Train-the-Trainer Guide

Introduction Introduction to the Guide

Delivery Station Guides

1. Check-In2. Apple ID3. Check-Out

Additional Guides

A. TriageB. Genius Bar

Role SpecificGuides

A. OITB. Informatics

Agenda

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Introduction to the GuidePurpose: This guide is designed to introduce site staff and clinician champions to the VA Mobile Health Provider Program onsite delivery process and equip them with the knowledge and resources to successfully assist in the onsite delivery and the continued distribution after the Program team leaves.

The guide includes an overview and a step-by-step guide for the workflow that occurs at each station. The graphics shown below illustrate the original process that the VA Mobile Health Provider Program team followed during the first three pilot deployments and the proposed optimal delivery process that the team will move towards for future deployments.

Original Process Future Optimized Process

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Step 1: Check-InThe Check-in station is where the clinician first receives his/her iPad. This station will ensure that clinicians sign for his/her devices and understand the delivery process

1. Ask the clinician for his/her last name to locate his/her appointment on the sign-in sheet2. Allow the clinician to sign his/her name on the sign-in sheet to validate that he/she is receiving their iPad3. Take the PIV card from the clinician and bring it to a member of the Check-Out station for the clinician to receive after finishing the delivery process4. Hand the device and box to the clinician5. Provide an overview of the delivery process and prompt the clinician to move toward the Apple ID station

Step-by-Step Process:

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Step 2: Apple IDThe Apple ID station is the first step in the delivery process where the clinician has a hands-on experience with his/her iPad. At this station, the clinician will be asked to boot up his/her iPad, enter his/her Apple ID into the device and download the Podcast and Airwatch Applications

1. Ask the clinician if he / she has an existing Apple IDA. If yes, then proceed to question 6B. If no or the clinician would like to create a new one, then proceed

to question 2

No existing Apple ID or if the clinician would prefer to create a new ID:2. Instruct the clinician to move to the computer at the Apple ID station and

open up apple.com in the internet browser (this site will be bookmarked already)

3. Ask the clinician to select “Create an Apple ID” at the lower right hand portion of the webpage

4. After the clinician creates the account, he / she will need to confirm the newly-created account through the email address that was used to create the Apple ID

5. After confirming the account, the clinician should proceed to steps 6-11

Step-by-Step Process: Yes, the clinician has an existing Apple ID:6. Instruct the clinician to go to Settings iCloud7. Prompt the clinician to enter his / her Apple ID and password

a. Instruct the clinician to enable Find My iPad capability in the iCloud settings

• If Find My iPad is turned off, tap to turn it onb. Instruct the clinician to review the iCloud settings to allow or

prevent his/her existing iCloud items from merging (if applicable)c. When the clinician is prompted to enable location service press

“OK”8. Once the Apple ID is entered and iCloud settings are verified, view account

and select Payment Methoda. Allow the clinician to enter his/her Apple IDb. Ensure the None option is selected

9. Instruct the clinician to enter the App Store and install the Podcast app , which will show up on the iPad home screen after downloading

10. Once the Podcast app has downloaded, instruct the clinician to download the Airwatch App by locating the app in the VA App Store and prompt the clinician to enter their user name and password

11. If the Airwatch sign-in is successful, the clinician will move to the Check-out station, and if unsuccessful, they will proceed to Triage

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Step 3: Check-OutThe Check-Out station is the final station (required) where the team will sign the user out of the process. The clinician will receive his/her PIV badge at this station and will proceed to the Genius Bar at his/her leisure

1. Ask the clinician for their last name to begin the check-out process2. Ask the clinician to “take a selfie” to ensure the working status of the camera3. Return the PIV card to the clinician after he/she has successfully signed out of the process4. Encourage the clinician to provide feedback on his/her experience within the deployment process by completing an optional survey5. Notify the clinician that he/she should proceed to the Genius Bar station to learn more about the uses for the device

Step-by-Step Process:

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Additional Guides

Triage GuideThe Triage station is not a required station for all users. Clinicians will only enter this station if they encounter an issue during the delivery process that requires resolution by the mobile delivery team. The Help Desk will be available remotely to assist in the resolution of issues during the delivery. Common issues at this station include:

• Unsuccessful Log-in for the Airwatch App• Connectivity Issues (including Verizon LTE, VA Mobile Delivery Network, Mobile1SD)• iPad camera malfunctions• Forgotten passwords • Lack of an active Verizon data plan on the device

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Genius Bar GuideThe Genius Bar provides clinicians with hands-on technical support and training for the iPad where they can get friendly, expert assistance. Staff at the Genius Bar are knowledgeable about the device’s features and functions and serve as experts in a variety of VA-specific applications.

Staff at the Genius Bar should be knowledgeable and trained in the following modules that are available at the Genius Bar:

Module 1: Introduction: Includes an introduction of the program and overview of device uses and benefits

Module 2: Lifeproof Case: Includes an overview of the case and its functionality and a strap demonstration

Module 3: iPad Essentials: Includes settings, Wi-Fi, iCloud, iTunes & App Store, cellular data, springboard and home button

Module 4: Device Security: Includes compliance (AirWatch), Apple ID, passwords, stolen device policy and device check-in

Module 5: VA Service Desk: Includes VA Mobile Service Desk, mobile service desk, account testing and logging on

Module 6:

VA App Catalogue• CAG & CPRS• Remote Access• To “GOOD” to Be True

Module 7: Device Accessories: Includes Apple TV, power cable and mobile peripheral devices

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Data Collection Guide

The VA Mobile Health Provider Program team uses a variety of feedback mechanisms to gather metrics and report back to VA leadership on the progress of the program. The metrics are further used to improve and optimize future deliveries.

Timecards are provided to the each clinician when he/she picks up the device at Check-In. It is important for the delivery staff to ensure they accurately capture the arrival and departure time for each station and initial each card. The timecards display the length of time that the clinician remained at each station in the process and are used to analyze the efficiency of the delivery process. Below is a sample of how the data is collected and used.

Before leaving the delivery room or while in the Genius Bar, clinicians are asked to provide feedback on their experience with the VA Mobile Health Provider Program and on how the iPad distribution process can be improved via an online questionnaire. This questionnaire is recommended but not mandatory. Below is a view of the questionnaire and a sample of how the feedback is used.

Delivery Timecards iPad Delivery Questionnaire

Sample Timecard Sample Analysis View of Questionnaire Sample Analysis

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Role-Specific Guides

OIT GuideThe following outlines the role-specific guide for the OIT staff during the deployment of iPads.

1. Work with VHA logistics local point of contact (POC) to put device(s) on the 78MIS EIL 2. Co-assign Informatics POC(s) and users in AEMS/MERS to the device 3. Provide up to 10 devices at a time to Informatics 4. Provide and assign to Informatics POC(s) in AEMS/MERS a Mi-Fi hub and/or Wi-Fi hotspot (if needed) 5. Assist Informatics and MDM office in troubleshooting (as necessary) 6. Assist in group distributions (as needed) 7. Remove Informatics from VistA “hand receipt” when notified 8. Inventory remaining devices located in OIT each day

Overview of Role(s):

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Informatics GuideThe following outlines the role-specific guide for the Informatics staff during the deployment of iPads.

1. Communicate with users on pre-conditions (VPN, Apple ID, pick-up instructions, etc.) 2. Provide Local OIT with name of new user (and equipment type) to be assigned3. Sign for devices received from local OIT 4. Work with users to create Apple ID 5. Activate device with user 6. Download Podcast app7. Download and install AirWatch app8. Download and install GOOD app9. Set up soft certs on GOOD (when needed) 10. Download and install Citrix app11. Coordinate activation keys and/or troubleshoot with the VA Mobile Help Desk Ensure user signs for device in VistA12. Notify OIT when user has signed for device 13. Provide a daily inventory count of devices remaining with Informatics staff to OIT POC If group distribution is scheduled by Informatics 1. Coordinate date/time/location with OIT and National support offices (e.g., iOS Help Desk, MDM) 2. Provide list of projected attendees 2 business days in advance of distribution 3. Coordinate use of WiFi hotspot and any other required equipment, i.e. projector, laptop connection, conference phone, speakers, microphone, etc. 4. Ensure all users have an existing Apple ID which has been used at least once for an applications “purchase” (may want a pre-registration session to walk them

through the process) 5. Ensure users can log in to AirWatch, Citrix, etc. before leaving the group distribution location/process

Overview of Role(s):

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