08 - Amd 03. Elec Case Mgt System (eCMS) Overview.docx

Military OneSource Program Policies and Procedures Attachment 08

SUBJECT: ELECTRONIC CASE MANAGEMENT SYSTEM OVERVIEW (BUSINESS OPERATOINS INFORMATION)

DATE: 08/08/23

PURPOSE: To provide information and guidance on the electronic Case Management System (eCMS). eCMS will be used to track various services provided by Military OneSource, and as a tool to evaluate program requirements, activities, and success. The system will also provide reporting on program utilization and participant demographics.

POLICY: Information obtained about the incoming contacts and live chats will be entered in the system primarily by Triage Consultants. Consultants will provide program information and referrals, create, and refer cases to Military OneSource programs or community-based services, or process crisis contacts, depending on the needs of the person making the contact. The Military OneSource Consultation and other programs that a contactor may be referred to include but are not limited to the following:

1. Non-Medical Counseling

1. Spouse Education and Career Opportunities (SECO)

1. Information and Referrals

1. Adoption

1. Education

1. Elder Care

1. Health and Wellness Coaching

1. Special Needs

1. Spouse Relocation and Transition

1. Peer-to-Peer

1. Wounded Warrior

1. Tax Services

1. Financial Counseling

1. Language Interpretation and Document Translation

1. Transitioning Service Members

The vendor will record the services provided for each case in the form of an After-Action Report (AAR). The AAR will be associated to the case record within the eCMS and will be used to document any follow-up activities performed and to close the case. The vendor will provide the AAR information using the eCMS user interface and/or the AAR web service.

End User System Requirements

The vendor will need the following to access the eCMS:

1. A Current (Vendor Supported) Version of Google Chrome or Microsoft Edge

1. High Speed Internet connection

1. Sign MC&FP’s Rules of Behavior [RoB]

1. DoD approved External Certification Authority (ECA) user certificate - OR - CAC. See https://public.cyber.mil/eca/ for information about ECA certificates.

· DoD compliant workstation ((see Section 4.5 (Security Architecture, Engineering, and Compliance) of the PWS)).

After Action Report Web Service

In addition to the on-line real-time resources provided by the government eCMS to enter and apply after action reports, the vendor may choose to use the eCMS AAR web service. This web service is for After Action Reporting only.

The AAR web service enables the vendor to submit batches of AAR information to the eCMS system. An AAR is a set of information that describes an event associated to a case. The information included in an AAR varies depending on the type of case and the type of event being described. Case types include, but are not limited to, Financial Counseling, Health and Wellness, and Tax Services. Contextual information must be included in AARs so that the information is associated with the correct case. The minimum context information required is the Participant and Case IDs. The IDs will be provided to the Vendor/Sub Contractor employees by the Triage Consultant when the handoff of a case is performed.

The AAR web service is implemented with a RESTful interface using XML. An XML schema will be provided to the vendor to format and pre-validate AAR submissions. Contacts to the web service will use the HTTPs protocol. The vendor will securely authenticate to the AAR web service and submit AARs over an encrypted connection. Documentation will be provided on the authentication and encryption mechanisms required for this connection. The Vendor will provide an IP range from which web service requests will originate to enable IP address restrictions on the web service.

AAR Web Service Details:

1. The AAR web service accepts batches of AAR information.

1. Batch size is limited to 100 AAR submissions.

1. Each AAR should have a unique reference number.

1. Once an AAR submission has been processed successfully, subsequent submissions of that specific AAR will be ignored.

1. The web service contact response will include the number of records processed, all of which will be categorized as successful, ignored, or failed. The response will also include information associated with each failed AAR submission.

Figure 1: eCMS After Action Report Information Diagram

Microsoft_Visio_Drawing.vsdx image1.emf