Employment Ontario Information System (EOIS) Case Management System (CaMS)

Employment Ontario Information System (EOIS) Case Management System (CaMS) Frequently Asked Questions for Service Providers January 2013 Version 1.0

TABLE OF CONTENTS 1 General... 5 1.1 Which EO programs and services does the Employment Ontario Information System, Case Management System (EOIS-CaMS) support?... 5 1.2 Why did the ministry decide not to integrate with external (i.e., service provider) information management systems?... 5 1.3 What are the minimum desktop requirements for EOIS-CaMS?... 5 1.4 How does EOIS-CaMS ensure the protection of client information?... 5 1.5 Does EOIS-CaMS support accessibility software such as voice recognition (eg. Dragon) and visual software (eg. ZoomText)?... 5 1.6 I have suggestions for improving the functionality of EOIS-CaMS. What is the ministry s plan to enhance EOIS-CaMS functionality?... 6 1.7 Where can I find more information about EOIS-CaMS?... 6 2 User Access... 6 2.1 I ve forgotten my username and/or password. What do I do?... 6 2.2 Why does my system time-out after 15 minutes of inactivity?... 6 2.3 My preferred language is French, yet when I log into EOIS-CaMS all the information is displayed in English. How do I change this?... 7 3 Client Profile and EO Case... 7 3.1 What is the process for duplicate EO Cases in the system?... 7 3.2 Is the Postal Code Look-up linked to Canada Post?... 7 3.3 On the Create Employment page, the Reason for Leaving drop-down list does not include Laid Off or Quit. Will these options be added to the list?... 7 3.4 It is difficult to find and validate the appropriate NAICS Code. It seems that most NAICS Codes return the error invalid. For example: Hairstylist Assistant NAICS 812112 is an invalid code why is this?... 7 3.5 Can NOC and NAICS Code searches be built into EOIS-CaMS?... 8 3.6 Why are there fields on the Register Person page that are not captured on the Participant Registration forms such as Country of Birth?... 8 3.7 If a client is homeless or in transition (e.g., incarcerated), what should we use as a primary mailing address?... 8 4 Service Plan... 8 4.1 Is EOIS-CaMS able to email a plan summary to a client?... 8 4.2 Is a clients service plan accessible across the province?... 8 4.3 Can an EO client have more than one active service plan?... 8 4.4 If an agency offers both ES and LBS, can caseworkers view and edit both types of service plans?... 9 4.5 Do all plan items require an outcome of attained in order to record an outcome for a sub-goal?... 9 4.6 Do I have to "submit for approval" again if I modify my Service Plan?... 9 4.7 Where can I view a complete list of plan items for a sub-goal?... 9 4.8 Will service providers be able to re-open or re-activate a Service Plan in EOIS-CaMS that may have been closed in error?... 9 4.9 Can an agency enter all sub-goals for their clients with start dates?... 9 4.10 If I edit the service plan (e.g., add another sub-goal), do I need to create a new plan summary and have the client or learner accept it?... 9 4.11 If service providers do not update a service plan for 60 days will the service plan appear on the Service Provider Inactive Cases (Client-Level) report? If so, what are the ramifications of this?... 9 Page 2

5 Service Provider Profile... 10 5.1 If a service delivery site delivers more than one program or service, how is this reflected in EOIS-CaMS?10 5.2 Why does my service provider have more service delivery sites in the system than we have delivering a certain program or service?... 10 5.3 Why can t I see the view and edit links next to a service provider member/sub goal/plan item?... 10 6 Client Reviews and Tasks... 10 6.1 Is EOIS-CaMS able to send reminders to caseworkers to follow up on clients or specific tasks?... 10 6.2 Are service provider caseworkers able to capture client notes related to client reviews within the system? 11 6.3 Can service provider caseworkers view a list of tasks that have been assigned to them?... 11 6.4 For tasks, is there a way that you can bulk transfer tasks to another user?... 11 7 Financials... 11 7.1 How does EOIS-CaMS support the financial management of activity?... 11 8 LBS-Specific Questions... 11 8.1 When do I OPEN a LBS Service Plan in EOIS-CaMS?... 11 8.2 When and how do I close a LBS Service Plan in EOIS-CaMS?... 12 8.3 Do I need to close the LBS Service Plan if the learner s goal path changes?... 12 8.4 Will the Learner Plan Template be generated from EOIS-CaMS?... 12 8.5 Do LBS service providers have to enter background employment and educational records for learners?. 12 8.6 How is the Custom Basic Plan Item to be used for LBS learners?... 13 8.7 How should agencies close plan items related to OALCF task groups? Since most task groups are on a continuum that runs through three complexity levels, would an agency keep a plan item open for the entire time a learner is working on that task group? For example, if an agency opens a plan item for Read Continuous Text and plans to teach learning activities within this task group throughout the time a learner is registered in a program, would the agency close the plan item at the end of the learner s overall training or at the end of each complexity level (i.e. 1, 2, 3) within that task group?... 13 8.8 Would an agency close a learning activities plan item once its related milestone task has been successfully achieved? If so, would the agency open a new plan item to continue with more complex learning activities within that task group?... 13 8.9 How do I close a service plan if a learner does not complete their plan?... 13 8.10 If a learner does not need to progress to the point of completing tasks at a complexity level equal to a milestone task, can an agency still complete the plan item with an outcome of Attained? What evidence would an agency have to show that this learner has attained the level as required for their goal path requirement?... 14 8.11 How are carryover learners captured in EOIS-CaMS?... 14 8.12 Can two practitioners working with the same learner and working on different goals gain access to the same learner s file and record progress?... 14 8.13 When does a LBS Service Plan begin to filter into reports?... 14 8.14 Why does Report 64 not capture Service Plans that only include the Learning Activities sub-goal?... 14 9 Forms... 15 9.1 Is there information available to service providers about how personal information is used by the ministry? 15 10 Reporting... 15 Page 3

10.1 If Service Delivery Sites use one Reference Number for all activity, how do reports distinguish between programs and services?... 15 10.2 How do I view a French report on the EOIS Service Provider Reporting Website?... 15 11 Training and Licenses... 15 11.1 What is the difference between licenses and user accounts?... 15 11.2 Can we access a sandbox training environment?... 16 12 Support... 16 12.1 I m having technical issues with EOIS-CaMS, what is the phone number or email address of the EOIS Help Desk? 16 Page 4

1 General 1.1 Which EO programs and services does the Employment Ontario Information System, Case Management System (EOIS-CaMS) support? The EOIS Case Management System supports the delivery of Literacy and Basic Skills (LBS), Employment Service (ES), Summer Jobs Service (SJS) as well as ministry delivered programs including Second Career (SC), Feepayer, Ontario Self Employment Benefit (OSEB) and Job Creation Partnership (JCP). 1.2 Why did the ministry decide not to integrate with external (i.e., service provider) information management systems? Due to 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 have access to various reports that provide them with the information they require to successfully administer programs and services. These reports capture the client information entered in EOIS-CaMS and can be formatted to import client information into other systems. More details on EOIS-CaMS Reports can be found on the Employment Ontario Partners Gateway (www.eopg.ca). 1.3 What are the minimum desktop requirements for EOIS-CaMS? EOIS-CaMS is a web-based system created with out-of-the-box software procured from IBM Cúram. Cúram software uses standard web technologies and formats which should be compatible with all internet browsers; however, Microsoft Internet Explorer 7 is the browser that is officially supported. It is also requires that workstations have the Sun JRE 1.4.2 and higher plug-in which is required for Cúram online help. The Adobe SVG Viewer 3.0-3.03 and Adobe Shockwave Flash Player 9.0.124 or higher are also required to view Cúram application pages such as workflow processes, charts, etc. 1.4 How does EOIS-CaMS ensure the protection of client information? Ensuring the protection of client information was a critical component in the development of EOIS- CaMS. The ministry has worked closely with internal and external privacy experts to ensure the system protects client information and meets all necessary legislative requirements. Access to EOIS-CaMS is secured by unique user names and passwords. The ability to view and access client-level information is controlled by specific user roles and permissions assigned within the system, with only authorized staff having access to EOIS-CaMS. In addition, MTCU users are bound by the Freedom of Information and Protection of Privacy Act (FIPPA). Service provider users are required to adhere to their contractual obligations identified in their agreement with the ministry and in some cases, Personal Information Protection and Electronic Documents Act (PIPEDA) or the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). 1.5 Does EOIS-CaMS support accessibility software such as voice recognition (eg. Dragon) and visual software (eg. ZoomText)? Cúram has been developed using Web Content Accessibility Guidelines (WCAG) and the World Wide Web Consortium (W3C) specifications which provide guidance on accessibility of websites for persons with disabilities. While EOIS-CaMS is compatible with some types of accessibility software, users are encouraged to consult with the applicable software vendor to determine what supports are available. Page 5

1.6 I have suggestions for improving the functionality of EOIS-CaMS. What is the ministry s plan to enhance EOIS-CaMS functionality? The ministry will continue to support future Employment Ontario needs and continues to enhance the functionality of EOIS-CaMS. System enhancements have occurred on a regular basis. At the time of this writing (January 2013), the ministry is planning to launch version 3.2 of EOIS-CaMS for April 2013. Enhancements and bug fixes will continue to be part of the system s ongoing development cycle. If service provider users have suggestions regarding system enhancements, they are encouraged to contact their Employment and Training Consultant (ETC). 1.7 Where can I find more information about EOIS-CaMS? All resource information related to EOIS-CaMS is available at the Employment Ontario Partners Gateway website (www.eopg.ca). Service providers are encouraged to visit the EOPG on a regular basis to receive updates and access resource and training materials. 2 User Access 2.1 I ve forgotten my username and/or password. What do I do? If you ve forgotten your password for ONe-key, select 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 Enrolment Number or PIN for EOIS-CaMS, contact your Service Provider Registration Authority (SPRA) to request that your PIN be re-set. A Service Provider Staff Administration Form must be completed by the user (Sections 1 & 2) and the SPRA (Section 3) to maintain a physical record of the transaction. The SPRA can generate a new PIN in EOIS-CaMS directly. The user will receive two emails. The first will contain their EOIS-CaMS Enrolment Number. The second email, which will follow 48 hours later, will contain their new PIN. If you are a SPRA and you require your PIN to be reset, you must contact the manager at your local MTCU office. The SPRA must communicate the request both verbally and by email and explain why the PIN had to be reset. The SPRA will be required to provide the answer to their challenge question in order to verify their identity. 2.2 Why does my system time-out after 15 minutes of inactivity? The 15-minute system time-out is a corporate security mandate that requires some Government of Ontario internet accessible web applications to be subject to a session time-out to avoid an abandoned session being exploited. The length of this mandatory time-out cannot be adjusted at this time. EOIS-CaMS will time-out after 15 minutes to reduce the risk of a client s personal information falling into the wrong hands. If a user has walked away from their computer without locking the screen, the time-out will ensure that the client s privacy is not breached. Increasing the time-out period will only increase the risk of a privacy breach. Please remember that a random click anywhere within an EOIS-CaMS window will keep the page active, a system function such as Save is not required. If a user is timed out, when he/she logs back into EOIS-CaMS they are brought directly to the screen they were previously working with. Page 6

2.3 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 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. 3 Client Profile and EO Case 3.1 What is the process for duplicate EO Cases in the system? If you have created or found a duplicate EO Case in EOIS-CaMS, there are a few steps that users must take to rectify the issue. The first step is to contact your ETC with the information for both EO Cases (e.g., reference number, first and last name, etc.). In addition, users must close any service plans that are associated with the duplicate EO Case. The ETC will then escalate the issue to the EOIS Help Desk, which will close the appropriate EO case. It is important when searching for a client, that users enter as many search criteria as possible, in order to prevent the creation of duplicate EO Cases. (See Chapter 6 of the EOIS-CaMS Service Provider User Guide). 3.2 Is the Postal Code Look-up linked to Canada Post? The Postal Code Look-up feature is a provincial, government-wide tool that is updated frequently with new addresses. It may not, however, reflect all addresses in newly-built areas. If your postal code is not being reflected in the system, users must notify their ETC who will forward the appropriate address and postal code to the EOIS-CaMS Help Desk. 3.3 On the Create Employment page, the Reason for Leaving drop-down list does not include Laid Off or Quit. Will these options be added to the list? Laid Off and Quit were not included in the drop-down list, as they are very generic reasons. Instead, these two options were broken down into more descriptive rationale on why the client left their place of employment. For example, Downsizing and Shortage of Work might be used instead of Laid Off, and Another Job or Conflict of Interest for Quit. Conflict of Interest includes reasons such as lack of childcare or transportation challenges. 3.4 It is difficult to find and validate the appropriate NAICS Code. It seems that most NAICS Codes return the error invalid. For example: Hairstylist Assistant NAICS 812112 is an invalid code why is this? If you receive an error message related to a NAICS Code you are likely using the American NAICS Code, which will not work in EOIS-CaMS. Use the Canadian NAICS Codes that can be found on the Statistics Canada website: http://www.statcan.gc.ca/subjects-sujets/standard-norme/naicsscian/2012/index-indexe-eng.htm. This link is an important resource, as the system requires users to use the most up-to-date NAICS and NOC codes. You are encouraged to save this link in your Favourites for easy access. Page 7

NAICS Codes should be searched for in a separate web browser so the user can switch between the NAICS Code screen and the EOIS-CaMS screen. 3.5 Can NOC and NAICS Code searches be built into EOIS-CaMS? No, the size of these lists makes this functionality prohibitive. 3.6 Why are there fields on the Register Person page that are not captured on the Participant Registration forms such as Country of Birth? The Participant Registration forms align with the mandatory fields on the Register Person page of EOIS-CaMS. The mandatory fields fulfill various reporting and administrative obligations and requirements. The other, non-mandatory fields on the page are not required to register a client. These fields are available for data collection if the service provider wishes to capture additional information such as Country of Birth. Please remember that only fields with an orange asterisk are mandatory. 3.7 If a client is homeless or in transition (e.g., incarcerated), what should we use as a primary mailing address? A primary address is a mandatory field in EOIS-CaMS. For clients who may not have a permanent residence, we suggest using your agency s address as the primary address and update the record when the client obtains a permanent residence. This practice should only be used in exceptional cases. 4 Service Plan 4.1 Is EOIS-CaMS able to email a plan summary to a client? No, the system does not include the functionality to e-mail a client s plan summary. Users are able to utilize general desktop Print Screen functionality to take a snapshot of the plan summary and then copy and paste into an e-mail as required. 4.2 Is a clients service plan accessible across the province? To support Employment Ontario priorities, all service provider caseworkers and ministry staff (i.e., ETC) can view an individual Employment Ontario case and a client s LBS service plan; however, only the Service Provider Caseworkers within the agency who created the service plan have the system access to modify the details on a client s service plan. 4.3 Can an EO client have more than one active service plan? Yes, clients may have concurrent service plans (Open, Approved or Active) of different program types (i.e., a client could have active ES and LBS service plans at once). In addition, an LBS learner may also have multiple LBS service plans with any status (Open, Approved, Active, or Closed). However, for programs such as ES and SJS, there can only be one service plan (that is Open, Approved or Active) assigned to the program participant at any point in time. The ability to support multiple LBS service plans for an LBS learner is exclusive to this program. Page 8

4.4 If an agency offers both ES and LBS, can caseworkers view and edit both types of service plans? Yes, they will have full access to this information. It is the ministry s expectation that service providers will be able to manage their staff and system activity accordingly to ensure the protection of client information. 4.5 Do all plan items require an outcome of attained in order to record an outcome for a subgoal? No, the system only requires that at least one plan item have an outcome of Attained before a subgoal can be marked as Attained. For example: The learner has the sub-goal Understand and Use Numbers on their LBS service plan with three plan items: Manage Money, Manage Time and Use Measures. The learner has attained Manage Money, but did not attain the Manage Time or Use Measures plan items. At this time, the sub-goal could be closed with an outcome of Attained because the system rule has been met. 4.6 Do I have to "submit for approval" again if I modify my Service Plan? No, submitting for approval is a system step that is only required for the initial creation of a service plan. The system is checking that a client summary and at least one sub-goal and one plan item exist for the client. Once the service plan is approved and activated, it will never need to be reapproved or re-activated. 4.7 Where can I view a complete list of plan items for a sub-goal? All plan items are listed on the Plan Content page when users navigate to the appropriate sub-goal. Please review the EOIS-CaMS Service Provider User Guide for detailed instructions on navigating to the Plan Content page. 4.8 Will service providers be able to re-open or re-activate a Service Plan in EOIS-CaMS that may have been closed in error? No, once a service plan is closed it cannot be re-opened. If there is a situation where a service plan has been closed in error another service plan will have to be created. 4.9 Can an agency enter all sub-goals for their clients with start dates? Yes, this can be accomplished by including Estimated Start Dates for the plan items belonging to these sub-goals. 4.10 If I edit the service plan (e.g., add another sub-goal), do I need to create a new plan summary and have the client or learner accept it? Once a service plan has been activated, the system does not require that a new plan summary be created and accepted. The creation and acceptance of additional plan summaries is at the agency s discretion. 4.11 If service providers do not update a service plan for 60 days will the service plan appear on the Service Provider Inactive Cases (Client-Level) report? If so, what are the ramifications of this? The Service Provider Inactive Cases (Client-Level) report will simply measure if a service plan has had an edit or deletion within 60 days, not whether true activity is occurring. The report is a reference document designed for use by service providers; it does not relate to your organization s performance. Page 9

5 Service Provider Profile 5.1 If a service delivery site delivers more than one program or service, how is this reflected in EOIS-CaMS? Service delivery sites are based on physical location where Employment Ontario services are delivered. Even if more than one program or service is offered at the same funded service delivery site, it will have the same Reference Number what is commonly known as the Service Delivery Site (SDS) ID (e.g., 3010A) in EOIS-CaMS and in your agreement with the ministry. Only if the actual physical location of program delivery is different will a separate reference number (SDS) exist (e.g., 3010A and 3010B). The ministry uses a formal naming convention that reflects the physical location and not a program or service. 5.2 Why does my service provider have more service delivery sites in the system than we have delivering a certain program or service? EOIS-CaMS captures service provider information for service delivery sites relating to a number of different funded Employment Ontario programs and services. The service delivery site name reflects the physical location and is program neutral. Service provider profiles and service delivery sites cannot be deleted once created; they can only be made inactive by a local ministry office. Depending on where the service provider and service delivery site information is being viewed, inactive service delivery sites may still be visible. Inactive sites won t show up in the list when creating service plans, although they will show up when searching for a service delivery site through the search feature. 5.3 Why can t I see the view and edit links next to a service provider member/sub goal/plan item? This occurs when list menus are enabled. To correct this, under preferences in the toolbar, List menu enabled should be set to no. 6 Client Reviews and Tasks 6.1 Is EOIS-CaMS able to send reminders to caseworkers to follow up on clients or specific tasks? Yes, EOIS-CaMS supports the administration of tasks for users in the system. Users are able to generate, assign and manage tasks to support operational needs within their agency. Tasks are managed in the user s My Workspace page each time they log into the system. The information displayed will include the task subject, the date in which the task was assigned as well as the date the task is due. Please review the EOIS-CaMS Service Provider User Guide Chapter 3 - Common Features for more information on task functionality. Page 10

6.2 Are service provider caseworkers able to capture client notes related to client reviews within the system? Yes, notes functionality is included in EOIS-CaMS. A user can capture notes in the Notes page in the navigation section. Users are cautioned that all notes entered in the system will be viewable across the province by all users. Notes cannot be deleted once entered, so it is important to ensure the text is correct and appropriate. Using the Delete action simply changes the status of the note to Cancelled and the note will remain visible to the user. 6.3 Can service provider caseworkers view a list of tasks that have been assigned to them? Once a task has been created and assigned to a user, the user can view and reserve the task to themselves. A complete list of reserved tasks can be found when the user logs into the system on the My Workspace page. Please review the EOIS-CaMS Service Provider User Guide for more information on task functionality. 6.4 For tasks, is there a way that you can bulk transfer tasks to another user? Yes, this functionality is explained in the EOIS-CaMS Service Provider User Guide in Section 4.6.1. 7 Financials 7.1 How does EOIS-CaMS support the financial management of activity? While EOIS-CaMS captures basic financial amounts related to training supports for individual clients, it is not a financial management system and does not support payments to clients on behalf of service providers. 8 LBS-Specific Questions Section 8 has been included to highlight commonly asked questions regarding EOIS-CaMS service plan functionality and how the system supports the delivery of LBS. The questions outlined below focus on system functionality and are designed to supplement information contained in the EOIS-CaMS Service Provider User Guide. The questions and answers DO NOT replace the program guidelines and/or other program resources which have or will be made available to LBS service providers. Please contact your Employment and Training Consultant if you have any questions. 8.1 When do I OPEN a LBS Service Plan in EOIS-CaMS? One of the five services that all LBS service providers deliver is Information and Referral. Service providers offer walk-in or referred clients with information about the LBS service they and other LBS service providers in the community provide for various goal paths. After receiving this information, the client may choose to follow up with programming at that site or may opt to be referred to another LBS service. At this point, a client can be counted and recorded within the Information & Referral (IR) section of EOIS-CaMS. If the client opts to continue with the process, the service provider will conduct some general (screening) assessment activities to ensure their service is the right one for this client. Once it is determined that the LBS service and the client are a good fit, the service provider will, together with the client, complete the LBS Participant Registration form which is required to set-up the client in EOIS-CaMS. Page 11

With the client s signed consent, information can be recorded in EOIS-CaMS. Once further assessment is done and broad competencies are determined for the client, an LBS Service Plan is created in EOIS-CaMS by LBS staff. Only authorized LBS staff can maintain the LBS Service Plan. At this point, the client then becomes a learner, and the further details of the learner plan can be completed. The learner plan includes additional instructional and assessment information which does not appear on the service plan. 8.2 When and how do I close a LBS Service Plan in EOIS-CaMS? All LBS learners will have different needs, and therefore their LBS Service Plans should differ. Generally, when the learner has completed most, if not all of the tasks and competencies associated with achieving their goal path, the LBS service provider should then consider closing the learner s service plan. LBS service providers are expected to use their professional judgement and knowledge of the learner in making this determination. Please remember -- before closing the LBS Service Plan in EOIS-CaMS, all plan items and subgoals must have an associated outcome. These outcomes can either be Attained, Not Attained, or Cancelled. The next step is to select close on the Service Plan Home Page. The final steps to closing the service plan are to record information on the closure reason, customer satisfaction, outcome, exit learner gains score, if the goal path specific culminating task has been completed successfully, and if the learner completed all goal path required learning activities. Once this information has been recorded, the service plan can be closed. Once in the status of CLOSED, an LBS Service Plan cannot be reopened. 8.3 Do I need to close the LBS Service Plan if the learner s goal path changes? The LBS Service Plan in EOIS-CaMS was created to be flexible in supporting a leaner s needs. This means that if a learner s goal path changes during service, the LBS provider may change their recorded goal path in the system accordingly. This is possible as all sub-goals and plan items are transferable between all goal paths, allowing users to change the goal path, even when there are sub-goals and plan items associated with the active service plan. 8.4 Will the Learner Plan Template be generated from EOIS-CaMS? Currently, the Plan Summary is generated based on the sub-goals and plan items in the system. The Learner Plan Template is not going to be generated by the system in April 2012, but this functionality will be included in a future release. 8.5 Do LBS service providers have to enter background employment and educational records for learners? It is helpful to record this information for context and to keep the overall client profile up to date, but it is not mandatory. Having access to the educational and employment history information on the client s profile will aid you, as well as other service providers, to meet learners goals. Service providers must also understand how some of this information may relate to the LBS Performance Management Framework, Phase 2. Page 12

8.6 How is the Custom Basic Plan Item to be used for LBS learners? The Custom Basic Plan item is where service providers can record activities that do not fit under the six competencies sub-goals or the 12 plan items in the Learning Activities sub-goal. It can be used for learners in any of the five goal paths. For example, it can be used for a learner in the Apprenticeship Goal path who is doing some upgrading at a college and has decided to get a GED credential in order to register as an apprentice. It can also be used to identify higher-level activities (something a learner would do in 6-8 weeks) for any level part-time learners or lower-level learners who will take more time to show progress by doing a milestone task. 8.7 How should agencies close plan items related to OALCF task groups? Since most task groups are on a continuum that runs through three complexity levels, would an agency keep a plan item open for the entire time a learner is working on that task group? For example, if an agency opens a plan item for Read Continuous Text and plans to teach learning activities within this task group throughout the time a learner is registered in a program, would the agency close the plan item at the end of the learner s overall training or at the end of each complexity level (i.e. 1, 2, 3) within that task group? Since the milestones are aligned to competency, task group and level, the plan item for task groups is closed once the selected milestone is marked as attained. There is no expectation that learners have to complete all levels. The recorded attained milestones indicate if they have achieved the plan item(s). For the example of "Read Continuous Text," the system has an Expected Outcome that records levels 1, 2, or 3. If the learner has completed the milestone for a complexity level then the plan item should be closed and a new plan item for the next level should be opened. Using this method, a complete history will be recorded in EOIS-CaMS. If a user closes a plan item at the end of the overall training, they will not be able to see that they worked through levels 1, 2 and 3, as these steps wouldn't be recorded; there would just be a level 3 outcome and milestone. 8.8 Would an agency close a learning activities plan item once its related milestone task has been successfully achieved? If so, would the agency open a new plan item to continue with more complex learning activities within that task group? EOIS-CaMS does not dictate how many plan items should be included in a service plan. If the user chooses to add the Learning Activities sub-goal and record learning activity plan items, that is their choice. Plan items may be added to the service plan at any time while it is in an open state. They do not all have to be chosen at the outset. 8.9 How do I close a service plan if a learner does not complete their plan? The outcomes for plan items and sub-goals include the value of Unattained that can be used to record when aspects of the plan have not been completed or attained. The standard process for closing a service plan remains the same. Page 13

8.10 If a learner does not need to progress to the point of completing tasks at a complexity level equal to a milestone task, can an agency still complete the plan item with an outcome of Attained? What evidence would an agency have to show that this learner has attained the level as required for their goal path requirement? EOIS-CaMS was designed to support LBS business requirements. In order to close a plan item as "Attained," a milestone must be recorded. 8.11 How are carryover learners captured in EOIS-CaMS? For learners that are in training in 2011-2012 fiscal and will carry over to continue training past April 2012, the date of January 1, 2012 is entered in as the Assessment Date for the Learner Gains Score. This is a "work around" so that service providers and MTCU will be able to recognize learners that have carried over from IMS to EOIS-CaMS. This work around will not be required in March-April 2013. For more information relating to carryover learners, refer to the LBS Learner Carryover and Transition Guide on the EOPG: http://www.tcu.gov.on.ca/eng/eopg/programs/progs_servs_list.html#lbs 8.12 Can two practitioners working with the same learner and working on different goals gain access to the same learner s file and record progress? Yes, as noted in section 4.2, Service Provider Caseworkers within the agency who created the service plan have the system access to modify the details on a client s service plan. This means that multiple practitioners within the same agency can work on different aspects of the same service plan simultaneously. 8.13 When does a LBS Service Plan begin to filter into reports? LBS Service Plan information begins to filter into various reports based on the status of the service plan. For example, as soon as an LBS Service Plan is created the system applies an Open status to the plan, and information begins to filter into the LBS Case Activity report (Report 61). With the creation of a client profile and addition of a sub-goal and plan item, the service plan can then be submitted for "Approval". Doing so, changes the service plan status to Approved with the updated client profile information being reflected in the LBS Case Activity report (Report 61). Once the learner agrees to their LBS Service Plan, their acceptance of the LBS Service Plan (aka Learner Plan) can and should be recorded in the system which will bring the service plan to the Active status. At this point, the service plan will begin to be reflected in the Learners Served section of the Detailed Service Quality report (Report 64). Finally, when the service plan is changed to the Closed status, its data will then filter into other sections of Report 64. 8.14 Why does Report 64 not capture Service Plans that only include the Learning Activities sub-goal? Learning Activities were added so that LBS providers could have somewhere to capture the learner s classes, and that the Learner Plan would be able to show both classes and competencies; however, the expectation is that a service provider MUST also record the OALCF Competencies which the Learner is working on. The LBS program measures OALCF competencies and currently Learning Activities on their own is not the principle measure. Consequently, if a learner s service or learner plan does NOT include one of the six competencies, the service or learner plan is excluded from the LBS Detailed Service Quality Report 64. Page 14

9 Forms 9.1 Is there information available to service providers about how personal information is used by the ministry? Both the ES and LBS Participant Registration forms that are used to capture client/learner information include a Notice of Collection Consent statement. This statement outlines the reasons for capturing the client/learner s information and requires consent to collect information for the purposes of administering the associated program. Service providers are required to explain this information to clients/learners at the time of registration. Further questions related to the Participant Registration forms should be directed to your Employment and Training Consultant. This statement also contains a section that requires a client/learner to acknowledge that the service provider has explained how the service provider organization is using this data for their own business purposes. 10 Reporting 10.1 If Service Delivery Sites use one Reference Number for all activity, how do reports distinguish between programs and services? Reports are generated using more than just the Service Delivery Site Reference Number. EOIS- CaMS reports use multiple data sources to ensure performance and operations results are properly associated with the correct programs and agreements. The data used includes program name, service plan type (e.g., Literacy and Basic Skills, Employment Service, Summer Jobs Service), and the service plan start and close dates to name a few. 10.2 How do I view a French report on the EOIS Service Provider Reporting Website? In order for a SDS to have French reports generated the site must change their preferred language in EOIS-CaMS to French. English reports will always be produced, but with French selected as the preferred language for the SDS, the site will have both English and French reports produced for it. Once the preferred language is changed, all reports going forward will have French deployment. This language change will have no affect retroactively. French reports can be accessed by clicking on the Francais link on the top right of the screen. 11 Training and Licenses 11.1 What is the difference between licenses and user accounts? Your organization s license allocation is the number of users your organization can have working in the system at one time. While the license allocation limits the number of users using the system, each organization is also allocated a maximum number of users. This number may exceed your licenses allocation, allowing SPRAs to set up more users than allocated licenses. For example, if you are allocated 12 licenses, and your user organization s user limit is 20, then you can only have 12 out of those 20 possible users logged into the system at one time. Page 15

11.2 Can we access a sandbox training environment? Due to corporate security concerns a sandbox training environment can not be made available to users outside the Ontario Public Service s network. However, the ministry has made several resources including online training modules and user guides available to ministry and external users. 12 Support 12.1 I m having technical issues with EOIS-CaMS, what is the phone number or email address of the EOIS Help Desk? As per the EOIS-CaMS Support Model outlined in the Employment Ontario Information System (EOIS) Case Management System (CaMS) Release 3.0 Start-Up Kit, your first point of contact for technical support is your knowledge expert/service provider lead. When an EOIS-CaMS issue needs to be elevated to the ministry, the service provider lead will then contact the Employment and Training Consultant. Page 16