Training Presentation December 2016 HELP DESK Training Training Presentation December 2016 Site Name Training Date Update Site Name &Training Date

Agenda Role and responsibilities of Local/Site Help Desk Help Desk Workflow Handling of Personal Information/Personal Health Information (PI/PHI) for Support Purposes Resources By the end of this training session, you will: Understand your role and responsibilities in providing support for the ConnectingOntario ClinicalViewer Understand the process to follow for initial troubleshooting and engaging second level support Understand processes required to send PI/PHI for support purposes Know where to access support contacts and resource materials CO_TrainHelpDesk_Presentation_V_A_v01

Roles and Responsibilities of the Local/Site Help Desk Perform initial troubleshooting activities before escalating incidents to the eHealth Ontario service desk such as: First-Level support for clinicians: logging calls; where appropriate, escalating to the eHealth Ontario service desk Monitoring and resolving local customer service cases Repair of supported workstations and devices Addressing local connectivity issues, including password resets Providing local administration for users Perform maintenance, support and communication activities including: Communication of planned and unplanned service disruptions affecting access to ConnectingOntario ClinicalViewer or the operations of data feeds Monitoring data feeds and rejected messages on a scheduled basis Maintaining and managing Secure Sockets Layer (SSL) certificate renewals Refer to ConnectingOntario Operations Guide for Site Help Desks for full list of responsibilities

For Contributing Sites Only Remove this slide for Viewing Only sites For Contributing Sites Only Additional Responsibilities of Local/Site Help Desk In addition to troubleshooting, the local/site help desk is responsible for communicating to appropriate internal subject matter experts: Updates on ConnectingOntario Terminology/Mapping Changes Error Reports Codes on the Fly Weekly Conformance Error reports are sent on first business day of every week to local/site help desks which then must be delivered to site Integration Specialists or Error Queue/Dead Letter Queue Administrators Refer to Operations Guide for support scripts for Codes on Fly and Conformance Errors

Sunday 12:00 a.m. – 6:00 a.m. Maintenance Windows The ConnectingOntario ClinicalViewer maintenance window for all application updates, operating system-patching and anti-virus is: Sunday 12:00 a.m. – 6:00 a.m.

Help Desk Workflow

Handling of Personal Information/Personal Health Information (PI/PHI) for Support Purposes Overview eHealth Ontario policies require adequate safeguards for handling of PI/PHI All documents containing PI/PHI (including screenshots) must be submitted in a zipped and password protected format. Refer to the ConnectingOntario File Encryption and Transfer Guideline If you have questions or are unsure if the data is properly protected, contact eHealth_PHI_Support@ehealthontario.on.ca before sending

Handling of (PI/PHI) for Support Purposes Customize this slide according to the Help Desk’s email service Handling of (PI/PHI) for Support Purposes Steps to Follow After instructed to send PI/PHI: Zip, encrypt and password protect PI/PHI document Attach PHI encrypted/password protected document in email to eHealth Ontario service desk: servicedesk@ehealthontario.on.ca. Call eHealth Ontario service desk (1-866-250-1554) to verbally provide password to decrypt PHI document Refer to ConnectingOntario File Encryption and Transfer Guidelines document

Resources ConnectingOntario Operations Guide for Site Help Desks File Encryption and Transfer Guideline eHealth Ontario service desk Contact Form Site Help Desk Operational Readiness Checklist Resources above are available on the ConnectingOntario Collaboration Space at www.ehealthontario.ca ONE ID username and password required Contact: <insert name(s) and phone # of site resource(s)>

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