Frequently Asked Questions

This page contains some of the most Frequently Asked Questions our we receive from providers using our system. We will continue to update this page as we receive more questions.

Registration Questions

KinderBridge (Application Program Interface) / Care Management Systems Questions

KinderConnect/KinderSign/KinderSmart Questions

REGISTRATION

When do we start using this system?

All systems go live beginning on 5/17/23. Go live is the starting line and providers will be sent their registration emails over several weeks in stages. We will have this rolling out over the coming weeks in a controlled rollout to provide optimal support and time to learn. Providers that have received their tablets will receive the registration email first in the next two weeks, followed by providers using KinderBridge (API)/CCMS. We appreciate your cooperation in waiting for your emails.

I use a KinderBridge (API)/CCMS and am ready to register. Will I receive my registration email on 5/17/23?

providers will be sent their registration emails over several weeks in stages. Providers that have received their tablets will receive the registration email first in the next two weeks, followed by providers using KinderBridge (API)/CCMS.

I have not received my verification code email yet. How can I get it sent to me?

Our registration team is sending out verification emails in stages. The email will be coming from SupportTX@kindersystems.com If you have not received your verification email, you will be receiving your code in the coming weeks. If you have already received your tablet, please hold on to your tablet until you receive your registration email with your verification code.

I received my verification code, but my information does not match. How can I complete registration?

The registration information must match the information that was provided on the survey. If you are entering this information and are still receiving the error message, please send an email to SupportTX@kindersystems.com Be sure to include the following:

License Number, Center Name, Operator/Main Contact Name, Phone number, Email – as it was included on the survey.

Our registration team will verify your information to assist you in completing registration. You may also contact TX3C Support at 888-265-6461 Monday through Friday 6am – 9pm Central Time.

**All providers should have completed the survey sent by TWC**

The survey would have come from the email TWC@public.govdelivery.com

I have not received a tablet and do not use a KinderBridge (API)/CCMS. How do I get a tablet?

You must complete the survey sent by TWC. We can only ship a tablet and send the registration code if TWC has given us approval.

If you have not filled out a survey, please email tx3cquestions@twc.texas.gov to request a survey.
If you have already filled out a survey and still did not receive a tablet, please email tx3cquestions@twc.texas.gov to request your tablet. Please note: Only providers not using a KinderBridge (API)/CCMS. for attendance will be sent a tablet.

TWC will process your request and send a tablet request on your behalf.

How do I register my tablet?

You can follow step by step instructions on how to register your tablet here, or for instructions in Spanish click here.

KinderBridge (API)/CCMS Providers

Which version of ProCare do I need to be able to integrate with KinderConnect?

KinderConnect can currently integrate with ProCare Desktop. You may contact ProCare Support for assistance in setting up integration with KinderConnect.

Please note: If you use Procare Cloud, you will need to use a state provided tablet to collect attendance until ProCare Cloud integrates with KinderConnect.

Which KinderBridge (API)/CCMS Providers can integrate with KinderConnect?

At this time, the following KinderBridge (API)/CCMS providers have been certified by TWC:

Procare Desktop App
Brightwheel
Wonderschool
ChildPilot
Playground
SmartCare by VanCo
Lillio (formerly HiMama)
Famly

*This list will be updated as new providers become certified.

If we use a CCMS Software/KinderBridge (API), do we still receive a tablet?

No. Providers using a KinderBridge (API)/CCMS will continue taking attendance with their KinderBridge (API)/CCMS and export attendance to KinderConnect. If using a KinderBridge (API)/CCMS, KinderSign and KinderSmart will be disabled. You may view the KinderBridge (API)/CCMS Provider webinar and other information here or by selecting KinderBridge (API)/CCMS Provider under the Provider tab on the homepage.

I received the tablet and I use a KinderBridge (API)/CCMS. What do I do with the tablet?

The tablet must be returned. Providers must send their tablet return requests to tx3cquestions@twc.texas.gov. State Helpdesk will contact KinderSystems when the return label is ready to be sent. Providers will receive a return label from KinderSystems once approved by the state.

My KinderBridge (API)/CCMS works with parents’ smartphones, but staff enters attendance for the families/children that do not have a smartphone. If I am unable to enter attendance on behalf of a subsidy/Child Care Services (CCS) family/child using my KinderBridge (API)/CCMS, how will that affect me?

The state does not allow providers to enter attendance on behalf of a subsidy child in any system, so TWC would like to know how we can help you stay in compliance. If a provider is not in compliance with this policy, they may be put on a Service Improvement Agreement (SIA) or Corrective Action Plan (CAP) and could even lose their agreement and ability to care for subsidy children. Please send any questions about this issue to Tx3cQuestions@twc.texas.gov.

What happens if there is one child in error when exporting attendance?

If there is one child with incorrect information when exporting attendance, all other attendance with correct child information will still be exported to KinderConnect. The information for the child with the error will need to be reviewed in your KinderBridge (API)/CCMS to confirm that the information matches exactly as it appears in KinderConnect. Once the child’s information is corrected, you may re-export that child’s attendance.

Please note: Only days without previous attendance entered (empty cells) can have attendance re-exported to KinderConnect.

KINDERCONNECT/KINDERSIGN/KINDERSMART

How does a daycare know what system to use…KinderSign, KinderSmart, or KinderConnect?

KinderConnect is the web application used by providers to review the attendance recorded through KinderSign and KinderSmart. KinderSign is a tablet app where Sponsors enter their child’s attendance. KinderSmart is the mobile version of KinderSign. We recommend providers view the Webinar and QRC’s to get to know the system.

Are all Providers required to use KinderConnect?

All Texas providers receiving subsidy are required to use KinderConnect.

Will providers have to set up each child in KinderConnect?

All information for subsidized records is automatically imported by the state. Once you register in KinderConnect, you will see the information for all the subsidized children in your program.

How will attendance be entered for Before and After school children since sponsors are not there to sign them into KinderSign?

At this time, sponsors can Backdate Attendance when they pick their children up. First, they will backdate the attendance for the time their child arrived at your center and then enter the attendance for the time they are signing their child out. Sponsors have 6 consecutive days to enter this attendance or any missed attendance.

If the Provider is the child’s transportation, the Provider may take the tablet with them so the Sponsor can sign in or out the child.

But if the tablet needs to stay at the location for others to sign in then the Provider should contact the State Helpdesk at tx3cquestions@twc.texas.gov

How do I unlock my KinderConnect account after too many failed log in attempts?

Please give our support line a call. Only support representatives can unlock an account.

What do the different colors mean on the attendance entry screen in KinderConnect?

The different colors tell you several things about your attendance. Please see the QRC here for examples of the colors and what they mean. For the Spanish language version, click here.

Parents are using KinderSign but the timestamps are not showing up in KinderConnect?

They may need to re-register their phone. To do this, they will need to scan the KinderSmart registration form located on the Sponsor Detail page. Then the will need to scan the provider mobile sign in sheet at your location. If the issue persists please give our support line a call at 1-888-265-6461 and one of our representatives will happily assist you in resolving this.

I’m not sure parents will use this new system since the last TWC attendance system was a hassle to use. Will there be any consequences for the parents if they do not use the new attendance system or backdate missing attendance?

KinderSign has a simple sign in/out process for parents and sponsors. They also have the option to enter attendance using KinderSmart on their smartphones, while at your center location. Providers can guide parents to view the support video and Quick Reference Cards (QRC’s) under the Parents and Sponsors tab on the TX3C.info site.

Childcare providers, except for Relative Providers, are always paid on the authorization. Providers are NOT penalized if a parent is not entering attendance. Excessive absence consequences are applied to the child when they hit 40 absences, but that consequence has been waived until October 1, 2023. Providers are always paid while there is an active referral/authorization in the system. Providers should be checking KinderConnect regularly to make sure referrals/authorizations are still in place and parents are entering attendance.