School Health Management Onboarding by

School Health Management Onboarding by https://padlet.com/susansampson/lw7lycynmmmchhy0 Welcome to Frontline Education! en-us 2021-06-03 20:14:27 UTC 2026-01-24 06:09:45 UTC hello@padlet.com https://padlet-uploads.storage.googleapis.com/262092507/f6365f973dac6726730d240584b0aa23/Frontline_logo.png Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618616 Begin to explore and navigate School Health Management. Review the training courses to better familiarize yourself with the software.]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618616 HOA Tutor susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618617 You will receive an email inviting you to participate in online courses. Complete the following courses (Approximately 1 hour).

Orientation for School Health Management
Details for School Health Management
Nurse Track Scenarios
Office Visits Learning Path

Note: Some of the screens show the legacy screens for the product, but the functionality is similar.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618617 View the virtual trainings sessions below: susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618621 Training site URL: https://app.healthofficeanywhere.com/Anywhere_Training03/Security/SignIn.aspx
Please pause the recording when there are activities you are asked to complete. You will be signing into the site as a nurse using the information below:

Login = nurse1 or nurse2
Password = nurse (same password for both logins)

Please complete Part 1 and Part 2 - view them here

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618621 Check In! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618625 Please complete the Check In document below and share it with Arleta Chambers: achambers@frontlineed.com and Susan Sampson: ssampson@frontlineed.com]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618625 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618634 Review which software applications you will be utilizing, and become acquainted with some School Health Management acronyms and verbiage. ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618634 My Apps Page susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618636 We use many different applications each day. Please review the My Apps page document below to become familiar with these commonly used applications on the My Apps Page. ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618636 Using Slack susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618642 Learn more about using Slack, the Frontline Education direct messaging system by reading this information:]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618642 We are happy to have you here susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618646 Welcome to Frontline Education and the School Health Management team! ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618646 Core Values susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618647

Do well by doing good

Cultivate trusting relationships

Embrace diversity

Pursue growth

Build value

Enjoy the journey

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618647 Meet The Team susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618648

Robert Sweeney, Senior Manager, Client Support

Arleta Chambers, Support Manager

Leah Farmer, Senior Client Support Analyst

Latonia Whetstone, Senior Client Support Analyst

Michael Wood, Senior Client Support Analyst

Terri Bull, Client Support Specialist

Marvin Cleofas, Contractor

Susan Sampson, Client Support Operations Analyst

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618648 Slack Channels susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618653 Slack is the Frontline Education direct messaging system. Connect with members of your team individually and via the channels listed below.

#cs-support-shm: Cross-team collaboration for the SHM Support Team
#start-of-school-hm-support: SHM Support Team questions, concerns and knowledge share
#cs-zendesk: Questions/comments/concerns/ideas about Zendesk from all team members and solutions

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618653 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618656 Begin to explore and navigate the Learning Center for School Health Management. This is the documentation that will be used to resolve cases.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618656 Introduction to the Learning Center susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618658 Introductory video for the Learning Center: https://frontlinetechnologies.wistia.com/medias/ct0d1wiqbt ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618658 Learning Center - Self Study susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618659 Review the Basics & Tips and the Popular Questions sections.
Continue to explore and read the resources available in the Learning Center. You need to be signed into a training site to access the Learning Center. You can use the one you signed into yesterday!]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618659 Self Study Catch Up susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618660 Complete/review any courses that you have not already completed from the previous days.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618660 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618671 To gain an understanding of the Zendesk application utilized for the School Health Management ticket queue. ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618671 Zendesk Overview susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618674 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}

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618674 Frontline Zendesk 1 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618675 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 (Chat function). These courses include slides and videos.

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.
^{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. You are encouraged to be logged into Zendesk while working through this course. Please disregard the phone and chat sections!
^{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}^{The Confluence page with the Escalation Policy:}^{https://frontlinetechnologies.atlassian.net/wiki/spaces/SEC/pages/372605349/CS+Security+Escalation+Policy}]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618675 Check In! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618681 Please complete the document below and send it to Arleta and Susan.]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618681 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618683 Catch up day! Please complete any outstanding videos, trainings or documentation review. Please reach out with any questions.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618683 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618684 Work with a team member to help solve tickets, share ideas, tips and strategies for success! ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618684 Learning Center Journey susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618688 Review the Learning Center information and when you are ready, complete this short quiz:
https://forms.office.com/r/nCEqBVg74m

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618688 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618690 To continue deeper learning in School Health Management and Zendesk, begin applying what was learned week one to real world scenarios. ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618690 Test Ticket Practice susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618692 You will be assigned some "test" Zendesk tickets to review and try to resolve. Login into Zendesk and check your " My Unsolved Tickets".
]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618692 Practice! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618693 Log into the training site and complete these actions:

Add a student to your "To Do" List on your dashboard

Give a student a non-medical alert with a pick up restriction

In the Reports section, locate all the reports for Office visits

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618693 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618703 To continue deeper learning in School Health Management and Zendesk. Begin applying what was learned week one to real world scenarios. ]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618703 Real World Scenario Practice susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618705 Join a team member to review tickets in the queue and discuss tips and tricks to resolve issues.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618705 Test Ticket Review Time susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618706 Join a team member to review your test tickets and answer questions and concerns.

]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618706 Self Study susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618712 Please complete any trainings that you have not finished.]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618712 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618713 Let's Review! Meet with a team member to review, ask questions and share best practices.]]> 2021-06-03 20:14:27 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1583618713 School Health Management Acronyms and Terms susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1598359759 Terms to help you better understand SHM.]]> 2021-06-10 12:18:35 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1598359759 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599409817 2021-06-10 19:02:13 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599409817 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599417921 2021-06-10 19:06:18 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599417921 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599419897 2021-06-10 19:07:28 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599419897 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599442445 2021-06-10 19:19:29 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1599442445 Zendesk Quiz! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1600891915 What have you learned about Zendesk? Please take this quiz (if you cannot access it, let Susan know)]]> 2021-06-11 12:18:15 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1600891915 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605814651 2021-06-14 18:42:46 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605814651 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605855620 2021-06-14 19:05:38 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605855620 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605864609 2021-06-14 19:11:03 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1605864609 susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1607439630 2021-06-15 12:49:54 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1607439630 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1610454780 2021-06-16 17:08:25 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1610454780 Zoom Practice susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1619495828 Meet with a team member by setting up a Zoom meeting invite for today. Review the Zoom settings, how to request remote control, and ask any questions!]]> 2021-06-22 11:56:49 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1619495828 Check In! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1620173477 Please complete the Check In document:]]> 2021-06-22 18:21:56 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1620173477 Product Overview Video susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1621903488 Please review this short School Health Management overview video.]]> 2021-06-23 15:36:51 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1621903488 Agenda susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1625261850 Finish any outstanding items and review the Check In documents.]]> 2021-06-25 12:06:50 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1625261850 Check In! susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658465876 Please complete the Check In document below and share it with Arleta Chambers: achambers@frontlineed.com and Susan Sampson: ssampson@frontlineed.com]]> 2021-07-22 16:15:51 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658465876 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466482 2021-07-22 16:16:42 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466482 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466704 2021-07-22 16:16:59 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466704 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466853 2021-07-22 16:17:08 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466853 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466996 2021-07-22 16:17:20 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658466996 Shadow a team member susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658607683 2021-07-22 19:47:37 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/1658607683 How do clients contact the Support Team? susansampson https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/2275038867 Here is the Contacting Support article from the Learning Center with the ways clients contact the Support Team.]]> 2022-08-29 17:01:24 UTC https://padlet.com/susansampson/lw7lycynmmmchhy0/wish/2275038867