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URL. Make sure you are at the correct urlURL: star.bhsdstar.org
Username. Your username is the email address you used to register.
Forgotten Passwords. You can reset your password at any time. To do so, click the Did you reset your password? link on the login page, and enter your email address. You’ll receive an email with a link to create a new password. This link is valid for 24 hours.
Inactive Accounts. This should be taken care of before the project begins, but if you get an error message saying your account is inactive, please contact your manager, who should be able to assist you.
For Managers: When an account has been reactivated, the reactivation is temporary and only lasts until 10:00pm 00 pm that night. At that point, the account will become inactive again. So please make sure users log in before 10:00pm 00 pm on the day the account is reactivated. Otherwise, you can try again the next day.
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Survey not submitting. In almost all cases, this is due to required information not being included. It’s possible to move through the survey and get to the submission button while skipping the information that is needed to submit. Please make sure to thoroughly review the survey to see if anything is unanswered. We all miss a question now and again - so no worries! If you can’t see what’s missing, ask a friend or supervisor to check with fresh eyes.
Different questions popping pop up on different surveys. This is normal - there is data not visible to all users that will trigger different questions to appear on the survey. Just ask all the questions that do pop up, and don’t worry if they’re different from another survey.
A filled-out survey is not showing up as saved. This could be due to a number of different things. The most common is having the forms open in multiple browsers. It’s also possible the survey was accidentally set to a new status. Whatever the situation, please make sure to copy down information about the call attempt ASAP (see below), as these sorts of issues are hard to track without identifying information.
I need to reassign the language of the member. If a caller is discovered to prefer Spanish and is not marked as such, do not reschedule the call - rather, select Survey then click the Reassign to Spanish Speaker option.
Surveys are missing from tables. This is most likely to happen when surveys for a particular MCO/Entity have been totally filled out. When the MCO is closed out, the surveys will disappear from view. It’s also possible the surveys have changed status - check all tabs to see if you can find it there.
If you have run into an error or problem you can’t solve
Take the information down ASAP. If you think there is something wrong with a call attempt that will need to be followed up on later, copy down the information as soon as possible. This will help speed up the resolution process and, in some cases, the issue will have to be dropped if we don’t have any identifying information. The most essential information is the Member ID (see the next section) and the Date and Time of the attempt.
Ask your Manager. The project managers have a lot of experience working through problems - and they also have great information about the specific computer setups you will be using that the Falling Colors Support Team does not have. If they need to contact the support team - we will be glad to assist.
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The member’s name and ID will display in each of the 4 tabbed sections you see in on the HOME screen: Today’s Callback, Dropped Calls, Spanish Speaking, or Find. With Find, you will need to enter some information to bring up the call attempt record.
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What if I can’t obtain the Member ID? If you are having difficulty obtaining a Member ID, there are still ways to locate a call attempt. Generally, the name of the caller and the time/date of the last call will be enough, but if the issue is brought to Falling Colors, we can investigate further.
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