Employment Ontario Information System (EOIS) Case Management System

Transcription

1 Employment Ontario Information System (EOIS) Case Management System Service Provider User Guide Service Provider User Management Version 1.1 December 2015

2 Table of Contents Service Provider User Management...1 Document History Introduction Employment Ontario Information System Case Management System Overview of SPRA and Service Provider Staff Registration Process Registering Service Provider Registration Authority Description of SPRA Role Selection of SPRA Candidate Registration of the SPRA Completing the SPRA EOIS-CaMS Registration Form Updating SPRA Contact Information Change SPRA Name Change Resetting PIN for SPRA Closing of the SPRA Account Registering Service Provider Staff Selection of CaMS Service Provider Staff Users Service Provider Staff User Roles EOIS-CaMS - Application User Roles EOIS-CaMS - Reporting User Roles EOIS-CaMS Service Provider Connect (SP Connect) Users Roles Registration of Service Provider Staff Users Service Provider Staff EOIS-CaMS Registration Form Updating Service Provider Staff Contact/Location Information Change Name Change Resetting PIN Version The Queen s Printer Page 2 of 24

3 10 Closing of Staff Account Appendix Acceptable Primary Identification Documents Acceptable Secondary Identification Documents Version The Queen s Printer Page 3 of 24

4 Document History Version # Date Description 1.0 February 2015 Update to reflect release new user interface 1.1 December 2015 Update to format and readability Version The Queen s Printer Page 4 of 24

5 1 Introduction 1.1 Employment Ontario Information System Case Management System In May 2010, the Case Management System (CaMS) of the Employment Ontario Information System (EOIS) was launched. EOIS-CaMS is a web based application to be used by the Ministry of Training, Colleges and Universities (MTCU) and service providers to support the delivery of Employment Ontario programs. The primary goals of EOIS-CaMS are to: Collect data to support performance management, federal reporting and operational reports Track and manage individuals and employer cases Facilitate benefit payments to individuals Develop service plans Record goals, outcomes and referrals Ensure Security Management Facilitate System Administration The EOIS-CaMS application also has an associated reporting application known as EOIS-CaMS-Reporting which will generate reports using EOIS-CaMS data. Both MTCU and service providers will have direct access to EOIS-CaMS. In order for service providers to access and make full use of EOIS-CaMS, the following tasks must be completed: Registration of the Service Provider Registration Authority (SPRA) Registration of service provider staff This guide describes the processes for registering (and maintaining) the SPRA and the service provider staff in EOIS-CaMS. Version The Queen s Printer Page 5 of 24

6 1.2 Overview of SPRA and Service Provider Staff Registration Process The service provider must also identify at least two candidates to function as SPRAs. There must be face-to-face meetings between these candidates and MTCU s Local Registration Authority (LRA), during which the role and responsibilities of the SPRA are reviewed, identities of the candidates are verified and the registration form completed. The completed forms are then processed into EOIS-CaMS by MTCU. The SPRA candidates will receive notification by that their user accounts are set up and instructions on how to log into EOIS. The Service Provider Registration Authority (SPRA) will then identify staff who will require user accounts in EOIS-CaMS. There must be face-to-face meetings between the staff and the SPRA, during which the role and responsibilities of the staff as EOIS-CaMS users are reviewed, identities of the staff are verified and the registration forms completed. The completed forms are then processing into EOIS- CaMS. The EOIS-CaMS users will receive notification by that their user accounts are set up and instructions on how to log into EOIS. Version The Queen s Printer Page 6 of 24

7 2 Registering Service Provider Registration Authority 2.1 Description of SPRA Role Every service provider will be responsible for administering their own staff user accounts in EOIS-CaMS (i.e. Service Provider Caseworker accounts and Service Provider Administrator accounts). Service provider staff designated as SPRAs will facilitate this. Ideally, this responsibility will be held by service provider managers working at the service delivery sites. The SPRA will have the authority and system access to create, update and close user accounts for their staff. A SPRA will perform the following tasks: Select Service Provider staff who will receive user accounts for the EOIS- CaMS application and/or EOIS-CaMS-Reporting. Meet face-to-face with their staff to review their role and responsibilities as a EOIS-CaMS user, verify the identity of the staff and complete the Service Provider Staff EOIS-CaMS Registration Form available in the user management section of the Employment Ontario Partners Gateway. Make updates to their staff user accounts as required (i.e. name change, phone number/ address change). Reset Private Identification Number (PIN) for staff user accounts Close staff user accounts as required. SPRA user accounts can only be created, updated and closed by MTCU. The SPRA will also be expected to serve as a lead representative for the organization on all matters related to EOIS privacy and security. Version The Queen s Printer Page 7 of 24

8 2.2 Selection of SPRA Candidate As agreements are negotiated between MTCU and service providers, the service provider must identify who in their organization will serve as their SPRAs. Key considerations when selecting SPRA candidates include: the availability of the candidate to staff the level of accountability held by the candidate the computer fluency of the candidate SPRAs should be accessible to staff, as the SPRAs must have face-to-face meetings with staff when setting up staff user accounts, the. If a service provider has multiple service delivery sites distributed over a large area, it would be preferable for the service provider to have a number of SPRA dispersed across their service delivery network. This availability requirement would also have to extend beyond user registration activities, as users will need periodic support that may require immediate attention (e.g. reset user s PIN). The SPRA should be a manager or an accountable representative of the organization in order to grant the approval for staff user accounts. They will also be held responsible for overseeing that their users maintain the security and privacy of client and organization information in EIOS-CaMS. In addition, the SPRA will have access to managerial level information in EOIS-CaMS-Reporting. Note: Service provider managers or other staff who do not have the SPRA role can still access managerial level information in EOIS-CaMS or EOIS-CaMS-Reporting through other user roles described in the EOIS-CaMS Service Provider User Management Guide. The SPRAs will be the only service provider users with system access to setup and maintain their staff user accounts, therefore they should be comfortable using computers. The procedures to setup and manage staff user accounts are neither lengthy nor complicated but a moderate level of computer fluency would make this an easier responsibility. The SPRA role is ideally suited for frontline service delivery site managers (the SPRA will possess all system access that a caseworker role has) but it is ultimately up to the service provider to decide who will serve as their SPRAs. Version The Queen s Printer Page 8 of 24

9 2.3 Registration of the SPRA The SPRA EOIS-CaMS Registration Form is available in the user management section of the EOPG. The SPRA candidates must contact their local MTCU office, in order to make arrangements for the face-to-face meeting between the SPRA candidate and the designated MTCU staff having the GO-PKI designation of Local Registration Authority (LRA). All managers in the Employment and Training Division will have this designation, therefore it will commonly be the Service Delivery Managers who will meet face-to-face with the SPRA candidates. Prior to coming to this meeting the SPRA candidate must complete Section 1 of the SPRA EOIS-CaMS Registration Form and have Section 3 signed by a representative of the Service Provider. The representative must have full authority to bind the Service Provider to the Terms and Conditions on the registration form. Also, the representative cannot be the SPRA candidate. If Sections 1 and 3 are not completed before the SPRA candidate meets with the LRA, the LRA will not be able to approve the registration. See Section 3.4 below for details on completing the form. During the face-to-face meeting, the following activities must occur: The LRA must review the role and responsibilities of the SPRA with the candidate. The SPRA candidate must present proof of identity. No copies of these identification documents will be made. The SPRA candidate and LRA will together review and complete the SPRA EOIS-CaMS Registration Form. A copy of the completed form must be given to the SPRA candidate. Version The Queen s Printer Page 9 of 24

10 3 Completing the SPRA EOIS-CaMS Registration Form The LRA must check off the correct box indicating if this is for a new user or an existing user (if the form is being used up update information). Section 1: Service Provider Registration Authority Subscriber The SPRA candidate must provide their name, position, Service Provider organization name, contact information and language preference. Their work address must be unique. The system will not allow more than one user to have the same address. A challenge question and answer must be provided which will be used to verify identity. (e.g. mother s maiden name / Lee). This section must be completed before meeting with the LRA. Section 2: SPRA Terms and Conditions The LRA must review the Terms and Conditions with the SPRA candidate and ensure they fully understand all requirements before proceeding on to the next section. The SPRA candidate must sign and date in the provided fields after completing the review of this section. Section 3: Service Provider Declaration The director of the Service Provider (or other designated service provider official with the signing authority to bind the Service Provider to the SPRA Terms and Conditions) must sign and date this section to confirm that the service provider has endorsed this SPRA candidate. This section must be completed before meeting with the LRA. Section 4: Authentication of Subscriber s Identity The SPRA candidate must provide two pieces of primary identification of which one must have a photo and one piece of secondary identification. Please refer to Appendix A and B for acceptable identification. The LRA will record the document description for the two primary and one secondary piece of identification plus the full name on the documents if they are different from the name indicated in Section 1. The LRA will initial each document description. Version The Queen s Printer Page 10 of 24

11 Section 5: Declaration of the Authenticating LRA After ensuring the entire form is complete and accurate and the SPRA candidate fully understands their role and responsibilities, the LRA will sign and date this section. After the form is complete, the SPRA candidate must be provided with a copy of the completed form. Section 3 must be completed before the LRA can sign this section. The SPRA will receive confirmation of their user account creation from the EOIS- CaMS application in the form of two s. The first will contain their EOIS-CaMS Enrolment ID Number. The second , which will follow 48 hours later, will contain their EOIS-CaMS Private Identification Number (PIN). Version The Queen s Printer Page 11 of 24

12 4 Updating SPRA 4.1 Contact Information Change If changes are required for the SPRA s contact information ( /phone number), the SPRA must notify their ETC at the local MTCU office. The SPRA must communicate the request both verbally and by SPRA Name Change If the SPRA requires a name change, the required process will be identical to the SPRA registration process, but using the new identification containing the updated name. Another meeting with the LRA must be arranged and a new SPRA EOIS-CaMS Registration Form submitted, with the Update Existing User box checked. All five sections of the form must be completed. The SPRA can continue using their original Enrolment ID Number and PIN. 5 Resetting PIN for SPRA If the SPRA requires their PIN to be reset, the SPRA must contact the manager at their local MTCU office. The SPRA must communicate the request both verbally and by and explain why the PIN had to be reset. The SPRA will be required to provide the answer to their challenge question in order to verify their identity. Aside from the user forgetting the PIN, or if the PIN being reset because of a potential or actual breach in security, EOIS-CaMS can cause the PIN to expire due to user inactivity. If a user does not enroll within 120 days of being issued the PIN or if the user does not log in for 120 days, the PIN will expire. However, in both cases, EOIS-CaMS will send out a warning message by after 90 days to warn the user that their PIN will expire in 30 days unless they enroll/log in. If the SPRA requires a new PIN but their address also requires updating, this information must be updated before the PIN is reset. As before, the SPRA will receive two s. The first will contain their EOIS-CaMS Enrolment ID Number. The second , which will follow 48 hours later, will contain their new PIN. Version The Queen s Printer Page 12 of 24

13 6 Closing of the SPRA Account If a SPRA account must be closed, the SPRA or other known representative of the service provider must contact their ETC. The SPRA or other representative of the service provider must communicate the request both verbally and by . The request must include why the account must be closed. Reasons for closing a user account can include: Potential or actual breach of security User no longer requires the account due to change or termination of employment User fails to comply with Terms and Conditions set out on Registration form Any tasks or cases assigned to the SPRA must be reassigned before the account can be closed. Version The Queen s Printer Page 13 of 24

14 7 Registering Service Provider Staff 7.1 Selection of CaMS Service Provider Staff Users Each SPRA must determine who in their organization will require EOIS-CaMS user accounts. Each service provider organization will be informed of the number of user accounts they will be allocated when negotiations are completed for their agreement with MTCU. 7.2 Service Provider Staff User Roles There are three sets of user roles associated with EOIS-CaMS. One set of user roles are for the EOIS-CaMS application itself. The second set of user roles are for accessing reports generated from EOIS-CaMS data. The third set of user roles is for SP Connect. It is not a requirement of a user to have an EOIS-CaMS user role in order to be set up to access reports or SP Connect. A user with only a Reporting role/sp Connect role will not count towards the total number of EOIS-CaMS users allocated to a service provider EOIS-CaMS - Application User Roles There are two user roles available for staff to be assigned by the SPRA to access the EOIS-CaMS application. The roles are Service Provider Caseworker and Service Provider Administrator. The Service Provider Caseworker role will facilitate the following tasks in EOIS- CaMS: Create, view, update and close Client profiles (except all financial data). Create, view, update and close Service Plans. The Service Provider Administrator role will facilitate the following tasks in EOIS- CaMS: Create, view, update and close Client Profiles (except all financial data). Create, view, update and close Service Plans. Create, view and update Resource and Information data. Version The Queen s Printer Page 14 of 24

15 As there is little difference between the two roles, most users needs will be met by the Service Provider Caseworker role. The Service Provider Administrator role will be best suited for managers who are not SPRAs and administrative staff who support managers. The SPRA automatically receives the Service Provider Manager role in EOIS- CaMS. This role is identical to the Service Provider Administrator role except it also has the ability to create and maintain Service Provider staff user roles EOIS-CaMS - Reporting User Roles There are two user roles available for staff to be assigned by the SPRA to access the CaMS reports. The roles are Staff Reports and Manager Reports. The Staff Reports role will allow access to the following: All Staff level predefined, pre-processed Service Provider reports. The Manager Reports role will allow access to the following: All Staff level predefined, pre-processed Service Provider reports. All Manager level predefined, pre-processed Service Provider reports EOIS-CaMS Service Provider Connect (SP Connect) Users Roles There are two user roles available for staff to be assigned by the SPRA to access EOIS-SP Connect. Service Provider Submission Authority (SPSA) Service provider who has the authority to submit information to the Ministry on behalf of the organization: View agreement details including payment schedules, targets and allocations Request payment, target and allocation adjustments Edit and submit forecast and expenditure information Generate reports View calendar Version The Queen s Printer Page 15 of 24

16 Service Provider Administrator (SPA) Service provider who has the authority to view and edit but cannot submit information to the Ministry: View agreement details including payment schedules, targets and allocations Edit forecast and expenditure information Generate reports View calendar 7.3 Registration of Service Provider Staff Users Once the service provider staff users have been identified, the SPRA will meet faceto- face with each user to complete the Service Provider Staff EOIS-CaMS Registration Form. Prior to this meeting the service provider staff user can complete Section 1 of the Service Provider Staff EOIS-CaMS Registration Form and review Section 2. They must not sign Section 2 until they have met with the SPRA. All EOIS CaMS Registration forms are available at the Employment Ontario Partners Gateway. During the face-to-face meeting, the following activities must occur: The SPRA must review the role and responsibilities of the service provider staff user with the user. The user must present proof of identity. No copies of these identification documents will be made. The user and SPRA will together review and complete the Service Provider Staff EOIS-CaMS Registration Form. A copy of the completed form must be given to the staff member. Version The Queen s Printer Page 16 of 24

17 7.4 Service Provider Staff EOIS-CaMS Registration Form The SPRA must first check off the correct box indicating if this is for a new user or an existing user (if the form is being used up update information). Section 1: Subscriber Details The user must provide their name, position, Service Provider organization name, contact information and language preference. Their work address must be unique. The system will not allow more than one user to have the same address. Required user roles must be selected. Section 2: Terms and Conditions The SPRA must review the Terms and Conditions with the user and ensure they fully understand all requirements before proceeding on to the next section. The user must sign and date in the provided fields after completing the review of this section. Section 3: Authentication of Subscriber s Identity The user must provide at least two pieces of identification, one primary and one secondary. If the primary document does not contain a photo, two secondary documents must be supplied, of which one must have a photo. Please refer to Appendix A and B for acceptable identification. The SPRA will record the document description for the one primary and possibly two secondary documents plus the full name on the documents if they are different from the name indicated in Section 1. The SPRA will initial each document description. Section 4: Declaration of the Authenticating PRA After ensuring the entire form is complete and accurate and the user fully understands their role and responsibilities, the SPRA will sign and date this section. Version The Queen s Printer Page 17 of 24

18 The SPRA can then proceed with setting up the user in EOIS-CaMS. Please refer to the EOIS Case Management System Service Provider User Guide for complete instructions. The user will receive confirmation of their user account creation from the EOIS-CaMS application in the form of two s. The first will contain their EOIS-CaMS Enrolment ID Number. The second , which will follow 48 hours later, will contain their EOIS-CaMS Personal Identification Number (PIN). Instructions for setting up a service provider staff user account can be found in Section 4.2 of the EOIS Case Management System Service Provider User Guide. 8 Updating Service Provider Staff 8.1 Contact/Location Information Change If changes are required for the user s contact information, the user must inform their SPRA. A Service Provider Staff Administration Form must be completed by the user (Sections 1 & 2) and the SPRA (Section 3) to maintain a physical record of the transaction. The SPRA can then update the user account information in EOIS-CaMS directly. 8.2 Name Change Instructions for modifying a service provider staff user account can be found in Section 4.3 of the EOIS Case Management System Service Provider User Guide. If the user requires a name change, the required process will be identical to the Service Provider Staff registration process, but using the new identification containing the updated name. The user will meet with the SPRA and a new Service Provider Staff EOIS-CaMS Registration Form will have to be submitted, with the Update Existing User box checked. All four sections of the form must be completed. The user can continue using their original Enrolment ID Number and PIN. Version The Queen s Printer Page 18 of 24

19 9 Resetting PIN If the user requires their PIN to be reset, the user must inform their SPRA. A Service Provider Staff Administration Form must be completed by the user (Sections 1 & 2) and the SPRA (Section 3) to maintain a physical record of the transaction. The form is available on the EOPG. The SPRA can generate a new PIN in EOIS-CaMS directly. If the user requires a new PIN but their address also requires updating, the SPRA must update the address before generating the new PIN. As before, the user will receive two s. The first will contain their EOIS-CaMS Enrolment ID Number. The second , which will follow 48 hours later, will contain their new PIN. Instructions for resetting a PIN for a service provider staff user account can be found in Section 4.4 of the EOIS Case Management System Service Provider User Guide. Version The Queen s Printer Page 19 of 24

20 10 Closing of Staff Account If a user account must be closed, the SPRA can do so directly in EOIS-CaMS. A Service Provider Staff Administration Form must be completed to maintain a physical record of the transaction. Any tasks or service plans assigned to the user must be reassigned before the account can be closed. Instructions for closing a Service Provider staff user account can be found in Section 4.5 of the EOIS Case Management System Service Provider User Guide. Version The Queen s Printer Page 20 of 24

21 Appendix Acceptable Primary Identification Documents A Health or SIN card cannot be accepted as a form of ID as this is prohibited by the Privacy Act. Current driver's license showing the Subscriber's full name and address on the individual s application (including graduated driver s license). Canadian Birth Certificate * Current Canadian passport or a valid passport from another country Certificate of Canadian Citizenship or Certificate of Naturalization (paper document or plastic card but excludes commemorative issue). Permanent Resident Card (i.e. Maple Leaf Card) must be renewed every five years if individual does not become a Canadian citizen. Certificate of Indian or Métis Status Band Card (Federal Government Issued only). Current document of identity issued by a government ministry or agency with vigorous registration process, an identification number and potentially a security clearance process (considered on a case by case basis). E.g.: OPP or RCMP Security Check, etc. CANPASS A Remote Area Border Crossing permit allows the bearer to cross the border into Canada at certain remote areas without reporting to a port of entry, as long as imported goods are declared. Nexus- A cross-border express pass available to low risk individuals who have passed a stringent Canadian and American security check including a fingerprint biometrics, photograph, and a personal interview with immigration officials. In order to maintain this pass, the individual must re-apply every two years. Firearm Registration License. Foreign clients may present their country's Citizen Identification card where these exist e.g., Mexico, Europe. Version The Queen s Printer Page 21 of 24

22 Note: Federal government change effective November 26, Only the following identity documents will be accepted as proof of Canadian citizenship for people born in Quebec: A birth certificate issued after January 1, 1994 by the Directeur de l'état civil in the province of Quebec. A Certificate of Citizenship. Version The Queen s Printer Page 22 of 24

23 Acceptable Secondary Identification Documents Old Age Security card Canadian Immigration documents issued (without a photo): Immigration Identification card Immigration Visa and Record of Landing Confirmation of Permanent Residence Permanent Resident Visa Work Permit Temporary Resident Permit Certificate of Baptism Certificate issued by a government ministry or agency, e.g. Marriage, Divorce, Adoption Documents showing the registrations of a legal name change accompanied by evidence of use or prior name for the preceding 12 months BANK/ATM or credit card * showing the Subscriber s full name (and signature where applicable) Account statements or bankbooks issued by financial institutions showing the Subscriber s full name and address. Insurance Policy or Renewal document with subscriber s full name and address Mortgage, Rental or Lease agreement Taxation assessment notices from Canada Customs and Revenue Agency Property tax assessment notice Child Tax Benefit Statement Canada Pension Plan Statement of Contributions Ministry of Natural Resources Outdoors Car Current registration document from a professional organization e.g. physicians with College of Physicians and Surgeons of Ontario (CPSO), Professional Engineers Ontario (PEO), etc. Judicial ID Card Business Registration License showing the name of subscriber (e.g. business owner) and address of the business Ontario motor vehicle permit (plate portion/ and or vehicle portion) Canadian Police Force Identification Card Canadian Armed Forces Identification Card Current Employee ID card (Canadian or foreign) that includes the Version The Queen s Printer Page 23 of 24

24 employee s name, photo, the issuing organization and date (either issued or expiry). Union Card Payroll Statement Student Identification Card BYID Card (formerly Age of Majority Card) CNIB Photo Registration Card acceptable for subscribers only Version The Queen s Printer Page 24 of 24