Online Helpdesk - CAFE Upgrade

Go to CAFÉ at www.dcfs.la.gov/cafe, and enter the reason for your visit (e.g., New Application, Redetermination, Check Case Status, etc.) and your personal information. You will then be directed either to the new CAFÉ system or the original CAFÉ system.

• The new CAFÉ system has a green background and is labeled "CAFÉ Self-Service Portal" near the top of the screen.
• The original CAFÉ system has a blue/gray background and is labeled "CAFÉ Customer Portal" near the top of the screen.

DCFS is moving all cases over to the new CAFÉ Self-Service Portal in phases. We began this process on Nov. 18, 2019, with a pilot-test period and will continue moving cases into the new system over the next few months until all clients are using the new system.

DCFS has made several new improvements, including new security measures for the CAFÉ Self-Service Portal. To ensure that every CAFÉ account meets the minimum security standards to protect your information better, all customers will have to create new CAFÉ accounts when they are directed to the new CAFÉ Self-Service Portal (green).

If you have applied for Medicaid online and have an existing LaMeds account, you will use that user name and password to log into the new CAFÉ Self-Service Portal, rather than creating a new account.

If you have an open case with DCFS, creating a new login for CAFÉ will not close your case. The CAFÉ portal account allows you to link to your DCFS account.

Your new CAFÉ portal will allow you to do even more than you did before, including making it easier to communicate with your caseworker.

You could apply for benefits without creating a CAFÉ account, by submitting a guest application. However, if you do create a CAFÉ account, you will also be able to:

• Save an application and complete it later, rather than having to complete the application in one sitting;
• Check the status of your application;
• Report changes;
• Submit a redetermination;
• View current benefits.

In addition, with the new CAFÉ upgrades, you will be able to sign up to receive e-Notices instead of paper notices by mail, send a question to your worker, and import information from previous applications. E-notices will be available in your CAFÉ Inbox for 12 months from the date each notice is created.

If your case has been moved to the new CAFÉ Self-Service Portal, or if you are applying for benefits for the first time, follow the instructions found here to create an account in the new CAFÉ system.

Instructions for creating an account in the original CAFÉ system can be found here.

You will need to provide your first and last name, have a valid email address, and create a username, password and PIN number. You will receive an email with a link to validate your email address.

Creating a new CAFÉ account will not change your User Number and PIN for 1-888-LA-HELP-U.

If you have applied online for Medicaid and have an existing LaMeds account, that user name and password will also be used for your new CAFÉ account, so you do not need to create another account. Use your LaMeds user name and password to log into the CAFÉ Self-Service Portal.

Once you have created an account for LaMeds or the new CAFÉ Self-Service Portal, you will not be able to create another account in CAFÉ using the same email address.

If you continue to have trouble creating a new account, you may call 1-888-LA-HELP-U (1-888-524-3578) or email LAHELPU.DCFS@la.gov for assistance.

Yes. To create an account in the new CAFÉ Self-Service Portal, you must have a valid email address. You will be asked during the account creation process to access that email acount and click on a link to validate your email address.

Using a valid email address to create a new CAFÉ account adds more security to protect your account information. Having a valid email address also allows you to reset a forgotten password by having a temporary password sent to you through email.

Once you have created an account on the new CAFÉ Self-Service Portal, you will not be able to create another account using the same email address. 

No. You must create a new account login. If you had an existing CAFÉ account in the CAFÉ Customer Portal, you may use the same email address to create the new account login in the CAFÉ Self-Service Portal, but you must go through the steps of creating the new account.

Once you have created an account on the new CAFÉ Self-Service Portal, you will not be able to create another account using the same email address.

While we are moving cases into our new CAFÉ system in phases, Child Support clients whose cases are moved into the new CAFÉ Self-Service Portal will temporarily lose the ability to contact their Child Support caseworker through CAFÉ. That messaging capability will be restored once all cases have been moved into the new system. In the meantime, you may email LAHelpU.DCFS@la.gov or call our Customer Service Center at 1-888-LA-HELP-U (1-888-524-3578) to ask questions about your case.

If you have a CAFÉ Self-Service Portal account that is linked to an Active Case, you may send your worker one of the following messages:

• I would like to reschedule my interview.
• When is my scheduled interview?
• Why did my case close or benefit amount change?
• Was my verification received?
• I received a letter, but I do not understand it.
• I received a phone call from the agency.

You may submit one question every 2 business days.

If you have additional questions not listed here, you can contact the Customer Service Center at 1-888-LA-HELP-U (1-888-524-3578) or email LAHELPU.DCFS@la.gov. 

There are links in the upper right corner of the CAFÉ page where you can select what language you want the information to be displayed in.

If you are trying to change the language back to English, click "Inglés" (if the page is in Spanish) or "Tiêng Anh" (if the page is in Vietnamese).