ACMS Support | Training Resources | FAQ | Glossary
Hello, the Appeals Case Management System (ACMS) is live! You can access the system here:
Below you can find all the resources you need to assist you with using this new system.
ACMS Technical Support (TOP)
If you need help using ACMS or are experiencing a technical problem, please contact the support team using one of the methods below:
1-800-743-8525 (Option 6 for ACMS technical support ONLY)
1-800-743-8525 (Option 9 for all other State Hearings questions)
Training Resources (TOP)
Below are training resources sorted by user role. Additional training sessions will be added as they become available!
All SHD Users
Covered California Users
Advocate Agency Users
Frequently Asked Questions (FAQ) (TOP)
Will HWDC still be available after ACMS is live?
Any appeals started in the old HWDC system will not be transferred into ACMS. Appeals in HWDC will be completed using HWDC. However, once ACMS is live, all new appeals will be entered into ACMS only. The data from HWDC will remain available to State Hearings.
Will ACMS integrate with other systems?
No. ACMS is a stand alone application that is not integrated with other systems (SAWS, CalHEERS, etc.).
What will happen to the old systems when ACMS goes live?
All cases that were entered into HWDC or the ACA database will complete their lifecycle in those older systems. No cases will be transferred into ACMS.
What date should I enter if I don’t know the DOB (Date of Birth)?
If you don’t have a DOB for a claimant, enter 01/01/1753.
Can Counties or Covered California online their own appeals?
Counties and Covered California have the ability to submit appeals in ACMS, but refer to your agency’s policy regarding submitting appeals in this manner.
How can I tell if a claimant has an e-filer account?
If you bring up the claimant’s profile in ACMS, there will be a username at the bottom. This means the claimant has an e-filer account. However, just because an e-filer has an account, doesn’t mean they access their appeal information through ACMS – you should check their Preferred Mode of Communication.
How long will ACMS data be retained and retrievable?
We have no plans to archive or disable any accounts in ACMS. All appeal information in ACMS will be retained and accessible.
I need help troubleshooting something in ACMS. I’ve talked to my Super-User and checked all the videos and guides on the ACMS website, but I can’t find a solution to my problem. What should I do?
Although Super-Users and our support website, videos, tutorials and guides are very helpful, there are just some things they don’t cover. If that’s the case, please email the ACMS support team at firstname.lastname@example.org or give us a call at 800-743-8525 and select Option 6 for ACMS Support.
Some rural claimant have both a physical address and a mailing address, which one should be entered into ACMS?
Please use the mailing address.
When an agency changes the hearing representative for a case, ACMS generates another ‘Submit SOP’ task for the new hearing representative. How should the extra ‘Submit SOP’ task be handled?
You may close the ‘Submit SOP’ task that no longer applies. This will remove the task from the former hearing rep’s queue.
Glossary of Terms (TOP)
ACMS - Appeals Case Managment System
HWDC - Health and Welfare Data Center
M&O - Maintenance and Operations
Sprint - a period of time in which small chunks of system functionality are designed, built, tested and implemented
UAT - User Acceptance Testing