Portal Basics

Information about getting up and running on the portal.

How to Login to the ISS Portal

Step By Step Instructions

Logging in is a simple 3 step process. In order to start, you’ll need to go to the ISS Portal website. On your device’s web browser, go to the address bar and type in “portal.issny.org” or click on the link here: https://portal.issny.org/

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1. At the PORTAL LOGIN page, enter your email address and your password. Then click LOGIN .

image-1675888536175.png2. If the login information was correct, you will be taken to the TWO-FACTOR INFORMATION page. Here you can choose whether you’d like your One-Time Passcode (OTP) delivered to you via EMAIL or TEXT message. Click on the option you prefer and allow up to 5 minutes for delivery to your phone or email address.

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Information provided in the screenshot is an example

3. Once you choose your OTP delivery method, you will be redirected to the CONFIRM LOGIN page. When you receive your OTP code, enter the 6-digit number into the ONE-TIME PASSCODE field and your homepage will automatically load after the number is typed in.

Keep this webpage open while you’re waiting to get your OTP code. Closing the page, clicking “Back to Login”, or reloading the page will reset the login process and you’ll have to start from step 1 again.

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Information provided in the screenshot is an example. Carlos Medina is a demo Participant.

FAQ

What is a web browser?

Your web browser is the application that you use to explore the internet. Common web browsers include Google Chrome, Mozilla Firefox, Safari, etc.

I forgot my login information, how can I reset my credentials?

See our help page at Reset Your Password / Forgot Your Password?

Where can I find more information on the ISS Portal?

Please visit the Portal Best Practices page for the most up to date information regarding everyday use of the ISS Portal. As we continue to update and improve the Portal on a regular basis, this help page is meant to assist our users with the most relevant and useful information available. 

Updated 11/8/2023

How to Reset Your Password

Reset password using "Forgot your password?":
  1. On the Portal login page, click Forgot your password? underneath the Login button.

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  2. Enter the email address on file with ISS and click Submit. Instructions will be sent to the email address you provide.

Make sure you are typing the email you provided to ISS as your contact. If you do not remember which email address you provided, please reach out to your assigned Self Direction Coordinator.

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  1. Check your email for the instructions sent from websupport@issny.org. Open the email and click the blue Reset Password button.

     

     

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  2. Provide a new password and confirm the password by typing it into the second box. Once finished, click Submit. You will be taken back to the login screen after submitting your new password. From the login screen, use the password you just set to log into your account.

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Resetting your password using the "Portal Access Information" email:

If you requested a password reset from ISS directly, you will receive an email entitled "ISS Portal Access Information".

Below is an example of the Portal Access Information email. It may look different depending on your email client, but the contents are the same. The username and password you will receive will be unique. Please make sure to reference and use the information in the email you receive and not the example.

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    The password provided in this email is a temporary password. Upon successful login, you will be required to change your password and the temporary password will no longer work. 

    1. Go to the Portal login page and type in the provided username/email and the temporary password.
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    2. Upon successful login, you will taken to the Profile Settings page where it will ask you to create a new password. Enter the temporary password in the "Current Password" field. Next, provide a new password in the "New Password" field and confirm the password by typing it into "Repeat New Password" box. Once finished, click Change Password.  You will be taken to the Two-Factor information page where you'll able to proceed with login process.

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    In the Current Password field, enter the temporary password from the email ISS Portal Access Information email. 

    Updated 2/23/2023

     

    How to Update your Contact Information

    It is very important to update your information with ISS when you have a change.  The information that we have for you is how we contact you, how you access the ISS Portal, how we send payments and tax documents, and all manner of things.

    Participants

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    Name Changes

    The only way ISS can update a Participant's name is if the information has been updated with Medicaid first.  Please contact your Self-Direction Coordinator once Medicaid is updated.  They will notify the correct ISS staff to get ISS' systems updated.

    Address, Email, and Phone Number Changes

    Please contact your Self-Direction Coordinator.  They will notify the correct ISS staff to get ISS' systems updated.

    OTP Information / Multi-Factor Authentication

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/portal-basics/page/multi-factor-authentication for instructions on how to do this.

    Please remember to also update ISS of any change in your email address or cell phone if what you use to receive the one-time passcode (OTP) is also what ISS has on file as your contact information.

    Taxpayer and Banking Information

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/electronic-payments for instructions on how to do this.

    Circle of Support, Brokers, Care Managers, Vendors, Etc.

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    Name, Address, Email, and Phone Number Changes

    Please contact your Self-Direction Coordinator.  They will notify the correct ISS staff to get ISS' systems updated.

    OTP Information / Multi-Factor Authentication

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/portal-basics/page/multi-factor-authentication for instructions on how to do this.

    Please remember to also update ISS of any change in your email address or cell phone if what you use to receive the one-time passcode (OTP) is also what ISS has on file as your contact information.

    Taxpayer and Banking Information

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/electronic-payments for instructions on how to do this.

    Support Staff

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    Name Changes

    Please visit the forms page at https://www.issny.org/forms/, download the Personnel Change Form, complete it, and submit it to People Services at peopleservices@issny.org.

    Please note that name changes require a copy of your new Social Security Card along with the completed form.

    Address, Email, and Phone Number Changes

    Please visit the forms page at https://www.issny.org/forms/, download the Personnel Change Form, complete it, and submit it to People Services at peopleservices@issny.org.

    OTP Information / Multi-Factor Authentication

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/portal-basics/page/multi-factor-authentication for instructions on how to do this.

    Please remember to also update ISS of any change in your email address or cell phone if what you use to receive the one-time passcode (OTP) is also what ISS has on file as your contact information.

    Expense Taxpayer and Banking Information

    You need to maintain this information yourself on the ISS Portal.  Visit https://help.issny.org/books/electronic-payments for instructions on how to do this.

    Payroll Direct Deposit Banking Information

    Please visit the forms page at https://www.issny.org/forms/, download the Direct Deposit Authorization Form, complete it, and submit it to People Services at peopleservices@issny.org.

    Updated 02/21/24.

    How to Change Your Password

    To change your password while logged in:
    1. Click Menu in the top right corner and select Change Password.

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    2. Provide your current password, a new password and then repeat the new password. Once you are finished, click Change Password.

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    3. You will now be able to log into the portal with your new password.

    Disclaimer: All names displayed in the above screen shots are fictional characters. No identification with actual persons (living or dead) is intended or should be inferred.

    Updated 2/23/2023

    Portal Best Practices

    We hope the tips below help.

    Set websupport@issny.org as Preferred Sender

    To ensure you receive our emails successfully, please make sure to set websupport@issny.org or the entire domain @issny.org as a Preferred Sender (sometimes called safe sender or whitelisted).  You will need to do this within your email app or on your email's website.

    If you are using Gmail for example, if any user accidentally reports one of our emails as SPAM, Gmail will automatically identify all of our emails as SPAM and will send them to SPAM.  This means that if one person reports one of our emails as SPAM, it can cause email delivery issues for everyone involved (staff, families, the participant, etc.).  By setting your Preferred Sender, you can prevent this issue from happening to you.

     

    Logging On and Logging Off

    The Portal is only accessible through your web browser. Please go to https://portal.issny.org/ on your device's web browser to find the login page for the Portal.

    Visit https://help.issny.org/books/security/page/multi-factor-authentication-f45 for information on Multi-Factor Authentication and One Time Passcodes (OTP).

    Tip:  We recommend logging into the Portal with a new web browser page every time you use it. This will prevent any issues that might occur while having the Portal open for too long!

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    Secure Your Password

    Never share your password with anyone, not even ISS staff providing you with support.  Your password is yours alone and the first step in your account's security.

     

    Your Current Password

    There are three locations you may be asked to enter your current password:

    1. Your first ever login.  The current password is the new, temporary password that has been emailed to you.
    2. You are choosing to change your password.  The current password is the one you had before and have decided to change.  This is the process detailed at https://help.issny.org/books/portal-basics/page/reset-your-password-forgot-your-password.
    3. Your Portal account has been reset by ISS.  The current password is the new, temporary password that has been emailed to you.

    ISS does not know your password.  It is encrypted in our system.  This is why when you forget it, we have to reset your account.

    The Portal and UKG (formerly UltiPro) are not the same.  Your user name will be different.  Make sure you are using the right access info!

     

    One-Time Passcode (OTP) Not Received / Issues:

    Please visit help at https://help.issny.org/books/security/page/multi-factor-authentication-f45 for information on Multi-Factor Authentication and One Time Passcodes (OTP).

    Tip:  Be patient!  The OTP code can take up to a minute to arrive.  The last code requested is the only one that will work!

     

    Bookmarks and Favorites

    We do not recommend bookmarking any Portal page except for the home page which is https://portal.issny.org/.  Make sure you set your bookmark before you log in.

    Tip:  Although your web browser may only display "portal.issny.org", there may be hidden characters in the web URL (see image below). This can possibly cause a problem with accessing that bookmarked page in the future. Bookmarking the page as instructed above will prevent that issue in the future!

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    Clearing Cookies, History, and Cache

    It is very important to routinely clear the cookies, history, and cache on your device to avoid running into problems. We recommend that you know how to clear cookies, history, and cache from the browser you are using.

    Here are the instructions on how to clear cookies on the iPhone and Google Chrome browser:

    iPhones:
    https://support.apple.com/en-us/HT201265

    Androids:
    https://support.google.com/chrome/answer/2392709?hl=en&co=GENIE.Platform%3DAndroid 

    Web Browsers:
    https://support.google.com/chrome/answer/95647?p=rl_error&hl=en&visit_id=637729269701255217-2377492424&rd=1

     

    Too Many Redirects - Error 500

    This is an issue on your device with your browser.

    Too many redirects or Error 500 is a web browser error that can occur when you are using a long URL. You may only see the first part of the URL because your browser shortens it for readability.

    Please use only this URL:  https://portal.issny.org/

    Make sure your browser doesn’t auto-fill the address with anything else.

    We recommend clearing your cookies and browser cache.  For help with that, visit https://help.issny.org/books/portal-basics/page/portal-best-practices#bkmrk-clearing-cookies%2C-hi

     

    Website is automatically loading incorrect login credentials:

    Our website doesn’t generate login information on its’ own. Typically, this is done by a setting in your web browser or phone usually called “Autofill”, which automatically fills in fields with user designated information (i.e. Name, email, address, etc.). You’ll have to look into your device’s settings and adjust those settings appropriately.

     

    Backup Browser and Device

    We recommend that you always have a backup browser and device should you run into problems with one or the other.  Plan for this in case your primary browser/device fails.

    Tip:  Not all web browsers are built the same! For this reason, some websites will work better on Chrome verses Mozilla Firefox. It's always best practice to have an alternate web browser to double check if a website is working or if it's your web browser having trouble!

     

    We recommend you save helpful documents and links and be sure to bookmark the ISS help website so it's there when you need it.  This is always handy when you need to trouble shoot.

    Our help website can be found at https://help.issny.org/ and the link direct to our extensive eTime section is https://help.issny.org/books/etime.

    Be sure to save the links pertaining to your needs.  It is safe to bookmark/favorite any page of our help website.

    Tip:  The help website's search feature is very powerful and a single word might get you exactly the results you need.

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    Still need help?

    Always remember to check the help site at https://help.issny.org/.

    For those looking for support for their Self Direction Program, please reach out to your assigned Self Direction Coordinator.

    If you are a staff member looking for direct support, please reach out to our Staff Support Liaison at staffsupport@issny.org.

    Email websupport@issny.org for technical issues related to the Portal.  We will answer you within 1 to 2 business days.

    If you do decide to leave a voice message, please be aware, we may not get to it right away and you will not receive a call back. All issues and concerns are addressed via email.

    If you do email web support, be specific in your description with as much detail regarding the problem, issue or concern as possible.  The more detail you provide, the quicker we can respond and assist you in a resolution.

    Updated 03/16/2023

    Portal Quick Start Guide

    Log in URL: https://portal.issny.org

    Username & Password:

    Forgot your password:

    Your new Portal Home:

    The Person button:

    Your new Participant Dashboard:

    Your new Dynamic Budget Summary:

    Your new Staff Action Plan:

    Old Participant Portal pages:

     

    Old Participant Portal dashboard:

    Old Documents:

    Old Hab Plans:

     

    Old Contacts:

     

    Old Participant Portal Login:

    Updated 12/01/20

    Multi-Factor Authentication

    Multi-factor authentication (sometimes also called two-factor authentication) is used on the Portal to increase security and help protect your data. After entering your username and password, you will be sent a one-time passcode (OTP) which you will enter to complete your log in.

    Be sure to add both your email address and a cell phone number capable of receiving text messages in your preferences. In case you don't receive the OTP at one, you can use the other method as a back up.

    Existing Users

    Upon login, existing users will select whether to receive the code via email or text message. You can only choose from the email address or cell phone number that you set up in your OTP preferences.

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    New Users

    As part of the initial login process, along with resetting the temporary password, you are required to specify your multi-factor authentication preferences. After providing an email address and cell phone number, a one-time passcode will be sent via the method you choose.
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    Edit Multi-Factor Authentication Details

    To edit your existing multi-factor authentication preferences:
    1. Click the Menu button.
    2. Click My Profile.

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    3. Make the desired changes.
    4. Click Update.

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    FAQ

    The one-time passcode isn't working.

    I didn't receive the one-time passcode.

    Entered one-time passcode, back at Login?

    Email or Text option is grayed out.

    • This happens when the information entered is invalid in some way.  For example:  an email address missing the @, spaces or carriage returns before or after the email or phone number.

    • Please correct or re-enter your information by following the steps above under the Edit Multi-Factor Authentication Details section.

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    Updated 03/16/23.

    Inviting New Brokers to the Portal

    Hello Brokers!

    Welcome aboard! We are excited to have you with us! Below is information on our Portal. This information will include an explanation of the portal, its use, what you should be doing in the portal, and how to login.

    The Portal has three different levels of access to the same data: read only access, approver level access for day to day operational control (such as approval of timesheets and expenses), and setup access for SD Plan setup and adjustments (broker level access).

    Each broker will have a dashboard for all the people he or she supports, which shows all the information in one place. This information will include the submitted timesheets for staff, the year to date budget summaries, approved budgets, and a place to complete the Staff Action Plan so that it is uploaded to our system and then can generate timesheets and other documentation.

    The Participant or their family will have access to all of the same things as the broker, in addition to being able to sign off on documentation.

    We are so excited for you to see this Portal and all that it has to offer. We are confident that it will benefit everyone involved! The Portal will be able to provide information on how much has been spent out on each budget line, as well as how much is remaining. You will be able to access that information whenever you would need to, and it will be more accurate than the year to date reports of the past.

    Here's where we need your help:

    Verify / Approve Contacts:

    In order to assist everyone in the best way possible, we need to verify that the Portal has all the correct contact information. We need you to verify and/or correct the contact information for each of the three main contacts: participant, primary contact, and broker. We are asking for your assistance in making sure we have the correct contact information for each person that you support. Correct email addresses are absolutely crucial to ensure the Portal can function in the best way possible. Once you have acknowledged the accuracy of the participant and primary contact information, we will automatically invite them to the Portal.

    Populate Participant Staff Action Plans:

    We're providing you with the ability to populate the Staff Actions Plan, both Outcomes and Safeguards, for each participant. Upon completion, we will create and send to you a formatted and complete PDF that you can send to the Care Manager. In addition, we will use this information to create new integrated time and billing sheets for support staff.

    How do you log in?

    Simply point your browser to: https://portal.issny.org/

    If this is your first time logging in, your temporary credentials will be emailed to you.

    Please take the time to sign into the Portal and update the contact information. If you have technical issues, please email our Web Support Team (websupport@issny.org) directly.

    Thank you so much!

    Updated 08/30/21

    Inviting New Participants and their Circle of Support to the Portal

    Hello Participants and Circle of Support!

    We are excited to have you with us! Below is information on our Portal. This information will include an explanation of the portal, its use, what you should be doing in the portal, and how to login.

    Each participant and primary contact will have a Dashboard, which shows all their information in one place. This information will include all paperwork submitted to ISS by or on behalf of the participant (i.e. time sheets, expenses), the year to date budget summaries, approved budgets, and a place for the Broker to complete the Staff Action Plan so that it is uploaded to our system. In order for us to update staff time sheets (which removes the need for a separate billing sheet!), we need brokers to create staff action plans in our portal and send us the signed copy.

    We are so excited for you to see and explore the Portal and all that it has to offer. We are confident that it will benefit everyone involved! The Portal will be able to provide information on how much has been spent out on each budget line, as well as how much is remaining. You will be able to access that information whenever you would need to, and it will be more accurate than the year to date reports of the past.

    We have created the following videos to assist you with logging into the Portal and learning how to navigate it.  Please take the time to watch the videos.

    How to Log In

    Introducing the New ISS Portal

    Please take the time to sign in and explore the Portal.

    How do you log in?

    Simply point your browser to: https://portal.issny.org/

    If this is your first time logging in, your temporary credentials will be emailed to you.

    If you have technical issues, please email our Web Support Team (websupport@issny.org) directly.

    Thank you so much!

    Updated 08/30/21

    Portal User Deactivated due to Inactivity

    For security purposes, ISS Portal Users are subject to deactivation after a certain period of time:

    To ensure your account stays active, login to the Portal at least once within these time spans.

    How do I reactivate my Portal User Account?

    You will be notified at the login page if your account is inactive. As per the banner message, please reach out to websupport@issny.org.

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    Update 08/10/2023