Summary The user is unable to log in WellSky. The most common cause is three failed attempts or 30 days of inactivity. This causes the account to lock. This may also prevent the "Forgot Password" feature from working. Rebooting the computer will not fix this issue since this is a Cloud-based service. The account will need to be unlocked.  Instructions All Nursing Supervisors should have access within WellSky to unlock a user's account.  Other positions such as CTOs, CNOs, HIM, and CEOs will also have access. Users should still use the IT portal during normal business hours, but if a more immediate response is needed, anyone in these positions can perform the actions below. The Nursing Supervisor will be extremely valuable after hours, holidays, and weekends. Your permission will only be limited to unlocking (enabling) only.  Once a user is unlocked, they can try typing in their password or use the "Forgot Password" link. You can unlock the account several times until they can answer their security questions. Password resets will still need to be submitted as an incident if users can't answer their security questions or forgot their password. The goal is to unlock the account so they can try logging in again. If they lock themself out again, you can unlock the account and have them use the FORGOT PASSWORD link so they can answer their security questions. If all else fails, then open a ticket asking for a password reset. If a user is not receiving anything from the FORGOT PASSWORD link, it's most likely they did NOT answer their security questions. It won't matter how many times you unlock the account at this point. 1. After logging into WellSky, you’ll need to navigate to the upper left corner of the screen and use the magnifying glass to search for the person in the system.     2. Begin typing the word “User”, and you’ll see a menu option called “User Security” underneath the search field. If you are a Nursing Supervisor and don't see this, please create an incident. You must carry the title "Nursing Supervisor." Filling in as acting Nursing Supervisor or House Supervisor does not grant you permission. HR or your manager must submit an Employee Change Request to officially change your job title.     3. You will see the “User Security” tab appear. It has a field to type in the name of the user to search for. Search criteria can be a FIRST name or LAST name.     4. In this example, we’ll use Jones. The LAST name field was used and we had several search results from different hospitals. AVOID USING FULL NAMES. Full names may not find a result. First or Last names will work. Choose the appropriate user. We'll use Jacqueline in this example. (Note: The snapshot below may not look the same for everyone, but you should be able to find names)        5. To unlock (enable) the account. Click once over the name. The “Enable” will appear active when the account is locked or disabled. To unlock the account, just click the “Enable” button and it will unlock that user's account. If the account does not look active, the account is not locked. Disabled accounts from inactivity can also show "Enabled." If the employee doesn't know their password, then a ticket with IT will need to be created for a WellSky password reset. You cannot reset passwords, even if you see it as an option!   Example: If you see this button active, their account is locked:   If you see the “Enable” button inactive, the person is NOT locked out.      The goal is to unlock the account so they can try logging in again. If they lock themself out again, you can unlock the account and have them use the FORGOT PASSWORD link so they can answer their security questions. If all else fails, then open a ticket asking for a password reset. NOTE:    FORGOT PASSWORD   If the person tried using the “Forgot Password” and it’s not working, the reason could be is the security questions were not completed or the account locked. First-time logins will prompt users to fill out their security questions. It’s highly encouraged they do this right away or the person will realize the “Forgot Password” doesn’t work. You can unlock employees account as many times to give them a chance to answer their security questions, but if they don't remember, a ticket will need to be created for Forgotten Password.   UPDATE SECURITY QUESTIONS   If the person skipped answering security questions, it can be updated after they log in. Navigate to the upper-right corner of the screen and find the person’s initials. When you click it, it’ll give options to update it.  

Summary All Agency people hired will have an account expiration for their computer login. It's 90 days by default. Nursing Supervisors, Nursing Schedulers, HR, and CNOs can request an extension to the account using the Agency Person Account Extension request from the Service Catalog. Since Agency staff are not considered hospital employees, they will not get email unless it's been requested by the Manager. Agency Nurses will have access to Pyxis, but that can expire as well since it syncs with their computer account. If an Agency Nurse account locks or expires, it will prevent the person from logging into the computer and Pyxis. WellSky is its own application that doesn't sync with the computer account, so this means it doesn't follow the same rules as logging into a computer. Agency Nurses can still technically use WellSky without logging into the computer as long as their WellSky account wasn't disabled from the 30 days of inactivity. A Nursing Supervisor can enable a disabled WellSky account, but cannot reset passwords. Agency Nurses can use the WOW to bypass computer logins to access WellSky. Instructions Anyone can look up the status of an Agency Nurse's account. You can go to the Landing and scroll down to the IT section and look for Reports or click here. You can confirm they are disabled or see when their account will expire. 1. If an Agency Nurse's account is expired or soon to be expired, request an extension of the Agency Nurse's account by visiting the Service Catalog and navigating to "Agency Person Account Extension." Nursing Supervisors, Nursing Schedulers, CNOs, and HR will be able to request the extension. 2. The IT department will create a new future expiration date based on the request. It could take time once the change is made. You can have the Agency person log into the computer at intervals of 15 minutes to see if they are able to log in. Please note that the account should sync to Pyxis as well. The Pharmacist will need to look in the system to see if they are active. Effective immediately, all requests for new Agency Staff need to be submitted by the prescribed times for your time zone. Eastern Time Zone - 5 PM Central Time Zone - 5 PM Mountain Time Zone - 4 PM Arizona Time Zone - 4 PM All Agency person requests will be processed by 6 PM Central Time Zone. There is no guarantee anything submitted after hours will be processed.

Summary If your phone is an iPhone or Android, then your phone is using the 8x8 Work app to make calls. This app is the exact same app that your Leadership team uses on their personal phones. The only difference is the Nursing Supervisor's phone does not use a cellular plan. Instead, it uses the Wi-Fi network in your hospital. The phone is 100 percent reliant on the internet since 8x8 is a VOIP service. No internet means no service. The most common reasons why a Nursing Supervisor's phone doesn't work are because of WiFi or being on constantly without a restart. Troubleshooting 1. Are you on the hospital_guest network? Internet is needed for 8x8 service to work. 2. Is your hospital having internet issues? Ask around and see if others are having problems with the internet. A ticket may need to be submitted for internet issues. 3. Has the phone been restarted? More than likely, there is a software update that is needed. Please go to settings, and make sure you run the updates. The phone should reboot after the updates. 4. The 8x8 app itself could be outdated or corrupt. If you tried all the steps above, deleting the app is the last resort. Please consult with your IT department before doing this. 5. Hard shutdown? Try holding the power button or power button + volume up button. Not Receiving Calls? This could be a phone setting issue or the 8x8 phone app itself. Start with the simplest first. 1. Ensure the volume control is not all the way down. 2. Check if the phone is muted. You may need to look up the model on the internet to find the location. 3. Check the 8x8 settings for DND (Do Not Disturb) or any call forwarding. 4. Check 8x8 settings and see if "Business Hours" is turned off. If it has hours set, then your phone may not ring after those hours. 5. Ensure you connected to the hospital_guest network. Please remember this is not a cell phone, but an "Internet" phone which relies on good stable connections to the Wireless Access Points throughout the hospital. Staircases and elevators may block signals.

Summary The purpose of this guide is to provide a basic understanding of how to work with agency staff at your hospital or a market hospital. Please bear in mind that as a Nursing Supervisor, you are a valuable asset to your hospital and play a crucial role in keeping operations flowing. We understand the importance of IT functionality in assisting your team. FAQs, shortcuts, and links are included in this article to help your role in assisting your colleagues. Please save this link for your reference or search the ticketing system with the keyword "Agency Help." Frequently Asked Questions Q: Who can onboard Agency staff? A: It was decided by the Corporate Director of Nursing and Corporate Director of IT that onboarding is limited to certain people. CNOs, CEOs, CTOs, HR, and Nursing Schedulers can onboard Agency people. The form is located in the Service Catalog under "Agency Nurse Onboarding" found here. You must have the exact job title mentioned, as the ticketing system won't allow access otherwise. The Chief Clinical Officer has allowed Nursing Supervisors to onboard. 1/29/24. Q: Do Agency staff have the same access as hospital employees? A: For the most part, yes. Because they are considered temporary, the company excludes email and DUO security. Q: Why do Agency staff have an expiration on their accounts? A: Agency staff are considered temps. To ensure HIPAA security, the IT department puts an expiration on accounts. In the case of Agency personnel, there are no offboarding requests, so this method helps to manage accounts. It is the responsibility of the hospital to manage Agency personnel. If an account expires, you can use the Agency Person Extension Form found here to extend the account of an Agency staff. Disabled versus locked accounts: Disabled accounts - when an account expires, it disables the account. It means the user can no longer access the computer. The user will see a message on the login screen explaining the account is expired or disabled. You will need to extend the account. Please visit the "Agency Person Account Extension" in the Service Catalog to extend the account. Locked account - this applies to anyone's computer account. It means too many invalid passwords were used and it locked the account. Please allow 15 minutes for the account to auto-unlock. If the user is still unsuccessful after 15 minutes, there is a good chance they don't know their password and it requires a ticket for a password reset. Q: How do I know if the Agency staff's computer account is expired? A: You can access the reports found here. This report is emailed to CNOs and Nursing Supervisors every Wednesday. This report is located on the Landing page in the IT section called reports. Q: Who can extend the expiration of Agency staff accounts? A: CNOs, CEOs, Managers, HR, Nursing Supervisors, and Nursing Schedulers. The form is located in the Service Catalog under "Agency Person Account Extension" found here. Q: Why do you have hours for Agency requests? A: Requests are considered an IT administrative function that is processed during corporate business hours. Due to our small size, we operate during the busiest time, the day shift to handle all the hospitals we manage. To be blunt, we just don't have the manpower to process requests throughout the evening. For guaranteed processing, please ensure you are submitting before the deadline. This is found on the form or you can click here for hours.  Q: I have an Agency staff who worked at the other market hospital and now is working at my hospital. How do they access our system? A: The good news is the Agency staff already has an account. It doesn't matter where their account was created. The difference is access to your hospital. The same user ID and password will work. If they don't remember it, a ticket must be submitted. Agency personnel will most likely need the WellSky location updated. You can visit "Employee Transfer or Access Request" in the Service Catalog and choose your hospital found here. Q: I have an Agency staff who is locked out of WellSky. Can I reset their password? A: Unfortunately, no. You can only unlock the account. You may see a button to reset a password, but it's been turned off due to HIPAA security. Only IT can reset passwords. Q: I have an Agency staff who is unable to access Pyxis. A: Pyxis access is automatically given to Nurses except for CNAs. This permission is replicated to Pyxis. The Pharmacy department must finish configuring the account. An Agency staff must sign into a computer first before accessing Pyxis. More details about Pyxis are found here. Q: Is the computer login the same for WellSky? A: It could be, but as more hospitals are added, the username uniqueness wears off. It is crucial to provide separate login credentials for both computer and WellSky accounts. The individual who conducted the onboarding process must share the login details with the person assisting the Agency staff. In case a personal email address was used during onboarding, the WellSky credentials will be sent to that email address of the Agency staff. Q: Do Agency staff have company email? A: No, but they do have an email address. This means they don't have a license to access email, but they have an email address to access the Landing. E.g., JSmith@yourhospital.com. Please be advised that if you have an Agency staff who worked at another market hospital they could have that hospital's email address. If that's the case, you can look them up in Step 1 of the Agency Nurse Onboarding form to view their email. Q: Can I submit Agency requests after the deadline? A: You can, but there is no guarantee it will be processed. It should get processed first thing in the morning. Q: An Agency Staff worked here before, but I can't find their name to extend their account. What do I do? A: This could happen if the hospital allowed their account to expire. Our ticketing system syncs with their computer account and could disable their account where you can't see them in the system. You will need to create a ticket stating you have an Agency Staff that you can't extend. Shortcuts Click on any of the pictures to navigate to the form in the Service Catalog. Some of you may not have access to these forms.   Instructions 1. Onboarding or extension - How to onboard an Agency staff or extend an account is found here. 2. Reports - How to look at the reports to find account expirations.  Open the browser until you see the Landing. Scroll down to the IT section. You'll find a folder called Reports. Click "Account Expired Users" for accounts that have past expiration. Click "Soon-to-expire user accounts" to view accounts that are about to expire. 3. Search Agency Staff - How to find an Agency staff that may already exist in the system. There are two ways. Use the "Employee Lookup" found in the Service catalog. Use Step 1 from the "Agency Nurse Onboarding" in the Service Catalog. Tips 1. Ensure you receive Agency credentials from the requester right away and have that Agency staff log in first thing, especially in the evenings when there is limited to no support. You should receive a computer log-in from the manager and WellSky credentials from the manager or requester. 2. Please keep in mind that computer log-ins and WellSky log-ins are not the same. These are two different systems with two different log-ins. Although they could be the same, the accounts do not sync together. 3. An Agency staff can skip a computer log-in by using a WOW cart instead. They can access WellSky this way. However, if they need access to Pyxis, they will still need to log into a computer and set a password. 4. Since Agency staff don't have company email, they seem to get hung up in signing into the browser to access the Landing. Instead of focusing on the Landing, have them access WellSky through the "Managed Favorites" in the upper left corner of the browser.  5. If your manager or requester forgets to give you WellSky credentials for your Agency staff, you can search for the user in WellSky using the WellSky unlock instructions found here. The password always defaults to their user ID (all caps) if they never signed in before. The IT department thanks you for all you do to assist your colleagues.