Dental School IT-Related Policies & Procedures

• Current Faculty of the Case Western Reserve University School of Dental Medicine (CWRU SODM)
• Students of the CWRU SODM
• Staff of the CWRU SODM
• Visiting/Volunteer Faculty/Lecturers of the CWRU SODM
• Emeriti Faculty of the CWRU SODM
• Vendors with signed contractual obligations towards CWRU SODM, required to fulfill functions related to their service and/or product at the CWRU SODM

• Friends, relatives or family members of the above
• Anyone not affiliated with CWRU SODM

• Issues with technology hardware/software owned by the CWRU SODM
• Issues with software installed on hardware owned by the CWRU SODM for PC systems that are members of the CWRU SODM Active Directory.
• Problems/issues with access to technology or systems at the CWRU SODM
• CWRU SODM technology hardware and software purchase recommendations (quotes/carts).

• Personal property including mobile devices
• Issues or access to Non-University or Non-CWRU SODM technology or software
• Software, hardware, access, and security issues on non-Active Directory CWRU SODM computers

• Priority is given to issues which affect a large population of the CWRU SODM, global issues and outages.
• Priority is given to issues which affect the clinic operations including clinic software, Patient Care Coordinator (PCC) issues, and the Cashier’s office.
• Priority is given to the Dean, Associate Deans, and Department Chairs and their executive assistants.
• All other issues are prioritized on a case by case basis depending on CWRU SODM IT Department work load, and urgency of the issue.  If there are no other extenuating circumstances, issues will be handled in the order they are reported.

• The Contact IT Tool is the preferred method of contact. It puts the problem report directly into the CWRU SODM IT Department trouble ticket system where it will be seen by the entire IT team. The Contact IT Tool provides guidance to accurately report the issue and needed details that will help the CWRU SODM IT Department resolve the issue quickly and efficiently.
• If the above contact method is unavailable, or there is an emergency, or there is a problem that affects patient care, then the following methods can be used: phone the IT department (368-2039) or report the problem in person to the IT department. To ensure the problem is in the queue, always follow up with a Contact IT Tool request if possible.  Do not rely on direct contact with individuals as they may be busy, off site, on vacation, etc.
• Advance notice – the individual end user/department is responsible for requesting access changes or installs/configurations in a timely manner of more than one week before the request is needed.
• Lost/stolen equipment should be reported promptly to the CWRU Police and CWRU SODM IT informed.

• Requests for UTech Dental to make changes to appointment books must come from the Scheduling Supervisor.

Terms:

1. Name - As listed in this document refers to an individual’s legal name.
2. Semester - Defined by the university’s Office of the Registrar and as approved by the Faculty Senate.
3. "Employment status" refers to the four recognized work schedules of full-time, part-time, temporary, and term.
4. Dental School - refers to the School of Dental Medicine at the Case Western Reserve University.

Roles:

1. The university recognizes three employee classifications: faculty, staff and student employee. For further details please refer to the CWRU Employee Classification and Status page.
2. Student - is registered as a student
   • Pre-doctoral (DMD)
   • Post-doctoral (resident)
   • Intern - for the purposes of this policy as a intern is registered as a student they are therefore considered to be a student.
3. Staff - "Staff" includes employees who, directly or indirectly, support Case in teaching and/or research. The employment status of staff can be defined in four ways:
   • Full-time
   • Part-time
   • Temporary
   • Term
4. Faculty - "Faculty" includes all individuals who hold academic or clinical appointments in the School of Dental Medicine. The employment status of faculty can be defined in three ways:
   • Full-time
   • Part-time
   • Temporary
5. "Student employee" - All student employment is defined as temporary and refers to a Case student whose employment is either:
   • A referral from Student Employment and restricted to 20 hours/week
   • Part of an academic program
6. Affiliates - Are either Student, Faculty or Staff, for which access requests will be handled by the appropriate method listed below.
7. Temporary employees - The position is considered of limited duration to fill a defined short term need (less than 12 months).
8. Emeritus - for the purposes of this policy they are considered to be Faculty.
9. Volunteers - for the purposes of this policy they are considered to be Faculty.

• The Contact IT Tool is used for all access changes including the removal (termination) of access.
• Self-access requests are not permitted. All access requests must come from the specifically authorized staff for each personnel type.
• Access will only be granted to the specific IT systems requested.
• The department is responsible for scheduling HIPAA Training. All individuals must complete HIPAA Training before access is granted to Dental School systems even if they do not work in a clinical area. The record of merit for HIPAA Training must reflect that training has been completed before access is granted.

1. All new pre-doctoral access requests come from the CWRU SODM Registrar.
   1. The request will include specifics for computer access, axiUm and/or other systems.
   2. The request will be provided no later than five business days after the start of classes in an academic year.
   3. The request will include the student’s first names, last names, student number, and CWRU network ID all in separate, clearly labeled, columns in a spreadsheet.
2. Upon their graduation the Dental School Registrar will submit a request for the termination of the student’s access.
   1. The request will include the termination of computer and axiUm or other access for the student class.
3. All requests for changes to pre-doctoral student’s access come from the CWRU SODM Registrar.
   1. When a student changes their status the CWRU SODM Registrar must notify IT immediately. The request will include specifics for computer access and for axiUm or other accounts to be created. The name, 4 digit School of Dental Medicine ID number and Case network ID must be provided at the time of notification.
   2. Such requests can be generated for example, as the result of graduation, terminating the program early, dismissal, a leave of absence or change in the expected graduation year for the program. This also applies for students who legally change their name.

1. All new graduate student access requests come from the CWRU SODM Grad Studies Coordinator.
   1. The request will include specifics for computer access and for axiUm or other system accounts to be created.
   2. The request will be provided one month prior to the start of the residencies.
   3. The request will include the student’s first names, last names, expected graduation/program end date and CWRU network ID all in separate, clearly labeled, columns in a spreadsheet.
2. Upon their graduation the CWRU SODM Grad Studies Coordinator will submit a request for the termination of the student’s access.
   1. The request will include the termination of computer, axiUm access, and/or any other pertinent accounts.
3. All requests for changes to graduate student’s access come from the CWRU SODM Grad Studies Coordinator.
   1. The request will include specifics for computer access and for axiUm accounts to be created.
   2. When a student changes their status the CWRU SODM Grad Studies Coordinator must notify IT immediately. The student's name, 4 digit SODM Student number and Case network ID must be provided at the time of notification.
   3. Such requests can be generated for example, as the result of graduation, terminating the program early, dismissal, a leave of absence or a change in the expected graduation year for the program. This also applies for students who legally change their name.

1. All new intern access requests come from the CWRU SODM Grad Studies Coordinator.
   1. The request will include specifics for computer access and for axiUm or other system accounts to be created.
   2. Only interns in the departments of Oral and Maxillofacial Surgery (OMFS) and Oral and Maxillofacial Medicine and Diagnostic Sciences (OMMDS) are eligible for access to clinical systems.
2. Upon the completion of their experience the CWRU SODM Grad Studies Coordinator will submit a request for the termination of the intern’s access.
   1. The request will include the termination of computer, axiUm access, and other pertinent accounts.
3. All requests for changes to intern access come from the CWRU SODM Grad Studies Coordinator.
   1. The request will include specifics for computer access and for axiUm accounts to be created.

1. All new Faculty access requests, including volunteers, come from the CWRU SODM Dean’s Office.
   1. If the Dean's office is not available to make such a request, the request can come from one of the following parties:
      • the Associate Dean of Clinical Operations
      • the CWRU SODM Business Manager
      • the CWRU SODM CFO
   2. The request must:
      • include specifics for computer access, axiUm, and/or other account(s) to be created
      • be provided no later than five business days prior to the start of the Faculty member’s service
2. Upon the completion of the faculty member's employment the CWRU SODM Dean’s Office, or the department chair for the department they served under, shall submit a request for the termination of the Faculty member’s access.
   1. The request will be provided no later than five business days prior to the end of the Faculty member’s service.

1. All new staff access requests, including student workers, must come from the CWRU SODM Business Manager. If the CWRU SODM Business Manager is not available, the request may come from the CWRU SODM CFO, or from the Dean's Office. Student workers access request/changes also can be placed by relevant Department Chairs offices in departments where the student worker will perform activities.
   1. The request will include specifics for computer access and for axiUm, or other system accounts to be created.
   2. The request shall be provided no later than five business days prior to the start of the staff member’s employment.
   3. All departments must, at the beginning of each semester, submit a list of student workers to the CWRU SODM Business manager which will include new, continuing and departing student workers. Each department is responsible for maintaining a current list of all student employees in their department.
2. Upon the termination of staff employment the CWRU SODM Business Manager will submit a request for the termination of the staff member’s access. For student workers this request can also be placed by relevant Department Chairs offices in departments where the student worker performed activities.
   1. The request will be provided no later than five business days prior to the end of the staff member’s service (including student employees) with the exception of special circumstances (such as immediate employment termination) in which the request can be provided immediately.

1. The request for access must come from the data owner.
2. The request for access shall explicitly state the Case Network ID for the person(s) who is to be granted access or who is to have their access removed.
3. The request for access shall explicitly state what data/folder the access request is for.
4. The request must explicitly state the level of access (read only, write, etc.) to be provided.

To be granted access to the Dental School’s Electronic Health Record (EHR) the following steps must be followed:

1. Have a valid CWRU Identification card.
   • If you do not have a valid CWRU identification card or are in need of a new one, your department will have to request one from Access Services by sending an email including the following information:
     1. Full name
     2. Network ID
     3. Duration of access requested
     4. Department speedtype for $25.00 ID Card fee.
     Email requests are to be forwarded to: access@case.edu
   • Once Access Services has received this email from the department administrator, you can go to Yost Hall, Room 102, with a copy of their contract or HR paperwork to receive their identification card.
2. Have a valid CWRU Network ID.
   • If a department administrator is unsure if the requestor has a network id assigned, they may check it by using the activation page and entering their information
   • If the requestor does not have network id assigned, an affiliate id can be requested by the authorized staff for the personnel type (see above).
   • If the requestor has a network id assigned but has never activated the account, they will need to activate their own account (https://its-services.case.edu/my-case-identity/activate/).
3. Have an access request submitted (See Access Request Policy section II Submission Method for Access Changes for the proper procedure)
4. Once these steps are complete, the requestor will go in person to the Dental School IT offices (DOA300 or DOA13A on Ground or 204E on floor #2) with their valid CWRU identification card to activate their EHR Account.

1. The assigned the CWRU SODM IT Team member will check the record of merit for HIPAA training to ensure the end user has completed HIPAA training. If the end user was in the record of merit from previous employment, the CWRU SODM IT Team member will move the status to ‘active’.  If the end user is not in the record of merit, the CWRU SODM IT Team member will inform the department that the user has not yet completed training and access will not be granted until HIPAA training has been completed and the record of merit updated.
2. The assigned CWRU SODM IT Team member will check that the end user's CWRU Network ID is activated.
3. Following completion of HIPAA Training, and activation of the user's CWRU Network ID, on the date and time requested, the CWRU SODM IT member will:
   • add the end user to the requested Active Directory Access Groups.
   • add the end user to the appropriate Google Apps Organization for them (School of Dental Medicine Student, Staff, etc.)
   • a clinic software account will be made for the end user with the requested access level and set locked pending the end user setting their password for the system.
   • meet with the new hire to explain network drives, proper problem reporting procedure and see if they require assistance in setting up email or other common computing tasks.

1. The CWRU SODM IT Team member who owns the access request ticket will:
   • Terminate the end user’s access at the requested date and time (normally end of the day) by removing the user from CWRU SODM Active Directory Groups and (if applicable) disabling their clinic software account(s).
   • Change the end users’ status to ‘inactive’ in the HIPAA Record of Merit
2. Access will be periodically audited as part of Quality Assurance’s HIPAA retraining compliance. The the CWRU SODM HIPAA officer will provide a list of users found in the audit whose access is to be revoked.

1. All requests over $200 must be routed by the CWRU SODM  IT department through the Finance and Administration office for approval. Equipment or Software that is expected to be supported, integrated with existing systems, or connected to the CWRU SODM network, should not be ordered without consultation with the IT department.
   • New PC (computer or laptop) requests need to be submitted a month before they are needed.
   • General equipment requests need to be submitted two weeks before they are needed.
   • Non-standard equipment requests will need additional lead time for non-standard ordering processes to be completed and for compatibility checking with existing systems and system security.
   • Software ordering requests need to be submitted one week before it is needed.
2. Requests must include the business need for the new equipment or software.
3. CWRU SODM  IT will generate a quote (“Cart”) from one of the University’s preferred vendors. If the item is not available from a preferred vendor additional permissions may be required which can delay the purchase request.
4. The quote or “Cart” will be assigned to the individual in the department responsible for ordering equipment (most often the Department Assistant). This person is responsible for ensuring that the order is placed.  CWRU SODM IT does not order equipment.
5. Equipment should be shipped to the Dental School IT Department. If it is mistakenly delivered to the end user’s department, it is the end user’s/department’s responsibility to direct the delivery to the CWRU SODM  IT offices.  Otherwise, the CWRU SODM  IT department should be informed to collect the item for proper configuration and/or installation

1. Physical movement of technology equipment from one office/location to another must be coordinated with CWRU SODM  IT department for the purposes of inventory maintenance and quality assurance.

1. Dental School Electronic/technology equipment should be returned to the CWRU SODM  IT department when no longer in use. The CWRU SODM  IT Department will determine if the equipment is still useable (in which case it will be redeployed as determined by the CWRU SODM  IT Department), recyclable, or if it needs to be disposed of.

   Equipment relinquished to IT is no longer a part of the individual department’s inventory

   • Only equipment which is CWRU SODM property is eligible for disposal by CWRU SODM IT.
   • Electronic/technology equipment that contains data will have the data storage media (hard drive) physically removed and electronically overwritten with a thorough overwriting process. If the data storage media is not able to be wiped, it will either be shredded/destroyed in house (in the case of small media) or disposed of through a vendor for industrial shredding.
2. CWRU SODM IT is responsible for removing terminated devices from the network registration (if applicable), removing it from Active Directory (if applicable), and updating internal inventories as to the decommissioning of technology equipment.