Gainsight/CustomerNotes/Papa.md

# Papa

## 8/30/2022

* Issues that may happen:
  * ADP is the brain - Integration
  * Transferring from LMS
  * Corporate & Care on Lessonly
  * Pals on Northpass
  * Integration with Snowflake and Looker in Phase 2

### People

    * Katie - Senior Learning - Care Team
    * Lizzy - PM on Katie's Team
    * Mini - Senior Training on Care Team
    * Becca - Learning Content Dev at Care Center
    * Yvette - Directors in Care Center - Inbound member PAL/Employer Teams
    * Sarah - Employee Experience & Culture Team
    * Amanda - HR Ppl partner, Biz Operations - Integrations for Compliance
    * Zeke - Dir of Compliance, works with Cheif Compliance Officer
    * Melanie - Sales Training & Enablement - new biz and CS success - use it for the sales team, self-directed, accountability as well
    * Natasha - HR Generalist for HR Operations (under Amanda)

### Level Setting & Introduction

    * Northpass was already being used for PAL Training & Support
    * Separate Instances for Internal Side & External Side
    * Lessonly Contract Expires on October 4th

Katie & Lizzy never want access to the Pals side
People should be in isolated instances
Care center vs Pals

ADP Integration -
Okta SSO - Ted, Security Team

## 10/03/2022

* Rebecca has been in Northpass a lot as the main creator
* Needs some clarity on items
* Not using the platform in an ideal manner
* Didn't double check all the quizzes that were put in
* Drew's team also made more than a few mistakes putting in Quizzes
* Currently, Papa wants quizzes and assignments to be a single assesment
* They also want there to be grading and adjustments to the grading after completion
* Instead, we will have to create properties and custom code the weights to create a per-quiz grade and a final, weighted average quiz.

## 10/04/2022

* Meeting with Tedd - Okta has joinpapa.com
* It is being sunsetted and everyone is moving to papa.com
* Q1 2023
* Possible solution is to add a regex to the logic and ignore joinpapa.com
* Is there anyway we can move everyone to papa.com even sooner?
* Northpass is grabbing the SSO Id that's being provided by the regex, but we're also grabbing another parameter, which is an email
* Kaitlyn set up a sandbox to further test this. Ted has been invited.
* Mostly, they want to test what happens if we update someone's email (joinpapa), will Okta overwrite upon next login and revert to joinpapa?
* We need to map Okta/Papa's user.name to northpass' current_person.email
* Ted to setup okta in sandbox and test mapping of the papa username to northpass email.
* Northpass is requesting a base attribute in Okta, which can't be edited. This attribute is called user.name or username
* We can't update or make a variable of that base attribute. That variable is mapped to the Okta Username. Which is joinpapa.com
* This attribute in okta is called: schoolkeep_gc.bi1994
* On the call, Ted said the following happened:
    1. He changed his username to papa.com and removed the join
    2. He logged out of Okta, but then said it didn't work
    3. Then removed himeself from the group he setup.
    4. Then waited for Okta to resync
    5. And then has added himself back into the group.
    6. However, it still logged him in with joinpapa.
    7. Kaitlyn suggested to delete both of his accounts in Northpass
    8. His deactivated account in Northpass is showing up with papa.com
    9. Kaitlyn then deleted both of his accounts in Northpass
    10. And then Ted was instructed to log back in.
    11. And that worked!! He has the proper email and SSO UID!

## 10/10/2022

* Lots of chat about structuring the content
* They are okay with my proposed changes of a single group with a single set of courses for onboarding
* But say things change from week to week and need to be updated
* We may have to pull all analytics as as CSV and then delete the course if they continue down this path
* QuiZ Leader Board - show ALL learners within a group. This is in Single Quiz Results. All people within a single dashboard.
* Closing thoughts by Lizzy: for the coming weeks, the courses will have to remain the same
  * However, eventually, they should solidify some courses and move towards asynchronous onboarding
  * Perhaps hold to this training for x months, and then try out a new method
  * In the new year?
  * Lizzy wants to talk to leadership and ask them some questions
* We need to follow up on Tedd and get on SSO stuff.
* He isn't responding to Lizzy either.

## 10/17/2022

### SSO Meeting

* Not really an SSO meeting because Tedd still hasn't shown up.

*Other Items*

* No cohort this week
* New Cohort week of 41 people
* They are unsure what's going to happen next week, they are unsure
* Awaiting a "Dashboard" live for next week
* Mini played around with sending reports to email etc and they want to get better at data analysis
* Rebecca: inbound, first 10 days, are pretty well made and stabilized
* Concerned about 508 compliance as FROALA doesn't auto-stylize links to underline and blue
* Mini doesn't like that archived courses show up in drop downs. They want to be able to NOT see archived courses when adding a new course to a group.
* Lizzy came up with the idea of having people be managers to *only* show the courses they should be seeing.

*Analytics for Trainers*

* Trainers having analytics issues
* Timeout and stalling issues
* Not the same options?
* Check for Manager permissions, and which courses they can manage and what analytics options they have.
* Mini went in and change all the manager permissions and made Gthem the same across the board
* They shouldn't be deleting anything.
* Asked for screenshots from the trainers re: analytics issues.

## 10/24/2022

### Meeting with Tedd & Papa

* After much hassling, Tedd finally showed up for a meeting!
* He said, when they create new accounts via SSO, Northpass is requesting a few items for that intial creation and login.
* Here are the requests:
  * Full Name
  * Email Address
  * SSO UID
* What's happening is:
  * He has two accounts, one is created based on group assignment in Okta, one from Northpass
  * Everything is setup for the username to be picked up
  * When he goes into his Okta dashboard, and clicks on Northpass SSO
  * Drop down of profile shows papa and everything "appears fine"
  * Email shows up in SSO UID
  * To get this to work and show up as above, he had to do a few things in his profile.
  * Said this is not how they usually setup and provision accounts with vendors.
* Tedd is sending the correct information at the first email, but upon the second email, he is sending this SAML stuff, and the wrong email is being sent.
* Kaitlyn to write  up what Tedd needs to do to get the correct email.

## 11/07/2022

### Weekly Monday Sync

* Lizzy's items:
  * First and foremost - SSO - will Lizzy/Kaitlyn's plan work? It should!
  * Anyone who is deactivated according to Northpass will not be able to login unless they are reactivated
  * Kaitlyn suggests we just delete everyone
  * This way we can start totally fresh with these users
  * Users without an SSO UID have never been activated or entered Northpass
  * Active, current users will not be affected at all.
  * Lizzy is referencing a few "one offs" whose training material is now in a different account? ie. Carmen Macias
  * Criteria for deletion: Deactivated with no SSO UID
* For new people, do we have to wait for their activation to add them to a group?
* You could add them on Friday and add them to their group upon invitation.
* There is a high "no show" rate, so they need to be added that Monday of the first class.
* If these no-shows are removed from Okta, they will be removed from Northpass and/or inable to access Northpass.
* Pre-adding them to the group just takes away an extra step on Monday, because when they activate on Monday, they will just slot into their pre-created group.

### Chapin & Shala from Pal Onboading

* Pal Onboaring might be a black box/grey area of who owns it
* Chapin works in Pal Engagement
* Shala, VP of Marketplace and Ops (Chapin reports to Shala)
* Fill rates, engagement, etc is all under their purview.
* Pals have a webapp for onboarding training and then a mobile app
* Most Pal notifications are via email.
* Lizzy had given an update/presentation about Northpass at their ops meeting
  * This is for the Visit Success team
  * They fulfill Pals Visits
* This generated some interest from various teams, such as the above.

### Mini/Becca Care Center items

* Stef Owens, sowens@papa.com, Group: New Hire 10/31, Course 6.1 & 6.2
  * What she is not seeing - some course updates
  * She is going in through Okta, entering Northpass, and clicking "Learner Mode"
* Some new course versions and various items are not updating to her end.
* Publishing continues to be confusing for Becca

## 11/17/2022

### Thursday Sync - No Agenda

Two items from Lizzy:

* Chris and Anneliese were first invited without SSO. Now that SSO is setup, Kaitlyn had some questions about those two users.
* Okay to delete since they are currently using SSO.
* No class this week, the last one was 11/7. Next class is the 28th.
* Not happy about the 6 hour analytics  update
* The trainers need to go over the exam within an hour to speak to the individual
* Items trainer needs:
  * Specific answers to questions
  * Overall score

## 11/28/2022

### Weekly Sync - ADP Questions

How does the integration work? Stock integration should go quicker, correct?
They are trying to figure out the difference between agents and care team people like Lizzy, Mini, etc.
Position ID in ADP?
All agents have the same position ID number. Do Mini and Lizzy have the same ID?
Do agents need learning data? What is the main objective of getting data into ADP?
Where is this need of ADP coming from? Always on the roadmap, Lizzy trying to get ahead of it.
Hopes that in the new year that there will be new trainings in Northpass and can those integrate into ADP.
Lizzy thinks it may take 8... EIGHT... weeks to get an ADP resource to help us with the integration.
Another question from Lizzy: training for content creators is next Tuesday. She wants to know:

* What prep work does she need?
* What do we have to do?
* What are the next steps?
* How to structure the training?
* Permissions?

DONE: Plan agenda and meeting for Papa. Send her my notes.
DONE: Decide on Slack Channel for Papa Onboarding.

## 12/14/2022

### Training Rest of Papa Team

DONE: Create Support Slack channel with Tracy and Courtney as support people
DONE: Manager access for everyone on the call with a single course assigned to them.

## 12/15/2022

### Checking with Other Papa Teams

Chapin - Director in Marketplace Operations Team
There since May, fairly new to Papa
Responsible for Pal engagement

Before he started, there was little talk about Pal engagement
Running out new items and metrics for engagement
Pal education is now his responsibility.
Legacy Coursework in Northpass
Northpass is linked from a resource on Papa
Currently it is a light set of criteria to be a Pal - age, background check, healthcare experience is not needed.
Pals join a lifecycle path.

Metrics: Understanding who completes what courses and connecting them to Pal value and LTV. Trying to understanding if these courses are enabling PALs to be more successful.
Reduction of tickets would also be nice.
Huge opportunity to retain PALs more.
PAL NPS is top of mind - it has been trending up, but it trended down this month.
Not sure why, PALs might say one thing.
"Admin" Homemade CRM for PAL information.

Implementation call for 60 minutes, 2nd week of January.
9-13th
Ask who else should be on the call.