OCEAN Frequently Asked Questions

1 OCEAN Frequently Asked Questions March 8, 2007 The OCEAN FAQ is a tool provided to you for getting the latest information about OCEAN . Since this is the first year that OCEAN will be Live, it is important that information be shared quickly as we face challenges and solve obstacles during OCEAN implementation. 1. Why is my next button missing on the Income page? 2. My account is disabled what do I do? 3. I forgot my password what do I do? 4. What is the difference between Mailing address, Service Address, and Mailing\service address? 5. What is the C/O field for? 6. Why can I not see the C/O field?

2 7. I got a message saying that the address closely matches another address what do I do? 8. The address says it is invalid. What can I do? 9. When I searched for a client by SSN the wrong record came up. What do I do? 10. I have entered all the information for a client association but the save button is not active. Why? 11. The HEAP application status says the record is in case review. What is case review? 12. Why are there fields that are not marked required with the red * and are need for the WCP or HEAP? 13. What is the difference between a household member and a client association?

3 14. How do I add a new vendor to the system? 15. What do I do if the vendor the client has is not listed? 16. What if the client has pellets as the source of HEAT? 17. What if the client has steam heat? 18. How do I edit an address? 19. The client no longer lives at the address listed. How do I add a new address? 20. The client never lived at the address listed. What do I do? 21. There is no address listed. What do I do? 22. What relation do I use for a Boyfriend - Girlfriend situation? 23. What is a Cash Only Customer? 24. If a child is in the household and they are under the age of 2 should I make up a social security number?

4 25. What are the expiration and effective dates for? 26. Can I change my password before it expires? 27. What happens if I do not log in before my password expires? 28. OCEAN won't allow a person to be added to the household. How can it be added? 29. OCEAN is showing a "Server Error in OCEAN Application" on the Household Setup Page. What do I do? 30. The application was accidentally started under the wrong person, how could this be fixed? 31. How can a person be moved out of an old application, so a new application can be created for the new household? 32. How do I change a payment after I have batched the record?

5 33. How do I prevent a record from being batching? 34. How do I review the records before I batch them? Questions and Answers 1. Why is my next button missing on the Income page? The client isn t currently associated with an application. You must go back to the Client Details page and select a program, or double click the program that you previously selected. Back to TOC 2. My OCEAN account is disabled what do I do? Contact your Agency s administrator to have your password reset or email with your username to have your account reset. Back to TOC 3. I forgot my password what do I do?

6 Click on I forgot my User Name and/or Password under the username and password boxes on the OCEAN Login screen and your password will be sent to you. Back to TOC 4. What is the difference between Mailing address, Service Address, and Mailing/Service address? The mailing address is where the client receives mail. The service address is the address where the client receives utility service. If both addresses are the same, then the address should then be entered as a Mailing/Service address. Back to TOC 5. What is the C/O field for? C/O or Care of, is used to address a letter when the letter must pass through an intermediary (for example, "John Smith, c/o the Universal Widget Company" (where the Universal Widget Company is the intermediary).)

7 Back to TOC 6. Why can I not see the C/O field? If the C/O field is missing, you are editing the Service address only and need to change the address type to mailing because the C/O person doesn t live at that service address. Back to TOC 7. I got a message saying that the address closely matches another address what do I do? Please confirm that the address you are entering is correct. If it is a complete match, please make sure that the person you are entering is not already in the system. Maybe they were entered into the system with the incorrect SSN in previous years, or you accidentally miss keyed the SSN.

8 If the person you are entering has a different address then the ones listed and is not part of the households listed, click the box next to where it says, Do you want to save changes? After you click that box, click save at the bottom of the page and the address will be saved. Back to TOC 8. The address says it is invalid. What can I do? This will not stop a client s benefit from being processed; however, if they are approved for a voucher and the post office can t find that address, then that person will not receive their benefit. Please double check and make sure you entered the address correctly and it matches what is on the client s energy bill.

9 Back to TOC 9. When I searched for a client by SSN the wrong client came up. What do I do? Please check if you searched by the right SSN. If you are 100% sure that you have the correct SSN for the client that you are entering and that the system has a completely different person listed under that SSN, please delete the incorrect Social Security Number and save that client. Then you will return to search and try again. When you do the search this time, you should get a box saying that the person isn t in the system, would you like to add? then you can add your client. If you click find in the client associations page and the wrong client comes up: Please check if you searched by the right SSN.

10 If you are 100% sure that you have the correct SSN for the client that you are entering and that the system has a completely different person listed under that SSN, then open that client in a separate window (you can get a separate window by clicking on Search , then Client Inquiry in the upper left hand corner of the page) and delete the incorrect Social Security Number and save that client. Then you will return to client associations and try again. When you click find this time, you should get a box saying that No clients where found , then you can add your client or association.