Gainsight/CustomerNotes/Talkspace.md

# Talkspace

## 06/28/2022

Talkspace Call - 6/28/22
Training Call for Madison & Marlene
Invite Ummey
Molly optional

Worse case in deleting and recreating the course
Many people with 75% of the course
416 tickets of people with errors
52 people completed the learning path
Rest of comments are around the harassment and cyber course

Would new ones work better? Not guaranteed

Understanding from Norm:
Who is in charge of all courses?

William Bell (Kipp)
Cyber Security
Harassment showing 100% in NP
Not in BBHR
CS: still due
Harassment: Still due
Contact Patrycja

Amanda Corriveau - she needs admin access to BBHR/NP but shouldn't be able to access Course Marketplace
Both need BBHR to connect courses, Molly in 2nd instance
Molly should not have access to course Marketplace

* Ratings for internal use only, once someone rates, the rating disappears
* Can we bring in opensesame ratings as well?

## 7/12/2022

500 errors tickets from people
Test out the new learning paths from Ummey's email and check that they work
August 1st goal of completeing the new courses
Especially the Cultural Competency course

Internal service errors keep happening
As early as last week

We need options for outside of the learning path
Learning Paths - two other schools re not having learning paths errors

Molly needs help with: anyone who is not at 100% (for CA and non-CA) Compliance July and CA July the LP on dashboard needs to be removed. This way they don't get assigned a new one and then take the old one.

* [X] Pull analytic and bulk remove the LP from those people

Can a learner self-select their role? Separate comms for each group?
Comms each group are necessary
They shouldn't need to switch groups once in this
Pre registrations

Non CA link, 740 attempted learning path
And 500 complete (this is a good number)
160 have completed 75% (top 3 courses)
50% would be fraud & hippaa
Molly wants to try... 500 people get a message saying "you're going to see messages, please ignore"
160 get invited to a group with the remaining courses

* 8/26/2022
  * They are going to pay everyone no matter if they completed courses or not
  * We need to SHUT DOWN Courses without losing all this data
    * For Learning Paths, Compliance 2022, Cross Culture, April Learning Path, June Learning Path, July Learning Path
    * Deadline for shutting down courses: Tuesday, August 30
  * Molly told steve he's worked with a lot of homegrown LMS that were a pain to use

## 08/04/2022

### Meeting with OpenSesame re: SCORM files

* Possibly missed events!
* Opensesame only sends complete/incomplete - values could be 0 or 1, or whatever the cmi.core.value are
* Communicated via API
* RPX now is OS' social sign on and SSO communication
* Osano is used by OS but not sure how it would factor in

## 9/21/2022

* Overall, things are going well!
* Ensure the button color change gets changed
* QMC Audit, training audit by third party for training completed
* Rebecca Jewel, to reach out to Virun, Chief Medical Officer for this audit

## 10/11/2022

* No date set for rolling out 2023 - sometime in January
* Molly will set up and then Test internally, possibly ask us to test as well?
* Wants to know if we can combine Looks in Looker for data
* Needs to combine Northpass data with their data. They want to look in Looker at which 1099 has not clicked a link. Basically, they need to compare a Northpass list of enrolled learners with a list of Talkspace 1099s that have received an email.

## 10/11/2022

### Meeting with Emile from Bellwether

* Ask Ummey if activitiy specific information would be helpful?
* Currently they are pulling learning path data

## 10/18/2022

* Ummey was letgo with the current round of layoffs. Only two people joined our weekly sync... not everyone else was let go. But lots of fear.
* Still no resolve with OpenSesame. They are very concerned that this will cause issues in 2023.
* Nervous about job cuts and if this continues, Molly and her team will be on the chopping block.
* OS not offering any solutions. They don't even know who their CSM is.
* Norm to do a few tasks to help see if we can push this through.
* Madison, on Ummey's team, is a contractor and last day is November 10th.

## 10/25/2022

* Jenna, People Ops, has joined the call.Ummey was her manager.
* Will be attending weekly meetings
* Schedule an additional meeting for training
* Talkspace needs to figure out roles for Northpass.
* Very busy, picking up where Ummey left off
* Overwhelmed with Ummey's workload
* Jenna and Molly to meet to discuss specific compliance/Talkspace needs within Northpass
* Madison told Jenna everything she already knows about this implementation.
* The biggest knowledge gap is Ummey's specific tasks.

### Gracie and Fountain

* Gracie had some time with Molly, but then cancelled and said she followed up with Nicole. But unclear about what.

### Jenna & Hand off

* Asked about BBHR
* Lots of questions to Jenna about trainings not showing up as complete. Flashing button is implemented.
* Offered to reach out to support for figuring stuff like this out, and that we need emails and screenshots to successfully debug.
* In terms of NPP instance, are they all in Northpass? Yes.
* Jenna is currently doing an audit of HR and trainings and asked about groups within each instance, etc.
* This is a separate audit from the QMC.

## 10/27/2022

### Amanda Meeting about Internal Training

* Is there a way for me to mark a learner manually complete on a course if Northpass is not recording the completion?
* You mentioned in a previous meeting that we might be able to set passwords and/or notifications up for specific milestones of training, how can we set this up? Is it something I could be given the functionality to add/remove/change as needed?
* Would publishing new scorms affect notifications and passwords?
* Can learning paths be branded with a specific color or banner without removing any branding or color from the courses within the learning path?
* Is there a way to automate assignment + comm of refresher courses at specific tenure dates?

*Notes:*
    *She has already created some courses
    * User errors, things not showing as complete.

### Jenna & Angel Questions & Tour

*Questions from Jenna:*
    *What she wants to accomplish is where Talkspace is with Northpass as a whole.
    * How many schools? People in each school? What is in each school?

*Jenna is auditing the NPP and Core School*

## 11/09/2022

### Jenna and Angel again

* Jenna only showed up
* Audit is in progress
* Moving Forward:
  * Molly owns 1099
  * Angel owns NPP
  * Jenna owns Core (contractors & employees)
* Jenna is *NOT* Auditing the 1099 Academy
* Has all the data she needs
* Kai to remain as owner of NPP and Core instances. She is the BBHR Admin that can turn on connection
* Molly changed as owner of 1099 school
* Norm as backup for Kai if she is unavailable.
* Jenna: Amanda has a really good grasp on groups and onboarding people.
* NPP Discrepancy: BBHR is not updating course progress from Northpass. Northpass is updated and shows 100% completion for many courses. BBHR doesn't have the correct percentages.
* Jenna to share a CSV of of all people that should be deleted from the instances. One for Core and one for NPP.

## 11/15/2022

### Sync regarding Group Enrollment

Nicole and Taylor have been brainstorming the following:

* If people have completed the courses in 30 days
* How to get courses to people? There are many groups.

Molly and Taylor want more control of the process. They are trying to remove Fountain from the equation.

**Steps in Fountain:**

1. People attest that they are seeing clients
2. Get Access to Compliance Courses

## 11/22/2022

### Weekly Sync

Angel/Jenna meeting with Integrations person. Follow up next week.
DONE: Schedule Brainstorming session with Molly and Taylor for automating the Fountain > Compliance Courses.
Amanda: Course setup as linear, Course example: B2B Introduction to B2B.
DONE:  Schedule meeting week of 12th with Amanda. Email beforehand with homework to bring some automation ideas & systems they want to connect to.

## 11/29/2022

### Nicole to learn about Webhook Fountain & Automation

My question: How does an email enter Fountain?
They fill out a form and the email enters Fountain. People can amend their email after etc.

### Second Meeting - Standing bi-weekly

*Jenna*
Jenna meeting with Mary Potter today to review compliance courses.
She is still going through audit and will be done before the end of the year.

*Molly*
Follow up item on cert for learning communities. Can we get a custom certificate for learning communities? Totally custom? Or just add a CEU/Legal Notice.
Two different cert boards, might be two different certs for each board.
Other items:

* Reporting.
Molly met with Mary Potter this morning (she is head of compliance). They are able to get everything they need except two things in Northpass:
* Start Date -> What is that date? When they say they are seeing clients? After Getting Started Course, etc. Once they choose the start date, they need to be able to tell who has and who hasn't completed courses 30 days after that date.
* If they haven't clicked the link, we don't know who has started.
* Talkspace is not sure where that date/number should live.
* Talkspace needs to define what a "Start Date" is for people. Is it after the Getting Started Courses? Is it when they activate in their group in Northpass?
* This is Talkspace started

## 12/6/2022

### Auto Enrollment into Groups

DONE: -can NP trigger an email after course completion?
TODO: -can we see the analytics/details of the email and who it was sent to?
DONE: -can we receive an automated report of providers who have been assigned the training but 1) haven’t accessed the training, 2) started but have not yet completed the training.
DONE: Turn on Workflows for 1099 School and create course completion email workflow recipe.

## 12/16/2022

### Amanda & Workflows

Her Ideas:

* Email to her when someone completes a course
* Auto Enrollment after certain amount of time or tenure - Course Completion is a solid threshold
* Emails to supervisors when someone hasn't completed a course.

Course to test: Psychiatry Tickets Training
c147d36c-3416-49e2-b665-37342d215d9a,

DONE: Add total completion percentage column to Group Reports.

## 12/22/2022

### Random w/ Jenna & Kay

DONE: Delays with Webhooks. Upon course completion webhook, wait 11 months, reset or revoke course progress.
Other pressing question: She has a list of selected/approved courses (awaiting feedback from Mary Potter), and wants to make sure all the courses are up to date with the most recent content. She wants to make sure they are setup well.
Jenna to send the list of courses that she wants us to check and make sure they are up to date.

## 01/03/2023

### Workflows & Reports

Therapists have 30 days from the date they completed the managed care course.
Add when they completed the entire group of training
Need to know:

* Date Managed Care/Getting Started Course completed (Start Date)
* All Compliance Courses Completed (Completion Date)
* 30 difference/requirement between those dates.

## 01/24/2023

### Custom Reports

From Molly's Email:
> Requesting a custom report that shows prescribers who have completed the 1099 Prescriber: Getting Started at Talkspace, but has not completed any compliance group.
> Requesting a custom report that shows providers who have completed 1099 Provider: Talkspace Managed Care Plans but has not completed any compliance group.

Goal: They need to communicate with the people who have not completed the compliance courses within 30 days.

TODO: Add Column with Date Complete of Getting Started or Managed Care. They would like a single spreadsheet with everyone's completed courses.

## 01/31/2023

### Molly/Jenna

Molly wants to send an auto-email that shares training and support resources as soon as they are done with the course.
Course = 1099 Provider: Getting Started with Talkspace
Molly to send copy and links. These shouldn't be a worry cause its a different course with different content and triggers.
TODO: Set up new Workflow with 1099 Provider Course as the Trigger.

## 02/27/2023

### Jenna: Changes at Talkspace since we last spoke

Molly was fired.
Kai has a new opportunity with a new team, which is why Erica is joining the meetings.
Nicole is now spearheading all the provider trainings.
Erica is the BBHR admin and will be the Core Owner for the integration.

feb 17 - 1 course
feb 21 - 3 courses

No course progress data is showing up in BBHR.