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RMS Frequently Asked Questions (FAQs)

If I am working on a case that is eligible for multiple programs, which program code should I use?

The program code depends on what you were doing at the actual moment in time that you were sampled. For example, if a client is eligible for CC/FS/BC+, but you were working on an activity related only to the child care portion of the case, then you would use the child care program code. Conversely, if you were updating general information for this case that affected all these programs, you would use the multiple program code CC/FS/BC+ to capture the activity related to all three programs.

I wasn’t working on a case – do I still need to respond?

YES, even if you are not working on a case, you still need to answer your observations. If you are working on a specific program, you should still record non-case related program specific work to the program codes. For example, if you are reading information pertaining to the FoodShare Wisconsin program, you should use the FoodShare program code and the “professional reading” activity code.

Do I need to include comments when I respond to the RMS observation?

Comments are only required when you use the Social Services program code, the County-funded program code, or the Other activity code. If you select any of these codes, please include a comment noting the specific program and activity you were working on at the sample moment. Although not required, comments are helpful if there are questions, so feel free to include clarifying comments - we do read them!
 

What happens if I am in the office but miss the 24-hour period?

When you are in the office, observations need to be responded to within 24 hours to be valid. If you have an observation that has expired that didn’t relate to leave or training, please call or email us with the group number, observation number, program(s), activity, and case number, if applicable. We still collect the information even though the observation is invalid so that we can remove the observation from the no response report. If no response problems are noted, the no response report will be sent to the county RMS contact person. Remember, leave and training are valid for 24 hours after you return to the office – you need to call or email DWD staff to record the observation.

What program code do I use when I am at lunch or breaks or on leave?

Please use the Not Specific to a Program program code with the “lunch/breaks” activity code. The Not Specific to a Program code is at the bottom of the list of program codes on the website. When you click to get the list of codes, you can type “n” and it will take you to this code. This is also the program code you use for leave or general administration work that does not relate to a program.

What is an observation error and what should I do if I get one?

If observations are over 24 hours old, you will get a dialog box that says “an observation error - this observation has been deleted or expired.” This occurs for Friday observations not answered on Fridays and for others that were not answered within 24 hours.

Friday observations are valid on Monday even though you are not able to log in and enter the information directly. You can call or email the information to DWD on Monday for Friday observations and DWD records the information. Also, if you are out on leave (vacation, sick time, etc.) or at training and the 24-hour period has expired, please call or email when you return with the group number, observation number, program, and activity so the information can be recorded.

Leave and training observations are valid for 24 hours after you return to the office – you just have to call or email the information since the RMS system will not let you into the website to enter the observation.

I am going to be gone on vacation – do I need to call you in advance?

It is not necessary to call in advance. Please call or email DWD WHEN YOU RETURN if you received RMS observation emails and you did not get a response from DWD stating that we got your message and recorded your RMS observations. The reason for calling when you return is that it is more efficient to record observations by the observation number rather than looking up observations. When you call in advance, it is necessary to search for observations to see if any will be occurring during your absence and in some cases, you are not even scheduled to receive observation emails.

What logon ID account do I use for RMS?

The logon account you use for RMS is called a wiext account. This is the same account that you can use for other DWD applications such as CSAW, CCPI, BST, EATS, CMDR, DWD Extranet, etc. if you set up only one account for DWD. If you are using a different account for CSAW or other DWD web applications, you can call the DWD service desk at (608) 266-7252 and ask them to consolidate your accounts so you use the same logon and ID for all these applications.

Why does the logon box keep coming back when I try to access the system?  (revised July 27, 2007)

When this occurs, it is usually due to an incorrect username and/or password. Passwords are case sensitive. If you accidentally type the incorrect info, e.g., have your caps lock on when your password is in lowercase, the system will lock you out after multiple failed attempts. To reset your password, you can either click on the second website in the RMS observation email and go to Logon ID/Password Recovery or you can call the DWD service desk at (608) 266-7252.

Why am I sampled at a time when I normally don’t work? Do I need to record this?

Since we are not able to have all schedules in the RMS system, you may be sampled at times you are not normally scheduled to work. Please record these observations using Not Specific to a Program and “sampled outside of normal work hours” as the program and activity codes.

My work hours have changed – what should I do?

When your work hours change, you should notify the RMS contact person in your county so they can include your new hours on the next RMS roster update or you can call Becky or Mary to report this change. The current quarter sample was selected with your old schedule so you may be sampled outside your new work hours. If you are, just record the observation to Not Specific to a Program and the “sampled outside of normal work hours” activity code.

Where do I send emails if I have expired observations due to leave time or if I have a question?

You can reply to the RMS observation email, send an email to Becky. Craig@dwd.state.wi.us, or call 800-845-7603. You only need to do one of these things; it is not necessary to email AND call or to send two emails to both addresses.

When would I use the IM Only code?

This code should only be used by workers in IM-only counties when they are working on CARES training related to the IM programs. This is the only time this code should be used. If you are at FS or other specific training, be sure to use the code for the respective program.

When should I use the IM/W-2 Common code?

This code should be used for IM/W-2 new worker training when it is not program specific, for CARES worker web training, and during the intake/screening and eligibility process if the client did not request specific programs and you have not yet reached the ACPA screen in CARES.

If I receive an observation when I am at training, what do I need to do when I return?

If it is within 24 hours of the time of the RMS, log in and record your observation to the appropriate program code and the program specific training code. If the 24 hour period has expired, you can call or email your response so that it can be recorded as a valid response. Be sure to tell us what training you were at so we know what program code to use when we record your observation.

What happens if I don’t respond to my RMS observations?

State RMS staff monitor the no response reports and contact the RMS contact person in your county to determine why staff are not responding to their RMS observations. When staff do not respond, it has a negative impact on staff that do respond by requiring the sample size to increase to ensure a valid sample and it affects the validity of the RMS statistics if we do not have a statistically valid response rate.

Why do I still get RMS observations when I have my out of office message set?

Please remember that the RMS email that goes to you is what triggers us to get your out of office message. We do record observations from out of office messages if there is sufficient information in the message to tell us how to record your observation. However, we do not get out of office messages from every county. We have the email accounts set to send an automatic reply to you that we received your out of office message so if you do not get this message, we did not get your out of office message. If this is the case, please call or email us directly so your RMS observations will be recorded.

I was out on vacation for one day during the week. Do I need to call you or can I just answer the RMS observation?

If the 24 hour period has not expired, please login and answer the RMS observation by recording it to Not Specific to a Program and “leave”. If the 24 hour period has expired, please call or email so that your RMS will be recorded.

Why do I get a message that says “could not determine action” when I click on the link in the RMS email?

In a few instances, some county email systems are not accepting the link in the email – when you click on the link, the entire link is not being picked up. Please check with your IT staff to see if there are settings on your computer that can be changed so the entire link is picked up. Below are approaches used by others to overcome the link issue:

1. Highlight the link from right to left and click on it when the entire link is highlighted.
   
2. Copy and paste the link from the RMS email to the address bar of your Internet browser.
   
   

Where do I call if I have questions on how to record an RMS observation or other RMS questions?
 

RMS contact information:
Becky Craig
Becky.Craig@dwd.state.wi.us
800-845-7603; (608) 266-8144 – for local calls

Mary Shapiro
Mary.Shapiro@dwd.state.wi.us
(608) 261-4892