Start-Up Kit. Employment Ontario Information System (EOIS) Case Management System (CaMS)

Transcription

1 Employment Ontario Information System (EOIS) Case Management System (CaMS) Start-Up Kit IMPORTANT: Before attempting to log into EOIS-CaMS, please make sure you have been set up as a system user by your Service Provider Registration Authority (SPRA). If you do not know who this is speak to your manager. AUGUST 2014

2 TABLE OF CONTENTS Why the EOIS-CaMS Start-Up Kit?... 3 Getting Registered in the System... 4 Logging into EOIS-CaMS... 5 Logging out of EOIS-CaMS... 9 Logging into the EOIS-CaMS Service Provider Reporting Website EOIS-CaMS Service Provider Reporting Roles Frequently Asked Questions EOIS-CaMS Support Model Page 2 of 20

3 Why the EOIS-CaMS Start-Up Kit? The EOIS-CaMS Start-Up Kit is an at your finger-tips ' document which outlines instructions, reminders and key information for Employment Ontario (EO) Service Providers as they begin using the Employment Ontario Information System, Case Management System (EOIS-CaMS) for the first time. The Start-Up Kit is a complement to the EOIS-CaMS Service Provider User Guide - think of it as a Coles Notes -type of resource. We encourage all new users of EOIS-CaMS to keep this resource at hand as they become familiar with the system. The EOIS-CaMS Start-Up Kit is intended for all EO Service Provider staff that will use EOIS- CaMS and/or the EOIS-CaMS Reporting Website to support the administration and delivery of EO programs and services. The EOIS-CaMS Start-Up Kit includes information in the following topics: Getting Registered in the System How to Log in and out of EOIS-CaMS and the EOIS-CaMS Service Provider Reporting Website EOIS-CaMS Roles and Responsibilities EOIS-CaMS Resources EOIS-CaMS Support Who to contact if you need HELP! Page 3 of 20

4 Getting Registered in the System The first step to getting set up in EOIS-CaMS is being granted a user role by your Service Provider Registration Authority (SPRA). Once the SPRA has registered you as a user in the system, two autogenerated s will be sent to you informing you to log into EOIS-CaMS. The first will contain the EOIS-CaMS Enrolment Number (otherwise known as a User ID number). This enrolment number is a unique number and is assigned to each user when they log into EOIS-CaMS for the first time. The second , sent two days later, will contain your EOIS-CaMS Private Identification Number (PIN) along with the website link to access EOIS-CaMS. For your reference, the subject line of the system generated s will appear as follows: Message 1 - From Employment Ontario On-Line Access/ Concernant l accès en ligne à Emploi Ontario Message 2 - From Employment Ontario On-Line Access/ Concernant l accès en ligne à Emploi Ontario If you do not receive these s, first check your spam/junk mail folders, as these s may have been captured by spam filters, then check with your SPRA. IMPORTANT: Your Enrolment Number and PIN are confidential. You are encouraged to keep this information in a secure location as a lost Enrolment Number and/or PIN will require several days to reissue. Page 4 of 20

5 Logging into EOIS-CaMS To access EOIS-CaMS, you must pass through a two-tier security system. The first tier is through the Service Ontario ONe-key system. Once you have created a ONe-key account, the second step is to log into EOIS-CaMS. The Enrolment Number and PIN contained within the two system s relate to logging into EOIS-CaMS, not ONe-key. Outlined below are the steps you will follow to log into EOIS-CaMS. 1. Enter the following URL into your web browser: **Be sure to save this in your web browsers Favourites** If this is your first time accessing ONe-key, you ll need to create an account. Click the Sign up now button and proceed with the ONe-Key Registration. More information is available in the EOIS-CaMS Service Provider User Guide. If you already have a ONe-key account, enter your login details (ONe-key ID and Password) and proceed to step 2. Page 5 of 20

6 2. Once you are logged into ONe-key, the All Services from A to Z page will be displayed. Click EOIS- CaMS Application. Page 6 of 20

7 3. Enter the EOIS-CaMS Enrolment Number that was sent to you in the first (Message 1 - From Employment Ontario On-Line Access) in the required field, and click Submit. 4. Enter the EOIS-CaMS Private Identification Number (PIN) that was sent to you in the second (Message 2 - From Employment Ontario On-Line Access) in the required field, and click Submit. Page 7 of 20

8 5. You will be directed to the EOIS-CaMS Home Page. NOTE: It may take a moment to access this page. Do not use the Refresh button in your browser while you are waiting. Page 8 of 20

9 Logging out of EOIS-CaMS For security/privacy purposes, users must logout of EOIS-CaMS by using the Log out feature, as opposed to simply closing the browser window. Once you have successfully logged out of EOIS-CaMS, you will be brought to the ONe-key - Confirm Logout page. Click Confirm Logout to logout of the ONe-key Portal. Page 9 of 20

10 Logging into the EOIS-CaMS Service Provider Reporting Website Accessing the EOIS-CaMS Service Provider Reporting Website is also accomplished through the ONe-key Portal. You will use the same EOIS-CaMS Enrolment Number and EOIS-CaMS PIN that you used to log into the system. IMPORTANT: For those users who have not been given a system role, but have been solely set up as EOIS-CaMS reports users, you will still receive two system generated s, but the EOIS-CaMS PIN provided will only allow you to access the reporting website. To access EOIS-CaMS Service Provider Reports, follow Step 1 (outlined on page 5) to log into the ONekey Portal. From that point, follow the steps outlined below: 1. On the All Services from A to Z page, click EOIS-CaMS Reporting. Page 10 of 20

11 2. Enter the EOIS-CaMS Enrolment Number that was sent to you in the first (Message 1 - From Employment Ontario On-Line Access) in the required field, and click Submit. 3. Enter the EOIS-CaMS Private Identification Number (PIN) that was sent to you in the second (Message 2 - From Employment Ontario On-Line Access) in the required field, and click Submit. Page 11 of 20

12 4. You will then be directed to the EOIS Service Provider Reporting Page. EOIS-CaMS Start-Up Kit Page 12 of 20

13 EOIS-CaMS Roles and Responsibilities Service Provider Caseworker: Users with the Service Provider Caseworker role can register new clients and maintain client information in the system. This role can be assigned to individuals who enter and modify client data on the client profile, as well as create and modify service plans. This EOIS-CaMS role is generally assigned to a staff person responsible for the input and management of client data. Service Provider Administrator: Users with the Service Provider Administrator role have the same user rights as users with the Service Provider Caseworker role but will also be able to record aggregate data. This role is responsible for creating, viewing and editing Aggregate Data captured in EOIS-CaMS (e.g., information sessions data). Service Provider Manager: Users with the Service Provider Manager role can monitor Service Provider activity, assign Service Provider user roles in the system, and record aggregate program activity data. This role is responsible for creating, modifying and closing user accounts in EOIS-CaMS. In addition to the user management responsibility in EOIS-CaMS, they also have the same system access rights as the Service Provider Administrator and Caseworker. Note: The Service Provider Manager is a system role and not program position. Identification of EOIS-CaMS Function by System Role Search/ Search/ Create/ View a Role View a Modify Service Client Client Profile Plan Service Provider Caseworker Service Provider Administrator Service Provider Manager Create/ Modify a Service Plan Create/ Modify Aggregate Data Create/Modify System User Accounts Page 13 of 20

14 EOIS-CaMS Service Provider Reporting Roles EOIS-CaMS Start-Up Kit The reporting roles are independent of the EOIS-CaMS user roles. For example, staff could have an EOIS- CaMS user role and not be assigned any reporting role. The opposite also applies, where it is possible to have a reporting role without an EOIS-CaMS user role. The choice is at the discretion of the service provider. Service Provider Manager Users with the Service Provider Manager reporting role have the ability to view and print all manager and staff level pre-defined, pre-processed Service Provider reports. Note: This role is automatically assigned to an individual registered as a SPRA. Service Provider Staff Users with the Service Provider Staff reporting role have the ability to view and print all staff level predefined, pre-processed Service Provider reports. IMPORTANT: Users that have only a reporting role and not an EOIS-CaMS user role do not count against the EOIS-CaMS license allocation or user accounts. This means that an organization has no limit to the number of reports users they can register. Page 14 of 20

15 EOIS-CaMS Resources Additional EOIS-CaMS resources are located on the Employment Ontario Partners Gateway (EOPG) under the EOIS-CaMS section. Make sure to visit the EOPG frequently for regular updates: Under the Guides and Resources header, you will find the following resources: EOIS-CaMS Service Provider User Guide Organized by chapters, this document provides detailed step-by-step instructions to guide you through EOIS-CaMS. EOIS-CaMS Detailed Reporting User Guides These guides provide users with detailed information on how the information is collected and calculated for the various reports. EOIS-CaMS Desk Aids Desk aids provide quick tip information on some of the trickier functionality within EOIS- CaMS. Under the Training header, you will find the following resources: EOIS-CaMS Online Modules Online modules have been created to introduce staff to system concepts as well as specific system functionality. Based on their role, staff will be required to complete certain online modules in a sequential order. Under the User Management header, you will find the following resources: EOIS-CaMS Service Provider User Management Guide This guide provides SPRAs with detailed instructions on how to create, maintain and close staff user accounts. ONe-key User Guide This guide provides users with detailed instructions on the ONe-key enrolment process. EOIS-CaMS Staff Registration Forms Under the Communications header, you will find the following: EOIS-CaMS Service Provider Bulletins Bulletins are published regularly to update service providers with information regarding changes to EOIS-CaMS functionality, new EOIS-CaMS resources or any other information pertinent to the use of EOIS-CaMS. Page 15 of 20

16 Frequently Asked Questions GENERAL: What are the minimum desktop requirements I need to use EOIS-CaMS? The recommended screen resolution for the system is 1024 x 768. For information on how to change the screen resolution, please refer to EOIS-CaMS uses standard web technologies and formats. The system is compatible with all internet browsers, however, Microsoft Internet Explorer 8, 9 or 10 is recommended. Text size can be increased, if needed, within the browser. For example, in Internet Explorer, this can be found under View. For EOIS- CaMS Release 4.0, the recommended minimum hardware requirements are Intel 2.13Ghz or higher Processor with 2 GB RAM. Can EOIS-CaMS integrate with external (i.e., service provider) information management systems? Due to significant technical compatibility issues in integrating with external systems, as well as privacy obligations pertaining to client information, EOIS-CaMS will not integrate electronically with external systems. Service providers will have access to various reports that will provide them with the information they require to successfully administer their EO programs and services. These reports will utilize the client information entered in EOIS-CaMS and can be formatted to import client information into other systems. Which fields are mandatory? A blue asterisk (*) is displayed beside mandatory fields. I m having technical issues with EOIS-CaMS, what is the phone number and address of the EOIS Help Desk? As per the EOIS-CaMS Support Model outlined on Pages 19 and 20 of this document, your contact for technical support is your Employment and Training Consultant. What is the difference between an error message and an information message? An error message appears at the top of the main content area and can be easily identified by the red circled x. An error message means the system cannot move forward until corrective action is taken. The wording of the message indicates what action is required. Page 16 of 20

17 An information message also appears at the top of the main content area and is identified by a blue circled i. An information message is intended to promote or remind you of additional actions which may be required but will not prevent you from going forward. USER ACCESS: I ve forgotten my username and/or password. What do I do? If you ve forgotten your password for One-Key, click Forgot your password? on the One-key log-in page. The system will prompt you to create a new password after successfully answering the recovery questions on the Password Recovery Questions page. If you ve forgotten your username/password for EOIS-CaMS, contact your Service Provider Registration Authority (SPRA) to request that your PIN be re-set. Your identity must be verified before staff can proceed. Once re-set, two new s will arrive (48 hours apart). Log in to ONe-key as a New User to establish a new ONe-key ID and Password. This log-in process is exactly the same as the initial log-in; therefore, you must walk through the enrolment steps of entering your enrolment number and your private identification number (PIN). I am not able to access the EOIS Service Provider Reporting Website, what should I do? Check with your Service Provider Registration Authority to confirm you have a reporting account assigned to you. If you have a reporting account assigned to you, please ensure your internet browser supports 128- bit encryption and that JavaScript and cookies are enabled. Please refer to the Report Troubleshooting and Tips Section of Chapter 10 Case Management Systems Reports of the EOIS-CaMS Service Provider User Guide for instructions on how confirm these requirements. Why can't I see a report? Only the file folders and reports a user has permission to access will be visible to the user on the EOIS Service Provider Reporting Website. Access roles are noted in the Quick Reference Desk Aid and Chapter 10 of the EOIS-CaMS Service Provider User Guide. Your Service Provider Registration Authority is responsible for providing you with and/or changing an EOIS report access role. Page 17 of 20

18 My preferred language is French, yet when I log into EOIS-CaMS all the information is displayed in English. How do I change this? As per the instructions in the EOIS-CaMS Service Provider User Guide - Chapter 4: Service Provider User Access, you can change your own language preference. Once the Preferred Language setting has been changed, you will have to log out of EOIS-CaMS. The next time you log back into the system the changes will have taken affect, and your new preferred language will be displayed. How do I view a French report on the EOIS Service Provider Reporting Website? French reports can be accessed by clicking on the Francais link on the top right of the screen. For more EOIS-CaMS Questions and Answers, please visit the Frequently Asked Questions page of the EOIS-CaMS section on the EOPG: Page 18 of 20

19 EOIS-CaMS Support Model. The EOIS-CaMS support model has been designed to allow for the identification, assessment, assignment and resolution of enquiries/issues through a simple escalation process. At the local level, system users will be expected to determine if a solution : is covered in EOIS-CaMS resource documents such as system status messages noted on the One-key login page, the EOIS-CaMS Service Provider User Guide, desk aids etc.; has been previously identified for the same/similar situation and can be used in this case; and if not readily available, whether the problem must be escalated to the local ministry office. The model is based upon the expectation that users will first consult local resources such as those noted above or a knowledge expert in their organization (i.e., a staff person who has developed a proficiency with EOIS-CaMS), followed by the local ministry office, if necessary. If an issue/enquiry cannot be adequately resolved at the agency level or by the local ministry office, the matter will be escalated to the EOIS Help Desk for action. Again, service provider organizations are expected to identify a knowledge expert (aka a lead staff person) at either the organizational or service delivery site level who will work with system users to do simple troubleshoot and provide a 1 st level of support. For service providers with multiple service delivery sites in more than one region, you may want to consider a lead per region. When an EOIS-CaMS issue must be escalated to the Ministry, the service provider lead will contact their local Employment and Training Consultant (ETC). The formal escalation process is outlined on the next page. IMPORTANT: The EOIS-CaMS Help Desk can only deal with EOIS-CaMS related issues; it does not have the capacity to deal with program operational related enquiries covered by resources such as program guidelines. Page 19 of 20

20 What to do if you encounter a system related issue: Level 1 1. Check your EOIS-CaMS User Guide and/or other resources 2. Consult with your organization s EOIS-CaMS knowledge expert Level 2 3. The EOIS-CaMS knowledge expert contacts the local ETC outlining the system problem with as much detail as possible. The ETC will troubleshoot. To expedite responses to technical issues, the EOIS- CaMS knowledge expert must be prepared to provide the following: Service Delivery Site name EOIS-CaMS Site ID - the ID used when a service plan is created SP knowledge expert contact information (i.e., phone number and address_ Screen shot if available (CTRL, ALT Print Screen) pasted into an to the ETC Participant Name/Case ID if applicable. Level 3 4. If your local ETC is unable to provide an answer or resolve your problem, they will consult with their Local Business Expert (LBE) who may require additional information and, if required, will escalate the issue to the EOIS Help Desk. The Local Business Expert are ministry staff in regional offices who have additional detail knowledge of EOIS-CaMS. LBEs provide support to ETCs. EOIS-CaMS Help Desk 5. Upon receipt of enquiries from the LBE (with complete information of the steps taken), the EOIS Help Desk will log the enquiry and ACKNOWLEDGE receipt of the incident with the originating Service Provider knowledge expert. The service standard is to acknowledge receipt of the enquiry within 4 hours of receiving it from the LBE during normal business hours. 6. The EOIS Help Desk will troubleshoot, diagnose and identify a response (i.e., a permanent solution, workaround, etc) and will notify the knowledge expert typically by . Please note the amount of time required to resolve a system issue will vary. You encounter a non-system related issue: If you have questions regarding the a specific program or and its associated performance measurement, please refer to the appropriate program guidelines for Service Providers and/or other program information and tools posted to the EOPG. If your questions are not addressed in these documents, please contact your local ETC. Page 20 of 20