Cases Admin Training

This presentation will demonstrate the following: Overview This presentation will demonstrate the following: How to access Issues, Investigations, and Questions How to update and manage Issues, Investigations, and Questions How to submit a report via proxy ©2014 Convercent. All rights reserved.

How to Access Issues ©2014 Convercent. All rights reserved.

From your dashboard, click on “Cases” How to access Issues ©2014 Convercent. All rights reserved.

Issue & Investigation Activity Issue Submissions by Location Case Dashboard-Accessing Issues You will then be brought to the case dashboard. It includes the following items. Issue & Investigation Activity Issue Submissions by Location Issues by Type Each of these is a graphic, designed to give you a quick glance at your organizations case health. ©2014 Convercent. All rights reserved.

Case Dashboard-Accessing issues Issue & Investigation Activity, shows you the number of new reports by month. Issue Submissions by Location, shows you Issues by severity at each location over the last year. Issues by Type, shows you total issues, and your top three issue types reported. ©2014 Convercent. All rights reserved.

Accessing Issues After exploring the case dashboard, you will be able to access the “Issue Manager” from here. You can do so by selecting any link stating “Go to Issue Manager”. ©2014 Convercent. All rights reserved.

Accessing Issues You can also access the “Issue Manager” from the side bar, as well as the “Question Manager” and “Investigation Manager”. This guide will go over those later. ©2014 Convercent. All rights reserved.

Accessing Issues You will then be brought to the “Issue Manager” page. Which contains all of your issues. ©2014 Convercent. All rights reserved.

Accessing Issues You can sort your issues using the search bar and accompanying filters. These will allow you to quickly access specific issues in the application. ©2014 Convercent. All rights reserved.

All of these will allow you to find any relevant issue with accuracy. Accessing Issues Issues are displayed with certain key pieces of information for your quick reference. Issue Type Issue Severity Issue Status Issue Owner All of these will allow you to find any relevant issue with accuracy. ©2014 Convercent. All rights reserved.

Accessing Issues To then access the issue, click on the issue. This will bring you to the issue with all of it’s specific information. Everything inside of the issue will be covered in the next section. ©2014 Convercent. All rights reserved.

Administration of Issues ©2014 Convercent. All rights reserved.

Administration of Issues In this section we will cover each section of an issue piece by piece. We will go over creation of new information for each section. ©2014 Convercent. All rights reserved.

Issues-SUmmary ©2013 Convercent. All rights reserved.

Issues-Summary The first thing you will see when you access an issue, is the summary. This is your general information around the reported issue. ©2014 Convercent. All rights reserved.

Section Details General Info Issues-SUmmary The issue summary includes several fields, which are covered in the table below. Section Details General Info This includes information such as the issue type, organization, location, timeframe, involved parties, and submission date. Description This field includes the text description of the incident provided by the reporting party. Survey Responses This section is where the answers to the survey questions of a guided intake are recorded. (A simplified intake won’t have any survey responses). ©2014 Convercent. All rights reserved.

Issues-Issue Types ©2013 Convercent. All rights reserved.

Issues-Issue Types The next section inside of the issue, is “Issue Types”. This section allows the issue owner to record the multiple issue types that commonly occur in an issue, as well as who was involved in each issue type and their role. You can add an issue type by first clicking “Add issue type” in the header, or an involved party by clicking “Add Involved Party”. ©2014 Convercent. All rights reserved.

Issues-Issue Types Then select the issue type you would like to add. You can search for a specific issue type using the search bar. Then make sure you click “Save” so that your new issue type appears on the issue. ©2014 Convercent. All rights reserved.

Issues-Issue Types To select an involved party, select the involved party type. You will then be able to select an exact person using the field that appears. For an employee, you will search for that employee within your organization. Make sure to select “Add Involved Party”, so your selection isn’t lost. ©2014 Convercent. All rights reserved.

Issues-Issue Types Once you have an issue type and an involved party, you can record certain things in relation to that involved party. These things include roles, sanctions and outcomes. You manage roles by clicking “Manage Roles”. ©2014 Convercent. All rights reserved.

Issues-Issue Types This window will then appear. From here you can select the role that relates to this involved party. Once you have selected the role you wish to choose, click “Save”. The role of that involved party is now saved. ©2014 Convercent. All rights reserved.

To manage sanctions, click “Manage Sanctions”. Issues-Issue Type To manage sanctions, click “Manage Sanctions”. ©2014 Convercent. All rights reserved.

Issues-Issue Type This window will then appear. From this window you can select any sanctions against the involved party. You can use the search bar instead of scrolling for ease of use. Once you have selected the sanctions you desire, click “Save” to save the sanctions. ©2014 Convercent. All rights reserved.

Issues-Issue type You can manage outcomes by clicking the ellipses at the end of the involved party’s section. This will bring up a drop down menu from which you can click “Add Outcome”. This will create a new outcome. ©2014 Convercent. All rights reserved.

Issues-Issue type This window will then appear. Fill out all of the fields as desired, and then click “Save outcome”. You have now created a specific outcome for a specific involved party inside of an issue. These tools in issue type can be used on any number of involved parties for different issue types, all within one issue. ©2014 Convercent. All rights reserved.

Issues-Messages ©2013 Convercent. All rights reserved.

Issues-Messages The next section of the issue, is “Messages”. This area is used to communicate both internally and with the reporting party. Click “Start a new message with…” to create new message threads. ©2014 Convercent. All rights reserved.

Issues-Messages When you start a new message thread, this window will appear. Fill out your subject, message, and click “Create Thread”. This will add to the communications thread in the issue. ©2014 Convercent. All rights reserved.

Issues-Tasks ©2013 Convercent. All rights reserved.

Issues-Tasks The next section in the issue, is “Open Tasks”. This is where incomplete tasks for the issue are available for viewing. To create a new task, click “Add a new task”. ©2014 Convercent. All rights reserved.

Issues-Tasks Next, fill out all of the fields within the new task window. Then, click “add task”. The task will then become a part of the issue. ©2014 Convercent. All rights reserved.

Issues-Attachments ©2013 Convercent. All rights reserved.

Issues-Attachments The next section in the issue, is “Attachments”. This is where you can place relevant documents to the issue. Choosing whether they are visible internally or to the reporting party. ©2014 Convercent. All rights reserved.

Issues-Investigation ©2013 Convercent. All rights reserved.

Issues-Investigations The next section in the issue, is “Investigations”. This is where all investigations related to the issue will be visible. You are able to access any current investigations from here, as well as create entirely new ones for your team to work on as they relate to this issue and any other issues you will tie to the investigation. To create a new investigation, click “Start a new investigation”. ©2014 Convercent. All rights reserved.

Issues-Investigations To create the new investigation simply fill out all of the fields in this window, which appears after you click “Start a new investigation”. Make sure to then click “Create Investigation” to finish the process. On top of adding investigators, you have the ability to add one lead investigator. You choose the lead from the investigators you have added. ©2014 Convercent. All rights reserved.

Issues-Investigations Investigators are the people provided with access and the ability to upload evidence and findings to the investigation. The lead investigator can create and assign tasks to the other investigators. The group of investigators can also efficiently correspond with one another through the internal message board in the investigation. ©2014 Convercent. All rights reserved.

Issues-investigations Once you have created an investigation, you can access it. Investigations appear very similar to issues. They allow you to go further in depth and keep more complete records. The fields in an investigation are similar to those in an issue. A field exclusive to investigations is “Investigative Activities”. ©2014 Convercent. All rights reserved.

Issues-Investigations When you select “Post a new activity”, you will be presented with this screen. Fill this out and click “Create Activity” to keep track of every step of the investigation. ©2014 Convercent. All rights reserved.

Issues-investigations The next series of field contains “Evidence” and “Findings”. These two fields allow for better data tracking of the investigation. To create new evidence or findings, click on their respective “Add…” buttons. ©2014 Convercent. All rights reserved.

Issues-Investigations Evidence can be digital or physical. Fill out the fields in the “Add New Evidence” form to record any evidence found through the investigation. Make sure to click “Save” so that the evidence is properly recorded. ©2014 Convercent. All rights reserved.

Issues-investigations Findings summarize the investigators conclusions based on evidence. A finding allows you to link recorded evidence to it. Fill out the “Create Finding” form, and link it to the appropriate evidence to better record your findings. Make sure to click “Create Finding” to properly record your finding. You even have the option to “Link to Evidence”. ©2014 Convercent. All rights reserved.

Issues-INvestigations When you select “Link to Evidence” a small window will pop-up, with a list of all the evidence you have compiled in your investigation. You can then choose from this list for your Finding. ©2014 Convercent. All rights reserved.

The status of the investigation. The description of the investigation. Issues-Investiogations The sidebar of investigations will give you a quick look at certain pieces of information. The status of the investigation. The description of the investigation. The lead investigator. Any tags associated with the investigation. Recent activity concerning the investigation. ©2015 Convercent. All rights reserved.

Any issues related to the investigation Issues-Investigations Any issues related to the investigation Any policies related to the investigation People with access, and people denied access to the investigation. These fields will help with security control, as well as more in depth data concerning investigations and issues. ©2014 Convercent. All rights reserved.

Issues-Contributing Factors Summary ©2013 Convercent. All rights reserved.

Issues-Contributing Factors The final section of an issue, is the “Contributing Factors Summary”. This is the area that allows you to get to the root cause of a problem. Allowing for better data as well as proactive case management. You can view or edit from this section. ©2014 Convercent. All rights reserved.

Issues-Contributing Factors In the behavioral factors section, you can record certain factors such as cultural, and personal behaviors that contributed to causing the issue. ©2014 Convercent. All rights reserved.

Issues-Contributing Factors In the external and organizational factors section, you can record certain factors such as pressure from management and bonus allocation that contributed to causing the issue. ©2014 Convercent. All rights reserved.

Issues-Sidebar ©2013 Convercent. All rights reserved.

Issues The sidebar of an issue provides certain pieces of information that can be quickly scrolled through. Days old Customer Reference Number, where the customer can input their own personal reference number. Status Issue Owner Severity Recent Activity ©2014 Convercent. All rights reserved.

People with access and people denied access. Issues Related Issues. Related Policies. Tags People with access and people denied access. Information on the reporting party (if any was provided). “This issue is not for my organization”, which allows you to kick any issues that were incorrectly filed. These allow for gathering a quick snapshot of an issue without having to delve deeper. ©2014 Convercent. All rights reserved.

Questions Manager ©2014 Convercent. All rights reserved.

Questions Manager Questions are built almost identically to issues, with just a little bit less detail. They are designed for an organization to answer anonymous questions. When you access the question manager this is how they will appear. ©2014 Convercent. All rights reserved.

Questions Manager When you access a question, this is what you will see. Included in a question, but not visible is the field, “Attachments”. These provide for proper recording and addressing of anonymous questions. Note: All fields work as they do in Issues. ©2014 Convercent. All rights reserved.

Investigation Manager ©2014 Convercent. All rights reserved.

Investigation Manager When you access the “Investigations Manager” this is how all of your investigation will appear. From here you can drill down into an investigation and see which issues it is tied to, as well as what is going on in that specific investigation. ©2014 Convercent. All rights reserved.

Dashboard Configuration ©2014 Convercent. All rights reserved.

Dashboard Configuration You have the ability to configure your dashboard to make viewing and accessing issues easier. Start by clicking on the gear icon next to the “Dashboard” header. ©2014 Convercent. All rights reserved.

Dashboard Configuration This screen should then appear, including any widgets you have already selected to view in your dashboard. The widgets used in relation to issues, are “Issue List”, “Issues by Department and Issue Type”, and “Issues for Last 12 Months”. Select the ones you wish to have on your dashboard, and drag and drop them to the “My Dashboard” side from “Unused Widgets”. ©2014 Convercent. All rights reserved.

Dashboard Configuration Your window should now look similar to this. Make sure to click “Done” to save your changes. Your dashboard should now include these issue related widgets. ©2014 Convercent. All rights reserved.

Dashboard Configuration Automatically included in your dashboard is a sidebar. Based on your access level for each module certain options will exist in your sidebar. For a Case Administrator, you will see the “Go to Issue Manager”, “Go to question Manager”, and “View All Investigations” option. These are designed to give you easy access to the corresponding areas. ©2014 Convercent. All rights reserved.

©2014 Convercent. All rights reserved.