Frequently Asked Questions (FAQs)

Do you provide 24/7 support?

Our business hours are: Monday – Friday - 8:00am – 4:30pm

We do not provide 24/7 support but myAvatar system outages can be reported to the IT helpdesk at any time at (866) 268-9311.

What do I do if the myAvatar application is down during business or non-business hours?

Please call and report it to the Waukesha County helpdesk at (866) 268-9311.

What are the recommended password criteria?

Minimum of 8 characters
Alphanumeric
One special character (*!$#&)

Please remember your password as Waukesha County Avatar support can help you change it only during regular business hours.

I forgot my password/I need to change my password.

Please refer to Reset Your Password page.

Password changes will be resolved during regular business hours:
Monday – Friday - 8:00am – 4:30pm

I entered the wrong password multiple times, and I got a message saying that I am locked out

Please refer to Reset Your Password page.

The Account Unlock issue will be resolved during regular business hours: Monday – Friday - 8:00am – 4:30pm

I logged in and I got a message that says “Password will expire in 7 days. Do you wish to enter a new password now?”

Avatar passwords are set to expire every 180 days. Please change your password before the expiration date.

I logged in and got a “Your password has expired” message.

Avatar passwords are set to expire every 180 days. Please set a new password.

I don’t remember what system code I am supposed to use when I log into Avatar.

There are two system codes under which a client will fall. CCS and TCM. Please use the CCS system code if you are documenting on a CCS client and the TCM system code for a CRS client.

LIVECCS or LIVETCM

myAvatar is very slow and my widgets are not loading.

Please ensure that it is a true myAvatar issue by checking your internet connection and making sure you can access other sites. Performance of myAvatar can be affected by slow internet speed. If everything seems to be working, please call the helpdesk on 1-866-268-9311 to report slowness.

The myAvatar application is down/my password needs to be changed/I am locked out of the system and cannot enter my Progress Notes.

Please document your note in Word and back enter in myAvatar once the system is up and running or your password has been reset.

I need a progress note voided.

Progress Notes in draft can be edited/deleted by the author of the note. For help with a finalized note, please use the Clinical Progress Note Void Form on the help page.

I have questions about documenting in the system.

Please check with your super user and refer to the training documentation on the vendor website first before contacting the Vendor relations team.

I’m trying to document a client, and they are not showing up on the “My Clients” widget. What do I do?

Please document your note in Word and back enter in myAvatar once the client is on your case load.

Please contact CCSCRSvendorrelations@waukeshacounty.gov and provide them with your name, the name of your agency, and the client’s name.

I have a client asking for a copy of their records. What do I need to do?

Please document your note in Word and back enter in myAvatar once the client is on your case load.

An Authorization Form is required when:

-You are requesting copies of Health/Client Information
-You want copies of Health Information to be sent to another health care provider for treatment purposes
-You need your Health/Client Information to go to third parties

Email, Mail or Fax the form to:
Human Services Center
Attn: Centralized Records
514 Riverview Avenue
Waukesha, Wisconsin 53188
(262) 548-7212
Fax: (262) 548-7274
Email: hhsrecordsrequest@waukeshacounty.gov