IMS PIC Help

IMS PIC Coaches

IMS-PIC is a complex system that can challenge new and experienced users. PIH has assembled a team of field personnel called IMS-PIC Coaches to extend and augment the help desk team at REAC Technical Assistance Center. There are one or more coaches in every field office. These coaches specialize in helping IMS-PIC users. They are trained and assisted by the national operations staff. Their mission is to train users, distribute information to users, answer questions and to keep a watch for systemic problems.

For most problems, you should first call your IMS-PIC Coach in the local field office. The current list of IMS-PIC Coaches can be found at:
http://www.hud.gov/offices/pih/systems/pic/sac/pic_coaches.pdf

If the coach is unable to help you, the next step is to report your problem or issue to the Technical Assistance Center (TAC).

REAC Technical Assistance Center (TAC)

For PIC User support please contact PIH-REAC's Technical Assistance Center (TAC). Hours of operation are Monday to Friday, 7:00AM to 8:30PM Eastern Standard Time.

Contact Details

Mailing Address:
Office of Public and Indian Housing
Real Estate Assessment Center
Technical Assistance Center (TAC)
550 12th Street, SW, Suite 100
Washington, DC 20410

Before calling the TAC please be logged into your computer, have your PHA code, FYE, and your User ID, and an email address and phone number. TAC call volume is the heaviest at the start of the day and the start of the week. Your request will be assigned a ticket number for tracking and accountability purposes. Always include your ticket number when communicating with the TAC.

When phoning the TAC

Choose Option 4 to talk with someone concerning the PIC system modules and error messages. TAC support neither pre-empts or replaces the relationship you have already established with your PIC Coach. TAC support is designed to assist in those areas where your PIC Coach can not give support. TAC support consists of first, second and third tier assistance. If the first tier cannot assist you, your request is escalated to the next tier. If necessary, your request may be assigned to a contractor for assistance.