State Child Welfare Information System Mobility Projects

>>Joyce Rose: Thank you and welcome to the
Child Welfare Information Technology Systems Managers and Staff Webinar Series brought
to you on behalf of the Health and Human Services Administration for Children and Families Chil—
by ICF International. Today’s webinar is entitled State Child Welfare Information System
Mobility Projects, specifically featuring the efforts of two states – Missouri and
Massachusetts. I am Joyce Rose, your hose and moderator for
today’s webinar. For new attendees and for those who may have missed previous webinars,
here is the list of the previously recorded webinars which are posted to the link identified
on the slide. And we are currently working on developing the webinar topics for December
and for January. So attendees are encouraged to participate
in our webinar with questions and comments. All of the participant lines are muted now,
but we will open them for the Q&A session at the end of the presentation. However, please
be aware that you can submit questions at any time using the Go To Webinar chat feature,
and those will be addressed during the Q&A session. Should we run out of time, we will respond
to your questions via e-mail and/or should you do have additional questions, you may
submit those to me at the e-mail address listed on the slide. Also, if you have any topics
that you would like to recommend as potential webinars, please do not hesitate to contact
me. So the division of state systems within the Children’s Bureau continues to provide
a series of monthly webinars supporting information-sharing and discussion. Understanding who is attending the webinar
helps to identify content that is applicable for everyone participating in an agency’s
CWIS efforts. Please self-select one of the five categories listed and my colleague, Elizabeth,
will conduct the poll. Elizabeth.>>Elizabeth Mertinko: Great. Okay, so you
see the categories up on the screen. I’d like you all to go ahead and choose the category
that best represents you. If you are in a room with a group of attendees, if you could
select the category that most represents the biggest number of people in the room that
would be great. And if we could go – it looks like we have
about 75% of people who have responded, so I’ll just give you all a couple more seconds
to go ahead and cast your vote so that we know who we’re talking to today. If we could
just get you last couple of stragglers to go in and click the right button, that’d
be great. There’s about 85% of people who have responded.
Okay, I’m going to go ahead and close the poll. And it looks like we have about 31%
of State Child Welfare Information Systems Program Managers, 62% State Child Welfare
Information System Program Policy or Technical Staff, 3% Tribal Child Welfare Information
Program Managers, and about 3% ACF Children’s Bureau Personnel. So, Joyce, with that, I will turn it back
over to you.>>Joyce Rose: Yes, and certainly because
of the number of attendees who have registered for this webinar, it obviously is very popular
and of great interest across the agency. So I’m very pleased to see a tremendous mix
of – so let us go ahead and meet our participants today. We have Tomy Abraham from Massachusetts and
Tomy is the Director of Business Applications for the Massachusetts Department of Children
and Families. And as such, is responsible for implementing innovative computing solutions
to complex human service problems. His recent endeavors include deployment and management
of 6,000 mobile devices to a diverse child welfare workforce, which he is going to talk
to you about. Leanne Leason has worked for the Missouri
Children’s Division for 22 years. In those years, she has worn many hats including Frontland’s–Frontline
Supervisor, Case Worker, Policy-Writer regarding payment processes for the Children’s Division,
and implementer of the Missouri SACWIS known as FACES State-wide Help Desk. And in 2011, she became the FACES program
manager for the business side. So now, I would like to turn this over to Leanne to begin
the presentation. Leanne.>>Leanne Leason: Thank you, Joyce. I’m
excited for this opportunity to share the work we’ve been doing here in Missouri.
If we could get the first slide please, some of the things we’ll look over today is what
is FACES, which is the name of our SACWIS system here in the state of Missouri and what
led us to consider mobility, some of the lessons learned we had from past mobility projects,
what our top mobility objectives were, and some additional benefits that we found coming
out of mobility that we really didn’t expect. And we will end with some lessons learned
from this newest project and some challenges that we have faced. Next, please. So first,
what is FACES? FACES is our Family and Children Electronic
System. A little bit about our technical environment – it’s an internet web-based enabled system
using Cobol, DB2, and CICS. Our database contains 818 tables. Our operational environment is – are Missouri
state-administered. We have 145 counties and offices in most of those counties. We have
over 2,000 Children’s Division staff and we have 400 contracted case management staff. Next, please. How many families do we serve
here in Missouri? We have, currently, at – well, as of June of 2015, we have about 9,000 family-centered
services cases, and those are intact families who we’re providing services for, over 20,000
children in adoption or guardianship placements, and over 13,000 children in foster care and
in the custody of the Children’s Division. Next. So what led us to consider mobility?
We had numerous direct requests from Frontline staff for mobile functionality through the
– our state’s continuous quality improvement process. Our state finds that we have very
young work force and they’re all up on the newest technology and they were clamoring
for some of the new tools that are out there. We did have to prepare a response to an increased
staff turnover that we were seeing. Over the last three fiscal years, we lost 500 Frontline
staff – that was 25% of our workforce. And as of March of 2015, 45% of our Frontline
staff had less than one year of service and 25% had only one to three years of service. That means that 70% of our Frontlines workforce
had less than five years. So we needed to look at what was causing that, what we could
do to help retain staff and address this issue. Then we wanted to look at how to make workloads
more manageable and to increase effectiveness in the field. Next, please. So first we needed to look at
some past attempts at mobility. Back in 2009, we had attempted a mobility project with 97
new laptops and PC internet cards. Sites were selected for a six-month pilot. We looked to evaluate such things as worker-child
visits and timely completion of child abuse and neglect reports. Some of our goals were
the same – increased efficiency and maintain and improve quality. Next. This is just a brief look at some of the results
from that. And as you can see, our project numbers were not a whole lot better than our
control group that did not have the laptop. Next. So why did this first project fail? Connectivity in the rural areas was the – probably
the biggest factor. The PC internet cards failed to work, the laptops were considered
unwieldy, direct connection to our FACES system through VPN connection was required to be
able to collect and report information. And if they were unable to get a data signal
from the provider, that just wasn’t possible. And we have some really rural areas in Missouri
that just really struggle to get a data signal in those areas. So the outcomes didn’t support
to continue funding these data cards. Next, please. So when we sat down to look
at a new mobile solution, we had four really basic top requirements. We wanted staff to
be able to enter and save data into a secure app that would not require Wi-Fi or cell signals.
Once in range of Wi-Fi or cell signal, to be able to submit saved data directly back
to the FACES system, we wanted to be able to have access to their work e-mail and calendar
and the ability to perform child abuse and neglect prior history searches while out in
the field. Next. So what was our approach? Selected – we
selected the iPad Air as our mobile tool. Our mobile device management solution was
Mobile Iron, which granted access to full work e-mail and calendar. State-wide Frontline
staff in a work group identified four initial areas of our FACES system that they wanted
developed into this mobile app. And we asked them, if you looked in our whole FACES system,
what are four areas that you would want to have available to you while you’re out in
the field – because not everything we do is something you would need to have while
you’re out mobile and working with families. So they identified four specific areas. One
was the safety assessment, which is to initially assure safety of children within 72 hours
of a hotline call, visitation – this is where our Frontline staff document supervised
visits between parents and children who are in foster care, contacts – documenting all
contacts staff have with case members during the life of a case, and then, what we call
our participant and individual screen. This gathers characteristics unique to each
household member on a case during a hotline investigation. Next. So our IT staff – and
I’m proud to say we did develop this in-house with our state IT staff – they developed
a mobile – FACES mobile – app that mirrored these four identified areas of FACES. Initially,
staff must have Wi-Fi or a cell signal to download the case to the iPad and the mobile
app. Downloaded cases can be reviewed in one of
those four areas without connectivity. So once they have the case downloaded to the
app, they can go out in the field and work in the FACES app in those four areas without
having to worry about Wi-Fi or a data signal. Once they’re ready to send the information
back to FACES, they do have to be within range of Wi-Fi or a cell signal again, but then
it will be synced back to the FACES system for them to view later. Next. So just a really brief look at one of
our screens that we have – some of the apps that we have for safety assessment. We do
require all of our staff to enter their credentials and password before they can enter the app.
Next. The top box shows where they would enter the
call or case number to download the case and then, select the functional area in which
that case applies to whether it be our investigation and assessment or our family–centered services
cases. Next. Next, please. Once the case is downloaded
to the app, they have the option to either delete the case off the app or to press add
safety assessment which will, then, bring them into the screen that has all the information
they need to add the safety assessment. Again, the screen looks very similar to what they
would see if they were sitting at their desktop workstation logged into FACES directly. So they can enter and answer the questions
regarding what – if the child is safe or unsafe. Next, please. And then, at the end,
they can have options to delete, cancel, submit, or safe. They are required to save any information
first before they’re able to submit it back to FACES. And, again, they have to have Wi-Fi connectivity
or data signal to upload the case for the app and then, later, to sink at the end. But
in the middle, while they’re entering the safety assessment and saving it, they do not
need to have any kind of signal. Next. So in order for staff to perform child abuse
neglect prior history searches, which is one of our four requirements, all staff were transitioned
to virtual desktop. We are in the process of still doing that, but a lot of staff has
been since transitioned to that. This allows them a secure tunnel with dual
authentication into the network from their iPad to their desktop in Full FACES. It allows
them to access and perform the needed background checks. It is dependent on Wi-Fi or cell signal
for a connection, but this has been a really useful tool for staff while they’re out
in the field. They’re able to log in as if they’re sitting
at their desk and they can actually get into the full, entire faces system to do background
checks and even work in other areas of FACES if needed. But again, it is dependent on connectivity.
Next. So how did we handle rollout? In April of
2014, 16 statewide super-users were identified to participate in a pre-pilot and to assist
with testing. They were all issued fourth-generation iPads that were purchased and distributed.
In June of 2014, we expanded the pilot to – 56 iPads were distributed to the identified
pilot group. This meant, of those super users we gave iPads
to the immediate units that they belonged to so they could assist their coworkers with
how to use the apps themselves. Then in March – February, March of 2015, we did our first
wave rollout statewide with 497 iPad airs. And then, in June and July, we issued 869
additional iPad airs to the field. We’re in the process now of doing our final
order, which consists of about 140 iPads for remaining staff in which those positions were
vacant at the time. Next. End-user training and support – we identified what we called
iPad mentors in each of our regions. These staff act as local experts and provide ongoing
training with staff turnover. We have found that these iPad mentors have been absolutely
critical. As we were traveling around, deploying the
iPads, and training staff, these mentors would participate in all the training. They would
even do some of the training themselves. Then, as staff turnover happened, then we get new
employees and iPads are reassigned. They are the ones to set up the iPad with
the new worker to sit there and train them on how to FACES app and other dos and don’ts
of the iPad. They’ve just been an absolute critical resource to us here in state office
because we couldn’t even begin to provide all that support ongoing statewide without
their help. We did develop an online user guide for the face of the aps and the use
of the forms that we developed for the iPad. Our FACES help desk – did travel around
the state for the initial deployment of the iPad, providing a walkthrough of the functionality
and policy around use of the iPad. All of our information contained on the iPad is subject
to Missouri’s Sunshine Law. That means that anything can be requested
off the iPad, any documentation, any communication that are on there can be requested. Next.
A little bit on device and data security – all the iPads use the standard iOS data protection
feature that encrypts the data when the device is locked. Our MDM solution has the ability to remotely
locate devices as long as they’re online and wipe the device. During the process of
downloading and uploading cases to the FACES app, all web services request the use of the
https. And, additionally, Missouri uses our per-app VPN requests are all inside of VPN
Tunnel. Next. All right, so to look at – a first
look at the data, which we’re slowly starting to gather as we continue to get iPads out
there to everybody in the field. Some of these numbers represent some improvements in a pilot
project from July to December of 2014, after the initial iPads were distributed. We are working with the University of Missouri
to conduct a survey of iPad users to look at satisfaction and job performance. We are
also, again, in the process of completing a final order. Once all staff have their iPads,
the university will begin looking at more outcomes in regards to our data. So you can see in those two charts, we looked
at the timely initial contact and we looked at FPS Monthly Summaries and how staff are
improving in terms of getting those in timely, having the tool out in the field. And I’ll
talk – more about that when I talk about the benefits – the other benefits we found
with the iPad. Next. So going into the benefits of the iPad,
first of all, they have full access to work e-mail and calendars. This has been really
great for the field, they can communicate with their supervisor, they can schedule appointments
with families right when they’re out in the field so they can see their calendar.
FaceTime – they’re using that to conduct visits with incarcerated parents with siblings
that are not located in the same county, perhaps, or parents that can’t get to a visit easily. As long as someone else on the other end has
an Apple product as well, they can use FaceTime to conduct visits. We have instructed them
that does not take the place of their required, month-to-month face visit with the child.
They’re using instructional videos on YouTube. There’s many, many instructional videos
for anybody who’s familiar with YouTube. Some of them – for example, on how to remove
lice, some parents are very visual learners; it has been very helpful to them to be able
to watch a video step by step rather than reading a pamphlet or a document. They downloaded
Microsoft Office for the iPad, so they’re using Word and Excel. They’re texting clients via the iPad. There’s
many free texting apps available that actually assign a separate number – phone number
– for texting on the iPad so that staff don’t have to give out their personal information
anymore in their personal cell phones. Staff has reported that it’s much easier to get
ahold of their clients through texting than through calling. Clients will respond to a text much quicker
than they will to a phone call or returning a voicemail message. Access to forms – we
did develop about 18 forms for the iPad and they’re to available staff. They open them
in Adobe and they can capture electronic signatures and then they will be able to, soon – we’re
working on a document imaging project that will allow them to e-mail that document to
themselves and then upload it and attach it into our FACES system. They can access the Social Work Field Guide
through the internet while they’re out in the field so they can get questions answered
or maybe research. Next. Photos – our policy permits staff to take yearly photos of children
in foster care. They’re also permitted to take photos of
objects during investigations, but not people. So this helps during the investigation process.
They have found scanning apps where they can scan documents such as birth certificates,
report cards, and such that they want to keep on record for a case. They’re accessing other apps such as Best
at Parenting and Recall Alerts so they can let parents know about information that would
be helpful to them. I know a lot of staff are accessing the internet directly. They
say it’s incredibly helpful to them when they’re visiting a parent if they want to
refer them to resources – local resources such as food backs, clothing pantries, therapists. They can actually do an internet search right
there on their iPad while they’re with the family. And then, a pocket prescription to
help identify medications. These are all just some identified additional benefits that staff
had told us about since they’ve had their iPad that went above and beyond the FACES
app, which was the original purpose for purchasing the iPad. Next. Oh, a few more additional benefits – there
is an app for a Geno-note and Mind Meister that develops genogram, culture grams, and
eco maps. They can use GPS for mapping and direction. And again, I talked about accessing the internet
for direct services to families in the community. Next. No project goes without challenges and
lessons learned. We did have to bridge the gap between business and technical, understanding
each other’s language, and the benefits of the iPad beyond the FACES app. The FACES app was the sole focus of the project
in the beginning and our state IT staff did a wonderful job developing that. But again,
we saw so many more benefits since we started using them beyond the FACES app itself. Wi-Fi
and BDI access to all the state offices – what we’ve learned is that not all of our state
offices had Wi-Fi and we really should have looked at that and rolled that out prior to
the rollout of the iPads. But we are gradually getting Wi-Fi in all
of our offices and rolling out staff to BDI. But in hindsight, if you’re looking to do
a project like this, that is something I would have liked to address prior to the iPad rollout.
Ongoing support – just needing both technical and business support for the staff using the
iPads, they have a lot of questions. A lot of staff are not technically inclined,
they don’t even know how to turn on an iPad and do some of the basic functionality. So
just having that support out there and the technical support that you need when they
have problems with the FACES app or anything else with the iPad. Compatibility – management
between the FACES app and continuous Apple iOS updates. We’ve run into some challenges with that
as Apple makes their iOS updates, ensuring that our FACES app continues to be compatible
with those iOS updates. Staff turnover and reassignment process – we really had to
scramble to put together a process on what to do when iPads are lost, stolen, staff leave
– they need to be reassigned – because all of our iPads are configured for specific
staff so that they can get their e-mail and their calendar. So we had to come up with a process to make
sure we could get all that done in a timely way. And then costs – ongoing and replacement
of accessories – you would not believe how quickly cords get lost – charge cords, car
chargers. We did provide all of our staff not only with an iPad, but a portfolio that
has a keyboard, and a – obviously, all the chargers for the iPad and the keyboard and
then a car charger. And those things do get lost. Staff leave
the agency and don’t return the cords and so you need to have costs available to replace
those as needed. Next. So just some quotes about what mobility has brought to our caseworkers. They love the dictation talk-to-text feature
– I didn’t mention that earlier. They can review forms together and they can sign
– clients can sign right on the iPad. They don’t have to go back to the office to type
their contacts. They don’t – they like that they don’t
have to wait until they get back to the office to look up stuff a client might need. And
then, again, using the iPad app for entering their contacts and it’s helped them keep
up on other areas of their job because they’re up-to-date on entering all their contacts
into faces. Next. All right, I would like to turn it over
at this time to Tomy for his portion of the presentation.>>Tomy Abraham: Great. Thanks, Leanne. Thank
you so much. Hello everyone. This is Tomy Abraham from Massachusetts. I
will go over the post-implementation aspect of a mobile deployment program. The mobile
devices that was – that were deployed in Massachusetts was very similar to what Leanne
described in her presentation – just that numbers are bigger. We deployed about 3,000 iPads, the keyboards,
and all those. And we also had to deploy about 3,000 cell phones because the infrastructure
was not available to make calls directly from iPads. So we just had to do that in this last
financial ending June 2015. The use is primarily the case management system
– the SACWIS – Massachusetts SACWIS system – obviously, corporate e-mail, and approved
mobile apps through the agency app store. The MDM solution is AirWatch and Enterprise
App Store continues to have all kinds of application similar to what Leanne stated and some more
as requested by our staff. After our deployment, we hired Accenture in
winter of 2015 to do a survey and assessment – a post-implementation assessment of the
impact of mobile devices in Child Welfare Massachusetts. So, Accenture did a survey
of about 650 folks out of 2,400 because that was the number of iPads that was deployed
at that time, and they interviewed about 64 folks – 60 workers – conducted focus groups
in four offices and also shadowed a whole day of paid workers. So that was the exercise that they did for
data collection. Could you move to the next slide, please? The next slide, please?>>Elizabeth Mertinko: Tomy, I’m sorry,
I’ve advanced it but I think the software has jammed up on us a little bit. But…>>Tomy Abraham: Oh, okay.>>Elizabeth Mertinko: …continue talking;
I’ll go ahead and work on the slide presentation.>>Tomy Abraham: No problem; I could do that.
But others won’t be seeing the slide, right?>>Elizabeth Mertinko: No, I’m going to
work on that right now and see if I can get it caught up.>>Tomy Abraham: Okay.>>Joyce Rose: It looks like it’s switched.>>Tomy Abraham: Okay.>>Elizabeth Mertinko: There we go. I think
we’re in the right place now.>>Tomy Abraham: Excellent. Thanks, Elizabeth.
So for the adoption, the data collected in early 2015 looks something like this. 92%
of the devices are in use. So this is a completely optional program.
We did not mandate that everyone has to use iPad, but people who opted out for various
reasons have – many of them have opted in at the latest date after seeing the benefits
that are – their coworkers are getting by using an iPad. On the survey also 76% of the
workforce indicated that they are very comfortable or comfortable using a mobile device. We have a very young workforce in Massachusetts.
That’s possibly one of the reasons. 66% felt more efficient with it and 87% of supervisors
also felt that their workers are more effectives with their iPads. Supervisors were not given iPads in the initial
rollout, but because they had they are consistent and persistent in their need to have iPads
for them, we did issue iPads to supervisors in mid-2015. Devices were used in multiple
locations – 58% in cars, 50% at home, and close to 50 % at court and certainly, 36%
in visits. This number must have increased because people,
due to their own behavior patterns or control in setup they – some of them used. Some
of them did not use during the actual visit itself. Social workers obviously completed
a range of tasks. Everyone obviously checked emails, recording
case dictation was the biggest one, using Siri in iPads certainly was a big help for
people. They enter the time and attendance as well as child abuse investigation 77%. So most of the case management system that
is a web-based case management system, we did not do a mobile app, but that’s what
people have accessed using an iPad. Next, please. Okay, so based on what Accenture has
seen and what they have seen across the country from private and government sector, they put
out some recommendations. What could happen, what could be improved,
so this is something that you could take to look at some of the things in the following
slides, and could be used as a map for post-rollout or pre-rollout guidelines. First one is the
practice transformation, second one is policy and organization, the third is technology
and operations, fourth, how to engagement and support. Finally, the fifth one is how you’d – culture
and environment changes. In the following slides, I’ll go over each of these 12 points
rather than just listing them here. So let’s move over to the next slide. Okay,
so first is how to strengthen the strategic use of mobile technology. It is best to formalize
or integrate mobile, road map, and agency operations. Our – in Massachusetts, the agency leadership
was variable onboard with a program like that. Obviously, this all resulted from some horrific
death of children, but, regardless of their background of having a program like this,
they are completely onboard. That did help us to – do it at such a fast pace. And we did institute some of the data collection
metrics and there is also a governance body for our mobile devices. We track from the
key metrics every month and report the metrics itself about usage and other aspects of mobile
devices to this governance group. And then we have a road map now to develop more applications
of how to evolve mobile strategy. Second is the guidance on mobile integration
of the business and case practice. This is a very critical one because if you – you
must make sure that there is enough guidelines are developed and disseminated to the workforce
while iPads are being – mobile devices are being used. People – we did not do much
and that caused confusion in the field and – which we tried to remediate now, but the
other issues still remain because people ask questions and there is not enough time to
develop and answer for them, but we are continuing to do that. Next, please. The mobile governance – so
we do have a mobile sub-committee here to drive and update implementation of roadmap.
So – and there is also a secretariat-wide – so DCF – Depend of Child Welfare – is
only – children and families is only one agency that is secretariat-wide governance
model for us just for doing the mobile device management administration. The fourth one is develop HR and administrative
policies. If you do not have a telecommute policy in your state, please do so while doing
the – before doing the iPad or a mobile device deployment because, otherwise, it creates
inconsistent patterns of telecommuting from office to office because it depends on the
supervisor how they’re manage it – so it is always best to have a telecommute policy
or other policies that are related to mobile devices, develop, remote work – develop
and disseminate. Determine a long-term funding approach because
most of these devices will only last for two to three years. So it is best to have and
we did spend capital dollars in getting the first set of devices, but it is imperative
to have operational money available for the first of these devices as well as the upkeep
of them – operational dollars just for, as Leanne stated, for managing – for replacement
of lost devices or repairs plus to manage the refresh cycle. Next, please. Enhancements to agency app catalog
– so apart from applicable mobile apps that people will be asking. One of the other things
will be to make sure that people are going to work from outside. They do not need to come to office anymore.
So there are multiple things that was available in their facility–based computing model
has to be made available to your users. For example, everybody had a shared public drive
which is a file server in an office. Now, unless you have VPN, you will not be
able to access those drives. What we are doing is we are moving our files to the Cloud so
that you do not need a file to access their file server in office. So rather than using the VPN model Massachusetts
is looking at a Cloud-based model where, directly through internet itself, you can access most
of your digital assets. And that is true for testing, file management of a basic nature,
etcetera. Then, strengthening the underlying infrastructure of operational service support
structure, this is our – we had to augment our help desk to support the mobility program. But also, we have regular support engineers
in offices had to be trained so that they could act as the first line of support rather
than every call coming to help desk and every iPad is being shipped for issues or repair.
Check-in with your technology infrastructure – so every office – it is best to have
Wi-Fis. On Massachusetts, the advantage is it is a highly-connected state while signal
strength is generally strong in most of the areas in state, but we still have dark pockets
or dead zones inside offices. So you have to identify those offices and
then Wi-Fi them. People certainly will ask for wireless printing because they do not
like to use desktop one-sided batch printers with mobile devices. Next, please. Mobile-friendly business applications – so
we have our SACWIS application. We did not take the path of mobile app. We would like
to use the capability of HTML-five-based browser applications as much as we can. So, in this model, we are making our – we
have – we are making our SACWIS application a response of user interface model. And every
– when you design your applications, now, you’ll have to look into the mobile device
design into your design considerations because now the users are going to have mobile devices,
which are having much less form factor, ranging from four inches to ten inches. So, your applications has to work because,
otherwise, it just – connectivity is much less. Reference Agency Technology direction
into incorporate mobile convergence of devices. Now every worker lives in Massachusetts has
two devices and another three access areas that goes through that. One is a desktop, one is an iPad, one is a
phone. So our aim is to see how a mobile device is the only device that they need to keep
and they can do all their technology functions right from their device. So unless they – we
are hoping to achieve that in – I don’t have a timeframe but that’s what our strategy
is – to make sure that there is only one device. And we are updating our agency reference roadmap
as well as the application development based on that timeline. Next slide, please. Strengthen
physical and virtual collaboration mechanisms for mobile users – so people – especially
Child Welfare work or human resource, human services work is a very stressful job. And Child Welfare workers come to their office
for collaboration for their peer support and many things. What happens with their mobile
device, an effective mobile device management program is that people can now, do not have
to come to office. So the collaboration becomes less. And we did not know what to do with this but
at least we are starting to put some tools out there, if not completely replace at least
to support a partial collaboration. So this is something that we are piloting
now. Hopefully the entire state will be deployed by end of December. This is a social intranet
and the next slide I’ll show you what it does. It’s primarily to show it’s just not a
top-serving, a top-down serving of static pages but actually a collaboration set up
similar with a social media aspect that’s similar to Facebook or one of those social
media tools. This way our hope is that workers can collaborate
within themselves in a much more agile way rather than picking up the phone or actually
talking to, talking amongst, themselves. The earlier references are really positive.
People like the offices, we piloted in two offices and I will talk a little bit the next
slide. Deliver a little more integrated training on mobile devices. Our onboarding process has changed so we give
out mobile devices to our workers in their second week. Now you, it used to be that there
were even files and files, big binders of training materials. Now it is even as a drop
box link they could access all that. We are also video based training, as Leanne
stated in YouTube, and all that. We have a learning management system that could be accessed
through iPad. So primarily the classroom based training is slightly being phased out in favor
of e-training. It’s the classroom training still happens
for clinical subjects but for technology training, it is happening. It has been drastically reduced.
Next slide please. So this is the new intranet and, firstly, I should have put one more slide
which showed the social media aspect of it. But this slide, this – with this intranet
this kind of a product – you can actually do multiple things such as just under document
management or content management such as Spores, blogs, chat, status posting, events, and anything
that you do in regular social media tool could be used inside a tool like this. And the people could collaborate, use it as
a group or a space for multiple mechanisms that are available as a the tool for workers
and their supervisors to collaborate and they could do that. So, I would be happy to provide an additional
information on this, if needed, but I think this is a newer aspect to increased foster
collaboration among social workers and supervisors. Next slide please. The last one is strengthen internal communication.
I, we, this is something that we lack with all the tools even though I talked about multiple
tools. We have mobile device coordinators in each office and we conduct focus groups
as and when time permits but it is better to have a consistent mechanism for a feedback
loop as well as interoffice and intraoffice communication regarding the use of mobile
devices until it becomes a mainstream mechanism for people to do their work and we are on
our way to be there but not yet. So those are the 12 points that we thought
would be helpful to folks, if you are planning to deploy mobile devices on a large scale
right to your workforce. And the last slide, I can show you how. So there are three aspects
to mobility. The first one being the agency itself. The
second one being secretarially. The third one being at the state level. So they all
could be and each of them will have separate functions. It doesn’t have to be mutually
exclusive but it could be. So as you can see in this slide, there’s
a governance center, there’s a service center and there’s an innovation center. Each of
them wants the policies, standards and guidelines, security of the MDM/MAM, et cetera. The second one is the service center for apps
needs and oversee the development and actually doing the testing and vetting. The third one
is actually an innovation center where it drives innovation of mobile, mobility strategy
itself. So it doesn’t have to. Massachusetts is only starting here. It’s
nowhere near to what is shown here but over the years we hope it could be there if there
is enough financial as well as management support. So that is the Massachusetts lessons
for a mobile deployment. Thank you Joyce. Thanks everyone. Joyce, you could take it.>>Joyce Rose: Yes, absolutely. A huge thank
you to Leanne and Tomy and what a fabulous presentation. And I think there is probably
a lot of, a lot of interest here. So and hopefully questions. So may we please open the phone
lines or the chat to our Webinar attendees for the question and answer session for the
presenters. And Elizabeth, I’m going to let you run this.>>Elizabeth Mertinko: Okay, perfect. So if
I can have our Operator just instruct us again on how people can line-up on the phone for
questions.>>Coordinator: Thank you. At this time, if
you’d like to ask a question, please press star one and please record your name when
prompted. Again, to ask a question, please press star one.>>Elizabeth Mertinko: Okay, I also want to
let you know several of you have asked about the availability of the slide presentation.
We’ll be emailing that out as a PDF after the presentation today. Usually they go out
in advance but we had a few technical difficulties trying to get that email out. So I will be
sending the slides out. And at the very end of today’s Webinar we
also will show you the link where the recorded Webinars and the materials are made available
on the Children’s Bureau Web site. So if you’ve enjoyed today’s presentation and
you think some of your colleagues could benefit from watching it, it will also be available
as a recorded Webinar. We do have several questions that have come
in online so I’ll go ahead and put these out to the group while we’re waiting for
people to call in on the phone. First question is for Leanne. How come Missouri can’t take
pictures of people with iPads?>>Leanne Leason: Well that is actually a
law enforcement requirement. Our law enforcement during hotline investigations, they are the
ones who do photographs of any injuries that may be needed during a court case. But our
policy says that we have to leave that up to law enforcement.>>Elizabeth Mertinko: Got it. So it’s not
a technical restriction. It’s a legal one.>>Leanne Leason: Correct. Yes.>>Elizabeth Mertinko: Okay. Perfect. Next
question is, is Missouri’s FACES system the same as D.C.’s FACES system.>>Leanne Leason: No it is not. We build our
FACES system in-house. It is not a copy from them.>>Elizabeth Mertinko: Just a popular acronym
then.>>Leanne Leason: Yes.>>Elizabeth Mertinko: Massachusetts, did
you provide mobile keyboards?>>Tomy Abraham: Yes, we did.>>Elizabeth Mertinko: Okay.>>Tomy Abraham: Just be very diligent in
selecting one because some people like it, some people don’t. But we did provide mobile
keyboards.>>Elizabeth Mertinko: Okay. There are quite
a few questions coming in on the lines. I’ll just pause and see if we have anyone on the
phones.>>Coordinator: Yes, we have a question from
Diane Mobley. Your line is open.>>Diane Mobley: Yes, this is Diane Mobley.
I’m with the Mississippi DHS. What was your connectivity back to your office? Was that
through Citrix or some other line of upload? How did you do the upload back?>>Coordinator: And who’s the question for?>>Diane Mobley: Either state. It doesn’t
matter.>>Presenter 3: For Missouri, the connection,
it’s a VPN connection through Cisco, AnyConnect – well, I’m sorry – It’s through the
mobile network management solution, MobileIron. They provide a per app VPN feature and that’s
how the data is routed back to the internal servers of the state.>>Diane Mobley: Is that, MobileIron, is that
a Cisco product?>>Presenter 3: No, I’m sorry. The Cisco,
I was thinking about something different. That’s what we use for our normal VPN for
this app. The MobileIron solution, that’s what manages all of our devices and allows
us to track them, wipe them. It is similar to what Massachusetts was using. It’s like
the AirWatch. In fact we’re actually looking to move to AirWatch from MobileIron. They’re
doing a proof concept on that.>>Diane Mobley: Okay. And so Massachusetts,
are you using AirWatch?>>Tomy Abraham: We use AirWatch to manage
the devices. So when you have a large number of devices, you need a software to manage
them. So that is the use of the AirWatch. The connectivity is, we use, we have Verizon
is our cellular provider, our data provider, and we allow only internet-based applications
in iPad. So there is no connectivity directly to office itself. All applications are exposed
through internet, direct public internet. So there is no need of a VPN.>>Diane Mobley: Okay, this MobileIron solution,
is that, is that just controlling your devices or is that actually controlling also your
upload information that they gathered?>>Presenter 3: So it does manage the devices
and one of the additional features of it is this VPN and then it is configured to automatically
route all traffic from our application through the VPN tunnel.>>Presenter 4: It just, it’s a secure tunnel
so that all of our data is not, is secure out there when we’re entering into the app
and then downloading it back to our main servers.>>Diane Mobley: Okay, that’s one named
– this AirWatch, does the same thing or?>>Tomy Abraham: Yes, it’s all the – those
are all the softwares that work in the same domain. Their primary function is device management
but they certainly give additional add-on functions such as the tunneling, document
management, content management and things of that nature. Yes they are similar products.>>Joyce Rose: Okay so this is Joyce. And
I think for clarity, Missouri uses a virtual private network and Massachusetts uses a public.
Is that correct?>>Tomy Abraham: Massachusetts uses a public
internet, yes. And Joyce, you were muted on the second half of the sentence. That’s
why I just completed it.>>Joyce Rose: Okay. Thank you.>>Diane Mobley: Massachusetts uses a public
internet but how are you securing that?>>Tomy Abraham: The information will be,
the connection is through HTTPS. So when in motion, the data when it’s transported,
is through a secure channel.>>Diane Mobley: Okay. All right. Thank you.>>Tomy Abraham: No problem.>>Elizabeth Mertinko: Okay, do we have anyone
else on the phone?>>Coordinator: And once again as a reminder,
if you’d like to ask a question, please press star one. Please record your name when
prompted and please take the mute feature off your phone before recording your name.
And I have no questions at this time.>>Elizabeth Mertinko: Okay, well we have
quite a few that have come in through the chat feature. So what electronic document
management system do you have in the back-end where these mobile devices feed documents
into?>>Tomy Abraham: In Massachusetts, it’s
a document-based EDM, separate document management system. Documentum is the infrastructure;
we have integrated Documentum through our Web service into our SACWIS. So when you take
a photograph or scan a document, it can directly upload into the case management system. But
you asked – to specifically answer the question, Documentum is the document management infrastructure.>>Elizabeth Mertinko: Okay. Leanne, did you
have anything?>>Leanne Leason: Well no. Missouri, we’re
actually in the process of working on a document imaging project so we don’t have that feature
as of yet.>>Elizabeth Mertinko: Okay. Perfect. Oh,
this is a fun question. What were the ballpark costs of implementing the FACES mobile application?>>Presenter 4: Oh, I should have had that
ready.>>Elizabeth Mertinko: [laughing].>>Presenter 4: Ballpark costs. Oh, I think
we were looking at, we had a line item. We had a legislative line item to purchase our
iPads and I want to say we’re looking at the initial cost to purchase the iPads that
we have now is about 1.5 million. A ballpark. But then you have to add onto that. We have, all of our iPads do have data plans
through varying data providers like AT&T, and U.S. Cellular and Verizon. So we have
ongoing monthly data costs, data plan costs as well. And I would say, I think I heard
that in the ballpark of 15 to 20,000 a month, maybe.>>Elizabeth Mertinko: Okay. All right. And
similar question. What was the cost, well what was the cost and what was the duration
for both mobility projects?>>Presenter 4: Well…>>Tomy Abraham: I can speak to…>>Presenter 4: The…>>Tomy Abraham: Go ahead. Sorry.>>Presenter 4: Well, on you go ahead Tomy.>>Tomy Abraham: So in Massachusetts, we,
in phase 1, we equipped all social workers with the mobile devices. That’s about 2,000
mobile devices we rolled out in two weeks. But the total end-to-end, that is procurement
out of queue out to the devices in user’s hands, it was probably about 60 days.>>Elizabeth Mertinko: Okay. Has it been an
issue with users needing to record data on mobile devices that they did not preplan and
download the case when they had Wi-Fi?>>Leanne Leason: I’m sorry. Could you repeat
that?>>Elizabeth Mertinko: So the question was,
has there been an issue with users needing to basically access a case if they don’t,
you know before, you said they had to be in a place where they had Wi-Fi to download the
case. Have there been issues where they’ve forgotten to do that or haven’t been able
to do that and then find they need to record and they no longer have Wi-Fi where they are?>>Leanne Leason: Sure, I mean yeah. We’ve
had that situation. Certainly, you know, you know you can pull into McDonalds and find
Wi-Fi. Again all of our iPads do have cell packages so if they can get a cell signal,
they can download a case at any time. They just have to have Wi-Fi or a cell signal to
download a case. But again, you know, some of our really rural
areas don’t have that as readily available to them. So they need to be as conscientious
as possible to download their cases before they leave the office or when they’re in
an area where they can get Wi-Fi or a cell signal. But if they find they don’t have it, they
certainly have other options like the iPad has a notes feature. A lot of them have downloaded
Microsoft Word so they can take notes in Microsoft Word on their iPad. That’s outside of our
app but they can take notes and then cut and paste back into it later, if they need to.>>Elizabeth Mertinko: Okay. So we had a similar
question in asking about how you’ve rectified some of the troubles, the problems in rural
areas. And it sounds like your response answered that. Tomy, I don’t know if you had anything
to add, if there’s issues in rural areas in Massachusetts or not so much?>>Tomy Abraham: There are some dead zones
in Massachusetts also but our solution, we do not have an offline disconnected mode computing
a mobile app so we couldn’t do much about our case management system. Obviously the email will work because you
can – it’ll work without, it’ll download the emails. So people are out of luck to be
clear. And the case management system in an internet dead zone. That’s we couldn’t
do anything.>>Elizabeth Mertinko: Leanne, I’m sorry
I cut you off. I thought you started to say something.>>Leanne Leason: No, I was just going to
clarify that yes, our solution for the rural areas was being able to work offline. As long
as they have the case downloaded to the app, they can enter contacts. They can do safety
assessments, visitations. Those four areas identified during the PowerPoint and save
the data as much as they want. And then worry about syncing it up later once they’re back
in some kind of range of some kind of connectivity.>>Elizabeth Mertinko: Okay.>>Leanne Leason: So that’s been really
critical for our rural areas.>>Elizabeth Mertinko: All right. And related
to that, when they download the case to the iPad, is it then locked? Is the case locked
to anyone else in the office?>>Leanne Leason: Umm…>>Presenter 3: So we had this discussion
from an IT perspective. It was a concern. The decision was based on the way our caseworkers
work. It’s not really necessary. There should not be anybody touching a case other than
that caseworker. So there’s nothing technically locking that case so that somebody doesn’t
come in and edit it behind the scenes. That could cause problems.>>Leanne Leason: So I guess what you were
asking is that if I download into my iPad and are working out in the field and a coworker
is also working on that same case at the office. Because I downloaded to the iPad, it’s not
locked for anybody else to touch it.>>Elizabeth Mertinko: Mm-hmm, that’s how
I understand the question from what came in.>>Leanne Leason: We do not have that feature
but we are just as, as Jimmy pointed out, I think we’re hoping that, you know, nobody
will be doing that. Can’t say it won’t happen though.>>Elizabeth Mertinko: Okay, and I just want
to check in with the Operator. Do we have anybody on the telephone with questions?>>Coordinator: I show no questions.>>Elizabeth Mertinko: Well okay. We have
a few more that have come in online. Do you worry about people leaving case note data
in Word, if it’s not getting uploaded into a database?>>Leanne Leason: There certainly is that
concern. The iPad though does lock and, you know, it’s password protected. And everything’s
encrypted on the iPad when it does lock. And we do have the MDM solution to wipe the iPads
remotely, if we ever need to, if they’re lost or stolen. Certainly we prefer them to do it through
the app, the secure app because that’s just one other layer of security but no, not at
this time.>>Elizabeth Mertinko: Okay. And again, I’m
getting several questions online regarding the presentation. So I just wanted to remind
you all again that we will be emailing copies of the slides after today’s presentation
and then the recorded Webinar will also be made available on the Children’s Bureau
Web site. And as we close out today’s presentation, we will show you the link to where you can
access all of our previously recorded Webinars. So another question we had is: can you disable
the app using AirWatch if an employee, say, leaves the organization and the device is
lost?>>Tomy Abraham: Yes, AirWatch does provide
those kinds of capabilities. You can lock the device. You can wipe the device. You can
something called unlinking the device. So nobody can, if you have, specifically with
iPad, if you enable the primary phone iPad feature, you could just make the device completely
wiped away. And we do that occasionally because people
do report lost or stolen devices at least once or twice a month. That’s what I – That’s
what we immediately do is we remove mobile application links from the device and lock
the device and after a day or something we wipe the device off.>>Presenter 3: We have the same features.
MobileIron and AirWatch are doing pretty much the exact same thing, just different vendors.
We have the ability to lock them or wipe them remotely as long as they have a network connection
of some sort to receive the wipe command.>>Elizabeth Mertinko: And then we have a
question and it’s not, it’s for both states I guess or whoever cares to answer. But what
carrier are you using?>>Presenter 4: Cell carrier? Or?>>Elizabeth Mertinko: That’s how I understand
the question, yes.>>Presenter 4: Well in Missouri, it just
kind of depends. We have, the majority is AT&T. We do have some pockets of the state
that we use Verizon and now actually spanning into U. S. Cellular in some of our – the
eastern parts of our state. But those are the primary three.>>Tomy Abraham: In…>>Elizabeth Mertinko: Okay. And to whoever
asked that question, if that doesn’t answer that question, let us know.>>Tomy Abraham: In…>>Elizabeth Mertinko: Okay. Go ahead Tomy.>>Tomy Abraham: It’s Massachusetts, it’s
really Verizon that has the best reception across the state so that was an easy pick
for us.>>Elizabeth Mertinko: Okay. Do we have any
questions on the phone?>>Coordinator: Yes, our first question comes
from Diane Mobley. Your line is open.>>Diane Mobley: Hi, this is Diane Mobley.
I’m with Mississippi DHS. I have a couple more questions. When you download the case
to the iPad, are you only doing, the ones that you listed the safety assessment in the
session content or are you downloading the demographics and everything about the case?
How much of the case are you downloading? Do they have a choice of what they need to
download?>>Presenter 4: No. When we’re downloading
the case it’s really just the shell, the demographics, enough to be able to answer
the information needed for safety assessment, visitation, you know, household members, you
know, parents, kids, that information. Now we didn’t want to download the entire
case to the app because it’s not needed per se to just enter a safety assessment.
We wanted them to have what they needed to be able to go out in the field and complete
that safety assessment or enter a visit that they’re supervising at the park.>>Diane Mobley: Okay. That sounds good. All
right. One more question. Video, is your workers doing any kind of video recording of the sessions
that they’re doing. And if so, are they uploading that to the case?>>Presenter 4: Well we don’t have the ability
right now to upload and attach photos or videos to our FACES system right now. We’re working
on a project of that nature but they are using the iPad to show videos or do videos depending
on the need. I know a lot of our resource workers who license
foster homes, they use the iPad to show videos that as part of their training of our perspective
foster and relative homes.>>Presenter 3: She’s asking more about
recording videos. Is your question more about recording videos of the interaction?>>Diane Mobley: Yes.>>Presenter 4: And they can record videos
of the interaction, yes.>>Presenter 3: But we don’t have a place
for them to upload…>>Presenter 4: Upload and attach it to FACES,
no.>>Diane Mobley: Okay.>>Tomy Abraham: We do.>>Diane Mobley: You couldn’t watch something
they put in their files? Okay.>>Tomy Abraham: In Massachusetts, you can
upload any kind of content. We just put a restriction on the size of it. We are working
with a company to store the videos because video management itself has to be done carefully.
We do not want people to download 1GB of video through an iPad. So we do allow videos and
any kind of electronic content as long as it’s less than the size that we tell them.>>Diane Mobley: Okay. All right. Thank you.
That’s all I have.>>Elizabeth Mertinko: As a reminder, if anyone
would like to submit additional questions through the chat feature, please go ahead
and do so. And for our Operator, do we have anyone else on the line to ask a question
through the phones?>>Coordinator: Yes, the next question comes
from Paulette.>>Paulette Valley: Hi, this is Paulette Valley
with South Carolina. My first question is for both states. If you could tell me the
size of your development team? And then my second question is Missouri. Why did you choose
to develop in-house?>>Leanne Leason: Okay. Tomy, why don’t
you go first?>>Tomy Abraham: Sure. We have, the total
number of folks working on this including developers and business analysts is about
20. At any time it’s 18 to 20 people. As I said, we did not develop the mobile app. We just made our regular SACWIS application
a responsive user interface and we do that in-house only because it just wasn’t working
for us to do it as a turn-key solution per our contact—contract because our business
is not agile enough to meet the deadlines of a vendor. So we are not expedient. These folks are better
than having a vendor doing the entire thing.>>Presenter 3: Okay, so for Missouri the
development team was mainly one person with probably three backups. It did take a lot
longer because it was such a limited team but because it was developed in-house and
we had no background knowledge for doing this, I mean it was, it started off as a proof of
concept. Can we even do this? And then it evolved. So it was hard for us to bring in too many
resources to work on it because every day you’re learning and moving forward, kind
of you know, piece by piece. So the development team was actually very small. But because
of that it took longer. If you had somebody who was already familiar with a lot of this,
you know, you could have more people. You could do it a lot faster. The reason for doing it in-house instead of
a vendor, I can’t speak from the business perspective but from the IT perspective and
my outlook on it, even if you buy a product, you have to do some sort of integration into
your existing system and that is where you’ll spend the bulk of your time, is the integration. So the way we did ours, we actually used a
lot of the underlying code as Web services and then we just, we called the same code
that they would use from the FACES application itself on their desktop. And we just used
the same code from the mobile application. So that lowers the development. We didn’t
have to do a whole lot of backend work. All we had to do was the frontend work of creating
the iPad app. But we have looked at some solutions from vendors and that’s from an IT perspective
always the concern is, you can buy these so as you don’t have to develop the app and
it’s got a middle layer in there as well. At some point you have to integrate back to
your original system or replace your original system. And that’s where you’re going
to spend most of your time. So we really, we just thought it was easier to go ahead
and develop it in-house and minimize that.>>Presenter 4: I mean, this is a new thing
for Missouri. Remember, we didn’t have anything like this in the state. And I think that IT
wanted to take the opportunity to explore because there were lots of other divisions
and departments wanting to go in this direction. So they took this opportunity to really be
the groundwork for the rest of the state to prove that…>>Presenter 3: Yes, just to prove that we
can do this internally and we don’t have to contract it out. Since then, not related
to the children’s division work but other agencies within the state have hired vendors
to write applications, one of which in particular is an internal application for state staff.
And I’ve been brought in to help them on that project a little bit. And, you know, we’re paying the vendor I
can’t imagine how much money and we’re having a lot of problems with them. It is
not going very smoothly. So, and some of that may be vendor selection and, you know, maybe
we just got a bad apple. But it’s…>>Presenter 4: I hope that answers your question.>>Paulette Valley: Yes. It did. Thank you
very much.>>Elizabeth Mertinko: So I have a question
that’s come in online which is, how many days of training were needed to…in the field?
And do you have an ongoing trainer?>>Presenter 4: Well, for Missouri, we actually,
on our initial rollout, we did, it was not even a day. It was a couple hours training.
We’d hand out the iPad. We’d help them get it set-up because there was some initial
set-up that had to be done. So we’d walk through the set-up together. And then we would
do a presentation that would talk about the app. We would train, you know, show them the
app, train them on how to use it. And then we’d talk about the other features
of the iPad, the do’s and the don’ts stressing that anything they download we do in Missouri
tell them that they can download free apps from the app store that are work related only.
And, you know, stressing that a hundred times over, that you can’t have Netflix and movies
and Candy Crush, so our training was less than a day. And we have, our iPad mentors do our ongoing
training as new staff rolls over.>>Tomy Abraham: In Massachusetts, the training
is about two hours or less than that. Most of the workers did not need even that because
once the email set-up is over a lot of them had iPads already, so they were okay with
less than two hours of training. We do our regular SACWIS training when we do a release. We do all our trainings and that training
happens directly on iPads. And that depends on what is the concept that we are releasing,
nothing to do with the iPad per se. So that’s the Massachusetts experience.>>Elizabeth Mertinko: Do we have any other
questions on the phone?>>Coordinator: Yes, the next question comes
from (Mita?). Your line is open.>>Caller 3: Hi. I have a question. I think
it’s both for Missouri and Massachusetts. How many average number of hours have you
saved for your workers before the mobile application versus after the application you’ve implemented?>>Presenter 4: I mean for Missouri I really
can’t give you a number at this points. We’re still issuing iPads and we’re working
with the University of Missouri to start collecting that data. I know we’ve been collecting
some raw data but actually making some sense of it. We’re still kind of, we’re getting
all the iPads out there and everybody trained.>>Caller 3: Okay.>>Tomy Abraham: It’s a good question and
I should be careful in answering it. Rather than the time, we look at two things. One
is the travel expenses saved so people do not have to come to office to input the data.
They could do it wherever they are. And that there is, we see there are some specific savings. And also there is compliance with the entry
of home visits and that is also improved. And I should say possibly over 10 to 15% improvement
in the compliance itself. We don’t have an actual, consistent number on the travel
savings so probably we should wait for a year to say this is what we saved in travel expenses. And that is what we probably will look at
as savings from it. Not necessarily hours saved.>>Caller 3: Okay, thank you.>>Tomy Abraham: No problem.>>Elizabeth Mertinko: Okay, do we have any
other questions on the phone?>>Coordinator: I show no further questions.
And again, as a reminder, if you’d like to ask a question, please press star, one.>>Elizabeth Mertinko: Okay, we don’t have
any other questions online, so we’ll just give another couple of seconds in case anyone
wants to hop on the phones. Tomy, I just wanted to find out. One of the things I really appreciated
is that you brought out today. I think mobile technologies are wonderful and obviously producing
some really solid benefits in the states. But I really liked that you called out the
potential loss of collaboration—>>Tomy Abraham: Yes.>>Elizabeth Mertinko: —and needing to think
about that and thinking about ways to replace that because it’s critical when you have
people in sort of the same space together and working together. That collaboration flows
very differently than it does when people aren’t needing to come into the office anymore. So I really particularly appreciated that
you brought that out today. I think it’s a really important point.>>Tomy Abraham: Thank you. Yes, so that,
removing children especially moving children and infants from a home is not—the literal—plus
it’s a really stressful experience. And we in Massachusetts take secondary trauma
very seriously. And I, so I do not want to claim that having a social intranet will solve
it but at least we do whatever we can.>>Elizabeth Mertinko: Absolutely yes. It’s
a source of support. I just heard another speaker in a different setting talking about
secondary trauma to workers and how workers provide formal and informal supports to one
another. And she said, you know—>>Tomy Abraham: Yes.>>Elizabeth Mertinko: —you walk into the
office and you hear laughter on the breakroom. That’s not people goofing off. That’s
people providing support to one another.>>Tomy Abraham: Absolutely.>>Elizabeth Mertinko: And you lose that when
people, when there’s no one there to laugh with you in the breakroom or whatever so I
think it was an excellent point. Do we have any other callers on the line at this point?>>Coordinator: I show no further questions.>>Elizabeth Mertinko: Okay, then Joyce, I’m
going to go ahead and turn it over to you and let you wrap it up for us for the day.>>Joyce Rose: Okay but guess what? I have
a question.>>Elizabeth Mertinko: Okay then.>>Joyce Rose: Surprise. So I heard both Leanne
and Tomy I think say that their case workers are texting between themselves and a parent
or a family member or child perhaps. And my assumption is those texts are much like emails
in that they are part of the official record. I guess I’m curious as to how those texts
are captured and entered into the official record using iPads?>>Tomy Abraham: I can talk about Massachusetts.
We do not. The only thing that we tell users is you do not use personally identifiable
information, PHI/PII as well as any information that is pertained to the case itself. This
is primary used as—and not necessary for like case-related communication but just as
your—how do I say that? Something about you can just collaborate but
not even collaborate, just for a preliminary communication with the— our consumers, so—>>Joyce Rose: Okay.>>Tomy Abraham: —and we also, we actually,
we use phones, as well as iPads, obviously, but when the phones come back, we wipe the
phone out before reissuing the phones to another worker.>>Joyce Rose: Thank you. Leanne, do you have
a comment?>>Leanne Leason: Yeah, you know, right now
there’s no way to take those, the actual texts that they’re doing on the iPad, and
making those actual texts part of the case record. I think for the most part, I can agree
with Tomy, that they’re using it for very basic hey, I’ll—reminders—I’ll be
out there at three today for a home visit or, you know, quick kind of conversations
just confirming things. But we do encourage staff that, you know,
anything beyond that needs to be recorded in our system as a contact. So they would
have to separately record it as a contact.>>Joyce Rose: Okay. Thank you for, thank
you for explaining that. And I have one more question. And it actually is to Leanne. And
you spoke about having iPad mentors as you were starting your mobile project?>>Leanne Leason: Yes.>>Elizabeth Mertinko: Joyce, you’ve cut
out on us so we can’t hear the rest of your question.>>Joyce Rose: Okay, how may iPad mentors
do you currently have and then what is the criteria that you use to select those mentors?>>Leanne Leason: Okay, I would say we have
about 20 to 25 statewide. We do allow our reginal directors, our state is divided into
five regions and we allow our regional directors to select the staff that they feel are best
suited for that position. Generally they’ve been our higher level
staff that aren’t case carrying, sort of our specialists, our qual—continuous—our
QI managers and QA managers who are primarily responsible for assisting staff regularly.
They look at data. They look at outcomes. They help staff on a regular basis make sure
that they’re getting data entered correctly. So we don’t know the staff in those areas
so again, we let the regional directors pick the person that they feel has the best skill
set to be that type of mentor.>>Joyce Rose: Great. Thank you Leanne. So
let’s move. We are about out of time. So let’s move to our conclusion. And once again,
I just want to thank Leanne and Tomy. Most excellent presentation as evidenced by the
many questions and the number of attendees. So we hope that the information shared with
you today was both informative and valuable. As a reminder, please remember to register
for the December Webinar once the announcement is released. Additionally, if you have any
questions regarding today’s topic, would like more information about any of our scheduled
Webinars or would like to volunteer you state as a topic presenter, please do not hesitate
to contact me at the email listed above. So this Webinar has been recorded and will
be made available online. When it is complete and posted, we will send a message via the
SACWIS managers listserv with the link. Once again, thank you for attending. Once again,
thank you to our presenters. And that is it for today. Thank you very much for today,
goodbye.>>Presenter 4: Thank you.>>Presenter 3: Thanks Joyce. Thanks Leanne.>>Presenter 4: Thank you.>>Coordinator: Thank you. This concludes
today’s conference. You may disconnect at this time.

Daniel Yohans

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