Client and Cost Management System (CCMS) Early Adopter Training Pack

Transcription

1 Client and Cost Management System (CCMS) Early Adopter Training Pack Content

2 1. Introduction 2. Timeline 3. Latest news 4. What can I do now to prepare? 5. Training 6. Roles and Responsibilities 7. Provider event 8. What support will be available in the lead up to go live? 9. Contacts 10. Keeping you informed

3 1. Introduction This training pack is the second of four packs aimed at giving you the information you need for your organisation to be ready to go live with the Client and Cost Management System (CCMS). The packs follow a basic timeline. Each pack is launched at a key stage in the timeline and contains all the information you need to complete readiness activities during that stage: Introduction you received this pack on 23rd July Training- Now Go Live Support (New cases) Go Live Support (Transfer of existing cases) This pack launches the CCMS training, which is available on our dedicated website and provides an overview of: The training available for you and staff within your organisation Details of the roles and responsibilities available on CCMS and guidance on how you can tailor training to the needs of your staff Information about a forthcoming training event, where you can talk to a member of the team about CCMS. You should cascade the information in this pack to your colleagues. The information contained here is available for anyone to download from the website.

4 2. Timeline Invitation & survey Introductory event Introductory pack Training pack Training available on website Early Adopters begin identifying training needs and accessing training Early Adopter training event Go-Live pack User set up begins Go-Live Communications Start using the system for your new cases Support begins Completed Completed Completed Now Now Minus 4 Weeks Minus 3 Weeks Minus 2 Weeks GO LIVE Post Go-Live The timeline sets out all of the high level activities you need to undertake to be ready for go-live. Each pack is launched at a key stage in the timeline and contains all the information you need to complete readiness activities during that stage.

5 3. Latest News We are working towards an Early Adopter go-live date of the 2nd of September Our key aim is to ensure the maximum improvements have been delivered to the system to provide you as Early Adopters with the best user experience before we go live. We are working hard to implement the lessons learnt in the pilot, however the planned date for implementation may be subject to change. We will ensure your nominated contact is kept informed of any changes. More information will be provided at the Training Events held on the 6th and 7th of August, or circulated afterwards for those who cannot attend. Training Resources are now live for Early Adopters Preparations so far: You received an invitation to become an Early Adopter, which included a survey asking for basic information about your organisation, and for you to nominate an individual to be your CCMS Firm Administrator. A briefing event was held, providing an overview of the system, differences in online working, and what support would be offered to you as Early Adopters You received an Introductory Pack, sent on 23rd July. This provided an overview of the key activities you will need to undertake prior to go live, and the support you will receive at each stage. You received information about training events which will provide an overview of all the training materials available to you and give you the opportunity to ask any questions to a member of our team. E-learning modules, Quick Guides, and other resources are available for Early Adopter use on the CCMS Training Website. For more detail on what s available for you, go to Section 5.

6 4. What can I do now to prepare? The key activities that you should be undertaking at this stage are: Identify those members of staff in your organisation who will need access to CCMS Access the CCMS Training Website to review the e-learning modules, roles and responsibilities document, and quick guides. Identify which roles should be assigned to each of your staff. Ensure each member of staff who will have access to CCMS has completed the appropriate online training modules for their role on the training website. Attend the Training Event to ask any questions you have about training, roles and responsibilities.

7 5. Training Interactive training modules and guidance are now live on the CCMS training website and are available for you to download. The training resources include: Online training modules Quick guides FAQs Accessing CCMS training Anyone can log in to access the training, including members of your staff and third parties, such as costs draftsmen. Each user will be required to register and log in to the website to access the training that is available. In order to register, you will need to provide the following information to create an account: Name Legal Aid supplier number address Password

8 (Section 5 continued) Online training modules Each training modules gives you a bite-sized run-through of a different CCMS system process. This means that they can be used in any combination to create an introductory course for a user in your organisation based on their role, or individually as a reminder about a particular process or activity. The modules have been grouped into four sections: Navigation in CCMS Making an initial application. Managing Live Cases. Closing cases and submitting bills. This table sets out the modules that are contained in each section. Module Section Navigation in CCMS Making an initial application Module Title Introduction to CCMS Search Case Managing Notifications Submitting Electronic Evidence Submitting Evidence by Post Search Client and Create Applicant Making a legal aid Application Means Assessment Information Merits Assesment Information Update and Submit Application Managing Live Cases Closing cases and submitting bills Amendments Prior Authorities Assign Counsel Submit Legal Appeal Change of Client Circumstances Provider Transfer Payment on Account Recording Outcome & Discharge Submit Bill Submit Appeals Quick Guides Each e-learning module has an accompanying quick guide which summarises the steps of each process in a handy step by step guide. These are ideal as refreshers of the modules and to keep as desk guides to help you as you use the system. FAQs You can also view a list of the most common queries the team are asked, which will be regularly updated. Feedback on the online training At the end of each training module there is a link to a short online feedback survey. We would encourage you to complete this survey for every module you undertake (it should take no more than a couple of minutes). We will use the feedback to improve the training experience for other users. We have asked on the survey for your contact details, this is entirely voluntary but would be helpful to us if you would be happy for us to contact you to discuss your feedback further.

9 6. Roles and Responsibilities Each CCMS user within your organisation must be set up and assigned a role. Information about how to set up users will be contained in the next pack. This will be sent to you three weeks before the system is live when roles become available. The roles have been designed to give you the flexibility to define the system access you grant to a user. You may allow them access to a specific part of the system only, or grant them access to the whole system; depending on their responsibilities within your organisation. The same role can be assigned to as many users as your organisation requires, and an individual user may also be granted as many of the roles as the system administrator feels is appropriate. The training a user needs to undertake will depend on the user role they are assigned. You should start to consider each user within your organisation, and which role they will take once the system is live. As a general guide, the table contained in this section describes the types of training that are appropriate for the different roles in CCMS. More detailed guidance on CCMS user roles, and the types of responsibilities in the system, is available here. Module Section Navigation in CCMS Making an initial application Managing live cases Closing cases and submitting bills Role Modules in this section are appropriate for all system users as they give a basic introduction to key parts of the system and common functionality such as notifications. Modules in this section are appropriate for users who support the completion of Legal Aid applications, such as fee earners and supervisors. Support staff may also benefit from understanding some parts of the application process if they have responsibility for some elements of the process e.g. registering client details. Modules in this section are appropriate for users who manage the progress of live cases, e.g. applying for amendments to a certificate, such as fee earners and supervisors. Support staff may also benefit from understanding some parts of the application process if they have responsibility for some elements of the process e.g. checking notifications from the LAA. Modules in this section are appropriate for users who submit legal aid bills for certificated legal aid, such as fee earners, supervisors, billing clerks and costs draftsmen. Support staff may also benefit from understanding some parts of the application process if they have responsibility for some elements of the process e.g. checking notifications from the LAA.

10 7. Provider event You have been invited to attend a Training Event on the 6th and 7th of August. Training Events are designed to focus on training resources available to you and the preparatory activities that you need to undertake at this stage as well as a chance to talk to a member of the programme team and ask questions. As we are aware that it is not convenient at this time of year for all firms to send a representative to an event, we are now running the events as Webex sessions that you can log in and join online. More details about the Webex sessions are being circulated in the alongside this pack and will also be highlighted on our website. Please CCMSPilot@legalaid.gsi.gov.uk if you have any questions about training events.

11 8. What support will be available? More details of the support following go live will be available in your Go Live Pack, which will be sent to you two weeks before the system goes live. The online training modules will be available throughout the countdown to go-live, and beyond. They can be accessed at any time, which means they can be used for refresher training if needed. If you have any questions regarding your training, or CCMS, you can contact the Implementation Team at The LAA Online Support team, who currently support your access to other LAA business systems, can also provide you with assistance if you have any technical queries. Contact them on A contact list which explains who to direct different queries to is available on our dedicated training website or in Section 9 of this pack.

12 9. Contacts Types of Query Team Contact Information Queries about CCMS, Early Adoption or the training website Implementation Team General Queries Contract Managers Sioban Heywood Adele O Brien adele.o brien@legalaid.gsi.gov.uk Janet Land janet.land@legalaid.gsi.gov.uk Richie Leech richie.leech@legalaid.gsi.gov.uk Paul McArdle paul.mcardle@legalaid.gsi.gov.uk Queries about your LAA firm system administrator or roles & responsibilities on CCMS Online Support Online-support@legalaid.gsi.gov.uk

13 10. Keeping you informed We will provide general information about preparing to go-live with CCMS to your nominated contact, who has responsibility for ensuring this is cascaded to your organisation. If there is a change to the plan, including if there is a change to the go live date, we will telephone and your nominated contact and update the CCMS Training website with the latest information. All the information we share is available here updates. and you should check it regularly for

14 MoJ Designed by Communications Directorate, The Design Team. July 2013.