Skip to content
  • There are no suggestions because the search field is empty.

Welcome to the Well Family System Service Portal & Knowledge Base

This is your centralized hub for support, training, and system updates, designed to help you stay informed, work efficiently, and find answers quickly.

Within this portal, you can: 

  • Search guided articles and how-to videos 
  • Submit and manage support tickets 
  • View the status of your existing requests 
  • Stay informed through system updates and announcements on the Bulletin Board 

Some content is publicly available, while other sections are accessible through secure single sign-on, depending on your role and access level. 

Start Here: Orientation & Access 

The Start Here section is your first stop, whether you are a new user, a returning user, or transitioning from the legacy Well Family System. 

This section provides orientation, sets expectations, and helps you understand how to access and navigate the modernized system. Here, you’ll find an overview of the Modernized Well Family System, including a welcome video that highlights what has changed and what has remained the same, along with guidance for working during the transition period. 

You’ll also find step-by-step resources for accessing the system for the first time, as well as help for those users who may have lost access or are experiencing login issues. 

This section also introduces the Service Portal and Support experience, including a HubSpot tour, instructions for submitting support tickets, and information about support response times and escalation paths. 

 

Submitting and Managing Support Tickets 

If you need direct assistance, you can submit a support ticket at any time through the Service Portal. 

To file a new request: 

  1. Click “Submit a Request.” 
  1. Complete all required fields, including the type of service. 
  1. Use the ticket description field to provide detailed information so our team can assist you efficiently. 

Once your ticket is submitted, you can monitor its status directly in the portal. You’ll be able to see whether your ticket is open, resolved, or closed. If you find a solution on your own before a support agent responds, you also have the option to close the ticket yourself. 

 

Articles, Videos, and Self-Guided Support 

The Knowledge Base includes a robust library of guided articles and how-to videos designed to answer many of the most common questions. These resources walk you through system features, workflows, and best practices step by step. 

 

Chat Agent (Self-Help Support) 

The Service Portal also includes a chat agent to support you with real-time, guided self-help. 

The chat agent is trained on all things Well Family System and can answer questions by guiding you directly to the most relevant: 

  • Knowledge Base articles 
  • Training documentation 
  • How-to videos 

Rather than searching on your own, the chat agent helps take you exactly where you need to go within the portal. This is an additional self-help resource designed to resolve questions quickly and efficiently before submitting a support ticket. 

We encourage you to use the chat agent, along with articles and videos, as your first step when you have a question. 

 

Knowledge Base Standards 

Throughout the Knowledge Base, articles follow a consistent naming structure that includes role, action, and system, making content easy to locate. Service Portal resources are cross-linked from FAQs and workflow pages whenever relevant, and the Start Here section remains focused on orientation and awareness rather than detailed workflows. 

 

Training and How-To’s 

The Training and How-To’s section is designed for active system users and is organized by role and responsibility. This content is available through secure sign-on only. 

Here, you’ll find detailed guidance for core workflows, including CIR Workflows 1, 5, 6, 7, and 8. You’ll also find role-specific resources for Health Plans, Home Visiting Providers, Reports and Analytics, and User Profile and Access Management, including managing your own user information or managing users if you are a CIR Supervisor. 

 

Bulletin Board & System Updates 

The Bulletin Board and Updates section keeps all users informed and aligned. Just like the previous Well Family System, this area provides access to system updates, alerts, launch announcements, known issues, and other important notices. The Bulletin Board is also mirrored on the WFS Landing page, allowing instant visibiity for important issues.This ensures you stay informed and are always among the first to know about enhancements or scheduled changes.