To identify the issue preventing the user from accessing the CAASPP/ELPAC platform (TOMS, TA Interface, CERS, Completion Status, IAHSS, etc.), take the following steps:
Log into CAASPP or ELPAC TOMS and look the user up by email
User lookup:
Log into their school’s instance of CAASPP or ELPAC TOMS
Navigate to Users → Under View & Edit enter the user’s Alliance email into the Username (Email) field → select the [SEARCH] button
If the user is not found, create an account for that user at the appropriate level of access (site coordinator, test administrator/test examiner - see bullet for details below) and let them know that an account's been issued and that an account activation email should arrive within a few hours. Clarify for the user that the activation email contains a temporary verification link that expires within 30 minutes of receipt and if that link expires, the user can request a new activation email from the TOMS login page by selecting the Request one now link.
You can use the canned response titled “TOMS Account Created”
Site Coordinator roles are typically assigned to APs, DIs, SPED Coordinators, ELD Coordinators
Test Administrator / Test Examiner roles are assigned to teachers directly administering the exams
CAASPP TA gives access to the SBAC ELA/Math and CAST, CAASPP TE gives access to the CAAs in addition to the SBAC and CAST, ELPAC Test Examiners get access to the Initial/Summative ELPAC
If the user is found, advise them to request a password reset link from the TOMS SSO page.
The rationale for having them request the reset, at least initially, is that this reinforces the practice of managing their own account access - instead of reaching out to us. Remind them that there may be a delay of about 10-15 minutes for the rest email to show up. Re-requesting the reset just resets the queue.
You can use the canned response titled “Active TOMS Account Password Reset / New Account Verification Email Request”
If the user has an active account and is claiming that they are not receiving the password resets, go ahead and execute the hard reset on their account by selecting the circular arrow icon.
- Let them know that the account's been reset and that they should receive the reset email within the next half hour - and to check spam.
- If they reply back and say that they did not receive the email, double check that the email is accurate and if accurate, reach out to CalTAC (go to CAASPP.org, select the blue LEA Help icon at the bottom right corner of the screen and type in "agent" -->select Yes I am an LEA --> impersonate Chang by entering Chang's information - LEA CAASPP Coordinator, Region 11, cyi@laalliance.org) to have the account looked at. Let the user know that the case has been escalated to the CAASPP/ELPAC program.
