Safe Harbors Help Desk
Hours of Operation
(Monday through Friday - 8:00 AM until 4:30 PM)
See the Safe Harbors and City of Seattle
Holiday
Schedule
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Phone Number
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Email Address
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206-386-0030
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SafeHarborsHMISHelp@Seattle.gov
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Copy and Paste the email address into your message to the Help Desk.
Our Objectives
The goal of the Safe Harbors Help Desk Support Team is to provide tools
and knowledge that empowers customers of the Safe Harbors HMIS system
to be effective partners in delivering homeless services in King
County.
- Ensure timely dispatch, follow-up and effective resolution of customer issues through a single point of contact.
- Create the framework for a knowledge base of customer frequently asked question (FAQ’s).
- Provide links to HMIS resources, standards, and reference materials.
- Document and analyze customer
issues/concerns to identify training and support needs that are
relevant to the needs of our customers.
- Create a feedback loop and implement success measurements for continuous service improvement.
Our Customer Service Statement
The Safe Harbors Help Desk Support Team is committed to delivering effective customer service by:
- Striving to ensure customer satisfaction.
- Responding to customer requests for support within published time frames.
- Interacting with the community in a respectful and courteous manner.
- Listening to the interests, concerns, and suggestions that are voiced by our customers.
Our Services
- Assist customers with Safe Harbors HMIS access issues.
- Assist customers with issues specific to Safe Harbors HMIS Software.
- Assist customers with issues specific to Safe Harbors HMIS policies and procedures.
Response Time
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The Safe Harbors Help Desk Team is committed to making every effort to resolve issues at the time of the service call. The Safe Harbors Help Desk Team will log and assign a severity level for all requests not resolved at the time of the service call. Requests will be prioritized and addressed according to the assigned severity level.
The following tables list customer requests that are handled frequently by the Safe Harbors Help Desk Team, expected times for resolution are also listed. Requests received outside of normal business hours will be addressed the following business day.
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Application/System Issues includes but are not limied to:
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Issue
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Email Acknowledgement will
be sent to customer within
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Request will be Resolved within
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Safe Harbors HMIS system issues
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24 Hours
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Varies - Customers will be informed of
expected completion date.
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Safe Harbors HMIS report issues
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24 Hours
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Varies - Customers will be informed of
expected completion date.
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User Access Issues includes but are not limied to:
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Issue
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Email Acknowledgement will
be sent to customer within
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Request will be Resolved within
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Password Reset
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24 Hours
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24 Hours
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Unblock user account
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24 Hours
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24 Hours
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Issue user ID
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24 Hours
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24 Hours
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Installation of
Safe Harbors HMIS Software
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24 Hours
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Safe Harbors staff will perform
software installations
on Mondays and Fridays
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Safe Harbors HMIS training requests
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24 Hours
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Varies
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Use of Remote Computer Access Tools
Remote access tools may be used by the Safe Harbors Help Desk Team to access the customer’s computer for the purpose of expediting resolution of the request for service. The Safe Harbors Help Desk Team will not, and cannot access a customer’s computer without first receiving the customer’s consent.
Customer Responsibilities
In order to facilitate the support process, members of the Safe Harbors community are requested to:
- Use the Safe Harbors Help Desk (206) 386-0030 or SafeHarborsHMISHelp@seattle.gov as single point of contact for all requests for service.
- Provide the Safe Harbors Help Desk Team with your complete contact information and a description of the issue, and any impacts we need to be aware of to resolve your issue.
- Maintain a working knowledge of Safe Harbors HMIS software and reference tools (i.e. attend trainings, refer to the Safe Harbors HMIS training manual; and Safe Harbors website:http://www.safeharbors.org/
)
- Be available at the time of the scheduled appointment for Safe Harbors Help Desk Team members to assist you. Notify Safe Harbors Help Desk Team members immediately if a situation arises that will prevent you from being available at the scheduled time so that we may use that time to serve other customers.
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