Upgraded emanda Frequently Asked Questions

Transcription

1 Upgraded emanda Frequently Asked Questions

2 Table of Contents 1. General Access and Security Logging In Contact Permissions Inbox Orders (Booking Requests) Reports Random Selections Participants Test Results Sites... 6

3 General 1. What is a Home base? A home base is the name we give to the subdivisions within a company s organization. These subdivisions could be different divisions, locations or client sites depending on the company s operations. 2. Can I update my company profile information online? No, at this time you do not have access to change your company information, such as phone or address, online in emanda. Please contact customer service at This is something we re working on as part of an ongoing process to continually improve the software. 3. What happens if the data on a tab isn t showing up or isn t updated? If the data in the tab you are working in is not showing or hasn t updated since you made revisions, click on the refresh button at the bottom right hand of the screen. Do not try to refresh emanda by using the refresh button in your web browser. If you do, you will be signed out of the program and will need to log back in. If using the refresh button in emanda does not update the data in the tab, please contact emandahelpdesk@drivercheck.ca or call us at so we can investigate and resolve the issue for you. Access and Security 4. What are my browser requirements for the upgraded emanda? To optimize your experience with the upgraded emanda, we recommend using the program in the following browsers: Internet Explorer 9 and higher, Chrome, Firefox, and Safari, as the system was designed to officially support these versions. If you are using an older version of these browsers (for example, Internet Explorer 7 or 8) you will still be able to perform essential tasks in the upgraded emanda. However, some additional features will be reduced or unavailable. We highly recommend upgrading to a newer browser in order to get the best experience with our system. 5. Is the upgraded system secure? Yes, the upgraded emanda will continue to provide you with the top of the line security you require and are accustomed to through the current system. Our system offers Secure Socket Layer Technology, the highest level of encryption available. Logging In 6. Do I have the same username and password as before? Yes, if you currently use emanda to receive test results and perform other tasks, you will use your current username and password to log into the upgraded system when it is live. However, any and all letters contained in your current password will be changed to uppercase. If you have difficulty logging in to the upgraded emanda when it becomes live, please check to make sure you have capitalized the letters in your password.

4 7. Is my username and password case sensitive? Yes, the password for the upgraded emanda is case sensitive, however the username is not. If you find that your login information doesn t seem to be working, you might want to double check to make sure caplocks is turned off. 8. How do I change my password? At the top left of the screen, hover over your name with the mouse. Click on Reset password You will be prompted to enter your new password in the first field and again in the field below to confirm it. All passwords are case sensitive. 9. What do I do if I forgot my password? If you forget your password, simply go to the emanda login page and click on the Forgot your password? link. This will prompt you to submit your username and address. We will then send you a link with a code that you will be able to use to reset your password. 10. What do I do if I don t have a username and password for emanda and currently receive results by ? If you currently receive results by , you will be provided with a username for emanda and you will be provided instructions to set your password. Please note that for enhanced security reasons, we will no longer be sending result letter reports to you as an attachment in an . For enhanced security, you will now receive an with a link that will take you directly to the report in your emanda inbox, once you sign in. Contact Permissions 11. Do I have the same permissions as before? Yes, the permissions set up for your company s Designated Employer Representative(s) and/or Program Administrator(s) previous to the upgraded emanda becoming operational will not change. When your DER(s)/PA(s) first log into emanda, they will only have the ability to perform tasks associated with their permissions. For example, if the DER/PA was originally set up by your company to complete bookings only, the DER/PA will only have access to the Orders and Sites tabs in the upgraded emanda. All other tabs will be visible, but the DER/PA will not be able to perform tasks in these tabs. 12. Is there an option to have someone in my company only book tests? If so, how do I set up contact permissions? The process for arranging to set up contact permissions for your company will not change with the upgraded emanda. To set up permissions for your DER(s)/PA(s), simply contact our Customer Service Department by phone or by . A live agent will provide you with a form to complete and submit to DriverCheck. 13. Can I update my contacts and permissions online? At this time, we do require that you reach out to your Account Representative/Manager or call us at our number to update your contacts and permissions. We do not yet have the capabilities to perform this task in the

5 upgraded emanda but it is slated for future development however, you will soon be able to fill this form out and submit it online through drivercheck.ca, or save it and send it as a pdf. 14. Can permissions be customized by home base? Yes, permissions would be customized by following the same process you would follow to set up contact permissions for your company. To set up permissions for your DER/PA, simply contact our Customer Service Department. A live agent will provide you with the required form to complete and submit to DriverCheck. Inbox 15. What is the Inbox for? The inbox tab is where you can view invoices, test results, and other reports relating to your program. All information contained in this tab will only reflect your profile. If another DER in your company has read a result but you haven t, this result will be listed as unread in your emanda inbox. This tab is defaulted to show only unread items, but if you uncheck the Show only unread results box it will bring up all reports sent to you, including those that have been viewed. To view a file, simply click on the view link in the File column and the document will open in a separate window. Each report or document in the Inbox will show the type of report, the summary, and the date and time it was generated. Orders (Booking Requests) 16. Can I book directly with a site online? If your company is regulated by the U.S. Department of Transportation, you can book (alcohol and drug tests only) directly through the collection sites listed in the Sites tab by calling them directly. However, workplace clients will continue to book through our centralized booking centre and through the online Orders tab, due to the more complex requirements for their programs. 17. How do I issue a booking request? Booking an appointment through the upgraded emanda system just got easier! Just follow the simple steps below: Click on New Order at the bottom right of the Orders tab. This will open the Setup box. Select the applicable company or home base (if applicable) from the dropdown menu. Enter the participant s name. Select a preferred appointment date and time through the dropdown menu, or manually type a date and time in the appropriate fields. To request a location, type in a city and province or a specific address.

6 Choose the services you require for the order. You can select a Reason for the test or assessment and a Package (a pre-determined package of tests/assessments that reflects the services normally requested by your company for a certain reason for testing for more information, see below). There may be multiple packages based on the type of job the participant has. Please note that you cannot request a reasonable cause or post-incident test through emanda. If you try to do this, a message will pop up asking that you call us directly so that we can immediately deal with the urgent request. Include any special instructions you may have for this order in the Special Instructions box. For example, if you require truck parking at the collection site, you can type that request here. Once you have finished entering your order, click Submit to process your booking request. For a drug and/or alcohol test, we typically book an appointment within an hour of your issuing the request. 18. What is the Packages field in the Setup box for when issuing a booking request? A Package in the Setup box of the New Order function is a pre-determined bundle of tests and/or assessments for a certain reason for testing. These are specifically tailored to your company s requirements. For example, a pre-employment test for a Labourer position within your company may require a breath alcohol and POCT drug test and an occupational medical exam to determine fitness for duty. However, a pre-employment test for a DOT-regulated employee within your company will require a lab-based drug test. Therefore, there will be a different bundle of tests for the DOT-regulated employee and the Labourer position. This category will help you quickly select the appropriate package for a specific job position, without having to enter each service for that position every time a new employee is hired. 19. What is the turnaround for online booking requests? The typical turnaround for online booking requests is approximately 1 hour for alcohol and drug tests. Occupational medical exams may take slightly longer due to the complexity of the assessment and location where testing is required. DriverCheck will follow up with the individual issuing the booking request within an hour of the request being submitted to advise the client of the booking status. 20. What happens when I cancel an order? When you cancel an order, the cancellation request will be submitted to our booking department. One of our live agents will contact the clinic/collector designated to perform the medical test or assessment associated with that booking and notify you once this has been completed. Note that late cancellations may be associated with additional fees. Reports 21. What types of reports can we run? For now, report generating capabilities in the upgraded emanda are limited to running a participant list. You can complete this task in the Participants tab by clicking on the Reports button at the bottom right, choosing which type of report you would like to run (i.e. sorting by random status) and clicking on Generate. This will bring up your report and you can

7 then save the file, print it, or send it to your emanda inbox. In addition to participant lists, we are currently working on developing the capabilities to run various other reports, including results lists, in the future. For all other reporting requirements, clients will continue to contact DriverCheck to provide the desired report. Random Selections 22. Can I add and remove individuals from my company s random program? Yes, if you are the DER/PA for your company, you can add or remove participants from your company s random alcohol and/or drug testing program through the Participants tab in emanda. To add a participant, click on the Add Participant button at the bottom right corner in the Participants tab. To edit a participant (change their status from active to inactive or remove them from the list), you can use the search box to find the participant in the list or you can scroll through the list to locate the participant. Once you have located the participant, simply double click on the participant and check or uncheck the Active box. Participants 23. Can we modify participant information? Yes, you can modify information on your company s participants by clicking on the Participants tab in emanda. Once you have opened the tab, you can use the search box to find the participant in the list or you can scroll through the list to locate the participant. Double click on the participant in the list and a box will open that will allow you to change the information in certain fields. Once you have completed the changes, click Save. 24. Can I delete a participant? You cannot delete a participant in emanda. However, you can activate and inactivate participants in your company s program(s) by going into the Participants tab, double clicking on the participant you wish to active or inactivate, and check or unchecking the activate box. 25. Can I make my own notes on a participant s file? Yes, you can enter a new note by clicking on the Notes button in the bottom right corner of the Participant Setup box. This will open a new box. Click on new note and once you are finished typing the note, click save. Test Results 26. What does the red highlighting mean for a test? Test results that are highlighted in red are violations of a Company policy and are a verified positive drug or alcohol test.

8 Sites 27. What can I do on the Sites tab? The sites tab will allow you to see the list of sites in the DriverCheck network that are available in a certain area. This will be defaulted to the location set in your profile. You can also access Google Street View through emanda in this tab to visualize the actual site location. Scroll over Map and click on the button to view the map. You can then use your mouse to zoom in and out, or click on the figure and drag it over the site. In the List view on the right hand side of the Sites tab next to the Map, you can scroll over the icon to see what type of site it is (i.e. a main site or a site that is only used for emergency testing). To search for a site in the DriverCheck network, simply type the city and province into the text box on the left hand side of the Sites tab and hit enter. This will generate a list that will show up on the right hand side of the tab. If you hover over a site in the list, it gives you more information. This is particularly helpful to clients regulated by the U.S. Department of Transportation, many of whom will book directly with collection sites. Workplace clients will continue to book through our centralized booking centre and through the online Orders tab, due to the more complex requirements for their programs. If there are additional notes on the site (such as whether truck parking is available), you will see an exclamation mark in the Notes column, and you can hover your mouse over the exclamation mark to view the notes.