36C77619R0003-0003012.docx

MONITORING DUTIES

Monitors are assigned by the SMEs on a monthly basis for the Production Group (Federal) per the “Federal and Contractor Work Assignments” document.

1. The Monitor will log into the Toolkit (TK) using SSOi first thing each morning. If unable to log in, ask additional team members to attempt to log in so as to verify it is not an isolated issue. If TK SSOi is down, send an Outlook message to Jeff Bias and Rush Elliott. They will add the outage to the HC IdM Metric Totals spreadsheet. See item #10 below.

2. The Monitor will only work Routine Requests while assigned to this duty.

3. The Monitor will watch the Toolkit queues and email the team when Federal staff assistance is required for outstanding urgent/high priority request and tasks.

4. The Monitor will respond to emails sent to the VHA HC IdM mail group and include the team on all responses. If a phone call is required, a follow-up email will be sent to the requestor providing a summary of the guidance provided and include the team on the message for awareness. For general questions a Toolkit request with request type of Information Dissemination will be logged to document any verbal and/or written communications. If a patient record is involved then log the Toolkit request using the appropriate request type.

5. If an email is received requesting the Identity Management (MVI/MPI) Test Plan for HeV Applications, the Monitor will respond to the requester, add the DQ BPM RAD Team mail group to the recipient line, advising them that the inquiry is being referred to that team for assistance. If received via Toolkit, send an email to the DQ BPM RAD Team mail group, then add a note to the Request that the DQ BPM RAD Team has been notified and will provide assistance.

6. Notify Mike and the SMEs if a request is received for the Austin MPI User Manual, the Austin MPI Technical Guide, the Toolkit User Guide, or the Reports and Administrator Menu User Guide. These should NOT be shared.

7. If a “POTENTIAL CATASTROPHIC EDIT ALERT SETUP” email is received from Postmaster advising there are no users holding the DG CATASTROPHIC EDIT key for a specific treating facility, forward the email to that site’s Administrative and IRM POCs and include the team. Instruct the POCs to make sure that the appropriate staff members are assigned the DG Catastrophic Edit key per VHA Directive 1906 and VHA Directive 1907.05. This will help ensure that these potential patient safety issues are identified and reviewed in a timely manner.

NOTE: If the station number is 500 (Albany) this is a VistA test site and an email is not necessary.

8. If an ANR for scheduled downtime is received, forward to the following mail groups and individuals: VHA CBO Program Application Specialists - PAS; VHA CIO MPI/PD ADMIN POC; VHA Enrollment Coordinators; MHV Helpdesk Staff; FHCC Lovell AOD; VHA CBO VTS RC Group; VHA HEC EED Administrators; VHAMAD AOD & Enrollment Coordinators; VLER staff – LeAnn Roling, Hugh Scott, Joseph (Joe) R. Nelson, and Glen Crandall; DET staff – Regina E. Speight, Timothy Spain, Wayne J. Lawrence, and Joseph L. Sonderman III; VBA staff – Eddie Ricks (VBAVACO), Dong Jun (DJ) Kim (ERPi), Henry Burk (ProForce), and John A. Brandt (VBAVACO); and CC: Sara Temlitz, Mark Love, Marlene Haddad and Mike Mims. (It is not necessary to add the HC IdM Team, as the VHA HC IdM Team mail group is a member of the VHA CIO MPI/PD ADMIN POC group.)

NOTE: If the MVI is unavailable, this impacts patient care. Make sure the following statement of impact is included in the ANR. If it is not, include it when you forward the ANR.

While MVI is offline, new patients will not be assigned a National Integration Control Number nor facility locations updated for where a patient has received health care. For new patients to a medical center, MVI unavailability prevents VistA, CPRS Remote Data Views, VistaWeb, and Joint Legacy Viewer (JVL) from retrieving existing patient data from other VA facilities, Department of Defense (DoD), eHealth Exchange partners, etc. It also prevents Health Data Repository drug/drug and drug/allergy national checks for new patients or new patients to a VAMC. Home TeleHealth is unable to register new patients. My HealtheVet is unable to register new patients on the MVI Cache Database.

NOTE: 5/11/2012: Per email from Danny Reed, it is not necessary for our team to forward outage notices for VIE as “VIE only impacts our consumers that receive updates from us via VIE. I believe that the only consumers we still have using VIE are a few of the Hometelehealth vendors.”

4/14/16: Per Cory, an ANR will not be generated for TK only (not all MVI) outages/maintenance, and will take place after business hours. Since the TK now contains MANY users, Cory will capture the number of users online during that time for future reference.

9. If MVI connectivity/performance issues are noticed:

· Each individual experiencing MVI/TK issues such as slowness, sessions dropping, etc. should log a SDM ticket and send an email to the team.

· The Monitor will alert the SMEs to contact Development and confirm any problems.

Once issues are confirmed, a **SME will send the below message with the Subject “MVI Service Impacted DATE” to the following mail groups and individuals: VHA CBO Program Application Specialists - PAS; VHA CIO MPI/PD ADMIN POC; VHA Enrollment Coordinators; MHV Helpdesk Staff; FHCC Lovell AOD; VHA CBO VTS RC Group; VHA HEC EED Administrators; VHAMAD AOD & Enrollment Coordinators; VLER staff – LeAnn Roling, Hugh Scott, Joseph (Joe) R. Nelson, and Glen Crandall; DET staff – Regina E. Speight, Timothy Spain, Wayne J. Lawrence, and Joseph L. Sonderman III; VBA staff – Eddie Ricks (VBAVACO), Dong Jun (DJ) Kim (ERPi), Henry Burk (ProForce), and John A. Brandt (VBAVACO); and CC: Sara Temlitz, Mark Love, Marlene Haddad and Mike Mims. (It is not necessary to add the HC IdM Team, as the VHA HC IdM Team mail group is a member of the VHA CIO MPI/PD ADMIN POC group.)

HC IdM has been informed of an issue that negatively impacts communications to/from the Master Veteran Index (MVI) which also interacts with the Identity Management Toolkit. Please hold all support requests to HC IdM until you receive our notification that the issue has been resolved. We will notify you when the system becomes stable.

NOTE: There are processes in place that may automatically link the records you are requesting support for once communications have successfully resumed. Prior to submitting your request, please take a moment and double check the records to ensure they still require manual intervention.

**If the SMEs are unavailable due to meetings, please interrupt the meeting by contacting Mike via his cell phone. If the SMEs are not available, for reasons other than meetings, the Monitor will send the message instead. Do NOT forward the ANR for unscheduled downtime.

If messages are received from sites AFTER the “Impacted” message is sent, DO NOT reply as all MVI POCs should be included in the e-mail groups receiving the message.

When the issue is resolved and Development has verified all messaging has cleared, the SME (or Monitor depending on availability of SME) will send the below reply:

The issue has been resolved. You may resume sending Toolkit requests to the HC IdM Team at this time.

Thank you for your patience.

10. The Monitor will send an Outlook message to Jeff Bias and Rush Elliott about any scheduled or unscheduled downtime, including weekends, involving MPI, TK, ESR, SHARE, Outlook, the HC IdM Team Share Drive, power outages, office closures, etc. which affected the team’s ability to perform its duties. Jeff and Rush will record the downtime information on the HC IdM Metric Totals spreadsheet.

· System(s) downtime may not be the same as that listed in the ANR and should be reflected as:

· Start time should be the earliest time of 1) our team reports the issue to the Monitor; 2) Development or AITC staff inform us; 3) information received from sites reporting an issue; or 4) time noted on ANR if not already notified by other sources.

· Stop time should be 1) when our team is notified by Development that the backlog has cleared after the system is back up or 2) time noted on ANR if not already notified by other sources.

If the ANR, for unscheduled downtime, Impact Description states, “impact the reads to MPI” include downtime on the spreadsheet. The ANR Affected Resource(s) may not list MPI.

NOTE: Unscheduled downtime for VIE is NOT recorded on the spreadsheet.

· Office closure downtime should be reflected as:

· Partial day closures are entered with the beginning time as the official closure time and the ending time as 16:30.

· All day closures are entered with the beginning time as 07:30 with ending time as 16:30.

· Delayed openings are entered with the beginning time as 07:30 and the official opening time as the end time.

All downtime will be recorded on the spreadsheet in military time format by adding 12 hours to times that are after noon. For example: 9:00AM would be 09:00 CST; 12:00PM would be 12:00 CST; 1:00PM would be 13:00 CST. ANRs are reported in Eastern Time and will need to be converted to Central Time.

All minutes over 59 should be converted to hours and added to the Hours column.

Updated: 04/05/2018 KJW/SMEs 1