Common Help Desk Requests

This page contains a list of common help desk requests. It may be helpful to review this before submitting a request to the MCAH help desk by emailing mihelp@mihomeless.org (Michigan) or nchelp@nchmis.org (North Carolina), or calling (517) 485-6536.

Table of Contents

Merging Client Records

If you want to merge duplicate HMIS profiles, please fill out the Merge Request Spreadsheet. Also review the Merging Client Records document to make sure that you are familiar with the steps required in order for records to be merged. When filling out the spreadsheet, please keep in mind:

  • Do not include identifiable information such as name, SSN, or date of birth. If the records have mismatched data, enter the client ID number in the field to note the profile with correct info.
  • Make sure that all profiles have open visibility, indicated by the green lock at the top of the profile. If the lock is red, or green with an exclamation point, there is a visibility restriction and can’t be merged.

Resetting My Password

If you need a password reset, click the “Forgot Password” link on the Community Services login screen. Enter your username and click “Send” to receive an email to reset it.

If the email doesn’t come through, you can contact the MCAH help desk for a manual reset. Please be sure to include which website you need the reset for. For example, you should specify if it’s for Community Services, the HMIS training site, or the HMIS Learning Center.

Adding Social Security Numbers

If you need to add or update an SSN, please call us at (517) 485-6536, or email the help desk with a phone number we can reach you at to get them entered. It’s very important that you don’t include SSNs in help desk emails!

Blank or Erroneous Assessment Questions

If you come across responses to an assessment question that are blank or incorrect (which may remain this way even after updating), please email us with the client ID number and the assessment questions and we can resolve it.

Chronic Homelessness Verification

To request chronic homelessness verification for a client, please fill out the Chronic Homelessness Verification Request Form. Make sure you’ve completed all chronic homelessness trainings beforehand. Please also note the following:

  • The client must have signed an open release of information; if there are any visibility restrictions we can’t run the report. The ROI must also be active and entered on the client’s HMIS profile.
  • Upload a scanned copy of the ROI to the File Attachments section of the Client Profile tab. It is very important that you do not include this document in the email to the help desk.
  • Clients must have completed the Release of Information Outreach Sharing Plan sub-assessment, and this must be entered on their HMIS record. Please note that this step is applicable for Michigan only.

Training Site URL

If you are unsure of what the URL is for the HMIS training site (the version of Community Services that can be used for test client records, etc.), please see below:

If you do not have access to the training site and you would like to, please contact your Agency Administrator or Local System Administrator to discuss setting up an account.

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