Exhibit E1_ The Defense Health Agency Learning Management System.pdf

The Defense Health Agency Learning Management System

Managed by DHA J7 and hosted by

Joint Knowledge Online

DHA LMS Standard Operating Procedures

Management of User Account Profiles

Defense Health Agency (DHA), J7, Education and Training Directorate Military Treatment Facility Operations Division (MTFD) Feb 2023

Document Review and Approval

APPROVED BY:

_________________________________ 2/14/2023 Mr. Mark E Heist DATE DHA LMS Manager J7 – Education and Training MTFD – Military Treatment Facility Operations Division (MTFD)

CHANGE RECORD

Date: Change:

27 Aug 20 Changed "DHA LMS Administrator" to "DHA LMS Manager" throughout.

27 Aug 20 Added links throughout SOP to resources on the DHA LMS SharePoint site.

27 Aug 20 Added additional background information about JKO.

27 Aug 20 Added information about Service LMS representation gaps.

27 Aug 20 Updated guidance to establish and maintain user accounts.

27 Aug 20 Added information for PIV users.

27 Aug 20 Added information about DHA training audiences 24 Sep 20 Added information for DHA LMS Training Coordinators 24 Sep 20 Add additional training opportunities for Training Coordinators 24 Sep 20 Updated image for organization selection (pg. 8) 24 Sep 20 Updated SOP Title to Management of User Account Profiles 3 Nov 20 Updated Images with Captioning and marked displayed data as example only 7 Oct 21 Updated guidance for Barrowed Manpower organizational alignments - pg. 8 5 May 22 Updated guidance for New Account Registration - pg. 3

Added TC role limitations in the MHS - pg. 13 11 Oct 22 Updated @mail.mil to @health.mil throughout the document 14 Feb 23 Updated email addresses and list of DHA Annual Mandatory Training (AMT) relevant Audiences

Contents Introduction Background Information Establishing and Maintaining a User Account

1. New Account Self-Registration

2. New User Sponsored Accounts

3. Login to the LMS

4. Profile Setup and Maintenance

5. Privileged Account Profiles

LMS Training Managers/Coordinators

1. TC/TM Roles and Requisite Training

2. Privileged/Elevated Role Limitations in the LMS

Help Desk Support Owner/Users SOP Review Agent Appendix 1: Request for Sponsored JKO User Account Glossary Contact Information

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Introduction

This Standard Operating Procedures (SOP) describes the processes used by the Military Health System (MHS) employees and support staff to establish DHA Learning Management System (LMS) user account profiles, maintain and manage an existing user accounts, outline the duties and responsibilities of unit training mangers (TM) / training coordinators (TC), and request help desk support. The DHA Learning Management System (LMS) is hosted by Joint Knowledge Online (JKO), hereafter referred to as the DHA LMS. Intended users of this SOP include, but are not limited to, all personnel assigned to or working within the Military Health System (MHS) for the purpose of accessing required education and training material and records.

Information in this SOP includes:

• Background information regarding the DHA LMS

• Establishing a user account

• Maintaining and managing an existing user account

• Duties and responsibilities of unit training managers and coordinators

• Requesting help desk support

Background Information

JKO is a Department of Defense (DOD) information system operated and governed by the Joint Staff with input from its customers, including the MHS. It maintains DOD Information Assurance (IA) security certification required to operate on a DOD network and provides online training resources 24 hours per day, 365 days per year. All users must self-register for an account using their Common Access Card (CAC) or Personal Identity Verification card (PIV), or obtain a sponsored account through the DHA Global Service Center (DHAGSC).

The DHA maintains a support agreement with the Joint Staff to provide online learning services for MHS users via the DHA LMS portal on JKO located at https://jko.jten.mil/mhs. As part of that agreement, the DHA Global Service Center (DHAGSC) provides all Tier 1 and Tier 2 help desk support for all users assigned to MHS organizations listed under the MHS organizational structure in the DHA LMS. The DHAGSC can be contacted at dhagsc@health.mil.

The mission of the DHA LMS is to provide a consolidated CAC/PIV enabled site to deliver military medical training that is accessible to all MHS personnel, reduce redundancy in training offerings, improve the learner’s experience with online training, and achieve financial savings for the MHS. Its course catalog consists of courses intended to satisfy mandatory training and training specific for the military medical community. The DHA LMS Manager, assigned to DHA J7, is responsible for the overall management of the DHA LMS.

mailto:dhagsc@health.mil

Establishing and Maintaining a User Account

All MHS personnel are required to have a DHA LMS user account. The DHA LMS is primarily a self-registration system, and users must have an account in order to access the catalog of courses in the LMS. Once an account is established, log-in may occur with either a CAC, a PIV card, or a username and password. Individual user accounts are not automatically generated or sustained by any authoritative DOD human resources information system. Therefore, it is the individual user’s responsibility to ensure their user account profile is up-to-date at all times. It is also the responsibility of the Unit TM or TC to take the required actions to assist their personnel with profile maintenance when their account is set up initially, and upon arrival to and departure from their organization.

In coordination with the DHA LMS Manager, Service Component Medical Departments have identified points of contacts (POCs) for their organizations that are listed in the MHS organizational hierarchy. For questions about the MHS organizational hierarchy, contact the DHA LMS Management Team at dha.et.lms@health.mil. Requests about non-MHS organizations should be directed the JKO Help Desk at js.jko.helpdesk@mail.mil.

1. New Account Self-Registration

a. Those with a DOD CAC or Department of Veterans Affairs (VA) PIV cards may self-register for a new user account using their CAC/PIV card.

b. To login, go to http://jko.jten.mil/mhs

1. Select OK to the DOD Warning Banner.

Figure 1: DOD Warning Banner mailto:dha.et.lms@health.mil mailto:js.jko.helpdesk@mail.mil

2. Select the Login using my CAC / VA PIV button to create an account.

3. Complete the Profile page using instructions provided in section 4. Profile Setup and Maintenance of this SOP.

2. New User Sponsored Accounts

1. Those without a DOD CAC or VA PIV card must request a sponsored account that will allow for username/password login.

2. A sponsor must be a U.S. military or federal government civilian and has one of the following email address extensions: .MIL, .GOV, .NDU.EDU, .NPS.EDU, or DODEA.EDU.

The sponsor’s name, phone number, and email address is required for form submittal. Note:

contractors cannot be sponsors.

3. IMPORTANT! Once a sponsored account holder obtains a CAC/PIV card, the user's profile must be updated with the DOD identification (DODID) number BEFORE logging into the LMS with the card. If the user logs in before then, the system will automatically generate a second user account causing the user to lose access to training records and permissions granted to them. Contact the DHAGSC for assistance in updating the account profile.

4. Non MHS users and Foreign Nationals only: use the “Non-Government Personnel/Sponsored Account Registration” link below the username/password login controls to submit a sponsored account request to the JKO helpdesk.

Figure 3: Non MHS and Foreign National Sponsored Account Request Selection

Figure 2: Login Selection Button

a) The user completes and submits the form online.

b) An automated email will be sent to the listed sponsor’s official email address.

The sponsor is required to validate the account requirement for security reasons. The sponsor must follow the instructions in the email.

c) Once the JKO helpdesk receives the sponsor’s validation, allow up to 48 hours for the account to be created. When the account is created, two emails will be sent by the LMS.

Once both emails are received, proceed to paragraph 6 below for initial password setup.

5. All other MHS users: Click “b. Non-Government Personnel/Sponsored Account Registration (Account Request Form)” at the top of the page under “New User Account Instructions”. The form is also located in appendix 1 in this SOP.

a) The user and sponsor complete and save the form.

b) The sponsor submits the form to the DHAGSC as per the form's instructions.

c) An email notification with account information and login instructions will be sent to the user when the account is created by the DHAGSC.

Figure 4: New MHS User Sponsored Account Instructions

Do NOT use if assigned to the

MHS

Non-MHS users or foreign nationals who do not have a .MIL or .GOV email address

Create an account automatically using

CAC/VA PIV

Figure 6: Full Login Screen mailto:dhagsc@health.mil?subject=DHA%20LMS%20assistance

6. Create an Initial Password

a) Once a sponsored account is created, two emails will be sent by the LMS. One includes the username; the second contains a token. A token is a string of alpha-numeric code used to create a password. A token is not a password. Tokens are one time use only and expire after 24 hours. If an initial password is not created within 24 hours, contact the help desk for a new token, or follow the steps in the Forgot Password / Expired Token link on the login page.

b) On the Login page, select the Received a Token link.

c) Enter the username and token exactly as received in the email and click Submit.

d) Create a password conformant to the rules outlined on the screen and click Reset Password. The LMS will return to the main login page if the password was created successfully.

Figure 7: Select Received a Token

Figure 8: Enter Username and New Token

Figure 9: Create and Confirm New Password

3. Login to the LMS

a. On the Login page, click OK to the DOD Warning Banner, and then click the Login button at the top right corner of the page.

b. Users with a CAC / PIV card, select the Login using my CAC / VA PIV Login button at the top of the window.

c. Users without a CAC / PIV card, must log in with a username and password. Enter both into the appropriate fields, and then select Login.

Figure 10: Return to Login Selection

Figure 11: Enter Username and Password

4. Profile Setup and Maintenance

a. Upon the first time logging in, the Profile page is presented. Ensure the Personal Data and Career Information fields are complete and correct. Some fields are read-only. If read-only fields contain incorrect information, contact the DHAGSC.

b. Organization and Audience selections are required profile entries for MHS users. The unit TM or TC will provide the specific information of which primary organization and audience to join. Joining the appropriate primary organization and audience will ensure required training is assigned and training records can be tracked. Only one primary organization may be selected.

In most cases, MHS personnel should select the most correct pinpoint organization available in the MHS organizational tree. All MHS users must have an MHS organization listed in their primary organization field.

EXAMPLE ONLY

Figure 12: Enter Personal Data and Career Information (Displayed info is for example only)

Figure 13: Enter Organizations and Audience Association Information (Displayed info is for example only)

c. To join an organization:

1. Click the Select Primary Organization link and click the arrow next to "(JKO) - Joint Knowledge Online (LOCKED)".

2. Scroll down to "(MHS) – Military Health System - MHS" and click on the arrow next to it to open the next drop-down menu. An organizational tree will appear.

3. Continue to click on the arrows to open the next drop down until the most accurate sub-organization listed in the hierarchy has been selected (highlighted), then click on "Select Organization". The selected organization will populate to the "Primary Organization" field in the profile. Include any secondary organization(s) as needed following the same process. If there are any course assignments in the selected organization(s), they will automatically be assigned and they cannot be located in the course catalog for manual enrollment.

4. Follow the same process to add one or more secondary organizations as needed. The secondary organization field may be left blank if one of the following is not applicable.

5. Special circumstances that may affect organization assignment in the LMS:

Reserve Component (RC) Service Members (SMs) that are also assigned to MHS organizations fulltime as government civilian or contractor support personnel: add the Reserve Component unit as a secondary organization, not as the primary organization.

(NNL) – Never-Never Land

Figure 14: Expanding Sub-Organizations and Selecting Your Organization (Displayed info is for example only - Contact the local Training

Coordinator if unsure what organization to select)

Borrowed manpower status: Set the primary organization will be set to the user's parent organization. Set the secondary organization to where the user is assigned as borrowed. For example, users assigned to US Army Medical Command Element at Walter Reed National Military Medical Center:

Primary Organization: JKO > MHS > Army Medicine

Secondary Organization: JKO > MHS > MTF Markets > National Capitol Region > WALTER REED NATL MIL MED CNTR

Duty at multiple organizations (i.e., providers who practice at multiple MTFs):

select the primary organization where the user is assigned for duty, and list all other facilities as secondary organizations. For example, user assigned to Walter Reed Army Medical Center but also conducts clinic at Malcom Grow Medical Clinics and Surgery Center:

Primary Organization: JKO > MHS > MTF Markets > National Capitol Region >

WALTER REED NATL MIL MED CNTR

Secondary Organization: JKO > MHS > MTF Markets > National Capitol Region > AF-ASU-11th MEDGRP-Andrews

Full time RC SMs (i.e., those on Title X orders) not assigned to an MTF list their unit of assignment as primary organization whenever possible and assign any appropriate secondary organization as required.

MHS personnel assigned to outside MHS organization and require access to the MHS course catalog should add “MHS” as a secondary organization.

d. To add required audiences:

1. Click the Add Audience(s) link.

2. A list of all audiences is displayed at the bottom of the window. Use the scroll bar or the search field to locate and select the audience(s).

Figure 15: Adding Audience(s) to your Profile (Contact the local Training Coordinator if you are unsure what Audience to select)

3. When the audience is located, click on the add icon (green +) to move it to the top of the screen.

4. For DHA personnel, select the corresponding training audience(s) from the list below (current as of the date of this publication; the local unit TM/TC may have additional audiences to assign) - Full AMT list at https://info.health.mil/edu/MTFDIV/EPD/Documents/Forms/AT.aspx):

DHA Contract Support: This audience includes all Contractors who support the Defense Health Agency (DHA).

DHA Government Service Civilians: This audience includes Federal Civilians assigned to the Defense Health Agency (DHA).

DHA Military and Dual Status Personnel - Air Force Service Members: This audience includes Air Force active-duty and reservist military members that are assigned to DHA.

DHA Military and Dual Status Personnel - Army Service Members: This audience includes Army active-duty and reservist military members that are assigned to DHA.

DHA Military and Dual Status Personnel - Navy Service Members: This audience includes Navy active-duty military and reservist members that are assigned to DHA.

DHA SES or Senior Leaders: This audience includes Senior Executive Service employees and senior leaders (E-9/O-7 and above).

DHA Supervisors: This audience includes HR-documented employee who has a documented authority to manage and oversee the performance and well-being of personnel.

DHA Mandatory Training: All Providers: This audience includes all healthcare providers who are assigned to “ART A” in the Relias Learning Management System.

Suicide Risk Care Pathway Training: Providers Outside Behavioral Health Specialty Care: This audience includes all healthcare providers outside of behavioral health specialty care, licensed independent providers and those working under their license. This includes anyone having clinical contact with patients.

Suicide Risk Care Pathway Training for Behavioral Health Specialty Care: This audience includes all BH providers, licensed independent BH providers and those working under their license. This includes anyone having clinical interaction with patients.

For non-DHA personnel, check with the unit's TM/TC.

5. When all audiences are in the top of the screen, click the Add Audience(s) button.

The audience(s) now appears in the profile. If there are any course assignments associated to these audiences, they will automatically be assigned and they cannot be located in the course catalog for manual enrollment.

e. To remove organizations and/or audiences, click the X next to their name(s).

IMPORTANT: Once set, MHS personnel should only change these settings when changing duty location or as directed by the unit's TM/TC.

Figure 16: Adding Audience(s) to your Profile 2 (Displayed info is for example only - Contact the local TM/TC if unsure what Audience to select)

f. Enter an official business email address. Enter an email address that is routinely monitored to receive notifications from the LMS such as new/due assignments, enrollments, and training completions. Use of personal email addresses is discouraged.

g. Select the Save button when all profile fields are updated.

h. Citizenship data field:

1) Joint Staff has stringent requirements related to adding citizenship data to a user’s profile. Users are not able to add or modify this data field as citizenship information is taken directly from the user’s CAC/PIV card when logging in. The VA PIV card does not contain citizenship data and will require manual entry by a trusted agent.

2) If the field is incorrect or blank the user may be prevented from accessing certain training courses (i.e. CUI classifications). To update this field:

1) DOD users must contact their local Real-Time Automated Personnel Identification System (RAPIDS) office to have the CAC information updated.

2) VHA users must contact the DHAGSC for profile updates. The DHAGSC Tier 2 agents coordinate with the DHA LMS Manager to validate the information.

3) Personnel assigned outside the MHS or VHA organizations must contact the JKO Help Desk (jkohelpdesk@jten.mil) for assistance.

i. For more information, refer to the JKO Learning Management System (LMS) Student User Guide version 1.0 (May 2020) located at https://info.health.mil/edu/aro/lms/Documents/JKO%20System%20Training/JKO_LMS_Student _User_Guide.pdf

Figure 17: Adding Your Business Email to your Profile (Displayed info is for example only)

EXAMPLE ONLY

https://info.health.mil/edu/aro/lms/Documents/JKO%20System%20Training/JKO_LMS_Student_User_Guide.pdf https://info.health.mil/edu/aro/lms/Documents/JKO%20System%20Training/JKO_LMS_Student_User_Guide.pdf

5. Privileged Account Profiles

a. In most situations, it is recommended that MHS personnel with the TC role list their primary organization as "MHS", and their assigned organization as the secondary organization.

Since locating and updating user accounts is a primary responsibility for any TC, these selections allow visibility of all MHS and “unassigned” user accounts. Adding a secondary organization will allow functional organizations to assign, manage, and track training for the TC as well.

b. Elevated roles in JKO are scoped to the organizations listed in the individual’s profile.

All privileged user profiles will automatically return to the role of student if the user adjusts the organizations in their own profile. This automatic adjustment is designed to occur when the user changes duty assignment. Elevated users should contact the DHA LMS Management Team for assistance for modifying the organizations in their JKO user profile.

LMS Training Managers/Coordinators

It is the individual's responsibility to ensure their user account profile is up-to-date at all times.

It is also the responsibility of MHS organizations, at all levels, to ensure there is a system in place to accomplish this. The LMS TC or TM is a necessary and important position. These are privileged and elevated roles within the DHA LMS that are assigned to an individuals who serve as the liaison between the end users and the system administrator (SA). Ultimately, the TM/TC is responsible for the overall management of the personnel assigned to their organization. The management of accounts includes, but not limited to, assigning personnel to the appropriate audience in the LMS, adjusting profiles for arriving and departing personnel, assisting with updating individual LMS profiles, and generating reports for training compliancy validation.

Elevated users must always maintain a current and accurate email address in their profile. Those found with an invalid email address will have their role downgraded to student and the email replaced with UPDATE_YOUR_EMAIL@JKO.MIL.

1. TC/TM Roles and Requisite Training

It is incumbent on the Unit TM/TC to ensure their area of responsibility (AOR) is maintained to ensure accurate tracking and reporting of training compliance and readiness to the MHS. To ensure Unit TC/TMs perform these tasking correctly and efficiently, useful information for managing user accounts is available as outlined below:

The DHA LMS Training Coordinator Guide is located at:

https://info.health.mil/edu/aro/lms/Documents/Forms/AllItems.aspx?RootFolder=%2Fedu%2 Faro%2Flms%2FDocuments%2FJKO%20System%20Training&FolderCTID=0x012000E1E D211639D7C44AAA5F29BB2EEFDC94&View=%7B6AD67FA5%2D2932%2D44D9%2D

AAAB%2D10E3A5D92222%7D

mailto:dha.et.lms@health.mil?subject=Privileged%20Account%20Request mailto:UPDATE_YOUR_EMAIL@JKO.MIL https://info.health.mil/edu/aro/lms/Documents/Forms/AllItems.aspx?RootFolder=%2Fedu%2Faro%2Flms%2FDocuments%2FJKO%20System%20Training&FolderCTID=0x012000E1ED211639D7C44AAA5F29BB2EEFDC94&View=%7B6AD67FA5%2D2932%2D44D9%2DAAAB%2D10E3A5D92222%7D https://info.health.mil/edu/aro/lms/Documents/Forms/AllItems.aspx?RootFolder=%2Fedu%2Faro%2Flms%2FDocuments%2FJKO%20System%20Training&FolderCTID=0x012000E1ED211639D7C44AAA5F29BB2EEFDC94&View=%7B6AD67FA5%2D2932%2D44D9%2DAAAB%2D10E3A5D92222%7D https://info.health.mil/edu/aro/lms/Documents/Forms/AllItems.aspx?RootFolder=%2Fedu%2Faro%2Flms%2FDocuments%2FJKO%20System%20Training&FolderCTID=0x012000E1ED211639D7C44AAA5F29BB2EEFDC94&View=%7B6AD67FA5%2D2932%2D44D9%2DAAAB%2D10E3A5D92222%7D https://info.health.mil/edu/aro/lms/Documents/Forms/AllItems.aspx?RootFolder=%2Fedu%2Faro%2Flms%2FDocuments%2FJKO%20System%20Training&FolderCTID=0x012000E1ED211639D7C44AAA5F29BB2EEFDC94&View=%7B6AD67FA5%2D2932%2D44D9%2DAAAB%2D10E3A5D92222%7D

Required training to hold the TM or TC role:

J7OP-US800, JKO LCMS - Training Coordinator Course (4 hrs), https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=J7O&course_number=P-US800

Required training for DHA Directorate/Division TM or TC:

DHA-US305, DHA LMS Elevated Users Follow-On ILT (1.5 hrs), https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=DHA&course_number=-US305

Recommended training to help TM or TC manage user profiles:

J7OP-US807, LCMS My Profile Management (10 min), https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=JKO&course_number=-US807

a. Personnel arriving from the Medical Education and Training Campus (METC) should already have an account in the LMS as METC uses the DHA LMS for initial skills and testing.

b. Upon arrival into your AOR, Unit TM/TC shall assist users in selecting the appropriate primary/secondary organizations, the correct audience assignment(s), and perform a review of the other profile field to ensure accuracy. Assisting the users in aligning their DHA LMS profiles updates will ensure your unit's tracking and compliance reporting will be accurately presented.

c. Prior to departure from your AOR, Unit TM/TC shall assist users in selecting the appropriate primary/secondary organizations of their new assignment. If those details are unknown, ensure the primary/secondary organization is removed to prevent the user from incorrectly populating your compliance reports. Removing this organization assignment will allow other Unit TM/TC to locate the accounts in the system as they are in-processing the users.

2. Privileged/Elevated Role Limitations in the LMS

Elevated system roles are scoped to the organization listed in an individual’s profile at time the role was provided. Therefore, individuals may not carry elevated roles to a new assignment, either within their current organization or to another organization. Requests to retain or reinstate a role previously held must be submitted to the appropriate authority.

The use of the SA role in the MHS is limited to the DHA LMS Management Team, the Service Representatives, and the DHA Global Service Center JKO Tier 1 and 2 agents. Approval to hold this role is provided by the DHA LMS Manager only.

To allow individuals the maximum capability to assign and manage training for their AOR, the use of the TC role is commonly used in lieu of the TM role. However, the TC and the SA roles provide individuals access to system capabilities that are outside the DHA LMS business rules.

Therefore, there are limitations all MHS TCs and SAs must adhere to. If any of the following requires adjustment, contact the DHA LMS Management Team:

https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=J7O&course_number=P-US800 https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=DHA&course_number=-US305 https://jkosupport.jten.mil/html/COI.xhtml?course_prefix=JKO&course_number=-US807

a. Modification, addition, or deletion of any LMS organization or course information.

b. Addition or creation of new courses in the DHA LMS. TCs may only add or modify sections for existing instructor-led courses (not web-based courses) for which they are specifically assigned to manage or teach. Refer to the DHA Requests for Course Development and Hosting SOP located on the JKO “My Training” page.

c. Modification, addition, or deletion of any course, test, survey, or certificate information.

d. Modification of any web-based course information, including section information unless the individual TC created and/or is directly responsible for that section.

e. Elevation of another user's role (exception: DHA Global Service Center Tier 2 agents who may do this for Tier 1 agents only).

f. Modification or deletion of training assignments for which they are not specifically responsible (i.e., modify a training audience that is not your responsibility to maintain).

Elevated users who perform the actions listed above will have their privileges immediately downgraded. Completion of DHA-US305, DHA LMS Elevated Users Follow-On ILT (whether the user previously completed it or not) is required to have them reinstated, and the individual’s chain of command must submit request to reinstate privileges to dha.et.lms@health.mil.

Repeated incidents will result in permanent role downgrade.

Help Desk Support

In accordance with the agreement between the DHA and the Joint Staff, the DHAGSC provides help desk support for all users assigned to organizations listed under the MHS organizational structure in the DHA LMS. Help Desk support is available 24 hours a day, seven days a week, 365 days a year. Responsibility to assist MHS users is shared between the DHAGSC and the JKO Help Desk as follows:

a. All requests for assistance from an MHS user must start with the DHAGSC (phone:

800-600-9332 or email: dhagsc@health.mil). The DHAGSC will determine if the issue can be resolved within the DHA or if the request must be escalated to the JKO Help Desk. MHS personnel should not contact the JKO Help Desk for assistance except for assistance with foreign national accounts as noted above.

b. The DHAGSC provides DHA LMS users Tier 1 and Tier 2 DHA LMS support 24 hours a day, seven days a week. The services provided include:

1. Tier 1 Triage Service for the collection of data required to create and categorize the initial trouble ticket or service request. This desk conducts initial triage, basic troubleshooting, and resolves, re-assigns, and/or escalates to the Tier 2 support team as necessary.

2. Tier 2 Subject Matter Expert Service is provided when Tier 1 support has not succeeded in resolving a complex problem. Analysts giving second-level support have advanced experience with the DHA LMS. Tier 2 support conducts intermediate troubleshooting and resolves, re-assigns, and/or escalates to Tier 3 support provided by the JKO Help Desk when necessary.

3. Account Administration Services are used for resolution of common user account issues such as password resets and certain account information updates.

4. Application Administration Service for resolution of common application issues such as database record correction and site information updates.

5. Incident Management Services for process guidance, documentation, and coordination incident processing trends and support for the management of incidents and of Support Group queues.

6. Problem Management Services for process guidance and documentation on root cause identification, resolution of problems, and prevention of incidents.

c. The JKO Help Desk is available 24 hours a day, seven days a week except for federal holidays. It provides Tier 3 support for the MHS and is accessed ONLY through the DHAGSC Tier 2 or the DHA LMS Manager. The JKO Help Desk should not be contacted directly by MHS personnel.

d. Service level and/or local desktop support activities are not a recommended source of assistance for DHA LMS users because their personnel have not received the training required to assist DHA LMS users.

Owner/Users

The DHA LMS Manager is the owner of this SOP and is responsible for updates as appropriate or required. Please send any inquiries or questions concerning this document to the DHA LMS Manager at dha.et.lms@health.mil

SOP Review Agent

The DHA LMS Manager or his/her designee will review this SOP annually or anytime a major process change has been established. The contents of this SOP will be updated accordingly, including contact names, email addresses, etc. Major updates related to this document will also be available on the DHA LMS SharePoint site at https://info.health.mil/edu/aro/lms/SitePages/Caution-Home.aspx https://info.health.mil/edu/aro/lms/SitePages/Caution-Home.aspx

Appendix 1: Request for Sponsored JKO User Account

DHA LMS hosted by JKO Sponsored User Account Request

This form is used to request a sponsored account for those without a CAC who require an account.

Complete the section in blue, noting that the email address included here will be the one associated with the DHA LMS user account. Submit the request to the Government Sponsor.

The Government Sponsor completes the section in green and submits the form electronically via .gov or .mil email address to the DHA Global Service Center at dhagsc@health.mil for account creation. Handwritten forms will not be accepted. The DHAGSC will accept only one request per email. The Government sponsor should contact the DHAGSC at 1-800-600-9332 with any questions.

Once created, the individual will receive email notification with account information and login instructions.

By submitting this form, both the individual and the Government sponsor attest that the information contained therein is true and accurate.

To Be Completed by Individual Requesting Sponsored Account Full Name (Last, First, MI) Email Address US Work Phone Number DSN/International Work Phone Number Country of Citizenship Government Organization Category

Contractor:

Volunteer:

Civilian Student:

Foreign National:

DOD Family Member:

Other (describe):

Organization UIC (if known) Reason Account is Needed

To Be Completed by Government Sponsor Full Name (Last, First, MI) Title Rank/Grade US Work Phone Number DSN/International Work Phone Number Email Address Organization Name Organization UIC mailto:dhagsc@health.mil?subject=Sponsored%20User%20Account%20Request

Glossary

ABBREVIATIONS AND ACRONYMS

AOR area of responsibility CAC common access card DHA Defense Health Agency DHAGSC Defense Health Agency Global Service Center DHA LMS Defense Health Agency Learning Management System DOD Department of Defense E&T education and training IA information assurance ILT instructor lead training J7 DHA Education and Training Directorate JKO Joint Knowledge Online LEADS Leadership, Education, Analysis, Development, Sustainment Division LMS learning management system METC Medical Education and Training Campus MHS Military Health System MTF military treatment facility MTFD Military Treatment Facility Operations Division PIV personal identity verification POC point of contact SA system administrator SME subject matter expert SOP standard operating procedure TC training manager TM training coordinator WBT web-based training

Contact Information DHA LMS Manager and DHA LMS Management Team dha.et.lms@health.mil

DHA Global Service Center (DHAGSC) dhagsc@health.mil 800-600-9332 mailto:dhagsc@health.mil