Attachment B_Shepherd RFC Webform Instructions

Shepherd
ACF OTIP Adult Certification
User Guide for Case Requesters

Shepherd 1.0
Highlights

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Submit electronic RFCs
Provide additional information
Stay updated on the status of the case
Access signed letters

Impacted Users

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Case Requesters
Case Approvers
Case Specialists
TVAP Service Partners

Shepherd 1.0 modernizes OTIP’s Adult Certification process by allowing clients and client
advocates to submit electronic Requests for Certification (RFCs) on behalf of foreign national
adults who have experienced human trafficking.
Electronic RFC Form
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Protects privacy
Increases security of information and sensitive case-level data
Eliminates need to provide PII via email

Faster Case Processing and Consolidated Information
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Streamlined process for reviewing and requesting case information
All case-related documents and requests in one place
HHS Certification Letters sent automatically in PDF

Improved Data Analysis
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Efficient data collection increases OTIP’s data analysis capabilities for federal reporting and research
Stronger data interoperability between the Adult Certification process to other federal anti-trafficking
processes, including case management referrals to OTIP grantees and notifying victims of eligibility for
services

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Table of Contents
Getting Started
Create an account ……………………………………………………………………………………………………………………3
Log In ……………………………………………………………………………………………………………………………………….6
Update Profile ………………………………………………………………………………………………………………………….8
Trouble logging in? …………………………………………………………………………………………………………………..9
Homepage Features ……………………………………………………………………………………………………………….10

Submitting a request for certification
RFC Features …………………………………………………………………………………………………………………………..11

Requests List Page
RFC Status ……………………………………………………………………………………………………………………………….20
View Letters ………………………………………………………………………………………………………………………….22
Work on In Progress RFC ………………………………………………………………………………………………………….23
Add/ Delete Additional POC request ………………………………………………………………………………………..24

Additional Information
Submitting New Information…………………………………………………………………………………………………….25
Completing Additional Information Requests……………………………………………………………………………28

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

3

Create an Account
Create an Acco unt

1. Access the Shepherd Login page:
Shepherd.otip.acf.hhs.gov.

Shepherd.otip.acf.hhs.gov

2. Select Submit a Request or Review a Case.

3. Select the Create Account link.

4. Enter your information into the User Account Create form.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

4

Create an Account

5. You will see the User Account Created
window.

6. Check your email for a message from ACF
OTIP with the subject “Confirmation of
Successful ACF Shepherd User Account
Registration.”

7. Select the Verify Email link.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

5

Create an Account

8. You will see the Verification Successful
window and the Login link. Select the Login
link.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

6

Log In

Logging in

1. Enter your username (your
email address) and the
password you entered on the
User Account – Create form.
Select the Login button.

2. After logging in, you will be
prompted to enter a
verification code.

3. Check your email for a message
from ACF OTIP with the subject
“ACF Application Secure Access
Code.”

4. Enter the code in the Verify
window and select the Submit
button.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

7

Log In

5. Once you successfully log in,
you will see the Shepherd
Homepage.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

8

Update Profile
Update Profile
1. To update your profile, select the
Profile icon on the right of the Top
System Navigation bar and select the
Update Profile link.

2. Enter your current information.
Note: Email cannot be edited because it is also
your username.

3. Select Update Profile button to save
the information.

4. Select the Previous Page link from the
Success banner at the top of the page.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

9

Trouble Logging in?
Trouble Logging in
1. If you fail to log in after three attempts, your
account will be locked for 15 minutes.
Select the Forgot Password link to reset
your password.

2. If your verification code expires, you will
receive an error message. Select the Return
to Login page button to log in again, which
will generate a new verification code.

3. If you enter wrong verification code, you will
receive an error message. If you fail to enter
the code after three attempts, select the
Return to Login page button to log in again,
which will generate a new verification code.

4. Contact [email protected] or 866401-5510 for assistance unlocking your
account.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Getting Started

10

Homepage Features
Home page Features

On the Shepherd Homepage, you will see:
1. System Announcements will display important announcements related to the Shepherd system.
2. Select Add Adult Request under My Activities to start a new RFC.
3. The task bar shows the status of tasks and requests: Tasks Not Started, Tasks in Progress, and
Requests in Progress.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

11

Completing an RFC
Request for Certification (RFC)
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Start a new RFC by selecting Add Adult Request under My Activities from the Shepherd Homepage.
Use the Request for Certification form (RFC) to request a Certification Letter and/or Case
Management services for a foreign national adult who has experienced human trafficking.
You can submit New Information from the Request List page if more information becomes available
after the RFC is submitted.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

12

Completing an RFC
1. The Side Menu links to sections 1 through 5 of the RFC.
The X next to each section will change to a checkmark once you enter all required information and
save the RFC. Select Return to List Page to return to the Requests - List page.
To collapse or expand the side menu, select the arrows in the top right.
2. The Action Header banner at the top of each section contains cancel, save, continue, and print
buttons. The banner automatically populates the client’s A-Number, Initials, and Date of Birth once
Section 2 is completed and saved.
3. The Instructions link shows instructions on completing the Request for Certification.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

13

Completing an RFC
Section 1: Requester’s information
1. The information on this page
populates from your profile. You can
edit any field on the form (editing the
form will not alter the information on
your profile).
Note: If you make updates to your profile after
you started an RFC, the information from section
1 in your pending RFC will not reflect the
changes made. You need to also make the
updates in Section 1. Your next RFC will display
those changes.

2. Use the Tooltip (question mark icon)
to view additional instructions for
each field.
3. Name of Organization
Note: If you are not affiliated with an
organization, enter N/A.

4. Address of Organization
Note: If you are not affiliated with an
organization, enter your mailing address.

5. Phone Number
Note: If you do not have a phone number,
enter 0000000000 (ten zeros).

6. Select the Save and Continue button
at the bottom of the page to move to
the next section.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

14

Completing an RFC
Section 1: Requester’s information
7. You will see Section 2 – Client’s
Information and a Success Message
letting you know that the information
you entered on the previous page
was saved.

Section 2: Client’s Information
Documentation(optional)
1. This is not a required field. However,
If you select one or more checkboxes,
you must upload a supporting
document and if you attach a
document you must select one of the
checkboxes.
Note: Individuals can only receive a Certification
Letter if they have one of these documents from
the Department of Homeland Security that is still
valid. You may receive an Additional Information
Request if we need any further documentation.

2. Drag and drop or use Select Files
button to upload.
Note: If you are submitting a signed document,
make sure to provide a PDF, JPG, or TIF file of the
document. If you attach a document make sure
you select a checkbox from the Documentation
section of the form.

3. Select the Save and Continue button
at the bottom of the page to move to
the next section.
Note: You must select the Save or Save and
Continue button to save the information you
entered.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

15

Completing an RFC

4. You will see Section 3 – Case
Management Services and a Success
Message letting you know that the
information you entered on the
previous page was saved.

Section 3: Case Management Services
HHS funds trafficking-specific comprehensive case management services for foreign nationals who have
experienced trafficking and are seeking HHS Certification, as well as for certain family members. Fields marked
with * are required.
1. In Section 3- Case Management
Services, indicate whether the client is
interested in being connected with
trafficking-specific, comprehensive case
management services at this time. This
a required question.
You can submit New Information from the
Request List page if the client wants
trafficking-specific comprehensive case
management services later.

2. Select the Save and Continue button.

You will see Section 4 – Request for
Certification Letter and a Success Me
ssage
letting you know that the information you
entered on the previous page was saved.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

16

Completing an RFC
Section 4: Request for Certification Letter
1. In Section 4 – Request for Certification
Letter indicate whether you are
requesting a Certification Letter at this
time.
You can submit New Information from
the Request List page if the client wants
to receive their Certification Letter in
the future.
2. If you select No, skip to step four.
3. If you select yes, indicate who should
receive the hard copy of the letter. Enter
their correct mailing address:
Note: To ensure delivery, provie a full street
address instead of a P.O. box when possible.

If your address changes during the
Request for Certification process, you
can submit additional information using
the New Information feature after
submitting the RFC.
Select from the following and provide
any missing details:
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•
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Requester- Information populates
from section 1 of the RFC.
Client- Information populates
from section 2 of the RFC.
Other- Enter details for who
should receive the letter, such as a
Case Manager.

Enter the desired Benefits Start Date.
4. Select the Save and Continue button to
save the information you entered and
move to the next page.
Questions about the RFC process or any other case?
[email protected]
866-401-5510

17

Submit a Request for Certification
Completing an RFC

5. You will see Section 5 – Information
Sharing and Consent and a Success
Message letting you know that the
information you entered on the previous
page was saved.

Section 5: Information Sharing and Consent

1. Verify all sections in the Side Menu have a check mark next to them.
If you see an X, go back to the section, enter all required information, and save.
2. Read the information in the Information Sharing and Consent section and select the Confirmation
checkbox.
3. Select the Submit button to submit the RFC to OTIP.
Questions about the RFC process or any other case?
[email protected]
866-401-5510

Submit a Request for Certification

18

Completing an RFC

4. You will see the Submit Confirmation
overlay.
Select the Close button to go back to
Section 5 of the RFC in progress.
Select the Confirm button to submit the
RFC and return to the Requests - List page.

5. On the Requests – List page, you will see a
success message.
The submitted RFC will have the status
Pending Decision.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

19

RFC status
Features and actions

The Requests List page is where you can see the list of requests you have created.

1. To access the Request – List page, select the Requests link from the Top Navigation Bar (A).
2. Search for specific RFC by selecting Search. Select Advanced Search Parameters to search by Date
Submitted (B).
3. Sort and filter your RFCs using the sorting arrows and filter fields at the top of each column (C).
The Requests List page shows the following statuses for RFCs under the Status column:
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In Progress: The request is started, but is not submitted to OTIP.
Pending Decision: The request is submitted and under review.
Approved: The letter is signed. You can access the letter from your account.
Denied: A letter was not signed. Reach out to [email protected] or 866-401-5510
to discuss the case.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

20

RFC Status
View your submitted RFC

1. From the Requests List page, find a submitted RFC you would like to view in a Read-Only
format.
2. Select the View link.

You see the submitted Request for Certification– Read-Only window.
You can see the status of an RFC from the Requests List page.
These are the type of Status:
• Approved: A letter is signed for the client.
• Denied: A letter is not signed for the client. Reach out to OTIP to discuss the case.
When a letter is signed, you receive an email letting you know that you can access the letter
from your Shepherd Case Management System account.
Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

21

View Letters
View Letters

1. To view the letter, select the View Letter
link from the drop-down menu next to
the View link in the Action column.

2. You can see the signed letter based on
the decision made for this case.
Note: The case will remain in your Requests List page
for 30 days after the letter is signed.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

22

Work on In Progress RFC

Find the specific In Progress RFC you would like to work on and select Edit, in the Action column, to
complete and submit the RFC.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

23

Add/ Delete POC to Request
Add/ Delete Additional POC to request
1. From the Request List page, select the drop
down arrow next to the View link in the
Action column for a request in Pending
Decision status.
Verify the following:
• You see the View link
• You see the Add Contacts link

2. Select the Add Contacts link
Verify the following:
• You see the Additional Request
Contacts overlay
• You see the Contact Name field
• You see the Email field

3. Enter the Contact Name and Email address
for an Additional Request POC and select the
Add button.
Verify the following:
• You see the success message
• You see the grid updated with the
contact you added

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Request List Page

24

Add/ Delete POC to Request

Delete an Additional POC from Request

1. From the Request List page,
select the drop down arrow
next to the View link in the
Action column for a request in
Pending Decision status.
Select the Add Contacts link.

2. Select the Delete link from the
Additional Request Contacts
grid Options column for one of
the contacts you added.
Verify the following:
A. You see the success
message
B. You see the grid is updated
and the POC you deleted is
no longer showing

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Additional Information

25

Submitting New Information
Submitting New Information

Use the New Information feature to update OTIP if:
•The mailing address for the letter has changed
•The main point of contact on the case changes
•Information changes from the submitted RFC like the client would like to request case
management services or an HHS Certification Letter
If you already submitted an RFC and need to provide New Information, use the Requests - List page.

1. In the Action column, expand the
drop-down next to the View link and
select New Information.

2. Enter the details you want to submit
in the New Additional Information
box and select the confirmation
checkbox.
Select Submit With Attachments if
you have document(s) to upload.
Select Submit Without Attachments
if you do not have document(s) to
upload.

3. If you selected Submit with
Attachments, you will see the New
Information Details window.
Drag and Drop or use Select Files
button to upload and select Attach
and Close.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Additional Information

26

Submitting New Information

4. The new information you have
submitted will appear as a New
Information Record on the New
Information page.

5. Select the View link in the Options
column to see the New Information
submitted.

Questions about the RFC process or any other case?
[email protected]
866-401-5510

Additional Information

27

Completing ‘Additional Information Request’ Task
Completing Additional Information re quest

OTIP might need additional information while processing a submitted RFC.
If OTIP requests for additional information, you will receive an email.
You can access the Additional Information Request task from the Task – List page.

1. To access the Task - List page, select the
Tasks link from the Top Navigation bar (A).

2. Search for a specific task by select Search
(B).

3. Sort and filter your Tasks using the sorting
arrows and filter fields at the top of each
column (C).
4. You can see task numbers under the Task
Number column (C).

Questions about the RFC process or any other case?
[email protected]
866-401-5510

28

Request List Page
Submitting ‘Additional Information Request’ Task
1. Look for the Additional Information Request
(AIR) task in the Task column. All Additional
Information Request task numbers start
with AIR followed by a five-digit number.
2. Select the Start link in the Action column to
access an Additional Information Request
task that is Not Started.
Select the Edit link to access an Additional
Information Request task that is In Progress.
3. View the Additional Questions section of the
task to see which information OTIP needs.

4. Enter your answers in the Answers to
Additional Questions section.

5. Drag and Drop or use Select Files button if
you have any documents you want to
upload.

6. Select the Submit button to send the
additional information to the OTIP Case
Specialist.
7. You will see the Submit Additional
Information Request window.
Select Cancel to return to the Additional
Information Request task.
Select Confirm to submit the Additional
Information Request to OTIP and return to
the Task List page.
Questions about the RFC process or any other case?
[email protected]
866-401-5510

Additional Information

29

Completing ‘Additional Information Request’ Task

8. The Additional Information Request task
status will be Removed from the Task –
List page.

9. To view completed Tasks, select "Complete"
in the search panel and click
search

Questions about the RFC process or any other case?
[email protected]
866-401-5510