Getting Help
Author: ICA | Date Created: July 2nd, 2024 | Date Updated: June 17, 2025
We know you may not be a data person - that is ok!
At ICA, we are your HMIS data experts, and we are here to support you. To get the help you need, you can send our Helpdesk a note, set up a virtual call, or search this Knowledge Base for quick answers.
Email ICA at MNHMIS@icalliances.org or book a virtual call at a time that works for you.
Current Helpdesk Hours
| Monday | 10am-2pm |
| Tuesday, Wednesday, Thursday | 9am-4pm |
| Friday | 9am-12:30pm |
| Saturday, Sunday | closed |
We are closed on holidays, but we will let you know about closures ahead of time through our newsletter and website.
I want to show you where I am stuck. Can I schedule a call and share screen?
Yes! You can book a 15- or 30-minute virtual HMIS troubleshooting call with a Helpdesk team member. Schedule a Bookings call.
Email is best for me. What should I include when I email the Helpdesk?
Depending on your question, you will want to share:
| The issue | Give us a short description of what is happening and what you tried already. Screenshots are welcome! Just be sure to blur or cover any identifying information. |
| Client ID(s) | Include a Client ID number or two |
| Project name | Knowing the Project name helps us troubleshoot faster. It can also tell us important details, like your program’s funding source or CoC |
| Report details | If need help with a report, include what you selected:
|
You do not need to include all these details each time. Just never include client names, SSNs, or dates of birth in your emails.
How soon can I expect a response?
Pretty quickly. We triage our Helpdesk cases throughout the day and do our best to respond within two business days.
Questions? Email the Helpdesk: MNHMIS@icalliances.org