36C77619R0003-025.docx

ATTACHMENT 24

HC IdM Training Schedule

Phase One HC IdM Overview, Review of Systems/Applications Trainee/Trainer (Conf Rm) 1 wk (Master Veteran Index (MVI), Identity Management Toolkit, Social Security Administration (SSA), Compensation and Pension Record Interchange (CAPRI), Veteran Information Solution (VIS), Enrollment System Design (ESR), Health Eligibility Center (HEC), Privacy and Security, Beneficiary Identification and Records Locator System (BIRLS), Remedy, MS Outlook, VIC National Card Management Directory, and Accurint), HC IdM Shared Drive, Review of Complex Cases (Catastrophic Edits, Identity Theft, Test Patients, Twins, Local Site Duplicates), review and resolution of two Potential Duplicate Toolkit Tasks using the Toolkit Template and Toolkit Task Guidelines.

Expected Result: Trainee observes, listens, and asks questions.

Trainee resolves 2-3 duplicates via HC IdM Toolkit Trainee/Trainer (Conf Rm) 1 wk

Expected Result: Trainer closely monitors while trainee completes step by step process of resolving a duplicate using the Toolkit Template and Toolkit Task Guidelines.

Trainee continues to work on resolving duplicates Trainee/Trainer at his/her desk 6 wks Expected Result: Trainee resolves duplicates from their desk. Communication and review of every case is completed through encrypted email by trainee/trainer. Trainee doesn’t link records or resolve cases until approved by trainer.

Phase Two Trainee is assigned a mentor and continues resolving Trainee/Mentor at his/her desk 8 wks Potential Duplicate Tasks that also includes local site duplicates.

Expected Result: Trainee resolves duplicates from their desk. Communication and review of every case is completed through encrypted email by trainee/mentor. Trainee doesn’t link records or resolve cases until approved by mentor.

Phase Three Trainee assigns and resolves non-urgent customer Trainee/Mentor at his/her desk 16 wks requests via MS Outlook and HC IdM Toolkit POC Requests (Name and/or Gender Changes, Verifications, etc.), and reviews/resolves other MVI Exceptions.

Expected Result: Trainee is able to complete customer requests and link records independently. Mentor still reviews case and completes OVR. Upon permission of supervisor, OVR option is given to trainee. Trainee will research and document MVI exceptions and request permission from mentor to resolve.

Phase Four

Trainee continues to work on all tasks and exceptions Trainee/Mentor at his/her desk 2-4wks

Expected Result: Once trainee has mastered all the assigned tasks and exceptions, training will be complete.

Trainee will be free to work on all tasks independently based on level of expertise. The mentor will be available if assistance is needed.