Frequently Asked Questions
Who is Kea Systems?
Kea Systems is people helping people. We have been creating software for over thirty years. Having many years of experience in the social service community and with Regional Centers in the Department of Developmental Services, we felt that these agencies, as well as direct service providers in the DDS system, especially small non-profits, were under-served by the rapidly advancing software industry. We felt that we could do something about that and started Kea Systems, Inc.
Who can use Kea-Live?
While KEA-Live was designed primarily for Regional Centers, other social service agencies can use KEA-Live to assist in their conduct of case management, especially direct service providers (vendors) in the Regional Center System. KEA-Live is flexible, scalable, structured modularly, is cost effecive, and because it is delivered over the Internet, it can be used by almost any social service agency, including individual consultants involved in case management.
Within a Regional Center, Case Managers, Case Aides, Managers and Supervisors, and Accounting staff can use various functions of Kea-Live and each can have an individually customized set of functions they most often use in their personal dashboard.
What if I need custom forms or reports?
We will create your forms and reports if requested. If they can be used by our other clients, we will add them to our libraries, making them available to all users. In this case, we will charge a minimal fee for producing them. If a form or report is too specific to your organization and cannot be used by others, we will charge on a fixed bid basis and upon approval, produce a specification and any necessary documentation.
If you have in-house ability to create Crystal Reports, we will provide you with specifications of the database as needed and you can create the reports yourself. We only require that you submit the report for inclusion in our library for our other clients\' review and possible adoption/use.
What help and training can we get?
Through the Help function, you can access our Help Desk where you can log problems, ask questions or research previous support issues. And the software has embedded Help for each page and major function fields. This is a 'WIKI' Help feature, that is, your agency can modify or rewrite any help text, from scratch if needed.
Training is also available in a variety of ways through your agency. Each agency is different and we tailor our training to the needs of each agency\'s specific requirements. You should ask your system administrator or manager what your agency\'s policies are and what training they have asked us to provide.
Generally, after initial training, an experienced case manager will have little problem learning the system by using it and reading the Page and Field help. Nevertheless, we provide a Help Desk and Knowledge base, accessed through our software. If you need individual or group training, we would be happy to accommodate.
Is Kea-Live HIPAA Compliant?
HIPAA or the ‘Health Insurance Portability and Accountability Act’, was enacted by the U.S. Congress in 1996. There are many elements to the act and unfortunately there are many interpretations as it applies to electronic health care data and transactions. Insofar as it applies to our software, we have addressed and implemented the most common and important elements, some of which are:
Can I change the terminology used in the system?
Different agencies, even different Regional Centers use different terms at times, for example, the synonymous terms 'consumer and client', 'case manager and service coordinator', or 'resource and vendor'. If you have administrative permission you may change any of these terms. This is true of all field labels, column headings, function buttons, and most of the text throughout the system.
What browsers can I use for Kea-Live?
Each browser is different and can affect the way application programs work. KEA-Live works best with Internet Explorer. We are working on making KEA-Live work with Chrome and it will be available soon. We strongly recommend that you use Internet Explorer until Chrome, FireFox and other browsers are fully supported.<
Is the data in KEA-Live backed up?
If KEA-Live resides on your agency\'s server, backup of your data is the responsibility of your system administrator. If, however, your database resides on Kea\'s servers, your data will be backed up daily. If you wish a more frequent backup or a larger number of saved backups (typically one week), just let us know and we will accommodate any reasonable scheme. In the unlikely event that a \'restore\' is required, we are ready to help get you back up and running with your latest database backup.
What support can be expected from Kea Systems?
We consider support an indispensable part of our software services. We treat each client, each issue, each question, and each request in the same manner. And because we consider support so important, we have endeavored to add functionality to our software that mitigates the need for support. We have implemented Wiki Help so that user documentation is specific to your needs. We have a Help Desk system integrated into our software that is intuitive and easy to use 24/7. We will respond to support issues immediately during business hours and immediately the next morning if support entries are made after hours.</span></p>
Many support issues are rooted in inefficiencies of the software so we have endeavored to make the software as \'self customizable\' as possible, with User specified labels, meta data such as drop downs, audit trails that track changes and user activity so that problem analysis is a much easier task for our programmers, and much more.
We continue to research the \'state of the art\' in terms of software support and will implement new methods and technologies that improve your support experience. The FAQ section of our web site and our knowledge base which is dedicated to the improvement of your work experience, both of which continue to grow, are examples of the self help philosophy inherent in our software.
What makes Kea-Live different from other case management software for Regional Centers?
Kea-Live is essentially two things; data, and an intuitive, efficient, easy to use and learn interface. Because the data is basically predefined by DDS and over half a century of experience of Regional Centers in collecting it, the most important aspect of the data is where and how it is stored. Kea-Live uses Microsoft's SQL Server database, arguably the most popular and easy to use database for an enterprise the size of a Regional Center.
Kea-Live's interface is Web based and therefore has a modern and familiar look and feel to today's sophisticated users. It is a much better choice in terms of usage and this is readily apparent when one sees a Kea-Live demo, and substantiated, once a center starts to use it.
In terms of cost, although the price tag for Kea-Live is relatively low, the true measure of the cost of software tools, is the long term savings derived out of its use. And one of the primary virtues required of any software tool, and fundamental to the savings calculation, is support. We give support the highest priority, even above development because if you develop something that does not work and is virtually unsupportable, you've wasted all the time and money you spent on development by both the user and the developer.
Kea Systems has three programmers dedicated solely to Kea-Live here in the States, and a team of top level programmers in China that can be adjusted in terms of numbers between 3 and 8 depending on development and maintenance requirements at any given time. The core of that group has been with Kea-Live for six years. That makes Kea Systems extremely agile and able to address software issues quickly and relatively inexpensively. In addition to our programming staff, we have individuals Stateside that can accommodate changing requirements for support, training and QA testing.
And everyone at Kea Systems is dedicated to making Kea-Live the preeminent case management software for Regional Centers.
How much does Kea-Live cost?
It depends. While this may sound evasive, as we learned from the CADDIS experience, or perhaps we always knew, there are 21 Regional Centers, each with a different set of requirements. While we have endeavored to make Kea-Live as flexible as possible with features such as self customization, multiple forms and reports libraries, Wiki Help and meta-data management, it would be impossible to set a single price for all Centers.
Factors that affect price are the size of the center, local requirements and constraints, in-house capabilities to create reports, train and support staff. What we can say up front is that the base price, while proportional to the size of the center, is surprisingly low. The support costs, also based on center size, is eminently affordable and fair.
The primary contributor to final price, is the cost of customization. If you opt to use Kea-Live 'Out of the box' as developed and existing at another center, your cost will be very near the base price. If you need considerable customization and unique functionality, the cost will rise accordingly. The quickest way for you to estimate the cost is to see a full demo of the software, discuss possible customization with staff and with other centers currently using Kea-Live, and then sit down with us to come up with the cost together.
Are there User Manuals and where can I find them?
Like so many other forms of printed material, software user manuals have been replaced by online documentation. History has taught us that except for a user manual’s initial use, users rarely reference them, let alone read them as part of their training. Kea-Live has taken a different approach to training and user documentation.
We understood the traditional purpose for these manuals and how they were provided. Typically, these documents were printed and supplemented initial training, and then served as references for the more complex and sophisticated processes and functions that were used infrequently. Other than that, they were rarely used because after the initial training period for new users, the information resided in the users' minds. This knowledge was therefore often different from user to user, and often resulted in less than the best user productivity.
Kea-Live has taken everything normally found in a traditional user manual, and embedded it in the software. This information is provided in 'Page Help' that is specific to each functional page or form on the system. On each page there is additional information provided in 'Field Help'. In both cases, the user can display the help message on demand.
This functionality, as noted in becoming more and more common on web based software, but Kea-Live took this a step further. All Page and Field help messages are modifiable by users who have sufficient credentials or permissions. This 'Wiki' feature is described in the Knowledge base post 'Wiki Functionality'.