Onboarding for New Staff by https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv Onboarding the excellence en-us 2021-07-19 20:06:23 UTC 2023-04-11 15:51:30 UTC hello@padlet.com Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075470 To welcome you to Frontline, become familiar with technology tools, complete security training and get acquainted with some program verbiage. ]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075470 Frontline Tools jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075471 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!]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075471 Learn some Lingo jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075473 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. 

]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075473 Using Slack jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075474 Learn more about using Slack by reading some info here: ]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075474 Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075475 To gain an understanding of the Zendesk application utilized for ticket queue. To learn and understand the escalation process for tickets in Accelify systems. ]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075475 Telephone Techniques jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075476 Go to the thinkzoom link 

Search "Telephone Techniques" 

Complete the Following modules: 
Greetings
Taking Messages
Taking Calls
Handling Angry Callers
Hold Please
Phone Etiquette]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075476 Zendesk Overview jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075477 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



]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075477 Frontline Zendesk Part 1 jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075479 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]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075479 SEI Zendesk Procedures jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075480 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 
]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075480 Escalation Process jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075482 See attached for our ticket escalation process. We will review this later this week. ]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075482 Knowledge Check! jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075483 Please complete after the training session today. 

]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075483 Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075486 As you have learned different states have different Medicaid requirements which mean different workflows within our Service Management System.  
Today we will learn our DC system.
Our DC users use the Service Management and the Plan Management System.  

]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075486 Who Are Our DC Users jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075489 Besides the District Admins our DC users consists of:
Social Workers use:
  • Service Tracking
  • EBT
  • FBA/BIP
  • 504 Related Service Evaluations

DSI Users (OT/PT/SLP) use:
  • Service Tracking
  • RTI
  • 504 Related Service Evaluations

Psychologists use:
  • Service Tracking
  • RTI
  • 504 Related Service Evaluations 
504 Coordinators 
  • 504 System 
  • Service Management

]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075489 Welcome to Frontline jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075492 Please view this video
https://myfrontline.zoom.us/rec/share/U8VZV4UJ2KQ3RuhbgzjuaMjgosq18Te24gjQLmr6296uw2PXKqC8PNIVwa4S5Gne.TcxGGECC0WgjREZC?startTime=1621605436000]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075492 Onboarding Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075493 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. ]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075493 Core Themes jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075495
  • Progressive Improvement
  • Open and ongoing feedback Adaptability
  • Growth Mindset
  • Knowledge ownership
    • ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075495     Frontline Who's Who jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075497 Jadian Strachan - Service management SME, resources, Service Management onboarding, and support 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

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075497     Slack Channels jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075498 Stay on top of product questions and queue info for plan management in this channel:
    #cs-supp-plan-mgmt
    Please make sure that you keep 
    your team members and manager information starred in slack. This will make it easy for you to contact any of us with questions]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075498     Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075513 Today you will be learning how to use the system as a Super Administrator.  You will utilize these tools to troubleshoot, investigate, or perform task to assist many user issues.
     The Super Admin system is only available to Frontline Staff.  You will be able to view/edit User, student, District or system information.
    Please note:  We do not make any changes to the system based on a users request. We must have confirmation from Frontline Supervisors to make any changes to the system]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075513     Purpose jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075518 To get an overview of the Service Management system. To gain deeper understanding of respective platforms based on job assignment and demonstrate learning

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075518     Service Management Terminology Review jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075519 Take some time today to review the important terms in Service Management with the short video here.

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075519     Service Management - Part 1 jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075520 Complete the learning module videos. There are knowledge checks along the way :)
    This should take approximately an hour to complete. 

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075520     Service Terminology Part 2 jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075521 This short document accompanies the video with some extra terms to keep in mind. 

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075521     Team Check In jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075522 Join our daily check in meeting for Accelify Support!
    Calendar invite sent - 2:00 EST daily

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075522     Related Service Users (SLP,OT,PT) Workflow: Louisiana, Florida, and Most States jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075524 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]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075524     Related Service User Workflow: Virginia jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075526 View the below videos in order to learn the Virginia Related Service Provider (OT PT SLP) Workflow:
    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
    Supervision Calendar and Approval Manager https://drive.google.com/file/d/1MWhCL3_uTsFcOtJyVpM3QygXac25YF9Q/view?usp=sharing]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075526     Locked Users jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075528 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.]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075528     Locked User Manager jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075529 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.

    ]]>     2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075529     Locked User Manager jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075530 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.]]> 2021-07-19 20:06:23 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655075530 Zendesk Ticket Check List jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655084593 https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/Ef-CPLfYW_RBhDdty-nkDbMB8KQn6l9vpfrgKhruyYBFUw?e=EepN78]]> 2021-07-19 20:23:41 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655084593 Voicemails Within Zendesk jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655090726 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 while you are in training ]]>     2021-07-19 20:34:38 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655090726     Knowledge Capture jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655091331 Make sure that you set and look for  Frontline Pan and Service Management to make sure that you are sending the correct article ]]> 2021-07-19 20:35:37 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1655091331 Using the System as a Provider jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658541719 Now that you have learned the system from the users perspective, lets practice using the system as a user.  Knowing the users experience will help you troubleshoot possible issues. 
    Using the QC site. The QC site is not the real production site so you can feel free to click away and gain the real system perspective. 

    I have created login credentials for you as an Occupational Therapist I will include that information and the URL below:
    URL.  https://la.acceliqc.com
    Username:  ReneeMerriwetherUser
    Password: password (all lowercase)    ]]>     2021-07-22 17:55:49 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658541719     Assignment jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658550112 Please login to the LA QC site with your above user credentials. Based on the videos that you have just watched please complete the following:

    1:Create a Caseload consisting of 5 or more students.

    2: Create Service Lines for all of your student's that do not have a Service Line (the grey arrow to the left of their name in the Caseload tab).

    3:  Using the Drag and Drop and Create Service Method Please schedule your student's on your calendar for one week.  While you are doing this please practice using:
    1. Copy and Paste Day
    2. Copy Group 
    3. Copy and Paste Group
    Copy and paste your Calendar forward for one week.

    4: Using the Service Recorder please document your services

    ]]>     2021-07-22 18:09:43 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658550112     VA Has a Different Workflow jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658565725 The Virginia Service Management system has a different workflow for its Related Service Providers.  These differences are due to state mandated regulations (DMAS).
    Please view the below video links to understand the system from the VA users perspective. Some of the videos may be a repeat of a video that you watched yesterday, if you feel that you have a deep understanding of how that feature works feel free to skip it and move on to the next video. ]]>     2021-07-22 18:37:10 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658565725     Using the System as a Provider jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658570312 Now that you have learned the system from the users perspective, lets practice using the system as a
    I have created login credentials for you as an Occupational Therapist in VA and I will include that information and the URL below:
    URL.  https://va.acceliqc.com
    Username:  ReneeMerriwetherUser
    Password: password (all lowercase)    ]]>     2021-07-22 18:44:26 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658570312     Assignment jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658572786 Please login to the VA QC site with your above user credentials. Based on the videos that you have just watched please complete the following:

    1:Create a Caseload consisting of 5 or more students.

    2: Create a Plan of Care (POC) for each of your students

    3:  Using the Drag and Drop and Create Service Method Please schedule your student's on your calendar for one week.  While you are doing this please practice using:
    1. Copy and Paste Day
    2. Copy Group 
    3. Copy and Paste Group
    Copy and paste your Calendar forward for one week.

    4: Using the Service Recorder please document your services 

    5: Using the Service Sign Manager


    ]]>     2021-07-22 18:48:35 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1658572786     Finding a User in the System jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659614646 When assisting a user via phone call or email we need to validate that they are in fact a user within the system.
    https://drive.google.com/file/d/1YGFhL-K4IH6mIgwdX43dbTFfYbUZf6RA/view?usp=sharing

    ]]>     2021-07-23 19:14:19 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659614646     Super Admin System Features: Administration jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659618678 The Administration Section of the system includes the below features: 
    • Announcements & Attachments
    This is where you can create Announcements for the system, 
    • User & Configuration Managers
    This is one of the most commonly used features as a Super Admin.  This is where you will find the User and Provider Managers. 
    This section also displays any locked users. 
    Use this section to display anything you will need to change any of the users or districts Configuration  
    • Student Managers
    This is where you will locate student information. 
    You will use this section to locate students in the system and any information pertaining to a specific student.
    • Claiming Mangers
    We do not use unless asked to.
    • Provider System Configurations 
    This is where you will go to view/edit any codes within the system.  We do not make changes unless asked to do so by a Frontline Supervisor
    • My Settings 
    Anything pertaining to your specific Super Admin Account

    ]]>     2021-07-23 19:23:32 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659618678     Super Admin System Features: Admin Service Tracking jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659635991 The Admin Service Tracking section includes 3 sections Services, Services Lines, Students.
    Please Note: These features can differ from state to state at times
    SERVICES SECTION:
    • Approval Manager
    • Service List
    • Service Entry Manger 
    • Evaluation Entry Manager
    • Bulk Service Entry manager
    • Medication Manager
    SERVICE LINES:
    Service Line Manager
    Bulk Service Line Manger
    STUDENTS:
    Caseload by Providers
    Caseload by Students
    Student Goal Manager
    ]]>     2021-07-23 19:59:47 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659635991     Plans of Care for VA jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651413 A Plan of Care or POC is what creates the Service Line in Virginia. The information entered into the POC is derived directly from the student's IEP. This information includes the IEP dates, frequency and service type.]]> 2021-07-23 20:39:33 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651413 E-Signing jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651690 Service Providers in Virginia are required to E-sign their Service Documentation. This is done within the Service Sign Manager.

    Path: Service Tracking > Students & Services: Service Sign Manger

    The Service Sign Manager Consists of two tabs:
    • Services to Sign
    • Signed Services 

    To E-sign a service, Users will check the box to the left of the service then click the button "Set Signed" located on the bottom right of the page



    ]]>     2021-07-23 20:40:22 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651690     VA Social Workers and Psychologist Workflow jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651925 Social Workers and Psychologist in Virginia will need to fill out a Diagnostic Interview Examination (DIE) and/or a Psychological Assessment

    Please watch the videos below to become familiar with these features:
    Creating a Diagnostic Interview Examination (DIE) https://drive.google.com/file/d/1n-olgu6E9f7ZECxIQHa6ocL_Xl06-ygz/view?usp=sharing

    ]]>     2021-07-23 20:40:58 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659651925     Production Site vs QC and Training Site: jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659673022 While training you had access to the training site or the QC site. For Example:
    La.acceliqc.com or
    La-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.

    ]]>     2021-07-23 21:45:19 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659673022     Service Management Overview jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659675037 https://drive.google.com/file/d/13EBQ-Tp2HDHaeo2O0WwowWpUcTAGPqqL/view?usp=sharing]]> 2021-07-23 21:51:35 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659675037 DC Training Overview jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659690352 https://drive.google.com/file/d/1In1i97bESlRY0c2srXYk94K8Bu4pNIUD/view?usp=sharing ]]> 2021-07-23 22:44:20 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1659690352 States/Districts/URL's jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664290476 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

    Hillsborough
    Hillsborough.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


    ]]>     2021-07-29 17:55:04 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664290476     Using the Production Site jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664291480 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.

    ]]>     2021-07-29 17:56:52 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664291480     Zendesk Severity Field Link jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664302619 https://frontlinetechnologies.atlassian.net/wiki/spaces/CS/pages/2275574093/Client%20Impact%20Field%20to%20Agent%20Severity%20Field]]> 2021-07-29 18:18:39 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664302619 Service Lines (POC for VA) jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664309170 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.]]>     2021-07-29 18:31:15 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664309170     STUDENT ACTIVITIES jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664310024 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 .

    ]]>     2021-07-29 18:32:52 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664310024     ACTIVITY jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664310238 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.]]>     2021-07-29 18:33:20 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664310238     Zendesk Tags jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664314806 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. ]]>     2021-07-29 18:42:03 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664314806     Resolution jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664315240 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]]>     2021-07-29 18:42:50 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664315240     VA System Overview jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664321146 https://drive.google.com/file/d/1wVrJvJV-8W6T8v6izQTpFy_SQGo2G5bl/view?usp=sharing]]> 2021-07-29 18:54:41 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664321146 Assignment jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664537238 https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/EXkg3qLj4c1HkSXEQkI_jCQB8YJdiY_nKRLkU1CUxTGubQ?e=8hWvkN]]> 2021-07-30 01:50:08 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664537238 Creating a Provider Supervisor jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664538572 https://drive.google.com/file/d/1Ob6KuHWGXXRtKZDevXWG-Tpr1njQSmql/view?usp=sharing]]> 2021-07-30 01:51:43 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664538572 Creating a Supervisor to Supervisee Relationship in the System jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664538958 https://drive.google.com/file/d/1_5jGxoTSD9FsgTG_eh5oBEE8tIAKdXdb/view?usp=sharing]]> 2021-07-30 01:52:13 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664538958 Practice Login Information jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664544098 Now that you have seen some of the Super Admin features, I would like you to practice.

    la.acceliqc.com
    Username:  ReneeAdmin
    Password: password

    ]]>     2021-07-30 01:58:43 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664544098     The DC Social Worker System jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664562111 The DC Social Worker has the same workflow as many Service Management users however they also use the Plan Management system.
    After they create their caseload student's that require EBT (Evidence Based Treatment) need an EBT Service Line which is know as a Selection of Intervention in DC.
    Locked Selection of Intervention = Service Line
    This is completed in the Plan Management system. 

    Prior to creating and locking the EBT Service Line they must observe their student to collect data. This data is used to decide what EBT Service Line they will create.  While they are in the Observation phase of working with their student they will enter their observation data into the system as a Student activity.
    Their workflow at this point is: 
    • Create their Caseload
    • Entering their Student Observation as a place holder to a Student Activity
    Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
    Student Activity: (as a place holder prior to a Service Line) https://drive.google.com/file/d/1DEbdRGsPzX8l9P3qiojEQ4UFJTQwICF1/view?usp=sharing

    Once again this Student Activity is only used as an observation tool until they decide what EBT Selection of Intervention they would like to use with their student. Once they have decided the best Selection of Intervention to use for their student they will create and LOCK the student's EBT Selection of Intervention
    ]]>     2021-07-30 02:19:46 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664562111     Creating and Locking an EBT Selection of Intervention jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664571252 Not only do Social Workers need to Create and lock their student's EBT Selection of Intervention, they also need to enter the Scale Scores that are associated with that Intervention.  Entering the student's Scale Score will provide a "starting off point" for the student. 
    This means that they know what level the student was on prior to the  Intervention and they will enter Scale scores at the end of the Intervention to show evidence of improvement or regressions.  
    The below Video will display how to create an EBT Selection of Intervention (which creates the Service Line) and how to enter the Scale scores:
    Creating and Locking a Selection of Intervention and Entering Pre-Intervention Scale Scores https://drive.google.com/file/d/1zP6mUpQLDHS6DF2futAzD5v2k4Vbmz0g/view?usp=sharing

    ]]>     2021-07-30 02:29:27 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664571252     Social Worker Workflow continued jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664580759 In DC the users do not have the ability to use the "Create Service" Method 
    They can ONLY use Drag and Drop

    Please Review the remainder of the DC Social Worker Workflow:
    Dragging and Dropping Services to your Calendar https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/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
    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
    Crisis Management System https://drive.google.com/file/d/18HlsFIW16osIkta8XEVcEQjCKyS9hwEM/view?usp=sharing
    Creating the Intervention Assessment and Decision https://drive.google.com/file/d/1ZQcdYBy74O-vQyMmuCHzB_LDzHVjQpUe/view?usp=sharing]]>     2021-07-30 02:40:33 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664580759     Assignment jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664583113 Please Answer the Below Questions:

    • After creating their Caseload, while a DC SW is observing a student how will they document this information in the system?

    • After observing a student, when a SW decides they know what type of intervention  they will use with a student what do they need to create and lock?

    • If a SW is deployed to a crisis, in there school or another school where will they enter this information?

    • Once a SW has completed working on a student's intervention what event will they create and lock to close out the intervention?
    ]]>     2021-07-30 02:42:38 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664583113     DC Psychologist jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664591277 Psychologists use:
    • Service Tracking
    • RTI
    • 504 Related Service Evaluations 
    ]]>     2021-07-30 02:52:14 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664591277     DC Psychologist Workflow jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664591472 Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
    Creating an RTI Selection of Intervention https://frontlinetechnologies.wistia.com/medias/lzzxt2wdtd
    RTI Monitoring and Check In https://frontlinetechnologies.wistia.com/medias/gc0q8xx555
    Dragging and Dropping Services to your Calendar https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/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
    Dragging and Dropping Services to your Calendar https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/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]]>     2021-07-30 02:52:27 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664591472     BIP/FBA System Workflow jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664593771 How to Access the FBA/BIP System https://drive.google.com/file/d/1R-KBpkMro-Pc3sE3I5jBWvQOMrv8QkmX/view?usp=sharing
    Creating a FBA Level  Event https://drive.google.com/file/d/1g5qZA8XO6M0bnMgNW431RY5qx2lBzD2B/view?usp=sharing
    Creating a BIP Event https://drive.google.com/file/d/1ge9n5kLkpnd_kG01dFHo6uGSYgN1rm9B/view?usp=sharing
    Creating BIP Level Progress Monitoring Event https://drive.google.com/file/d/1mpx6neZchLXFs_jIpIvTTi-lgHpMcaGw/view?usp=sharing
    Creating a FBA Revision https://drive.google.com/file/d/1jGnvyUXzquxSli5ndK-mjxQlP0j2pXc1/view?usp=sharing
    Creating a BIP Revision https://drive.google.com/file/d/1TlIRM3yjhWruuZgrQlLLFHEQCxoH-wGp/view?usp=sharing
    How to Create a 504 Related Services Evaluation https://drive.google.com/file/d/1CIMwwsFU8KgeHFFyNsZGVGbL33cbgB7Z/view?usp=sharing]]>     2021-07-30 02:55:01 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/1664593771     Workflow jstrachan4 https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/2529105448 The Virginia Provider Workflow is mandated by regulations set by (DMAS).

    PLANS OF CARE:
    In Virginia, Service Lines are created when the Related Service Provider creates and E-signs a Plan of Care.  For Nurses they create and sign a Nursing Plan of Care.  The Plan of Care (POC) is a direct reflection of the students current IEP. 

    ADDENDUMS:
    If a change is made to a student's current IEP, the Related Service Provider can create an Addendum within the Service Management System.  This can only be done to an existing IEP.  If an IEP has expired the user will need to create a new POC. Nurses can also create an Addendum for a Nursing POC

    SIGNATURES:
    In VA, forms require an E-signature. Signing forms can be done in bulk by using the Service Sign Manager.

    DOCUMENTING SERVICES:
    When Related Service Providers enter documentation data within the Service Details form and E-signs it, they no longer have the ability to edit this forms information.
    If they need to edit information for an E-signed form, they will need to contact their District Admin/Lead and ask them to void this service.  The voided Service will then appear pink on the users calendar and then they will be able to reenter the correct service data.

    Evaluations:
    SLP, OT, PT will document their evaluations within the system.  The state no longer requires Providers to complete an evaluation request form prior to completing the evaluation.

    SOCIAL WORKERS AND PSYCHOLOGISTS:

    SW and Psych's have two forms that they need to complete. The Diagnostic Interview Examination (DIE) and the Psychological Assessment forms are workflows that are limited to VA. 

    The DIE is a form that contains three tabs.  Each of these tabs must be completed and E-signed individually.

    The Psych Assessment is one  form that also requires an E-signature.
    These forms are what Social Workers and Psychologist use to enter their student's evaluation data.








    ]]>     2023-03-23 16:02:19 UTC https://padlet.com/jstrachan4/pmj3rt5a8rqkl9wv/wish/2529105448