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"""### Human:Operations ### Assistant: Operations is responsible for the day to day contact centre management including resources, technology, facilities, issues management, HIA adherence and ensuring alignment of HL practices with AHS policies. Includes call monitoring to ensure service levels are achieved, provides oversight of the navigation services provided by HL and liaises with other zone and local programs. Also involved in the development and implementation of new lines of business.-Plaza 124 Move  The Health Link staff and all departments will be relocated to the CN Tower (10010- 104 Avenue NW) on the 15th and 18th floors.[Read More (https://insite.albertahealthservices.ca/811/Page23570.aspx)]-AHS & Health Link Policies (https://insite.albertahealthservices.ca/811/Page8024.aspx):   The�Corporate Policy�Department, part of the AHS Legal & Privacy Division, is responsible for developing clear and concise corporate bylaws, policies and procedures for AHS.-Day to Day (https://insite.albertahealthservices.ca/811/Page7098.aspx):   Manage day to day operations in call centre  Answer staff questions, troubleshoot, support and direction for handling difficult calls  Manage Health Information Act breeches and chart requests  Complete and update Mental Health care plans  Disaster�/ Emergency Management(https://insite.albertahealthservices.ca/811/Page8254.aspx) -Navigation�Resources (https://insite.albertahealthservices.ca/811/Page15109.aspx):   Includes�Provincial Manager, Coordinators, a Web Master and Clerical Support Staff.  Maintain clinical and non-clinical content such as flowcharts, RightFax, EchoAccess, the Health Link intranet, and the Inform Alberta website.-Performance Measurement (https://insite.albertahealthservices.ca/811/Page3073.aspx):   Includes Provincial Performance Lead, Performance Analysts and Operations Support Staff  Data cleansing activities  Design, implementation, and distribution of all routine and ad hoc reports on service utilization, measurement of achievement of standards and caller satisfaction  Design and implementation of reports used to measure staff performance-Quality Management (https://insite.albertahealthservices.ca/811/Page5968.aspx):   Includes Provincial Manager Clinical Practice, Managers, Team Leaders and Managers, Learning and Development  Quality clinical practice, including call monitoring, coaching and performance management  Assist with learning and professional development needs of all staff-Technology (https://insite.albertahealthservices.ca/811/Page15134.aspx):   Includes Provincial Managers � Operations and Technology Leads  Responsible for the planning, implementation, maintenance and disaster recovery of technology for HLA, including software, hardware, databases, web products, and telephony  Collaborates with AHS IT,�Web�Communications,�Voice Services and other external service providers to support HLA technology needs-Workforce (https://insite.albertahealthservices.ca/811/Page6896.aspx):   Includes Provincial Manager � Operations, Workforce Lead, Workforce Analyst, Managers and Operations Support Staff  Interview and hire staff; all recruitment activities  Scheduling all staff, approve shift swaps and vacation, annual vacation planning  Forecast staffing needs, tracking data and reporting  Enter all payroll, process bank payouts  Maintenance of payroll systems and processes  Workplace Health and Safety � Oversight of Duty to Accommodate/Return to Work staff"""
"""### Human:AHS & Health Link Policies ### Assistant: The Corporate Policy Department, part of the AHS Legal & Privacy Division, is responsible for developing clear and concise corporate bylaws, policies and procedures for AHS.-Information & Technology Management (AHS)  -Privacy / Security of Information    Collection, Access, Use, & Disclosure of Information 1112 (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-collection-access-use-disclosure-information.pdf)    Transmission of Information by Facsimile and Electronic Mail 1113 (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-transmission-information.pdf)    Privacy Protection and Information Access 1177 (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-privacy-protect-ia.pdf)    Guidelines for Safeguarding and Securing Information (https://insite.albertahealthservices.ca/Main/assets/tms/lp/tms-lp-guidelines-safeguarding-security-awareness.pdf)    Privacy Pointer #9 (https://insite.albertahealthservices.ca/main/assets/tms/lp/tms-lp-privacy-pointer-9.pdf)  -IT Acceptable Use Policy (AHS)    Refresh your knowledge on AHS Information Technology Acceptable Use Policy.    This policy provides guidance and standards on the use of IT resources, including the Internet and electronic forms of communication (e-mail) for business purposes. It emphasizes the need for exercising careful judgment when using the Internet, intranet, e-mail or other AHS IT resources.      Information Technology Acceptable Use 1109 (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-it-acceptable-use.pdf)  -Microsoft Lync Use Guidelines�(HL)    This guideline, effective as of November 13, 2012, was developed based on AHS policy and guidelines.      Health Link Guidelines for the Use of Microsoft Lync (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-lync-guidelines.pdf)  -Mobile Device Use Guidelines (HL)    The guidelines for mobile device use while on work duty at�Health Link were developed from HL staff input and the AHS policy and guidelines (update April 13, 2016).      Guidelines for Mobile Device Use at Health Link (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-guidelines-use-of-mobile-devices-final.pdf)  -Social Media Acceptable Use Policy (AHS)    This policy provides direction on the management of Social Media by AHS Services      AHS Social Media Acceptable Use Policy (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-social-media.pdf)      Community Engagement and Communications (Internal And External) (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-communications.pdf)  -Supportive Work Environment    Workplace Health & Safety 1121 (https://extranet.ahsnet.ca/teams/policydocuments/1/clp-ahs-pol-workplace-health-safety.pdf)    -View allcorporate policies and procedures(https://insite.albertahealthservices.ca/corporate-policies.asp)"""
"""### Human:Day-to-day ### Assistant: Health Link Alberta�day-to-day refers to the team that has responsibility for ensuring that the general operation of services runs efficiently; the team�includes Non-union Exempt Employee staff from multiple business units.This section is intended as a resource for that group to assist with:� managing day to day operations in call centre� answering staff questions, troubleshoot, support and direction for handling difficult calls� managing Health Information Act breeches and chart requests� completing and updating Mental Health care plans� disaster/emergency management"""
"""### Human: Coordinator / Shift Leader Resources### Assistant: -COVID-19 Resources for CCC/SL(https://insite.albertahealthservices.ca/811/Page25181.aspx)-Health Link News & Updates(https://insite.albertahealthservices.ca/811/Page24484.aspx)� Applications / Utilities(https://insite.albertahealthservices.ca/811/Page7095.aspx#utilities)� Tableau Reports(https://insite.albertahealthservices.ca/811/Page7095.aspx#tableau)� Break Boards(https://insite.albertahealthservices.ca/811/Page7095.aspx#breakboards)� Process Documents(https://insite.albertahealthservices.ca/811/Page7095.aspx#process-docs)� Technical / Facilities Support(https://insite.albertahealthservices.ca/811/Page7095.aspx#tech-facilities-support)� Outage(https://insite.albertahealthservices.ca/811/Page7095.aspx#tech-facilities-support)  -Applications / Utilities    Calgary    � Contact Center Manager (CCM Avaya) loginreal-time display(http://spt-avaacc/)    � Engage (TelStrat)�logincall recordings(http://wshlengapp02.healthy.bewell.ca/Engage/)    � ESP training and support(/ss/Page10609.aspx)    � COVID-19 Transfers - display boardsUpdate instructions(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/covid-19-transfers.xlsx)    � Update instructions(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/tms-811-ccc-sl-update-display-board-instructions-covid-19-transfers.pdf)    � Shift Leader Roles and Responsibilities(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-cal-sl-roles-responsibilities.pdf)    � Temporary Shift Leader instructions(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-temp-shift-leader-cal.pdf)        Edmonton      � Contact Center Manager (CCM Avaya) loginreal-time display      Link: (http://phpl-avaacc/)      � Engage (TelStrat)�logincall recordings      Link: (http://wshlengapp01.healthy.bewell.ca/Engage/)      � Shift Leader Roles and Responsibilities      Link: (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-edm-sl-roles-responsibilities.pdf)        Provincial      � Service Referral InterruptionsUpdate instructions(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/tms-811-service-referral-interruptions.xlsx)        � Update instructions(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/tms-811-ccc-sl-update-display-board-instructions-service-referral-interruptions.pdf)      � EchoAccess Resources(/811/Page15013.aspx)      � EchoAccess - Print Chart Instructions(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-echoaccess-print-chart.pdf)      � EchoAccess Virtual MD Reference Guide(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-echo-access-virtual-md-reference-guide.pdf)      � Virtual MD - CCC Process for Caller Needs EMS Transportation(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-process-for-ems-transportation-vmd.pdf)      � Virtual MD - CCC Process to Create a New Task(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-process-create-new-task-for-vmd.pdf)      � Virtual MD -�CCC Process for PCN referrals(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-process-to-fax-vmd-referral-to-pcn.pdf)      � Virtual MD -�CCC Echo Troubleshooting(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-virtual-md-ccc-echo-troubleshooting.pdf)      � Virtual MD - Zoom Booking (flowchart)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-virtual-md-zoom-booking.pdf)      � Virtual MD�- Incomplete Referral: Adding an Addendum(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-virtual-md-incomplete-referral-adding-an-addendum.pdf)      � Virtual MD - Prescriptions (flowchart)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-virtual-md-prescriptions.pdf)  -Tableau Reports    � ECHO Tasks Assigned to Self(https://tableau.albertahealthservices.ca/#/views/ECHOTasksAssignedtoSelf/ActiveTasksAssignedtoSelf?:iid=1)    � EMS/811 Shared Response Line Calls(https://tableau.albertahealthservices.ca/#/views/HealthLinkSecondaryTriage/CallDetails-EchoAccess?:iid=1) -Breakboards    Provincial      � Health Information Nursing Breakboard(https://share.albertahealthservices.ca/teams/HLA/breakboard/HIN/_layouts/15/start.aspx#/SitePages/CCC%20And%20SL.aspx)      � I&R Breakboard(https://share.albertahealthservices.ca/teams/HLA/breakboard/IandR/SitePages/CCC%20And%20SL.aspx)    Calgary      � AMH Breakboard(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/cal-breakboards-amh.xlsx)      � Immunization Booking Breakboard(https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/cal-breakboards-clerical.xlsx)      � Triage Nursing Breakboard(https://share.albertahealthservices.ca/teams/HLA/breakboard/CALNursing/SitePages/CCC%20And%20SL.aspx)      � Nursing (Avaya Blue) Breakboard (https://share.albertahealthservices.ca/teams/HLA/CalDispScrn/Shared%20Documents/cal-breakboards-nursing-avaya-blue.xlsx)    Edmonton      � Tobacco Counselling Breakboard(https://share.albertahealthservices.ca/teams/HLA/breakboard/tobacco/_layouts/15/start.aspx#/SitePages/CCC%20And%20SL.aspx)      � Triage Nursing Breakboard(https://share.albertahealthservices.ca/teams/HLA/breakboard/EDMNursing/SitePages/Edmonton%20CCC%20And%20SL.aspx)    Orientation�(Calgary and Edmonton)      � Orientaion�Breakboard(https://share.albertahealthservices.ca/teams/HLA/Orientation/Breakboard/SitePages/Home.aspx)  -Process Documents    Calgary Resources      � Immunization Booking - Cancellation, Late Notifications and Same Day Booking(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-sl-calgary-imm-booking-appt-notification.pdf)      � TTY Service Callback Process(for the hearing and speech impaired)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-sl-tty-service-callback.pdf)      � Request for PHN/ULI - CCC/SL Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/ImmunizationBooking/tms-811-ib-uli-request-css-team-notification.pdf#page=3)        Provincial Resources      � Communication Guidelines(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-communication-guidelines.pdf)      � Process Flowcharts- Nursing Staff(/811/Page24554.aspx)      � Process Flowcharts- I&R Agents(/811/Page12564.aspx)      � Continuing Care Complaint � CCC / SL Business Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-continuing-care-complaint-ccc-sl.pdf)      � Continuing Care Concerns - Escalation email template(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-escalation.docm)      � Disaster/Emergency Management(/811/Page8254.aspx)      � Fax number - adding or changing in Right Fax Utility- EDM�only(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-edm-ccc-sl-adding-or-changing-fax-no.pdf)      � HIA / FOIP Breach (/811/Page11649.aspx)      � I&R: High Risk / Emergent Calls(/811/Page9452.aspx)      � I&R: RAL Satisfaction Survey Education(https://share.albertahealthservices.ca/teams/HLA/Webdocs/InfoAndReferral/tms-811-ir-ral-survey-satisfaction-education.pdf)      � CCC Process to Create a New Task for I&R RAL Satisfaction Survey(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ccc-sl-create-new-task-for-ral-satisfaction-survey.pdf)      � Manager/MOC Resources(/811/Page7086.aspx)      � Manager on-call response guidelines(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-response-guidelines.pdf)      � MOH On-Call Contact Information(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moh-on-call-contact-info.pdf)      � Requesting a Care Planhttps://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-amh-requesting-care-plan.pdf)      � Road Condition Report(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-road-condition-report.pdf)      � NWT Evacuee Escalation(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-ct-exceptional-circumstances-for-nwt-evacuees.pdf)  -Technical / Facilities Support    Calgary      � Who to contact(CAL)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/AppSupport/tms-811-as-who-to-call-tech-support-calgary.pdf)      � e-Facilities Service Request Portal(/cm/Page11126.aspx)      � e-Facilities Login (https://ca1.unifier.oraclecloud.com/ahs/portal)                SPTT    ?10thFloor  Username:2014DF10TWR Password:2014DF10TWR!23    11thFloor  Username:2014DF11TWR Password:2014DF11TWR!23    12thFloor  Username:2014DF12TWR Password:2014DF12TWR!23    Edmonton      � Who to contact(EDM)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/AppSupport/tms-811-as-who-to-call-tech-support-edmonton.pdf)    Provincial Outage Resources      � iPhone Help(https://help.apple.com/iphone/10/)      � InformAlberta Outage links(/811/Page7555.aspx)    Outage      � InformAlberta After Hours Outage Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-ia-afterhours-outage.pdf)      � InformAlberta�Business Hours�Outage Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-ia-business-hours-outage.pdf)      � InformAlberta After Hours Unplanned Outage Notification(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ia-after-hours-unplanned-outage-notification.docm)      � InformAlberta Business Hours Unplanned Outage Notification(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ia-business-hours-unplanned-outage-notification.docm)      � InformAlberta Service Restored Notification(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-ia-service-restored-notification.docm)"""
"""### Human: COVID-19 Resources for CCC/SL### Assistant: Web Apps for COVID-19 Assessment and Testing  Online Test Appt Booking(https://insite.albertahealthservices.ca/811/Page24685.aspx)Online Booking Tool Issue Reporting  For any issues with AVBS or major issues related to COVID test, submit a ticket with IT Help desk. See the guide here.(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-19-online-booking-tool-issue-reporting-guide.pdf)    Call 1-877-311-4300. Advise which tool is affected.      For the Covid Online Test Appt tool, request to have the ticket assigned to the Web Collaboration team with IT.  For less urgent / minorissues that can be dealt with during regular business hours, click on the link below. Select COVID.COVID-19 and influenza booking applications issues tracking(https://private.albertahealthservices.ca/teams/Covid19/OnlineScreeningIssueTracker/Lists/Issue%20Tracker/IT%20View.aspx?viewid=92bca9ca-326a-49b2-bc4c-2bd710568811)    The self assessment tool is available on the AHS website at ahs.ca/covid (http://www.albertahealthservices.ca/topics/Page16944.aspx).-COVID-19 Call Handling DocumentsTitle                                                                                                                                                                                                                     TypeDocument Updates(https://insite.albertahealthservices.ca/811/Page24484.aspx#doc-update)                                                                                                                                   SummaryCOVID Vaccine Escalation for People who are Homebound(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-vaccine-escalation-homebound.pdf)                                          ReferenceCOVID Vaccine Escalation for Calgary Adaptive Clinic Setting(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-vaccine-escalation-low-stimulus-clinic-setting.pdf)                 ReferenceCOVID Vaccine Issue Documentation(http://share.ahsnet.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-vaccine-issue-documentation.pdf)                                                                               ReferenceCOVID Immunization Record Request Form (COVID Assistance Team Staff only)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/VBL/tms-811-vbl-covid-immunization-record-request-form.pdf)                            ReferenceCOVID-19 Self-Serve SMS Failure Reporting(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-19-self-serve-sms-failure-reporting.pdf)                                               ReferenceTABLEAU Access for First Time Users(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-8110-tableau-access-for-first-time-users.pdf)                                                          Reference-Call ScriptsTitle                                                                                                                                                                                            Ver TypeInbound Calls to Book Asymptomatic Swab Test(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-inbound-call-to-book-asymptomatic-swab-test-script.pdf)         V2    ScriptsOutbound/Inbound Calls to Book Appts.(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-covid-19-outbound-inbound-calls-to-book-appointments-scripts.pdf)       V19   Scripts-COVID-19 Test Booking � LloydminsterLloydminster - COVID-19 Test Booking(template)(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-lloydminster-covid-19-test-appt-needed-central-zone.docm)-Vaccine Booking Escalation ProcessTitle                                                                                                                                                                                                                                                                                                                                       TypeVaccine Booking Escalation Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-hcw-vaccine-booking-escalation-process.pdf)Vaccine Eligibility Question(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-covid-vaccine-booking-hcw-vaccine-eligibility-question.docm)HCW Vaccine Eligibility Question(https://share.albertahealthservices.ca/teams/HLA/Webdocs/_layouts/15/download.aspx?SourceUrl=/teams/HLA/Webdocs/Emerging%20Events/tms-811-low-stimulus-clinic-setting-request-calgary-zone.docx&FldUrl=&Source=https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/Forms/AllItems.aspx)Adaptive Clinic Setting Request(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-booking-second-dose-vaccine-appointment-issue.docm)Calgary Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-homebound-vaccine-issue-edmonton-zone.docm)Exceptional Circumstances Issue Form(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-homebound-vaccine-issue-calgary-zone.docm)Exceptional Circumstances Only(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-homebound-vaccine-issue-central-zone.docm)Homebound Vaccine Issue(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-homebound-vaccine-issue-south-zone.docm)Edmonton Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/email-templates/tms-811-homebound-vaccine-issue-north-zone.docm)Calgary Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-incomplete-incorrect-records-edmonton-zone.msg)Central Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-incomplete-incorrect-records-central-zone.msg)South Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-incomplete-incorrect-records-south-zone.msg)North Zone(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-incomplete-incorrect-records-north-zone.msg)-For COVID Assistance Team Leads ONLY� E. Coli Outbreak DocumentsE. Coli Test Result Callback Script(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-e-coli-test-result-callback-script.pdf)Lead Process for Test Results from Health Link(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-lead-process-for-test-results-from-from-health-link.pdf)Netcare Reports(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-stec-report-examples.pdf)Report for E. Coli Running List from Health Link(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-ecoli-test-results-from-health-link.msg)Rescind Letter Email Template(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Emerging%20Events/tms-811-ecoli-rescind-letter.msg)"""
"""### Human:Disaster/Emergency Management-Emergency phone fan-out procedures ### Assistant: Alberta Health Services expects sites, programs, departments, unit and service areas to maintain a current list of their employees and employee contact information for possible call back during an emergency/disaster.  AHS - Fan-out guidelines(https://insite.albertahealthservices.ca/Main/assets/edm/tms-edm-fan-out-guidelines.pdf)-All Staff  What to do when you get the emergency fan-out call(https://insite.albertahealthservices.ca/hla/tms-811-moc-emergency-fan-out-procedure-all-staff.pdf)-Section Leaders and Callers  What to do when you get the emergency fan-out call    - Section Leaders(https://insite.albertahealthservices.ca/hla/tms-811-moc-emergency-fan-out-procedure-section-leaders.pdf)    - Callers(https://insite.albertahealthservices.ca/hla/tms-811-moc-emergency-fan-out-procedure-callers.pdf)    - Frequently asked questions - for section�leaders and callers(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-fan-out-guidelines-faq.pdf)-Manager On-call  Contact Lists  - The following contact lists can be located on the G:drive in Operations\Manuals\Manager On Call    - Calgary fan-out call listEdmonton fan-out call listCalgary/South and Central/North zones�on-call: contact RAAPIDEdmonton on-call schedule    - Calgary fan-out call list    - Edmonton fan-out call list    - Calgary/South and Central/North zones�on-call: contact RAAPID(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-frequently-used-numbers.pdf)    - Edmonton on-call schedule-Scripts and tracking documents  - Fan-out emergency detail script(https://insite.albertahealthservices.ca/hla/tms-811-moc-fan-out-emergency-detail-script.docx)  - Summary Tracking Sheet(https://insite.albertahealthservices.ca/hla/tms-811-moc-fan-out-section-leaders-summary-tracking.docx)  - Healthy Beginnings Staff replacement process is done by Edmonton CCC�s and SL�s. The process is found in the CCC binder - Tab 4.5"""
"""### Human:HIA/FOIP Breach ### Assistant: A breach is personal health information in hands of another individual, e.g. mail, fax, health information � chart-Process flowcharts & Resources for HIA/FOIP breach  - Staff�process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-hia-foip-breach-staff.pdf)  - SL/CCC/Manager processNotification of Privacy Breach Form(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-hia-foip-breach-ccc-sl.pdf)  - Notification of Privacy Breach Form(https://insite.albertahealthservices.ca/main/assets/frm/frm-09579.pdf)  - Health Link�HIA/FOIP Breach Guide(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hia-foip-breach-guide.pdf)Related links  - Insite > Legal & Privacy > Information & Privacy >Privacy Investigations & Reporting(https://insite.albertahealthservices.ca/lp/Page16452.aspx)  - Reporting Privacy Incidents (Video)(https://ahamms01.https.internapcdn.net/ahamms01/Content/InSite_Videos/Legal_and_Privacy/tms-lp-reporting-privacy-incidents.mp4)"""
"""### Human:Manager / MOC Resources ### Assistant: Manager Resources:-Provincial Resources:Manager on Call  MOC � Addiction and Mental Health Helpline(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-amh-line.pdf)  MOC � COVID Assistance Team(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-covid-assistance-team.pdf)  MOC ��Escalation of Issues to Health Link Leadership on Call(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-escalation-of-issues-to-hl-leadership-on-call.pdf)  MOC � Outpatient COVID Treatment Program(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-outpatient-covid-treatment-program.pdf)  MOC � PADIS Resources(https://share.albertahealthservices.ca/teams/PADIS/ManagerOnCallBugOut/SitePages/Home.aspx)  MOC � Provincial Law Enforcement Mental Health Consultation Line(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-amh-line.pdf)  MOC � Virtual MD(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-virtual-md.pdf)Chart Requests  Chart Request - Management � Initial Request(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-chart-request-management-initial-request.pdf)  Chart Request - Management � Follow Up Instructions for printing EchoAccess charts and�accessing archived charts can be located in theEchoAccess section(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-chart-request-management-follow-up.pdf)        Instructions for printing EchoAccess charts and�accessing archived charts can be located in theEchoAccess section(/811/Page15013.aspx)  Complaint/Commendation- Manager process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-complaint-commendation-manager.pdf%0D%0A)  Education Posting Request(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-education-posting-request.docm)  Disaster/Emergency Management(/811/Page8254.aspx)  Flowchart Build and Updates Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-flowchart-build-and-updates-process.pdf)  HIA/FOIP Breach- Manager process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-gen-bp-prov-hia-foip-breach-ccc-sl.pdf)  HL Headset Accommodation Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-hl-headset-accommodation-process.pdf)  Manager / MOC response guidelines(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-response-guidelines.pdf%0D%0A)  Out of Office Delegation� Manager process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-out-of-office-delegation.pdf)  Staff Privacy Breach Investigation Process(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-staff-privacy-breach-investigation-process.pdf)  Safety Plans(https://share.albertahealthservices.ca/teams/HLA/moc)  Virtual Code White(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-manager-on-call-virtual-code-white.pdf)Calgary Resources:  Calgary Orientation Booking / Change Request(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-orientation-booking-request-calgary.docm)Edmonton Resources:Edmonton Orientation Booking / Change Request(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-orientation-booking-request-edmonton.docm)Quick Reference:  ARTSSN(http://tableau.albertahealthservices.ca/#/views/HealthLink-Current1_0/HealthLink-RealTime?:refresh=yes)  Performance Measurements - Stats(/811/Page3073.aspx)  Process Flowcharts(Health Information Nursing)(/811/Page8788.aspx)  Process Flowcharts(Triage Nursing)(/811/Page24554.aspx)  Process Flowcharts(I&R Staff)(/811/Page12564.aspx)  Process Flowcharts(CCC / SL)(/811/Page7095.aspx)MOC documents:AIN - Activating AIN in the event of evacuation(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-activate-ain.pdf%0D%0A)Frequently used numbers(includes information about MOC devices).(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-frequently-used-numbers.pdf%0D%0A)Tethering MOC iPhone to Laptop(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-tether-iphone-laptop.pdf%0D%0A)Emergency Fan-out Procedure(/811/Page8254.aspx)Contact telephone numbers, phone fan-out procedures, tracking and scripts to be used for managing during an emergency situation.Emerging Events(/811/Page7242.aspx)Resources for managing information during events that may have an impact on HL call volumes.HIA/FOIP Reporting(/811/Page7244.aspx)An HL checklist for reporting privacy breaches.Reporting Children at Risk to Children�s Services(/811/Page7246.aspx)Resources to assist the Manager on-call assess a potential child at risk situation and determine if the name of the individual who reported the incident should be released to Children's services.3.5.1)HL ResourcesChecklist(/hla/tms-hla-moc-emerging-events-checklist.doc) Emerging Events Handling FAQ�s(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-moc-emerging-event-handling-faq.pdf) Flowchart - Uncomplicated Event(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-moc-emerging-events-uncomplicated.pdf) Flowchart -�Complex Event(https://share.albertahealthservices.ca/teams/HLA/Webdocs/Flowcharts/tms-811-moc-emerging-events-escalation-complex.pdf) Submission Process for HL Intranet(/811/Page15111.aspx) 3.5.2)AHS ResourcesUrgent Notification to an Emerging Issue Report(https://insite.albertahealthservices.ca/assets/et/untei/et-untei-report.docx) Refer to the AHS insite page,Privacy�Investigation and Reporting for the following:(/lp/Page16452.aspx)  General information  Incident Severity  How to fill out a privacy breach report  Link to privacy breach report-Timelines for reporting breaches  Any breach is reportable when noted, regardless of severity.-Process�for reporting breachesRefer to the HIA/FOIP�section for the management flowchart.Action                                                                                                                                                                                                WHOTake immediate action to contain the breach and reduce the risk of further harm (e.g., secure the affected area, documents, persons, or systems).                                                   MOCNotify HLA Senior Management if the breach is high/extreme sensitive.                                                                                                     MOCInvestigate and do a risk assessment.                                                                                                                                     MOCDetermine the incident severity-this will determine the extent of the investigation;Near Miss; Low; High; Extreme.                                                        MOCNotify the Information & Privacy Office via the Privacy intake line at:                                                                                             MOC  [email protected](mailto:[email protected])Or by calling:1-877-476-9874 immediately and complete theNotification of Privacy Breach Form.(/main/assets/frm/frm-09579.pdf)                                                                           MOC(You must save the completed form first on your computer then send as an attachment by e-mail)                                                                                .MOCHow to fill out the Breach Report:Privacy Investigation and Reporting(Insite).(/lp/Page16452.aspx)                                                            MOCFor high and extreme sensitive information notify AHS Executive of HLA breach using the Notification of Emerging Issues Process.                                      MOCFollow-up and consider what steps can be taken to improve safeguards and prevent recurrence.                                                            The Breach Department LeadCoach responsible staff and implement Privacy Office recommendations.                                                                                   Department Manager/TL3.5.3)MOC - Reporting Children at Risk to Children�s ServicesUpon receipt of a telephone call regarding a potential child at risk, the Nurse will contact Children�s Services to report the situation as required under section 4 of the Child, Youth and Family Enhancement Act.Note:Refer to relevant regional/zone flow Chart for complete processProcedure for disclosing further information on an exception basis:In all cases, the request should be forwarded to the Manager on-call�who will assess the situation and provide information.In specific cases, after the initial report has been provided and Children�s Services indicate they require additional information the following procedures may be followed.The informant�s/caller�s identity itself is part of the circumstances showing that the child is at risk as set out in the CYFEA.1(2), 1(2.1) and 1(3)The Manager on-call will assess if the circumstances show that the child is at risk.If the informant�s identity is deemed to be part of the circumstances, the informant�s/caller�s identity can be disclosed without considering Health Information Act.E.g. if child is with the informant, who is the caregiver (but is not guardian/ parent), and Children's Services cannot locate the child to collect the child, then the informant's (caregiver's) identity could be part of the grounds that the child is abandoned by parent/ guardian -s.1(2)(a) CYFEA - and thus the informant�s/caller�s identity can be disclosed under s.4 CYFEA.Disclosure of the information would avert or minimize an imminent danger to the health or safety of a child � Health Information Act, section (35(1)(m).The Manager on-call will assess whether all three criteria for imminence are met (clarity, danger, imminence)Clarity� the intended victim must be sufficiently identifiable.Danger� the danger to the victim must be serious bodily harm or death.Imminence� the risk must be serious and a sense of urgency must be created by the threat of danger. The risk could be a future risk but must be serious enough that a reasonable person would believe that the harm would be carried out.If so, then Health Link may disclose additional information to Children�s Services. This may include the informant�s/caller�s name if the information will assist in averting or minimizing an imminent danger to the child (for example � assist in locating the child).Only the minimum amount of information necessary to achieve the intended purpose should be disclosedThe information is required when Children�s Services itself has taken responsibility for providing continuing treatment and care to the child � HIA 35(1)(b)Sections 1(2), 1(2.1), and 1(3) of the Child, Youth and Family Enhancement Act set out circumstances under which a child is considered in need of intervention.1(2) For the purposes of this Act, a child is in need of intervention if there are reasonable and probable grounds to believe that the survival, security or development of the child is endangered because of any of the following:*1(2) For the purposes of this Act, a child is in need of intervention if there are reasonable and probable grounds to believe that the survival, security or development of the child is endangered because of any of the following:*a) the child has been abandoned or lost;b) the guardian of the child is dead and the child has no other guardian;c) the child is neglected by the guardian;d) the child has been or there is substantial risk that the child will be physically injured or sexually abused by the guardian of the child;e) the guardian of the child is unable or unwilling to protect the child from physical injury or sexual abuse;f) the child has been emotionally injured by the guardian of the child;g) the guardian of the child is unable or unwilling to protect the child from emotional injury;h) the guardian of the child has subjected the child to or is unable or unwilling to protect the child from cruel and unusual treatment or punishment.i) repealed 2003 c16 s3.*a) the child has been abandoned or lost;b) the guardian of the child is dead and the child has no other guardian;c) the child is neglected by the guardian;d) the child has been or there is substantial risk that the child will be physically injured or sexually abused by the guardian of the child;e) the guardian of the child is unable or unwilling to protect the child from physical injury or sexual abuse;f) the child has been emotionally injured by the guardian of the child;g) the guardian of the child is unable or unwilling to protect the child from emotional injury;h) the guardian of the child has subjected the child to or is unable or unwilling to protect the child from cruel and unusual treatment or punishment.i) repealed 2003 c16 s3.*1(2.1) For the purposes of subsection (2)(c), a child is neglected if the guardian*1(2.1) For the purposes of subsection (2)(c), a child is neglected if the guardian*a) is unable or unwilling to provide the child with the necessities of life,b) is unable or unwilling to obtain for the child, or to permit the child to receive, essential medical, surgical or other remedial treatment that is necessary for the health or well being of the child, orc) is unable or unwilling to provide the child with adequate care or supervision.*a) is unable or unwilling to provide the child with the necessities of life,b) is unable or unwilling to obtain for the child, or to permit the child to receive, essential medical, surgical or other remedial treatment that is necessary for the health or well being of the child, orc) is unable or unwilling to provide the child with adequate care or supervision.*1(3) For the purposes of this Act,*1(3) For the purposes of this Act,*a) a child is emotionally injured*a) a child is emotionally injured*i) if there is impairment of the child�s mental or emotional functioning or development, andii) if there are reasonable and probable grounds to believe that the emotional injury is the result of:*i) if there is impairment of the child�s mental or emotional functioning or development, andii) if there are reasonable and probable grounds to believe that the emotional injury is the result of:*(A) rejection,(A.1) emotional, social, cognitive or physiological neglect,(B) deprivation of affection or cognitive stimulation,(C) exposure to domestic violence or severe domestic disharmony,(D) inappropriate criticism, threats, humiliation, accusations or expectations of or toward the child,(E) the mental or emotional condition of the guardian of the child or of anyone living in the same residence as the child;(F) chronic alcohol or drug abuse by the guardian or by anyone living in the same residence as the child;*(A) rejection,(A.1) emotional, social, cognitive or physiological neglect,(B) deprivation of affection or cognitive stimulation,(C) exposure to domestic violence or severe domestic disharmony,(D) inappropriate criticism, threats, humiliation, accusations or expectations of or toward the child,(E) the mental or emotional condition of the guardian of the child or of anyone living in the same residence as the child;(F) chronic alcohol or drug abuse by the guardian or by anyone living in the same residence as the child;*b) a child is physically injured if there is substantial and observable injury to any part of the child�s body as a result of the non accidental application of force or an agent to the child�s body that is evidenced by a laceration, a contusion, an abrasion, a scar, a fracture or other bony injury, a dislocation, a sprain, haemorrhaging, the rupture of viscus, a burn, a scald, frostbite, the loss or alteration of consciousness or physiological functioning or the loss of hair or teeth;*b) a child is physically injured if there is substantial and observable injury to any part of the child�s body as a result of the non accidental application of force or an agent to the child�s body that is evidenced by a laceration, a contusion, an abrasion, a scar, a fracture or other bony injury, a dislocation, a sprain, haemorrhaging, the rupture of viscus, a burn, a scald, frostbite, the loss or alteration of consciousness or physiological functioning or the loss of hair or teeth;*c) a child is sexually abused if the child is inappropriately exposed or subjected to sexual contact, activity or behaviour including prostitution related activities.*c) a child is sexually abused if the child is inappropriately exposed or subjected to sexual contact, activity or behaviour including prostitution related activities.*-Health Information ActSee the Health Information Act(PDF) section 35(1) a, b, m for information regarding the disclosure of diagnostic, treatment and care information on an exception basis.(http://www.qp.alberta.ca/1266.cfm?page=h05.cfm&leg_type=Acts&isbncln=9780779791293&display=html) Health Information Act3.2.6)Meeting Room Bookings - CalgaryComplete the attached form�to have the operations team assist you with booking�a meeting room at the Calgary site.Meeting Room Bookings - Calgary (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-cal-meeting-room-booking.docm)Room and capacity and available equipment and phone number11019 Meeting roomby operations team | 8 | ComputerPhone | 403-943-535011018 Lg board roomby elevators | 20 | TelehealthPhoneComputer | 403-943-534911009 Meeting roomby business centre | 8 | ComputerPhone | 403-943-531711008 Training room | 18 | TelehealthProjectorScreenPhoneComputer | -11007 Phone�room | 2 | Phone | 403-943-531611006 Quiet room | 2 | Phone | 403-943-531511005 Sm breakout room | 2 | Phone | 403-943-531411004 Quiet room | 2 | Phone | 403-943-5313"""
"""### Human:MyHealth.Alberta.ca Team ### Assistant: What We DoMyHealth.Alberta.caMyHealth.Alberta.ca(MHA) is designed to be the provincial trusted source of health information and tools. The content is easy to understand and made for Albertans.MyHealth.Alberta.ca (https://MyHealth.Alberta.ca)MyHealth.Alberta.ca�can help Health Link callers learn more about their health with:General Health and Wellness Information (https://myhealth.alberta.ca/health/Pages/default.aspx)Medication Information (https://myhealth.alberta.ca/health/medications/Pages/default.aspx)Test and Treatment Information (https://myhealth.alberta.ca/health/tests-treatments/Pages/default.aspx)Patient Care Handouts (https://myhealth.alberta.ca/health/aftercareinformation/Pages/default.aspx)Videos (https://myhealth.alberta.ca/health/Pages/HealthVideoPlayer.aspx)Insulin Pump Therapy learning module (https://myhealth.alberta.ca/learning/modules/insulin-pump-therapy)Heart Disease Risk Calculator (https://myhealth.alberta.ca/Alberta/Pages/Heart-Disease-Risk-Calculator.aspx)The MyHealth.Alberta.ca team is responsible for managing the content on MyHealth.Alberta.ca. We work with our vendor, Healthwise�, and provincial subject matter experts to ensure the content aligns with Alberta practice, and we receive and review feedback about the website. The MyHealth.Alberta.ca team works closely with User Experience and Information Technology to plan and implement new content, changes, and enhancements to MyHealth.Alberta.ca.Health literacy is about how people find, understand, and use health information to make informed decisions about their own health and care. MyHealth.Alberta.ca uses plain language and layout principles to help make health information clear, simple, accessible, and engaging.Search Tips for MHA and Patient Care HandoutsSearch Tips for MyHealth.Alberta.ca (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-mha-search-tips.pdf)Three Ways to Access Patient Care Handouts on MyHealth.Alberta.ca (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-mha-pch-search-tips.pdf)What�s New on MyHealth.Alberta.caThis section will be updated regularly to let Health Link staff know about new content and tools on MyHealth.Alberta.ca. You can also check theWhat�s Newsection on MHA.What�s New (https://myhealth.alberta.ca/Pages/news2.aspx)MyHealth RecordsLaunching in early 2019, MyHealth Records will be available on MyHealth.Alberta.ca. MyHealth Records will make it possible for Albertans to manage their health by providing a secure and convenient place online to see select health records.You�ll be able to access MyHealth Records on a variety of devices that have access to the web such as smartphones, tablets, and computers. Initial features will allow you to:For MyHealth Records Support:MyHealth Records FAQ for AHS Staff and Clinicians (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-mha-phr-faq.pdf)Healthcare 101 helps Albertans learn about and understand the basics of healthcare in Alberta. The idea for Healthcare 101 originally came from Albertans, patients, and family members who wanted to better understand the healthcare system.Healthcare 101 is a co-designed project involving several community and health organizations including IMAGINE Citizens Collaborating for Health, Alberta Health Services and the Health Quality Council of Alberta (HQCA).The first of 4 modules is now live �Healthcare Basics for Albertans. This module helps users learn about the partners involved in Alberta healthcare, the differences between public and private healthcare services, and resources that are available in Alberta such as Health Link.Healthcare Basics for Albertans (https://myhealth.alberta.ca/HealthTopics/healthcare101/Pages/healthcare-basics-for-albertans.aspx)Find out more aboutHealthcare 101.Healthcare 101 (https://myhealth.alberta.ca/HealthTopics/Healthcare101)Breast cancer surgery patient education videosThe Video Library on MyHealth.Alberta.ca includes 4 new videos to help support women who have undergone surgery for breast cancer.� The videos focus on drain care and arm and shoulder exercises. They were produced by AHS and feature actual breast cancer patients from Alberta.Go to theVideo Libraryand see the following videos under the Cancer topic:Video Library (https://myhealth.alberta.ca/health/Pages/HealthVideoPlayer.aspx)MHA Network BannerThe MyHealth.Alberta.ca Network showcases trusted, easy-to-understand health and wellness information from Alberta Health Services and its partners. Click on the MyHealth.Alberta.ca Network banner at the top of any MyHealth.Alberta.ca page for a list of our partners:Health Parents Healthy ChildrenReady or Not AlbertaTeaching Sexual HealthOur partners� webpages also include the MyHealth.Alberta.ca Network banner at the top of a page.Alberta Prevents Cancer UpdateAlberta Prevents Cancer has been replaced byHealthier Together. Healthier Together covers health conditions that are largely preventable, provides tips on healthy living, and how we can create communities, workplaces, and healthcare settings that support health for all Albertans.Look for Healthier Together in the top navigation pane on any MyHealthAlberta.ca page.The MyHealth.Alberta.ca�TeamDr. Denise WattDenise is Medical Director for Health Link and an emergency physician in Calgary, where she has practiced for over 15 years. Denise has been with Health Link since 2011.Irene Pathy, ManagerIrene is a health informatics professional with a master�s degree in Bioinformatics and Computational Biology. She has worked in health care information technology for over 13 years, with experience in design and development of electronic health records systems, personal health portal and laboratory information systems.Amanda Surasky, Health Content ConsultantAmanda is a registered nurse who has worked in a variety of pediatric settings over the last 12 years, including in emergency, post-anesthetic care, and short stay surgery departments. Most recently, she worked as a nurse at a private dental surgery clinic and as a research nurse with the University of Calgary.Heather Ball, Health Literacy ConsultantHeather is a published author with a background in plain language and communications. She has been writing and editing for over 15�years.Iram Hussainaly, Health Content Consultant (maternity leave)Iram is a registered nurse who has worked in the area of public health for over 7 years in various capacities. She recently worked as a Clinical Development Nurse and Team Lead with Communicable Disease Control, with a focus on Vaccine Storage and Handling, Cold Chain and Immunizations.Jay Bersaluna, Administrative SupportBefore joining the MyHealth.Alberta.ca�team in 2012, Jay worked internationally, including in the Philippines, Saudi Arabia, and the United States. His experience reaches most areas of business administration and office operations.Jen Bishop, Health Content ConsultantJen is a Registered Nurse, with over 15 years of experience in Pediatric care, including Public Health, Acute Care, Surgery, Mental Health, and Rehabilitation. With a focus in administration and leadership, Jen is passionate about patient safety and quality careMelissa Hyman, Health Content ConsultantMelissa has an MSc in Community Health Sciences. She has been working in health promotion and community health since 2003. She was worked in Tobacco Reduction, Cancer Screening Programs and most recently was the manager of the Wellness Centre at South Health Campus. She is passionate about empowering people with information and resources so they can make better health choices.Michelle Mesaros,�Health Content ConsultantMichelle is a registered nurse who has worked in emergency, surgical oncology, and public health. Previously, Michelle was the CDN for the Calgary TB Clinic, and a provincial nurse consultant for the TB Program at the BC Centre for Disease Control.Sarah Bolen, Administrative SupportSarah has an administrative and accounting background. Prior to getting an opportunity to work for Alberta Health Services, she worked in the Oil & Gas sector. Sarah has been with Health Link since 2011.Sally Tang, Health Content ConsultantSally is a registered nurse. Her most recent position was Contact Centre Coordinator with Health Link, where she provided clinical and tech support to all front-line staff. Sally taught and mentored new and current Health Link nurses and gained leadership experience as Interim Clinical Manager. She has over 10 years of nursing experience in obstetrics, public health, and as a school nurse.Sharon Spotowski, Health Content ConsultantSharon is a registered nurse who has worked in many areas, including orthopedics, labour and delivery, public health, immunizations, newborn care, and at Health Link. She has been with AHS for over 30 years.Shawnee Eidt, Health Literacy ConsultantShawnee has an MSc in Biomedical Engineering and a BSc in Anatomy and Cell Biology. She has over 10 years of experience researching, developing, writing and editing health information for the web. Her goal is to improve health literacy by applying plain language principles and ensuring content is accessible, inclusive and well-designed. Shawnee recently worked as a Content Developer with the Canadian Cancer Society. She has also done epilepsy and breast cancer research and worked in pathology.Shirley Chandler, Health Literacy ConsultantShirley has been a registered nurse for over 25 years in a variety of areas, including ICU, pediatric emergency, and Telehealth. She is passionate about teaching and promoting health literacy.Contact [email protected] (mailto:[email protected]?subject=MyHealth%20Alberta%20Feedback)"""
"""### Human:Navigation Resources ### Assistant: Our team provides access to information so that you can make informed decisions about health and wellness based on authoritative sources. When you access Health Link's intranet site, process flowcharts, InformAlberta, Influenza Immunization Clinic Look-up Tool, RightFax�and Echo Access, you are using our services everyday.-Goal  � To ensure timely access to accurate and relevant information, in a useable format, for the right person.The work that this team performs requires extensive collaboration and partnering with multiple external and internal stakeholders to meet Albertan's health information needs.-Health Link Intranet SiteOur webmaster follows AHS Web Communication publishing standards and guidelines to ensure that Health Link's intranet site is your trusted source for accessing the latest information. Frontline staff has their own access page which assists you with navigating to resources that meet your specific needs.� Our intranet site provides access to useful applications and centralized resources such as:  � Emerging Events  � News and Updates  � Process flowcharts  � Links to programs and services and  � Department initiativesInformation is updated daily to keep you informed.-InformAlberta.caThroughout the year, Navigation Resources works with external stakeholders, community partners, and AHS' administrative, corporate, and clinical services to ensure that information in the database is current. Although Health Link's frontline staff frequently use of this site, we also share this information with stakeholders to support the public's health information needs.-Influenza Immunization Clinic Look-up ToolBeing part of a health service provider means that you are familiar with Influenza Season"" which usually beings in October and ends in March. Every year Navigation Resources coordinates influenza season activities to support Public Health's strategy to reduce preventable disease by providing influenza immunizations to protect Albertans. Navigation Resources is responsible for providing self-serve websites where Health Link's frontline staff, the public and AHS employees can access influenza immunization clinic information.-RightFax and EchoAccessNavigation Resources is an enabler in supporting your physician information needs. We are responsible for entering and maintaining physician data and contact information in RightFax and EchoAccess.3.4.1)Navigation Resources-Tabbed Pages (/811/Page2320.aspx)  For frontline staff - your business unit�s dashboard! The content presented�in the�tabs is unique to�each business unit's needs. They provide links to the most frequently used Health Link intranet pages, and�external resources for managing calls.    All Staff    Catch a Break    Team - Central Access    Team - Dementia Advice    Team - Info & Referral    Team - Nursing    Team - Tobacco Counselling-Read Now / News & Updates (/811/Page2320.aspx)Notification for emerging eventsare provided in the 'Read Now' message area and linked to information posted in the 'Current Topics' section. These notices alert staff to�an event,provide information about the situation, and the processes to follow. Once an item has been posted and the content remains�unchanged (approx. 1�2 days),�the notice will move to the lower 'News & Updates' area.Notifications for new items / informationposted throughout the intranet.�A new resource, process or learning content is posted in�the appropriate�section�(Operations, Process Resources, Service & Process Overview, or Staff Learning & Development).�A notification with a link is added in the 'News & Updates' message area and on the 'Current Topics' page.�The notice�will remain in 'News & Updates' for approximately 2 weeks (or�for�an event, until no longer�relevant).-Current Topics (/811/Page5829.aspx)Event specific information and all notices from the 'Read Now / News�& Updates'�area are contained within this section. This information is transient and not�retained as a permanent resource. After a 3 month period the information is archived.-HL Applications & Support (/811/Page15134.aspx)This section provides�tips and resources related to your workplace applications, and technical equipment, such as the EchoAccess, email tips, password management, etc.-Operations (/811/Page4802.aspx)This section describes�the higher level functions and responsibilities of�Health Link's many business units. This section also provides administrative resources and tools, as well as�staff resources such as AHS and Health Link Policies.-Process Resources (/811/Page5830.aspx)  Information�to manage your calls - such as caller FAQs, telephone scripts, referral process, and contact information. The content is organized in subsections, with Quick Reference provided on�the individual business unit's tab page to their applicable resources.  Call Resources (FAQs, scripts, contact/referral information)  Primary Care Networks  Process Flowcharts - Central Access  Process Flowcharts - I&R  Process Flowchart - Nursing CAL  Process Flowchart - Nursing EDM  Process Flowchart - Tobacco Counselling  Telephony - Transfer & Conferencing Guides-Service & Process Overview (/811/Page8695.aspx)This section�provides an�introduction to many of the�services Health Link provides to callers. It is also�intended�to be used as a�reference�for the�internal processes and resources available to staff for handling specific types of calls.-Staff Corner (/811/Page5959.aspx)This section is intended for information about staff engagement, social committees, and staff newsletters.-Staff Learning & Development (/811/Page5834.aspx)This area contains information for professional development, as well as announcements and links for workshops, lunch & learns, AHS and Health Link compulsory education.-GlossaryHealth advisories, warnings and recalls, or updates on current situations that may affect the health and wellbeing of Albertans.Type of Content:  An event is likely to increase Health Link call volumes (e.g., measles outbreak)  Key messages for staff when health related events / announcements are communicated out to the general public  Changes to existing event (e.g., tattoo parlour closure - referral update)  Unexpected changes to service referral information (e.g., urgent care centre closure, temporary vaccination clinics open)-Current TopicsRecent�communications provided through the intranet.Intranet content is assigned to various contributors by the Health Link Site Managers, as such any concerns regarding process and call handling information should be directed to your manager.�The Health Link intranet format follows the standards and style guides set out by AHS corporate communications.Back to site map (/811/Page6017.aspx)3.4.2)Health Link on AHS Social MediaHealth Link on Health Unlimited Television (HUTV) 2018-19 : HUTV is a network in partnership with Alberta Health Services that provides health-focused video content that is delivered to 383 locations throughout Alberta. Health Link videos will speak on topics from our callers' top health concerns.To turn on the closed captions, click theCCbutton on the bottom-rt of the video player, and select ""English CC"".https://player.vimeo.com/video/340760568Janice Shah, Clinical Manager at Health Link speaks about air quality and ways to stay safe when you are outdoorshttps://www.youtube.com/embed/c9pfIdWtbC0?cc_load_policy=1Paula, RN at Health Link, talks about 'Calling for Someone Else'Have a medical question about a family member? #YourHealthLink can help! Health Link is your trusted source of health information. Dial 811 to get real time support for any of your health related questions. #AHS811https://player.vimeo.com/video/324268755Mar 2019Edith Friesen, RN at Health Link: What to know about a 'fever'https://player.vimeo.com/video/321842829Mar 2019Kathryn Haagenson, RN at Health Link, talks about supports for new parenthttps://player.vimeo.com/video/314347476Feb 2019Lori Leaf, RN at Health Link, talks about Health on the Nethttps://player.vimeo.com/video/306493485Dec 2018Jennifer Chung, RN at Health Link, talks about GI illnesshttps://www.youtube.com/embed/-mHWAMwd7nI?cc_load_policy=1Nov 2018Gaelene, Tobacco Counsellor at Health Link, talks about AlbertaQuits and tobacco cessationHealth Link is your trusted source of health information. Dial 811 to get real time support for any of your health related questions in including how to quit smoking through #AlbertaQuits. #smokingcessationhttps://www.youtube.com/embed/s5ZULUCYo1c?cc_load_policy=1Nov 2018Karen D'eon, I&R at Health Link talks about additional supportsHealth Link is your trusted source of health information. #HealthLink811 provides more than just timely medical advice. 811 nurses and agents have access to a wide variety of information to support your ongoing healthcare needs.https://www.youtube.com/embed/oRJJbNL6gQw?cc_load_policy=1Oct 2018Melissa McDougall, RN, Site Manager at Health Link, talks about signs and symptoms of influenzahttps://www.youtube.com/embed/_77Ipv9z2fo?cc_load_policy=1Oct 2018Melissa McDougall, RN, Site Manager at Health Link, talks about 'Community Talks on Dementia'https://www.youtube.com/embed/KP3h8BLR78M?cc_load_policy=1Sept 2018Darren Marcischuk, I&R at Health Link, talks about calling for recordsWhile #HealthLink811 cannot provide you with medical records or lab results, 811 nurses and agents can point you in the right direction or provide additional information to your health related questions.https://www.youtube.com/embed/Uftelo3eozI?cc_load_policy=1July 2018Corinne McCombs, RN at Health Link, talks about Dementia AdviceSpecialized Dementia Advice is available through Health Link. Dial 811 for all of your trusted health information.https://www.youtube.com/embed/PX5TFpQSDJA?cc_load_policy=1May 2018Marianne King, RN at Health LinkWhat kinds of questions will I be asked when I call Health Link?https://www.youtube.com/embed/fdsF8AY_4cc?cc_load_policy=1April 2018Collette Waddel, RN, talks about 'What is Health Link?'What is Health Link and when should you call?3.4.3)Intranet Submission-Guidelines to Request a PostingThe guidelines below will help you determine the type of request to submit. For assistance, [email protected]. Navigation Resources completes requests on a priority basis; emerging event submissions are given highest priority and will be posted the same business [email protected] (mailto:[email protected])Select one of the email templates below to submit a request for content change on the Health Link intranet.?Preferred processMS Word document(s) is the preferred file format for submitted content:For edits to an existing page - copy existing content to a MS Word documentUse track changes to record modificationsInclude the MS Word document(s) in your submission (see email templates below)� For edits to an existing page - copy existing content to a MS Word document� Use track changes to record modifications� Include the MS Word document(s) in your submission (see email templates below)-Publishing Criteria, Timelines and Request TemplatesGeneral Posting (#general-posting)Urgent Posting (#urgent-posting)Emerging Event (#emerging-event)New Flowchart (#new-flowchart)Flowchart Update (#flowchart-update)Broken Link (#broken-link)General PostingType of Content:Planned resource, process and learning information (generally falls under Service and Process Overview, Operations, Process Resources, and Learning and Development).Publishing timeline:For a new page and / or updates to existing pages, allowthree business daysfor requests to be assessed and completed.Note:A meeting may be requested to discuss content organization or structural changes to the intranet navigation. If a specific publishing date and time is required, indicate the details in the request.General Posting Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-general-intranet-posting.oft)Urgent PostingType of Content:Time sensitive information / timelines outside our control that could affect call handling (e.g., notification of a planned service interruption, announcement of new service).Publishing timeline:Every effort will be made to complete urgent requests (time sensitive information) as soon as possible, and no later than thenext business day.Note:Emerging Event postings will take priority.Urgent Posting Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-urgent-intranet-posting.oft)Emerging EventEmerging events are defined as health advisories, warnings and recalls, or updates on current situations that may affect the health and wellbeing of Albertans. Background and key messages have been vetted by AHS Communications. Call Handling information has been vetted by HL Site Manager.Type of Content:An event is likely to increase Health Link call volumes (e.g., measles outbreak)Key messages for staff when health related events / announcements are communicated out to the general publicChanges to existing event (e.g., tattoo parlour closure - referral update)Unexpected changes to service referral information (e.g., urgent care centre closure, temporary vaccination clinics open)� An event is likely to increase Health Link call volumes (e.g., measles outbreak)� Key messages for staff when health related events / announcements are communicated out to the general public� Changes to existing event (e.g., tattoo parlour closure - referral update)� Unexpected changes to service referral information (e.g., urgent care centre closure, temporary vaccination clinics open)Publishing timeline:Same day ASAPNote:If information was received from AHS or AH Communications and is available�on their public websites, HL staff will be directed to the publicly available content.albertahealthservices.caActive Health AdvisoriesNews Releases� albertahealthservices.caActive Health AdvisoriesNews Releases(https://www.albertahealthservices.ca/)Active Health AdvisoriesNews ReleasesActive Health Advisories (https://www.albertahealthservices.ca/news/Page1926.aspx)News Releases (https://www.albertahealthservices.ca/news/newsreleases.aspx)Provide as much of the following information as possible for posting:Background informationHow to Handle CallsKey messages / FAQsResources� Background information� How to Handle Calls� Key messages / FAQs� ResourcesEmerging Event Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-emerging-intranet-posting.oft)New Flowchart�for Clinical Resource Team use onlyThe request needs to include the following information:Flowchart titleZone Region Name(s)Insite page where the flowchart will link from� Flowchart title� Zone Region Name(s)� Insite page where the flowchart will link fromTimeline (optional):If a specific publishing date and time is required for the new flowchart, indicate the details in the request.Note:The attached flowchart mockup needs to be clear, legible and easy to follow.New Flowchart TemplateNew Flowchart Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-new-flowchart-request.oft)Flowchart Update� for Clinical Resource Team use onlyThe request needs to include the following information:Insite HL page title and link where the flowchart currently is linked from� Insite HL page title and link where the flowchart currently is linked fromTimeline (optional):If a specific publishing date and time is required for the updated flowchart, indicate the details in the request.Note:The attached flowchart updates need to be clear, legible and easy to follow.Flowchart Update Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-flowchart-update-request.oft)Broken LinkThe request needs to include the following information:Page title of where the broken link is locatedWebpage Address / Link of the page where the broken link is locatedBroken link� Page title of where the broken link is located� Webpage Address / Link of the page where the broken link is located� Broken linkBroken Link Template (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nav-broken-link-request.oft)Note:If you are not the original page / section owner, the intranet team will forward the request to the owner (Site Manager) for approval.Content may be edited to ensure it adheres to AHS Communications and HL intranet standards and style guides.Questions / AssistanceQuestions and requests for assistance can be emailed to the Health Link Web Master�[email protected]@ahs.ca (mailto:[email protected])The Health Link�mailbox is monitored during regular administrative business hours Mon-Fri, 8:00am - 5:00pm"""
"""### Human: Performance Measurement ### Assistant: The following reports are for internal Health Link use onlyand are not for distribution. DO NOTprint.Health Link�OperationsDaily ReportsIncludes the last 14 days. There are 5 reports available to view. These reports will be available to all Health Link staff.Daily Reports (Tableau - All Views) (https://tableau.albertahealthservices.ca/#/workbooks/29497/views)Tableau has the ability to subscribe to reports. This will send an image of the report daily to your inbox. In order to set up a Subscription, follow these steps:Monthly Reports - Edmonton / Calgary (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-monthly.pdf%0D%0A)Quarterly Zone ReportsSouth Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-southzone.pdf%0D%0A)Calgary Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-calgaryzone.pdf%0D%0A)Central Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-centralzone.pdf%0D%0A)Edmonton Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-edmontonzone.pdf%0D%0A)North Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-northzone.pdf%0D%0A)Provincial Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-quarterly-provincial.pdf%0D%0A)HL Annual ReportsSouth Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-southzone.pdf%0D%0A)Calgary Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-calgaryzone.pdf%0D%0A)Central Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-centralzone.pdf%0D%0A)Edmonton Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-edmontonzone.pdf%0D%0A)North Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-northzone.pdf%0D%0A)HL Activity Report�(pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-activity.pdf%0D%0A)HL Year in Review (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual.pdf%0D%0A)AlbertaQuits Helpline Activity and Outcome ReportApril, 2016 to March, 2017Report (pdf) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-report-annual-albertaquits.pdf%0D%0A)"""
"""### Human:Quality Management (QM) ### Assistant: Coaching (#coaching)Coaching Corner (#coaching-corner)Call Recording Review (#call-recording)Coaching Feedback Form (#feedback)-CoachingPhilosophy of CoachingThe Health Link Quality Assurance Program is based on Alberta Health Services (AHS) foundational strategies and values, organizational and professional standards, and on the best available practice evidence.Coaching is a Quality Assurance Tool used at Health Link to help ensure the provision of excellence of service to our callers and to foster engagement of staff in the workplace. Coaching helps staff gain insight regarding their practice: enabling them to recognize their own individual strengths and to identify areas for improvement. Coaching provides the opportunity for the setting and tracking of goals�allowing the individual to take charge and assume accountability for their own personal and professional development in a positive and supportive environment. Coaching helps both individuals and teams attain goals, accept challenges, and achieve growth. It inspires quality of care for our callers and workforce satisfaction for our team members.AHS Values:Health Link�s Quality Assurance Coaching Tools support the AHS core values of Compassion, Accountability, Respect, Excellence, and Safety. These values guide our actions and behaviours to achieve excellent Patient and Family Centered Care for all Albertans.AHS Patient First Strategy:Health Link�s Quality Assurance Coaching Tools are focused on the Patient and Family Centred Care experience. Our coaching tools evaluate skills and behaviours that are essential to the delivery of high quality and evidence-driven patient and family focused telephone care. We promote respectful patient/healthcare provider interactions and improved communications and transitions in care between healthcare providers.AHS Our People Strategy:Health Link�s Quality Assurance Coaching Tools encourage us to support each other in providing excellence in teletriage care. They help us to create a culture in which we all feel safe, healthy, and valued�where we can reach our full potential at the workplace.�Our coaching program provides frontline staff with a non-judgmental, collaborative opportunity for reflective practice�in a place where we can celebrate successes and set goals to improve practice when required.-Coaching CornerOur goal is to foster an environment of continuous learning and improvement to provide quality patient care. Look here for reminders and tips to support your practice.  Nursing    Documenting Evaluation (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-qm-nsg-documenting-evaluation.pdf)    Virtual MD (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-qm-coaching-corner-virtual-md.pdf)    Clinical Advisor (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-qm-coaching-corner-clinical-advisor.pdf)    Guidelines, Related Protocols and Definition (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-nursing-coaching-corner-choosing-a-guideline.pdf)    Information�Only Calls (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-qm-coaching-corner-info-only-calls.pdf)    Issue/Concern (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-qm-coaching-corner-issue-concern.pdf)Call Recording ReviewYou may request a call recording to review:  as a self-directed assessment, or  with support of your direct reporting managerTo schedule a review, please contact your manager.-Coaching Feedback FormStaff�can provide feedback to their coach so they also have the opportunity for professional growth.Coaching Feedback Form � Nursing and RAL (https://redcap.albertahealthservices.ca/surveys/?s=DR7T4CNHP3NH3478)Coaching Feedback Form - AMH (https://redcap.albertahealthservices.ca/surveys/?s=RHKCFNW3AL38HTY7)"""
"""### Human:Workforce ### Assistant: -Workforce PlanningThe Health Link Alberta provincial workforce team is responsible for managing all the activities�concerning human resources to meet the operational needs of the contact centre. This includes recruitment, retention, staff recognition and engagement.Workforce planning is a process that allows us to forecast and plan for the number of staff we would need to meet the service level agreement. The process also takes into�consideration changes in personnel requirements and objectives when optimizing the scheduling of staff.�Workforce planning�includes:-Employee Tools and Resources  Calgary scheduling office contact numbers:  Workforce ESP  ESP login (/ss/Page10612.aspx)  Calgary Zone Staffing Service - Scheduling Process (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-calgary-zone-staffing-service-process.pdf%0D%0A)  Provincial Staffing Service Resources (/ss/Page10609.aspx)  Quick Reference Guide (Calgary Zone) -� Staff Scheduling Changes Phase 1 (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-quick-reference-guide-phase-1-employee-cz.pdf%0D%0A)  Shift Exchange Guidelines for HL Staff (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hl-shift-exchange-guidelines-calgary.pdf%0D%0A)  Workforce ESP - Self Service from Home (https://www.albertahealthservices.ca/info/page10904.aspx)In-Scope ResourcesCollective Agreements (/tools/is/Page7024.aspx)Non-union Exempt EmployeeTerms & Conditions (/hr/Page2589.aspx)E-people Employee ResourcesQuick Reference Guides (/hr/Page4724.aspx)Employee & Labour RelationsNamed Holidays (/hr/Page845.aspx)-Workplace Health and Safety (WHS)We work to build a safe and healthy work environment for Health Link Alberta workers by strengthening and promoting a culture of health, safety and wellness in the workplace and providing resources to meet these needs. The scope of health and safety includes protection of the worker�s well-being, social and psychological as well as physical. WHS is the responsibility of all HLA members.AHS WHS Action plan (/main/assets/hr/tms-hr-whs-health-and-wellness-action-plan.pdf)AHS WHS (/hr/Page947.aspx)Employee Family Assistance Program (/hr/Page964.aspx)Emergency Response Plans (/edm/Page3035.aspx)First Aid Workplan Calgary (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-cal-whs-first-aid-plan.pdf%0D%0A)First Aid Workplan Edmonton (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-edm-whs-first-aid-plan.pdf%0D%0A)Harrassment and Violence Prevention Plan (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-harassment-violence-prevention-plan.pdf%0D%0A)Incident Management Process (https://insite.albertahealthservices.ca/hr/Page11933.aspx)Joint Workplace Health and Safety Committee (/hr/Page5862.aspx)Psychological Health and Safety Resources (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-psychological-health-and-safety-resources.pdf)Psychosocial Risk Factors (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-psychosocial-risk-factor.pdf)Safety Inspection Process (/hr/Page3432.aspx)Slips, Trips and Falls Prevention (https://insite.albertahealthservices.ca/hr/Page7580.aspx)Hazard Identification, Assessment and Control (HIAC) ProcessThe Hazard Identification, Assessment and Control (HIAC) Process is required by the Alberta Occupational Health and Safety Code. The HIAC Process outlines how to effectively identify workplace hazards, assess worker risk and list controls to lower worker risk and ultimately reduce workplace incidents.All workers are expected to review and be aware of the hazards that they may encounter and the controls used to protect them; this is achieved by completing the HIAC Process. HIAC worksheets must be reviewed annually by workers or after new hazards have been identified.Hazard Identification, Assessment and Control (HIAC) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hiac-update-clinical.pdf)Hazard Identification, Assessment and Control (HIAC) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hiac-update-ops-non-clinical.pdf)Hazard Identification, Assessment and Control (HIAC) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hiac-update-manager.pdf%0D%0A)Hazard Identification, Assessment and Control (HIAC) (https://share.albertahealthservices.ca/teams/HLA/Webdocs/Operations/tms-811-op-hiac-update_director.pdf%0D%0A)Scent Free Awareness (/main/assets/hr/tms-hr-whs-scent-awareness-guiding-practice.pdf)ErgonomicsOffice ergonomics can refer to office equipment, general office environment and workplace policies that are designed to improve the efficiency of the office worker by enhancing her physical comfortAn ergonomics program can improve working conditions by decreasing work-related injuries, as well as work-related discomfort.� These improvements can increase quality of life, job satisfaction, productivity, and quality of work.Alberta WCB Office ErgonomicsAlberta WCB Office Ergonomics (https://www.wcb.ab.ca/assets/pdfs/public/office_ergo.pdf)Ergonomics for dual monitorsErgonomics for dual monitors (/811/Page10156.aspx)3.7.1)Ergonomics � dual monitorsThe same principles apply for dual monitors as for a single monitor.- Distance:approximately arm�s length away.- Height:top of monitor screen set to the same height as a horizontal line drawn out from the eyes.If the two monitors will be used approximately the same amount- The monitors should be positioned so they are split evenly.- The middle of the two monitors is lined up with the centre of the keyboard (J & H keys).- Each monitor should be angled toward the user so they form a mild V shape.If one primary monitor will be used more than 70% of the time- Place the primary monitor in front of the user just like a single monitor set up.- The second monitor can then be placed either on the left or right hand side of the primary monitor to act as a secondary monitor that is used less frequently.- The secondary monitor should be angled toward the user."""