Frequently Asked Questions

Scanner Installation / General ECF Project Questions

1. Who owns the scanner and related software after installation? Who owns the scanner and related software after installation?

   The local agency owns the physical scanner and is responsible for its maintenance.
   
   The state will coordinate any software upgrades for the scanner as needed. Agencies should not upgrade the scanner software without state coordination.
   
   See Scanner Tips for more information.

2. Do I need any special software on the PC to scan? Do I need any special software on the PC to scan?

   ECF Capture is a browser based program that only requires a single plug-in. You will be asked to download the plug-in the first time you open the scan page on a new computer.
   
   See ECF Capture Plugin for more information.

3. Do we have to have a dedicated PC for the scanner? Can we just hook it up to a worker's PC? Do we have to have a dedicated PC for the scanner? Can we just hook it up to a worker's PC?

   Any computer that meets the technical requirements and has a scanner attached can be used with ECF Capture.
   
   However, be aware there are a limited number of concurrent licenses for the entire state. While you can use multiple PCs to scan, be careful of how many users are scanning at the same time.

4. Who should be doing the scanning at our agency? Economic Support (ES) staff or clerical workers? Who should be doing the scanning at our agency? Economic Support (ES) staff or clerical workers?

   This is at the agency's discretion. Some agencies have the clerical workers scan while others have each ES worker do it.

5. What's the warranty on the scanners? Can we extend the warranty? What's the warranty on the scanners? Can we extend the warranty?

   The agency owns the scanner, and is responsible for determining or extending the warranty at time of purchase.
   
   See Scanner Tips for more information.

6. Why does the ECF time out so fast? Can't you make it longer than just a few minutes? Why does the ECF time out so fast? Can't you make it longer than just a few minutes?

   We cannot change how long it takes to time out of the ECF as it's a state security requirement. To ensure that the timeout clock doesn't expire for any web-based application, click on a link in the application at least once during the timeout period. Also, for applications using WAMS , you must leave open the blank window that appears after logging into WAMS. If you close this window, you close your WAMS authentication and you will have to log back into WAMS and whatever application you were using.

7. I reimaged the scan PC from a backup copy and now the scanner doesn't work. I reimaged the scan PC from a backup copy and now the scanner doesn't work.

   The ECF Capture plug-in was likely lost during the reimaging. You will be asked to download the plug-in the first time you open the scan page on a new or reimaged computer.
   
   See ECF Capture Plugin for more information.

Basic Scanning Questions

1. The separator sheets are not being automatically deleted, or otherwise not scanning correct. What do I do? The separator sheets are not being automatically deleted, or otherwise not scanning correct. What do I do?

   ECF Capture identifies the separator sheet by the barcode on a single sided page. If the barcode cannot be read, the separator sheet will be treated as a standard document.
   
   If the barcard is not being recognized correctly, ensure the following:

   • You are using the correct separator sheet. Printable PDF is found here.

   • The barcode is clear and does not have any marks, creases, or any other issue that makes it illegible.

   • Does your scanner pull from the top or the bottom of the stack? Ensure the separator sheet is in the correct location, so that it is scanned before the document.

2. Do you have any rule of thumb on what to scan/what not to scan? Do you have any rule of thumb on what to scan/what not to scan?

   In general:

   •Scan only current versions of documents that were used to make a determination for individuals in the current case over the last 14 months.

   •Don't scan information that is found in one of our systems (CARES, SOLQ, SAVE, etc.)  Instead, use that system to find the information.  Also, don't scan CARES screen prints unless there is additional information not found in CARES (such as a worker's note).

3. Can I email a scanned document to someone? Can I email a scanned document to someone?

   No. Scanned documents may contain PHI or PII, and must be treated with the appropriate security.

4. Can we scan laminated cards and odd-sized documents? Can we scan laminated cards and odd-sized documents?

   Yes, this is possible using the scanner flatbed. You will need to adjust your scanner settings to scan from the flatbed instead of the Automatic Document Feeder (ADF) scan feeder that allows multiple letter sized documents to be scanned at once..
   
   Remember to reset the scanner settings back to their defaults after using the flatbed.,

5. The blank pages aren't being automatically dropped by the scanning software.  Aren't they supposed to be deleted automatically? The blank pages aren't being automatically dropped by the scanning software.  Aren't they supposed to be deleted automatically?

   Faxes will always keep blank pages and should not be deleted. This feature proves we received everything that was sent by fax.
   
   Truly blank pages will be deleted from scanned documents. However, remember that scanned "noise" such as a folded document, a pencil mark, hole punches, etc. will not be considered a blank page when scanned. They show up as data (lines, circles, etc).  You'll always have to manually delete pages with noise. Some scanner models are more sensitive than others and may be more likely to pick up this noise.

6. Who do I assign a joint asset document to? The document isn't PIN specific and belongs to more than one person. Who do I assign a joint asset document to? The document isn't PIN specific and belongs to more than one person.

   You can assign it to both people by scanning it twice.
   
   The first time you scan the document, assign it to the first person. The second time you scan the document, assign it to the second person. That way, if they ever move to separate assistance groups, the document will still be associated with the individual instead of the case.

7. Why are there sometimes straight vertical lines on the scanned documents? Sometimes it only appears on one side of the document. Why are there sometimes straight vertical lines on the scanned documents? Sometimes it only appears on one side of the document.

   There is either a scratch or dirt on the glass part of the scanner (most likely dirt). If only one section of glass has dirt, that would explain why only one side of a document has the vertical line.  In effect, you're scanning a stationary piece of dirt as the paper is pulled through and scanned.  The result is a vertical line. 
   
   Clean the upper and lower sections of glass (there are narrow stretches of glass and not on the flatbed) by lifting the scanner document feeder and using an alcohol pad to clean each section.
   
   If it’s a scratch and not dirt, you may need to replace the scanner.  Scratches are often caused by scanning a document with a staple or paper clip.

Document Codes or Indexing/Validation

1. How do we change a document code if we realize we made a mistake? How do we change a document code if we realize we made a mistake?

   If the paper document is still available, it's easiest to delete the error and rescan the document. Special security access is required to delete a document in the ECF. See Delete Documents for more information.
   
   If the paper document is not available, a user with the required security access must edit the document attributes in ECF View. See Edit Attributes for more information.

2. What do we do if a paper document serves more than one purpose or belongs to more than one person in the case? For example, I have a joint bank statement that verifies assets for two people and is being used to verify the address where they live. What do we do if a paper document serves more than one purpose or belongs to more than one person in the case? For example, I have a joint bank statement that verifies assets for two people and is being used to verify the address where they live.

   Scan the document as many times as necessary so that a it can be attached to each related person in the case.
   
   For example a joint bank statement should be scanned twice so it can be attached to both people. The first time you scan the document, assign it to the first person. The second time you scan the document, assign it to the second person. That way, if they ever move to separate assistance groups, the document will still be associated with both people.

3. After I scan documents, I like to go into ECF View to make sure they show up. Sometimes not all of the documents show up. Did they get lost? After I scan documents, I like to go into ECF View to make sure they show up. Sometimes not all of the documents show up. Did they get lost?

   There are several reasons a document may not show up in ECF View after scanning:
   
   If none of the documents you scanned are in the ECF:
   They may be in transit. Scanned documents are not immediately available in all locations. It often takes a few minutes for indexed documents to be available in CWW Document Viewer and ECF View. If the document you are looking for does not show up after a few minutes, confirm the index activity has been completed and no longer appears in ECF Capture.
   
   It's possible, though rare, that there are server problems. In that case, the documents may not show up for a few hours.
   
   If some, but not all of the documents you scanned are in the ECF:
   It's possible that one or more documents were not scanned because they were pulled through behind another document by the scanner. However this type of error should be caught and corrected at the Indexing stage.
   
   More likely, the document is a restricted document type, or linked to a confidential case and is hidden from everyone except the caseworker and the caseworker's immediate supervisor.  See the Document List/Codes list to check if the document type is restricted. See Confidential / Restricted Documents for information about who can and cannot view confidential or restricted documents.

4. I can't find a document by the case number that had used an ACCESS tracking number, then a RFA, and then was merged with an open CWW case. I can't find a document by the case number that had used an ACCESS tracking number, then a RFA, and then was merged with an open CWW case.

   This is a known issue. Search for the document using the ACCESS tracking number instead of the case number.

Document Retention and Document Destruction

1. When can we shred/destroy documents? When can we shred/destroy documents?

   Follow your agency's current procedure for documents that are not scanned. Save scanned docs for at least 7 days before destroying them.

2. Once we've scanned a document and it's been sent to the ECF, are we liable for retention policies for those documents if we're audited? Once we've scanned a document and it's been sent to the ECF, are we liable for retention policies for those documents if we're audited?

   After a document is scanned and stored within the ECF, the state assumes responsibility for the document retention policy.  The state makes backups copies of all documents and stores them offsite. Your agency is still responsible for paper documents that are not scanned but are required to be retained.  

3. Should we destroy copies of birth certificates and Social Security Cards (SSNs)? Should we destroy copies of birth certificates and Social Security Cards (SSNs)?

   You may destroy any COPIES of documents that you scan, including permanent verification items such as these. Return the original documents to the owners.