Access & Log-in

1. Can I use my mobile device or a tablet to access the system?
   
   

   Yes! ISETS is mobile-responsive. For tasks like attendance or case notes, a tablet often provides a smoother experience, especially when working onsite.​
   

2. How do I get access to ISETS?
   
   

   Access is requested by your supervisor and approved by IDHS. You’ll receive an Illinois WorkNet login linked to your role.

   The New users must submit the IL444-2022 form and provide a birth date to be added to the ISETS system. An existing approved partner may submit this through the Help Request system.​​​
   

3. How do I remove a user who is no longer with our organization?
   
   

   Submit a help request to have the partner removed from the organization.
   

4. What if I forget my login or lose access?
   
   
   First, click the “Forgot password” link in the login screen and reset your own password. If unresolved, have someone from your agency ​submit a Help Request. Accounts are locked after 60 days of inactivity. Users whose accounts are locked can reset their own password to reactivate their account.​
   
5. What is different about the FY26 Experience?
   
   

   ​​We've made notable enhancements including:

   • Referral process has been updated including showing clearer response reasons and guidance
   • Enhanced data visualization in the dashboard
   • Amendments are now able to be entered after a monthly billing is closed
   • JR365 is live meaning Job Retention goes for 365 days after employment​

   
   

Data & Reporting

1. Can I export data?
   
   
   Yes—most reports offer CSV/Excel export. Always secure exported files per your agency policies.​
   
2. Can I get ISETS client information inside IES instead?
   
   

   ​No. At this time, eligibility information is passed from IES into ISETS  so users can determine if someone is eligible for SNAP E&T; no information from ISETS is pushed back into IES. Integration enhancements are planned but for now, the systems do not “talk” to each other in that way.
   

3. Does ISETS send income or employment back to IES or the FCRC?
   
   
   Not at this time. ISETS does not push data to IES/FCRCs. Providers should follow standard processes to ensure income/employment updates are reported to IES/FCRC.​
   
4. How do I know if my data is correct?
   
   
   Providers should review the Data Integrity Checklist monthly and address any discrepancies such as inactive customers with no services, missing employment details, or incomplete exits. Providers can also compare the report data in ISETS to their agency records to identify errors in data entry or reports. If data still looks off, submit feedback via Help Request.​
   
5. How does data get into ISETS?
   
   
   All customer and eligibility data is imported from the Integrated Eligibility System (IES) every Friday and a sync is performed with ISETS every Saturday​. Imports are one-way from IES to ISETS — no data flows back into IES. SNAP E&T data regarding customers and their participation in the program is entered by Providers.​
   
6. How often should I update participant records?
   
   
   Providers must enter updates in real time or as soon as possible — especially for activities, attendance, employment, and outcomes — to maintain accuracy for compliance reporting. IDHS looks for updates to a customer record every 2 weeks as a benchmark of best practices in case management.​
   
7. I can’t check some boxes on the 4333—what gives?
   
   
   The Partner Review Complete button auto-checks required items after you verify each sub-report (Employment, Supportive Services, S2S Financial, etc.). If boxes don’t reflect your changes, return to the list and reload.​
   
8. What about the forms currently used? Will they be available still?
   
   

   ​All approved forms are available for use. The ISETS system was designed to auto-fill certain frequently used forms that can either be submitted through the system, emailed, or printed if necessary.
   

9. What are the key ABAWD counting rules in ISETS?
   
   

   ​ISETS supports ABAWD tracking with these policy-aligned rules (consult current IDHS policy manual for exact citations):

   • Countable participation must meet 80 hours/month when required.
   • Supervised Job Search (SJS) and Job Search Training (JST) cannot be stand-alone SNAP E&T activities.
   • SJS/JST cannot be paired with each other as a stand-alone combo.
   • SJS/JST hours may not exceed 50% of total countable hours in a month.
   • Hours must be entered and verified weekly to count for ABAWD.

   If the statewide ABAWD waiver ends (targeted Jan 2026), ISETS will prompt for hours and status updates to help maintain compliance.
   

   
   
10. What are the year-end deadlines?
    
    
    Complete data entry, S&B submissions, and approvals by June 30. Corrections/amendments are accepted until August 15. After that, unpaid items may go to Court of Claims, which can significantly delay payment.​
    
11. What reports should I run regularly?
    
    
    • At minimum:
    • 4333 Benefits Summary – monthly before Staffing & Billing submission
    • Employment Report – ongoing to confirm outcomes
    • Supportive Services Summary – monthly
    • You should also check the dashboard and notifications regularly for items that need your attention​
      

    
    
12. Where can I find forms IL444-4334 (R7-08) and IL444-2151A (R-10-17)
    
    

    There are links to the forms in the Staffing and Billing report in the reports section of the Customer Support Center.

    Click the icon that resembles a bar graph - https://apps.illinoisworknet.com/SiteAdministration/Reports/Reports​
    

    Then select the Staffing and Billing Report

    Select your agency name
    

    Select the type of project you have - S2S, SJP, Earnfare
    

    Select the month you wish to complete.
    

    The reports will appear that are due for that month. Start at the top and complete each report in order. Once the report is complete, the box will auto check.
    

General

1. Can I send and receive emails through the system, or will I still use Outlook?
   
   

   ​Case  notes  at  the  organization  and  the  customer  level are  stored  within  the  system.  Referrals  and reports  can  also  be  submitted  directly through  the  system.  However,  direct  communication  to another  user,  including  customers,  is  not  supported  at  this  time.  So  if  you  need  to  send  a  direct email, you  will  still do  that  through  your  usual  email  client  (Outlook  for IDHS  staff). 
   

2. How do I setup my access?
   
   

   IDHS Staff Users: Your manager must submit a list of staff who need access from your department or FCRC. The ISETS team will contact you and ask you to sign a data confidentiality statement. Once received, your username and password will be sent to your work email provided by your organization. If your department/office needs to remove a user, they need to enter a ticket within the system.
   

   CBO/Provider Users: Your organization must submit your name and information to the ISETS team to set up a user account for you. The ISETS team will contact you and ask you to sign a data confidentiality statement. Once received, your username and password will be sent to your work email provided by your organization. If your organization needs to remove a  user, they need to enter a ticket within the system.
   

   Process for reference:
   

   1. Approval of a Security and Privacy Controls Questionnaire for an organization; if your SPCQ has already been submitted and approved, proceed to step 2.
      
   2. Each ISETS user must complete HIPAA and Security Awareness Training Modules and Attestations found at IES Access and Support Center for External Partners. Keep Attestations at your Agency.
   3. We will forward all forms to the correct department; once we receive a final DHS signature, users will be uploaded to ISETS. You will receive a system-generated notification once you are uploaded.
      
   4. New users added after the initial user list must submit the IL444-2021 form and provide a birth date to be added to the ISETS system.
      
3. I understand Security is important to IDHS, our Providers, and our Customers. Is the data secure?
   
   

   ​Yes. The ISETS system meets all rigorous security standards set by DoIT and IDHS Security. No one has access to the system who is not an approved user. ISETS runs inside Illinois workNet (IwN) but no PII from ISETS flows to general IwN tools. Access is role-based and limited to IDHS staff and contracted Providers. Referrals require signed customer consent.
   

4. I’m located in a downstate FCRC and my office provides E&T services, not external Providers. How does this work in the new system?
   
   

   ​FCRCs are set up in the system to enroll E&T customers in activities as well as make referrals. If your FCRC has no external Providers, you will not need to make referrals to yourself; you will simply enroll customers in activities that you provide. However, it is our hope that in the near future, you will have access to make referrals to more Providers with remote services available. If you know of organizations in your region who would like to sign on as E&T Providers, please contact  Charles Hopkins via email at charles.hopkins@illinois.gov.
   

5. What can I do in the new system that I was doing manually before?
   
   

   • ​ISETS is designed to be user-friendly and intuitive to reduce the amount of manual work users are doing, reduce communication lags, and increase the security of data. Here are things that can be accomplished inside ISETS that you may have  done manually or via email:

     • Determine eligibility for SNAP E&T
     • Assess customers and make referrals
     • Create Individualized Employment Plans
     • Document skills, experience, and assessment scores
     • Track customer attendance and progress in an E&T activity
     • Monthly and Periodic Performance Reporting, especially when preparing or holding Staffing
     • Document and track supportive service payments and determine maximum allowable payments
     • Track Provider performance and spending relative to contracted benchmarks
       
     
     
6. What is ISETS and why do we use it?
   
   

   ISETS is the official system used by IDHS and Provider Partners to track participant referrals, case management, activities, employment, and outcomes for SNAP E&T customers. It ensures compliance with federal (FNS) and state SNAP E&T reporting requirements, improves data accuracy, and provides transparency across IDHS and provider operations.​
   

   For more information, visit illinoisworknet.com/isetspartners
   

7. What system requirements do I need to have for my computer and/or network to access ISETS? What if my computer is old and slow; can I still use ISETS?
   
   
   • We recommend  using  Google  Chrome,  Edge,  Firefox  or  Internet  Explorer  11  or  newer  browsers to access  the  system.  The  only other  thing  that  is  needed  is  a  stable  internet  connection.  
   • Supported: Current versions of Chrome, Edge (Chromium), and Firefox.
   • Not supported: Internet Explorer or legacy Edge.
   • Note: A stable internet connection is the only other requirement.
     

   ​Unsupported  Browsers: 
   

   • ​Safari is not the best system but will work in some situations.
   • ​Internet  Explorer  11:  Manufacturer  Support  expired  August  17,  2021 
   • Edge Legacy:  Manufacturer  Support  expired  March  9,  2021 
8. Who can access ISETS?
   
   

   Access is granted to IDHS staff and contracted Provider Partner staff according to role-based permissions defined in the ISETS Permissions Rubric. Customers can access their data and attendance from ISETS through their Illinois WorkN​et online account.​
   

9. Why is ISETS needed when we have IES/WVS?
   
   

   ​The new system will have a direct impact on Illinois' capacity to accurately track outcomes for SNAP E&T participants, increase understanding of effective strategies to improve employment and earnings outcomes for SNAP E&T participants, and increase the State's ability to use outcomes data to continuously improve SNAP E&T programs including:
   

   • Higher engagement of customers in E&T activities
   • Better fit between customer skills/interest and E&T opportunities
   • Lower administration costs and error rates
   • Better understanding of effective strategies to improve outcomes and programs.
     

   Currently, IES works well for determining a customer’s eligibility and tracking that eligibility and benefits over time. WVS is a module inside IES that currently tracks TANF customers, but there is no system to adequately track SNAP E&T activities and data. It is our intent that these systems should all work together seamlessly over time for more accurate data collection and reporting and to ensure a more user-friendly experience for everyone.
   

10. Will customers be able to access ISETS?
    
    

    ​Yes.  Customers  will  be  prompted  to  create  a  user  account.  After  they  have  created  their  account, they can  access  ISETS.  They will  be  able  to  give  signed  consent  to  share  their  data  with  different partner  organizations,  see  their  own  attendance  and  progress,  and  access  additional optional helpful career  tools  through  Illinois  WorkNet. 
    

Modules & Features

1. Does ISETS give me tasks and reminders like IES?
   
   

   ​No.  ISETS  is  not  task  based  like  IES.  It  will,  however,  give  you  a  nice  looking  dashboard  with  lists  of yellow  and  red  flag  items  that  need  attention.  It  will  be  up  to  you  to  check  your  dashboard  regularly to  correct  any issues  or follow  up  with  any clients  which  are  red  flagged.  Your  dashboard  has  been designed  for  your  position  for  example,  Provider  Managers  will  have  a  different  looking  dashboard with  different  data than  a  Provider  Case  Manager  will.
   

2. How long can a participant be Inactive (Excused Absence)?
   
   
   Up to 45 days. After that, either move them back to Active (if services resume) or Exit.​
   
3. How should I handle employment entries?
   
   
   Enter employment as soon as it’s verified. This will automatically trigger enrollment in Job Retention. If entered post-exit, the system will auto-reenroll the customer for retention tracking.​
   
4. I cannot delete an activity that has costs or attendance.
   
   
   That’s by design. Work with your Provider Manager or submit a Help Request to remove activities with financials or attendance.​
   
5. What are the main modules in ISETS?
   
   
   • Referral Management – Sending, accepting, and tracking customer referrals
   • Customer Profile – Demographics, eligibility, assessments
   • Employment Plan (EP) – Activities, goals, and support services
   • Staffing & Billing – Monthly expense reporting and approvals
   • Employment Tracking – Job placements, retention, wages
   • Reports & Dashboards – Compliance, performance, and financial reporting​

   
   
6. What is the upload size limit for Staffing & Billing documents?
   
   
   10 MB per file. If your EDF/supporting doc is larger, compress or split before uploading.​
   
7. Why did the email on a profile change (or go missing)?
   
   
   IES sends master identity/contact data to ISETS Friday and syncs each Saturday. If an email is added/removed in ABE/IES, it can override what’s in ISETS on the next sync. For consistency, update the email in ABE/IES.​
   

Operations

1. What if I have problems? Is there anyone to help me?
   
   

   ​Yes.  Southern  Illinois  University  (SIU)  will  be  providing  user  support  as  well  as  periodic  updates  and upgrades  to  the  system.  DoIT  will  NOT  be  servicing  this  system,  so  if  you  contact  DoIT  about  ISETS, they will  refer you  back  to  SIU  for  help.   If  you  need  help,  you  can  either  email  support@isets.gov  to create  a  trouble  ticket. More instructions  on  submitting  a trouble  ticket  inside  the  system  will be  added  at  a later  date. 
   

Support & Troubleshooting

1. How do I get help if something isn't working?
   
   
   Submit a Help Request directly in ISETS. SIU triages tickets and escalates policy or IDHS-only issues to the Platform Manager or Program Manager. Critical issues (e.g., system outage, blocked work) should be escalated immediately. You can also attend bi-monthly ISETS Technical Assistance calls or weekly office hours for additional assistance.​
   
2. What information should I include in a Help Request?
   
   
   A concise description, steps to reproduce, screenshots, participant individual number IDs (if applicable), and the report name/date filter you used. This speeds triage and resolution. Providers should remember to cc their Provider Manager.​
   
3. What issues should go to my Provider Manager first?
   
   
   Contract/match questions, activity removal with costs/attendance, staffing approvals, customer eligibility, ​or anything affecting Staffing & Billing workflow across your agency. 
   

Training

1. Am I required to read the ISETS Provider Manual or attend training?
   
   
   Yes! New users must attend ISETS training. For existing users, staying current with the manual ensures you meet performance expectations and helps you help customers most effectively. The manual and training videos are updated regularly, and provider understanding supports both compliance and service quality.​
   
2. How do I sign up for training and what will that look like?
   
   
   The vendor in charge of developing ISETS (Southern Illinois  University-Illinois workNet) will provide training via online webinars that focus on different groups, so you will sign up for training that applies to you.
   

   To sign up:

   • Go to IllinoisworkNet.com/ISETSpartners
   • Click on the registration link that is appropriate for your role:
     
   • CBO/Other E&T Provider Program Managers are for CBO/Provider Management or Administrative staff who monitor program performance contract expenditures and participate in staffing.
     
   • CBO/Other E&T Provider Case Managers are for CBO/Provider staff working directly with clients that need to perform intake/assessment, enroll customers in E&T activities, document attendance, and monitor customer progress.
     
   • IDHS (FCRC) with no referral partners is for State level staff or FCRC staff who will NOT refer customers to CBO/E&T Providers but may need to provide direct E&T services to customers and document them in the system.
   • IDHS (FCRC) making referrals to CBOs for E&T Services is for IDHS State level staff or FCRC staff who refer customers to CBO/E&T Providers that provide E&T services to customers.
     
   • IDHS Provider Manager is for IDHS Provider Managers or State of Illinois Administrative staff who monitor program performance, contract expenditures, and participate in staffings.
     
   • You will receive an immediate Eventbrite confirmation to add the event to your calendar for Outlook and Google. A confirmation email will send 1 day prior to the training date with the login and instructions. You will also receive a reminder 1 hour prior to the training. Your login will remain active until the end of the day to offer you an opportunity to "play" in the test system.
     
   • You may attend and observe trainings that are intended for other groups, but you may not receive a login if you are not an actual member of that training group.
     
3. How will I know about system changes?
   
   
   All updates are communicated to all ISETS users through the IDHS Policy Mailbox using ISETS-branded templates. Release notes and demo videos are provided on the ISETS Updates page for major updates and all changes are announced in bi-monthly Technical Assistance calls.​
   
4. What training is available for FY26?
   
   
   • Provider training by CJC: SNAP & TANF Employment & Training Initiative — CJC
   • Complete annual refreshers based on your role (PM, Billing, Case Mgmt).
   • Join bi-monthly TA calls and weekly Office Hours (Fridays at noon) for Q&A.
   • Use microlearning modules when new features ship.
   • Providers may be invited to targeted retraining or 1:1 working sessions.​

   
   
5. Where do I find training and support materials?
   
   
   All resources, including FY26 manuals, microlearning modules, and updated job aids, are accessible on the ISETS Partner Page under ISETS Training Materials. Manuals, forms and other information is on the ISETS Resources page.  Training is also available inside the ISETS system and can be found in the Username menu under “My Training”.​