Service Management Onboarding Offshore by

Service Management Onboarding Offshore by https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7 Onboarding the excellence en-us 2021-01-08 17:47:32 UTC 2023-01-19 15:28:06 UTC hello@padlet.com Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058905 To welcome you to Frontline, become familiar with technology tools, complete security training and get acquainted with some program verbiage. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058905 Frontline Tools jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058908 We use a lot of different tools!

1. Review the IT Tools document explaining Frontline systems/tools we use to connect, collaborate, and manage our work at Frontline.

2. Make sure you have access to these tools via your "My Apps" page. If you cannot access an app (or any of your apps), please slack the group. Thank you!]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058908 Security Training jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058911 Open ThinkZoom via your "myApps" page. If the access point is not functioning, please contact Judy Froelich or Segen Yohannes. You may also access below.

Once in ThinkZoom, you will be prompted to complete the mandatory security training.
Please complete this ASAP to contribute to maintenance of Frontline's security commitments.
Thanks!

· Complete Security & Privacy Training 01: Course

· Complete Security & Privacy Training 02: Acceptable Use Policy

· Complete Security & Privacy Training 03: Code of Conduct

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058911 Learn some Lingo jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058912 Get to know Special Education terminology that you will be seeing regularly!

Work on your mini project to share Thursday!

Details and helpful information in the attached document here.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058912 Using Slack jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058917 Learn more about using Slack by reading some info here: ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058917 Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058921 To gain an understanding of the Zendesk application utilized for ticket queue. To learn and understand the escalation process for tickets in Accelify systems. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058921 Telephone Techniques jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058922 Go to the thinkzoom link

Search "Telephone Techniques"

Complete the Following modules:
Greetings
Taking Messages
Taking Calls
Handling Angry Callers
Hold Please
Phone Etiquette]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058922 Zendesk Overview jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058923 Below are helpful tutorial links from the Zendesk Support knowledge base.

Please review.
^{https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-Support-agent-interface?use_theme_settings=..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252Fetc%25252Fpasswd%252500.jpg}^{______________________________________________}^{https://support.zendesk.com/hc/en-us/articles/203690856}^{______________________________________________}^{https://support.zendesk.com/hc/en-us/articles/203690836}

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058923 Frontline Zendesk Part 1 jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058924 We have 3 Frontline Zendesk Training courses for you to complete. Please keep in mind that some materials will not be applicable to our team (e.g. Chat).

The first course is designed to be a basic, high-level overview to cover the tool itself. It takes about 15-20 minutes to complete. Videos are included, so please be prepared to watch.
^{https://help.frontlinek12.com/Courses/Zendesk/Zendesk%20Basics/story_html5.html?lms=1}This is the Deep Dive advanced course. It should take under 30 minutes to complete and is specific to Frontline. Videos are included, so be prepared to watch. You are encouraged to be logged into Zendesk while working through this course.
^{https://help.frontlinek12.com/Courses/Zendesk/Agents/Zendesk_Agents/story_html5.html}Finish up with the Security Escalation Course.
^{https://www.brainshark.com/1/player/frontlinetechnologies?pi=zH6zM9wYIzXAgPz0&r3f1=&fb=0}]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058924 SEI Zendesk Procedures jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058925 Please review the team Zendesk procedures and guidelines on our team Confluence page. Take notes where needed.
^{https://frontlinetechnologies.atlassian.net/wiki/spaces/CSSEI/pages/446202660/SEI+Zendesk+Procedures}The following will be sent to you separately as an update to the existing so you may skip it:

Escalation Procedures

Please skip the following sections:

Creating Macros Users who are in more than 1 organization

Views – creating views Automations

Play Mode Adding an extension to a user profile

Merging Users Transferring a ticket to Tri State Support

Escalating Tickets to Jira

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058925 Hands On Zendesk jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058926 Jadian and Segen will send a Zoom invitation for a Hands On Session in Zendesk to practice.
Please review the PPT if you can before hand. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058926 Escalation Process jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058930 See attached for our ticket escalation process. We will review this later this week. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058930 Knowledge Check! jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058932 Please complete after the training session today.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058932 Check In jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058936 Before check in, please complete the daily reflection on the document attached. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058936 Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058939 To Deepen understanding of Service Management To build confidence and practical knowledge on each platform based on assignment.
]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058939 Service Management - Deep Dive 2 jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058950 Now that you have reviewed the videos for the LA and VA workflows for the user, we will now learn how to trouble shoot within the system as a Super Admin. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058950 Check In Meeting jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058952 Join our daily check in meeting for Accelify Support
2:00 EST Daily]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058952 Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058959 To get an overview of the Service Management system. To gain deeper understanding of respective platforms based on job assignment and demonstrate learning

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058959 Related Service User Workflow: Louisiana and most states jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058961 View the below videos in order to learn the Louisiana Related Service Provider (OT PT SLP) Workflow:
Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Assigning a Service Line To Your Caseload https://drive.google.com/file/d/1SOtcY_TPRFCkr0HgsSZyWX2UKPgka2Oh/view?usp=sharing
Creating a Service Line https://drive.google.com/file/d/1EOEan1qPH2csI-_60BUQhrfpV9ksof0v/view?usp=sharing
Calendar: Drag and Drop https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/view?usp=sharing
Calendar: Create Service https://drive.google.com/file/d/1avjnr9_rQo6sAEjNrZxekXAak0-hfmN1/view?usp=sharing
Group Creation https://drive.google.com/file/d/1AOXmI1at0bXtx6-Ck9IZQS5Hf42cQaoo/view?usp=sharing
Copy and Paste https://drive.google.com/file/d/1QiU9viKayYWtzx_a4682higy2HvGMHzG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Evaluation Documentation https://drive.google.com/file/d/1UDMBfdB84EpLNXT9JipFQt4-9Auy1IH4/view?usp=sharing
Student Activities https://drive.google.com/file/d/1QrGfFuCew9SjLqH0ekYSy4RwJwkAYXXY/view?usp=sharing
Activities https://drive.google.com/file/d/1KM_yw-4Zdvp1ZP1MFogmAnaM0pAXPKu1/view?usp=sharing
Action Items https://drive.google.com/file/d/1LPM9AEV0KBfijTAgED7aos4BaOu5mfaj/view?usp=sharing
Calendar Features https://drive.google.com/file/d/174qTGhbuqwZ6HhkgWE7qN9smYIqb_-02/view?usp=sharing]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058961 Team Check In jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058964 Join our daily check in meeting for Accelify Support!
Calendar invite sent - 2:00 EST daily

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058964 Service Management Terminology Review jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058970 Take some time today to review the important terms in Service Management with the short video here.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058970 Service Terminology Part 2 jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058972 This short document accompanies the video with some extra terms to keep in mind.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058972 Service Management - Part 1 jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058975 Complete the learning module videos. There are knowledge checks along the way :)
This should take approximately an hour to complete.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058975 Check In jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058977 Before check in today, please complete the daily reflection on the document attached/shared.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058977 Problem Solving Zendesk Tickets jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058990 Work with teammates to solve tickets, share ideas, tips and strategies for success!
2:30 - 3:30 EST

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058990 Accelify Check In Meeting jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058991 Join our daily check in meeting for Accelify Support
2:00 EST

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058991 Learning Center Exploration Activity jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058992 Visit the Accelify Learning Center through the link provided.
Complete the "scavenger hunt" activity that is attached as you work through the Learning Center.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058992 End of Day Check In jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058995 Before check in today, please complete the reflection on the document shared/attached.

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068058995 Onboarding Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059001 To learn about the Service Management solution and how to perform your role in that platform, including operations of Zendesk. To learn your part of the process and demonstrate capability independently. ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059001 Core Themes jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059004

Progressive Improvement

Open and ongoing feedback Adaptability

Growth Mindset

Knowledge ownership

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059004 The Team jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059017

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059017 Frontline Who's Who jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059019 Jadian Strachan - Service management guru, resources, Service Management onboarding, point of contact
Segen Yohannes - support team manager, resources, second contact
Judy Froehlich - senior support manager, the lady in charge
Cathy Needell - solutions analyst for Accelify, bridge to development
Jamal Walton - team member, resources
Julie Spaulding - team member

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059019 Slack Channels jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059022 Stay on top of product questions and queue info for plan management in this channel:
#cs-supp-plan-mgmt

Stay on top of product questions and queue info for plan management in this channel:
#cs-supp-plan-mgmt ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059022 Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059026 To continue deeper learning in Accelfiy and Zendesk, begin applying what was learned week one to real world scenarios. We will also explore more tools used as a Super Admin

]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059026 Super Admin Feature Review jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059034 https://app.smartsheet.com/sheets/8V8CrFP4X3v3PFJ5F9rRRGCqJgWxxHFqGPfp9jC1?view=grid4:00 EST ]]> 2021-01-08 17:47:32 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1068059034 9:00 - 9:30 Zendesk Tickets jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1099588437 Login to Zendesk and look for and take tickets for Service Management. Please enter your response as an internal note and cc me within the internal note]]> 2021-01-19 04:30:10 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1099588437 Typical User Workflow Review jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1184332038 Now that your are familiar with the system from the Provider's perspective. Login to the qc site as a Provider and practice the workflow.
Login sites:
LA.acceliqc.com

Login Credentials:
Username: MaryRoseUser
Password: password
(all lowercase)
1: Login to the system and create a caseload of 5 students
2: Make sure that at least 4 of your students have a Service Line (they have the grey arrow to the left of their name.
3: Schedule Students on your Calendar.

]]> 2021-02-09 19:44:19 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1184332038 Reviewing LA Related Service Provider Workflow: jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1465470602 Now that you have viewed the workflow for the Louisiana and Virginia Related Service Providers, use the following link to list the workflow differences:
https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/ET-VLmDWIlZOrisEbDpv9MIB76ixuHtv8WK32BGteNTuDA?e=aM4iuq]]> 2021-04-27 17:15:00 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1465470602 Purpose jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478069647 To apply what we have learned this week to real life trouble shooting scenarios.
We will be using hypothetical situations in addition to actual Zendesk tickets ]]> 2021-04-30 13:24:27 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478069647 Service Line Review jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478075582 We will review the process of Service Lines within the Service Management system to understand their importance ]]> 2021-04-30 13:25:45 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478075582 9:00 - 9:30 Zendesk Tickets jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478081355 Login to Zendesk and look for and take tickets for Service Management. ]]> 2021-04-30 13:26:56 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478081355 Accelify Check In Meeting jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478082636 Join our daily check in meeting for Accelify Support
2:00 EST Daily]]> 2021-04-30 13:27:13 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1478082636 Welcome to Frontline jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1549026853 Please view this video
https://myfrontline.zoom.us/rec/share/U8VZV4UJ2KQ3RuhbgzjuaMjgosq18Te24gjQLmr6296uw2PXKqC8PNIVwa4S5Gne.TcxGGECC0WgjREZC?startTime=1621605436000]]> 2021-05-21 19:34:20 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1549026853 Locked Users jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635148842 There are many times that users attempt to login to the system with incorrect login credentials. After too many attempts the system will lock them out of the system. When this happens the user will typically call or email support to unlock them from the system.
As a Super Admin you will have the ability to unlock users from the system.]]> 2021-07-02 17:23:35 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635148842 Locked User Manager jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635150737 To Unlock a user, you will need to access the Locked User Manager.
Login to they system using your Super Admin login credentials.
Located within the left side Navigation, select Administration.
Within Administration select User & Configuration Managers, then select Locked User Manager.

]]> 2021-07-02 17:25:45 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635150737 Locked User Manager jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635169717 When the locked User Manager page appears, click the box to the left of the name that you would like to unlock, then located to the right click the unlock symbol or you can click the word unlock.]]> 2021-07-02 17:46:31 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1635169717 SERVICE LINE jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1643496960 A Service Line states what IEP services the student will receive. It will display the frequency and the time allotted for that service. For Example a student can receive 30 minutes for speech therapy twice a week. This information will be on the service line.

Some Districts allow users to create their own Service Lines and other Districts have their Service Lines uploaded directly into the system.]]> 2021-07-09 16:25:10 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1643496960 Super Admin jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1643537500 Practice using the system as a Super Admin.
As a Super Admin you will have the ability to unlock a user, check to see if a user is in the system in addition to may other Admin features.

Using the QC Training site I would like you to login as a Super Admin
your login credentials:

Login Credentials:
Username: MaryRoseAdmin
Password: password
(all lowercase)]]> 2021-07-09 17:14:48 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1643537500 STUDENT ACTIVITIES jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646310683 Users can create a Student activity on their calendar to document anytime spent with a student that is outside of what was stated in their IEP.
For Example if a user went to a meeting for a specific student they can document that meeting as a student activity.
This is different from a service because this time has nothing to do with the student's IEP services .

]]> 2021-07-12 20:01:11 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646310683 ACTIVITY jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646314714 This is information that the user will document that is centered around them and their day. I can not be pinpointed to one individual student.
For Example: Lunch, Traveling from one school to another, or classroom coverage.]]> 2021-07-12 20:07:27 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646314714 ZENDESK TICKET CHECK LIST jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646316822 https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/Ef-CPLfYW_RBhDdty-nkDbMB8KQn6l9vpfrgKhruyYBFUw?e=EepN78]]> 2021-07-12 20:10:30 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1646316822 Voicemail within Zendesk jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647841660 Enter the information from the voicemail as an internal note
Take down as much info as possible and then you can leave the ticket open for senior support to answer.]]> 2021-07-13 15:36:58 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647841660 VA User Workflow jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647846479 Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Assigning an Existing POC To Your Caseload https://drive.google.com/file/d/1wXcjT3HZIskFJMCokLpHDDY8pbH-Oeej/view?usp=sharing
Creating a Plan of Care https://drive.google.com/file/d/1ubOaHojlcaosUn6lz-Fi5XQYsEBDr9wu/view?usp=sharing
Creating an Addendum https://drive.google.com/file/d/15_U1ggNj0acMpVDIV9Ds7Bv0SObxwYpB/view?usp=sharing
Drag and Drop https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/view?usp=sharing
Create Service https://drive.google.com/file/d/1avjnr9_rQo6sAEjNrZxekXAak0-hfmN1/view?usp=sharing
Group Service Creation https://drive.google.com/file/d/1AOXmI1at0bXtx6-Ck9IZQS5Hf42cQaoo/view?usp=sharing
Copy and Paste https://drive.google.com/file/d/1QiU9viKayYWtzx_a4682higy2HvGMHzG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Signing Services https://drive.google.com/file/d/1T3gqubPQpylK60Yr3S9sDt5d358C8C8o/view?usp=sharing
Evaluation Request Form https://drive.google.com/file/d/1LacIyhBmJcP4L2MZFq2itbXivcR_ktD1/view?usp=sharing
Evaluations https://drive.google.com/file/d/1UDMBfdB84EpLNXT9JipFQt4-9Auy1IH4/view?usp=sharing
Student Activities https://drive.google.com/file/d/1QrGfFuCew9SjLqH0ekYSy4RwJwkAYXXY/view?usp=sharing
Activities https://drive.google.com/file/d/1KM_yw-4Zdvp1ZP1MFogmAnaM0pAXPKu1/view?usp=sharing
Availability: Calendar Features https://drive.google.com/file/d/174qTGhbuqwZ6HhkgWE7qN9smYIqb_-02/view?usp=sharing
Action Items https://drive.google.com/file/d/1LPM9AEV0KBfijTAgED7aos4BaOu5mfaj/view?usp=sharing
From Accelify to Frontline https://drive.google.com/file/d/1iuBPSAXIQNP7hYTlmsP6bK_YN6ltqK9t/view?usp=sharing
Supervision Calendar and Approval Manager https://drive.google.com/file/d/1MWhCL3_uTsFcOtJyVpM3QygXac25YF9Q/view?usp=sharing]]> 2021-07-13 15:41:17 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647846479 VA Practice Login jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647848001 Login site
va.acceliqc.com
Please request your username and password]]> 2021-07-13 15:42:45 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1647848001 Main Login jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1648051340 Louisiana
La.acceliplan.com
Districts in Louisiana

Collegiate
Jefferson
Renew
St.Tammany
Warren

Virginia
Va.acceliplan.com
Districts in Virginia

Arlington
Chesapeake
Chesterfield
Norfolk
Portsmouth
Spotsylvania
Suffolk
Virginia Beach

Florida
FL.acceliplan.com

Bay
Bervard
Calhoun County
Escambia
Florida School for Deaf and Blind
Franklin
Gulf County
Hamilton County
Hendry County
Highlands
Holmes
Lafayette
Liberty
Osceola
Putnam
Santa Rosa
Walton

Broward Florida
Broward.acceliplan.com

New Mexico
NM.acceliplan.com

Gallup

DC
DC.acceliplan

South Carolina
Sc.acceliplan.com

Charleston
Hampton County
Orangeburg County

Texas
TX.acceliplan.com

Austin

]]> 2021-07-13 19:28:25 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1648051340 You are no longer in the training site. jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651508713 While training you had access to the training site or the QC site. For Example:
La.acceliqc.com or
VA-training.acceliplan.com
These sites are copies of the real (aka production) sites You were able to click and practice within these sites.
Please Note: the differences in the URL's. The QC site will have QC in the url
The Training site will say the word training in the url
Once you have Admin rights within the real production site there are some rules to remember.
NEVER MAKE ANY CHANGES TO THE SITE UNLESS ASKED TO DO SO BY A FRONTLINE SUPERVISOR.

]]> 2021-07-15 18:52:43 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651508713 Plans of Care jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651516274 Remember Plans of Care or POC's are the same as a Service Line in other states. This is only in Virginia ]]> 2021-07-15 19:03:44 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651516274 Knowledge Capture jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651525231 Make sure that you set and look for Frontline Pan and Service Management to make sure that you are sending the correct article ]]> 2021-07-15 19:17:01 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651525231 ZENDESK TAGS jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651532821 Question: Someone is emailing asking for help with something like a feature in the system

Incident: A user is using the system wrong and you needed to provide them with KC articles to help them

Problem: The user is calling to report a problem with the system for example they are getting an error message or the site is down

Task: The user is asking you to do something for them, for example you need to unlock a user or they ask you to add a code to they system.

]]> 2021-07-15 19:27:11 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651532821 Severity Section jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651537134 https://frontlinetechnologies.atlassian.net/wiki/spaces/CS/pages/2275574093/Client%20Impact%20Field%20to%20Agent%20Severity%20Field]]> 2021-07-15 19:33:05 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651537134 Resolution jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651538151 Explanation of Functionality and Process:
This means you helped explain something to the user. You will use this if you send a KC article or video
LC DOCUMENT PROVIDED TO CLIENT:
You will user this if the user was looking for an article and they could not find it and you were able to send it to them from KC]]> 2021-07-15 19:34:41 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1651538151 Only in Virginia jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1654735535 Service Lines = Plan of Care
Users create their own POC
The info in the POC will reflect what was stated in the student's IEP it is very import that the dates coincide with the students IEP dates

E-SIGNING
In VA all documented services and evaluations must be E-signed this is a state requirement.

EVALUATION REQUEST FORMS
In VA all Speech, Occupational, and Physical Therapists must fill out an Evaluation Request form prior to entering data for an evaluation.
If the user did not fill out the evaluation request for they still enter the data of the Evaluation for documentation purposes, but they can not mark it as Delivered. They will need to use the Delivery Status of No Timely Request

]]> 2021-07-19 13:24:42 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1654735535 Email Homework Link jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1654998897 https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/EXkg3qLj4c1HkSXEQkI_jCQB8YJdiY_nKRLkU1CUxTGubQ?e=uOhUTX]]> 2021-07-19 18:04:54 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1654998897 VA Nurses Workflow jstrachan4 https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1655051580 Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Nursing Plan of Care https://drive.google.com/file/d/1k_5ZbUzmwHQ94eI9b5W9UrQsRQTwksHV/view?usp=sharing
Calendar Creation: Dragging and Dropping and Create Service https://drive.google.com/file/d/1q8gofklvzrVXPEPnUt-xDHfNrdrFwX8J/view?usp=sharing
Copy and Paste Day https://drive.google.com/file/d/12wAFBA9r4S0DhSnSHYAlqgeSpvKgyXvG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Signing Services https://drive.google.com/file/d/1T3gqubPQpylK60Yr3S9sDt5d358C8C8o/view?usp=sharing]]> 2021-07-19 19:23:03 UTC https://padlet.com/jstrachan4/9aqzv2qk7slcb3j7/wish/1655051580