Modernization Project Resources

TDHS is hosting a series of Town Halls to help Providers understand how to use these modernized systems. Please visit the links below to access replays of these Town Halls.

Quick Reference Guides, or QRGs, are short, instructional guides that walk Providers through completing critical tasks. These guides contain step-by-step instructions paired with screenshots to guide users through modernized systems.

This User Guide provides detailed explanations of all functionality within the Provider Portal, Provider Mobile App, and Customer Mobile App.

Provider Portal User Guide (Updated April 4, 2024)

The following How-To Videos serve as tutorials for completing critical tasks within our modernized systems. Each video walks users through step-by-step instructions of associated tasks.

The Modernization Monthly newsletter series provides Child Care and Adult Day Services Providers with monthly updates on the Modernization Project. Additionally, each newsletter contains a “Functional Spotlight” to highlight critical features of our modernized systems.

April 2021
This newsletter introduced Providers to the Modernization Project and began discussing the new Time and Attendance System.

June 2021
This newsletter gave some highlights on the Modernization Project and discussed the new Mobile Apps.

July 2021
This newsletter introduced the new Provider Portal and Billing and Payments System for TDHS Staff.

August 2021
This newsletter discussed Provider Townhalls which will help promote Providers’ understanding of the new systems as well as introduced the plan for a Pilot Program when new systems are released.

October 2021
This newsletter further discussed the Time and Attendance System and how Providers can import/add their own Time and Attendance to the Provider Portal. It also discussed updated to the Modernization Project’s timeline.

December 2021
This newsletter introduced the plan for our first system release and Pilot Program, as well as how Electronic Attendance Verifications, or EAVs, and payments features can be accessed in the Provider Portal.

February 2022
This newsletter discussed how and when Providers can log into the Provider Portal for the first time and how additional staff members of a facility can create their accounts.

March 2022
This newsletter further discussed the two releases of our Modernization Project and introduced how to report incidents and injuries in the Provider Portal.

April 2022
This newsletter discussed the new features coming to Providers in Release 2 and how Providers can complete their annual reports in the Provider Portal.

June 2022
This newsletter provided updates to our Release 2 Go-Live and discussed how Child Care Providers can access their score cards in the Provider Portal.

Provider Portal

Account Creation/Registration

1. Will I be told I need to create an account, or should I create one on my own?

All Primary Provider Contacts should have received an email directly from the new Provider Portal system account (tdhs.servicenow.com) with instructions on how to set up your account for the first time. If you are your facility’s primary contact and you did not receive an email from the new Provider Portal system account with account setup instructions, please reference the Account Creation and Registration Quick Reference Guide, listed under the ”Quick Reference Guides” dropdown on this resources page.

All other users should create an account on their own. Please follow the instructions explained in the following question listed below to learn more: “How do I register for a Provider Portal account as a non-Primary Provider Contact?”

2. How do I access the Provider Portal for the first time as a Primary Provider Contact?

All Primary Provider Contacts should have received an email directly from the new Provider Portal system account (tdhs.servicenow.com) with instructions on how to set up your account for the first time. If you are your facility’s primary contact and you did not receive an email from the new Provider Portal system account with account setup instructions, please do the following:

1. Navigate to the Provider Portal, using this link, and select the “Click Here to Register” button.
2. Complete all mandatory* information on the first page. You will need an email address, your site’s FEIN number, and FEIN extension number to complete the registration process. 
3. Once this information is submitted, your site access request will be reviewed and approved by your licensing consultant. This review will take a few business days.

You will then be able to sign in using the email address used to set up your account and the password created. More information on registering for a Provider Portal account can be found in the Account Creation and Registration Quick Reference Guide, listed under the ”Quick Reference Guides” dropdown on this resources page.

3. How do I register for a Provider Portal account as a non-Primary Provider Contact?

Navigate to the Provider Portal, using this link, and select the “Click Here to Register” button. Complete all mandatory* information on the first page. You will need an email address, your site’s FEIN number, and FEIN extension number to complete the registration process.  Once this information is submitted, your site access request will be approved by your Provider Site’s Primary Contact, or any available access granting user. You will then be able to sign in using the email address used to set up your account and the password created. More information on registering for a Provider Portal account can be found in the Account Creation and Registration Quick Reference Guide, listed under the ”Quick Reference Guides” dropdown on this resources page.

4. When registering for my Provider Portal account, I saw a message appear saying my account is “locked” or “inactive.” How do I fix this?

If you are receiving a “locked” or “inactive” message while registering for a Provider Portal account, it means that the email address you are trying to create your account with has already been used for a TDHS customer-based system, such as the Pandemic Relief Portal. TDHS requires users to have a different email address for each system they use. For your Provider Portal, we ask that you use a unique business email address to create your account.

5. My childcare center uses one email address for all of its staff members. Can all of my staff sign up for a Provider Portal account using this email address?

No, each Provider Portal user account needs to be created using a unique email address.

6. Upon setting up my account, I only see one of my Provider Sites listed in the “Provider Sites” table from the “Manage My Sites” action tile. How do I add the additional Provider Site(s) I manage?

After completing your account registration and successfully logging in, you may request access to additional Provider Sites. To do so, navigate to the Provider Portal Home Page using this link. Click “Request Site Access”. Enter the desired site’s FEIN number and FEIN Extension, then select “Submit”. If you are your Provider’s Primary Contact, once you submit a site access request, your Licensing Consultant will review and approve it. Other site staff members’ access requests can be approved within the Provider Portal by the Primary Provider Contact, or another user that has been granted the same level of system access. More information completing Provider Portal account creation and registration can be found in the Account Creation and Registration Quick Reference Guide, listed under the ”Quick Reference Guides” dropdown on this resources page.

7. I recently submitted a Site Access Request in  my Provider Portal but have yet to be granted access to that site. How can I get this addressed?

Please wait one week for your licensing consultant or other regulatory individual to process your Site Access Request. If more than a week has passed since you submitted your request, please reach out to your licensing consultant or other regulatory individual.

How do I transfer access in the Provider Portal for my facility?

Updating Your Facility’s Level 3 User

Users in the Provider Portal receive access levels ranging from 1-3 that determines the information they can view and tasks they can complete in the portal. Level 3 access grants the most permissions to a user; these users are responsible for managing access for other users at the facility. This level is commonly given to owners, or directors of a facility. If you are experiencing a change in owners or directors that impacts your user access, follow the steps below to learn more.

I am changing directors/owners and the current director/owner is currently employed at my facility.

The existing director/owner should grant Level 3 access to another user at the facility before their departure using the “User Administration” tile in the Provider Portal. This will ensure that the abilities are transferred, and no Provider Portal access is lost at the agency. Once Level 3 access has been granted, the new user can remove access from the previous director/owner when they vacate the position.

I am changing directors/owners and the current director/owner has left my facility before access was transferred.

If your user with Level 3 access has already left the agency without transferring access, please contact your Regulatory Individual. and provide the following information:

You may send this information via email by clicking the following link: Level 3 Access Request Email. If you do not know your Regulatory Individual, please contact FaShara Marshall (Fashara.Marshall@tn.gov)

To avoid access issues in the future, it is recommended that at least two users hold Level 3 access for the agency (for example, an owner and a director). This ensures that there is always one user who can manage Provider Portal access if staffing changes occur.

EAV/Payment Questions

1. I accidentally submitted an EAV and realized I made a mistake. How can I fix this mistake and resubmit my EAV?

Once your EAV is submitted, you must call the TDHS Fiscal Team to make any changes. You may call the Fiscal Team Hotline for assistance at 1 (800) 362-8004.

2. I believe I am missing an EAV in my Provider Portal. How can I find it?

If you are missing an EAV in your Provider Portal from before March 1st, 2022, we ask that you first check EAVPay to see if the EAV is listed there. If you are missing an EAV from later than March 1st, 2022, please reach out to the TDHS Program Team by emailing Childcare.certificate.dhs@tn.gov.

3. I recently submitted an EAV and am yet to be paid. When are EAVs paid following their submission?

If you submit your EAV for a payment week, which runs from Sunday to Saturday, by the following Monday at 6 PM Central Time, you should be paid by Thursday of the following week. You can check the status of your payment in the Provider Portal. Please note: some EAVs must be processed for special handling, which may delay the payment process. If two weeks have passed since you submitted your EAV and you are yet to be paid, you may call the Fiscal Team Hotline for assistance at 1 (800) 362-8004.

Technology Questions

1. What internet browser works best with the Provider Portal?

We recommend using Google Chrome or Microsoft Edge when accessing the Provider Portal.

Enrollment Questions

1. Can I add an enrollment record for an existing Certificate Child into my Provider Portal manually?

No, TDHS manages all enrollment records within your Provider Portal for children enrolled in the Certificate Program. If you are missing the enrollment record of a child enrolled in your facility that participates in the Certificate Program, please reach out to the TDHS Certificate Team by emailing CCPaymentAssist.DHS@tn.gov.

2. Are Providers able to facilitate the Certificate Program application process through their Provider Portal for a family enrolled in their facility that is interested in applying to the program?

No, families must apply on their own to participate in the Certificate Program. Once a family’s application for the Certificate Program is approved, TDHS will create a new record for the child within your Provider Portal reflecting their participation in the Certificate Program.

Reporting/Compliance Questions

1. In the past, if a child was injured at my facility, I was required to fill out the Child Care Provider Serious Injury Incident Report and contact the TDHS Child Care Hotline. Does the new Injuries/Incidents Report in the Provider Portal replace this form?

Yes. Going forward, you can submit the Provider Portal’s Injuries/Incidents Report if an injury takes place at your facility. Once submitted, your report will automatically be routed to your licensing consultant or other regulatory individual for review. While this is a new way of reporting injuries or incidents to TDHS, no changes have been made to the types of injuries or incidents that need to be reported.

2. When submitting my Annual Report in the past, I scanned/emailed or handed my supporting documentation to my licensing consultant or other regulatory individual during a monitoring observation visit. Can I continue to do this or will I need to upload all files into the Provider Portal?

If you wish, you may continue to scan/email or hand your supporting documentation directly to your licensing consultant or other regulatory individual for your Annual Report. We ask that you complete the rest of your Annual Report through the Provider Portal.

3. My FEIN, Physical Address, and/or Child Care Type has changed, and I cannot change this information via the Change Report in my Provider Portal. How can I change any of this information?

If your FEIN, physical address, or child care type has changed, you must start a new Child Care Provider Application in your Provider Portal. Please reference the Provisional/Temporary Licensure Application Process Quick Reference Guide for assistance during this process.

4. My licensing consultant or other regulatory individual scheduled a monitoring observation visit but the time does not work for me. I see an option in my Provider Portal to confirm the appointment time, but not an option to request a different time. How can I request that my licensing consultant or other regulatory individual visit me at another time?

Please contact your licensing consultant or other regulatory individual to request a different time for your monitoring observation visit. Please note that while scheduled monitoring observation visits will appear in your Provider Portal, unannounced  visits will not.

Provider and Customer Mobile Apps

1. Are Child Care Providers required to use the Provider/Customer Mobile Apps to check in and out children in their facilities?

While not required, we strongly recommend using the Mobile Apps if participating in the Certificate Program, as it will make the process of submitting EAVs much easier. The Mobile Apps automatically capture the necessary time and attendance data required for EAV submissions and will pre-populate that information into your weekly, system-generated EAVs. Using this method, all you need to do each week is review your EAVs for accuracy and then submit them.

For Providers choosing not to use the new Mobile Apps, you can either upload your time and attendance data via an Excel template provided in the Import Attendance popup window or enter it into the Provider Portal manually. Instructions on how to complete either of these processes can be found in the Uploading and Updating Attendance Quick Reference Guide, listed under the ”Quick Reference Guides” dropdown on this page.

2. Can I use the Provider Mobile App to send a parent/guardian/authorized individual a message or a photo of their child?

No, the Mobile Apps cannot be used to communicate with a parent/guardian/authorized individual.

3. What types of devices can be used to utilize the Provider Mobile App?

Any Apple or Android smart device capable of downloading an “App”, whether a phone or a tablet, can be used to operate the new Provider Mobile App.

4. Is the Customer Mobile App only for parents/guardians/authorized individuals of children enrolled in the Certificate Program?

No, the new Time & Attendance system will allow you to track the attendance information of all children in your care: including those not enrolled in the Certificate Program.

5. Does every parent, guardian, and/or authorized individual need to have their own PIN Code to use the Customer Mobile App?

Yes, each parent/guardian/authorized individual must have their own PIN Code. This helps Providers collect accurate information about which individual dropped off or picked up a child.

6. How can Providers use the new Mobile App? Can it be set up like a kiosk?

Providers can set up their Mobile App in a variety of ways to check children in or out of their care. Providers can set up a tablet as a kiosk so parents/guardians/authorized individuals can check their children in at a central location. Providers can also use the Provider Mobile App portably and check in and out children in the parking lot or an individual classroom during drop off/pick up. As the app can be accessed on any Apple or Android smart device, Providers can choose the setup that best works for their facility.

7. Some of my customers have questions or issues with the new Time and Attendance Mobile App. Who can I connect them with for assistance?

Customers facing issues with the Mobile Apps can reach out to the One DHS Contact Center at 1-833-772-TDHS (8347).