Job Instruction Sheet: AZCARES Online Portal

Date/Version: 05/02/2025 - v.1

Process Owner: CCA-14

Review Cadence: Annually

Process/Purpose:How to Generate IVR PIN, Initiate Portal Registration, Reset Password, Launch Customer Portal
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

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1 Open AZCARES
  1. https://azdes.okta.com/home/salesforce/0oa9ek657xoSKuY2c5d7/46
 
2 Access the AZCARES case
  1. Find the case by entering the:
  2. Case number in the Global Search field on the Cases tab.
  3. SSN in the Global Search field on the Home tab.
  4. Name (any one of the Case Persons) in the Global Search field on the Home tab.
  5. Court case number (ex: FC2014-000168) enter the FC# in the Global Search field on the Cases tab
  
3 Access the appropriate contact
  1. Click on the customer’s name. This blue hyperlink will automatically take you to the contacts tab, which will be populated for this customer..
 
4 Access Customer Portal IVR
  1. In the left navigation, scroll down to Related List and select “Customer Portal IVR.”
 
5 Generate IVR PIN
  1. Select “Generate IVR PIN:
  2. AZCARES will generate an IVR pin and populate the “IVR PIN” box.
  3. You may provide this PIN (Personal Identification Number) to the customer.
  4. This is a system-generated number and cannot be customized.
  
6 Initiate Portal Registration
  1. Select “Initiate Portal Registration”
  2. AZCARES will generate an email to the email address on file for the customer.
  3. The customer must have an email address on file to use this feature.
  4. The customer must follow the prompts to complete registration.
 
7 Reset Password
  1. Select “Reset Password”
  2. Advise the customer that portal password updates/resets need to be done on a laptop or PC and not on a phone.
  3. AZCARES will generate a verification code to the email address on file for the customer.
  4. The customer must complete verification to proceed.
  5. Once verified, the customer must follow the prompts to reset their password.
  6. If the customer has/has ever had a DBME case, please direct them to MyFamilyBenefits.azdes.gov to update their password there.
 
8 Launch Customer Portal
  1. Select “Launch Customer Portal”
  2. AZCARES will automatically take you to the portal for this case and customer.
  3. Select one of the appropriate options to walk the customer through what they should be seeing.
  4. Payments and Case Balance Recent
  5. Case Activity
  6. Upcoming Appointments
  7. Message Center
  8. Select “Exit Site” to close the portal.