FITS© CSM User Guide - The Provincial Language Service
Contents
1. Provincial Language Service Acholi Croatian Afrikaans Czech Akan Danish Akateko Dari Albanian Dene Amharic Dewoin Arabic Dinka Armenian Duala Ashanti Asante Twi Dutch Assyrian Estonian Azerbaijani Ewe Bahnar Fante Bambara Farsi Persian Bantu Finnish Belarusan Flemish Bengali French Bosnian French Creole Brazilian Portuguese Fukienese Bulgarian Fulani Fulfulde Fula Burmese Fuzhou Cantonese Ga Cape Verdean Gen Cebuano German Chaldean Gokana Chamorro Greek Chaozhou Teochew Gujarati Chin Haka Burmese Chuukese Trukese Hakka pacificinterpreters THE Provincial Language Service Haitian Creole Hebrew Hindi Hmong Hungarian Ibo Igbo Ilocano Indonesian Italian Japanese Jarai Javanese Kanjobal Q anjob al Kannada Karen Pa o S gaw Khmer Cambodian Kinyarwanda Kirundi Koho Korean Kpele Krahn Krio Kunama Kurdish Sorani Kurmanji Lao Latvian List of Languages Lingala Pangasinan Swedish Lithuanian Papiamento Tagalog Filipino Luganda Pashto Pushto Tai Dam Luo Polish Taiwanese Maay Rahanween Portuguese Tamil Macedonian Pulaar Telugu Malay Punjabi Thai Malayalam Quiche K iche Tibetan Malinke Rade Tigrigna Tigrinya Mam Romanian Toishanese Mandarin Russian Tongan Mandinka Mandingo Samoan Traditional Chinese Marathi San Miguel Turkish Marshallese Santa Eulalia Twi Mayan Aketeko Saraiki Tzotzkil Mien Serbian Ukranian Mina Gen Serbo Croatia2. FITS CSM User Guide How to Request Interpreting Services Online Version 2 August 2010 e THE Provincial Language Service A program of the Provincial Health Services Authority About FITS CSM FITS Customer Service Module CSM is a secure web based interface that enables customers to pre book modify and cancel appointments online all without having to install any software FITS CSM is accessible via the Internet 24 hours a day 365 days a year Types of FITS CSM Accounts There are three different types of CSM accounts each with different levels of access Requester able to request an interpreter modify or cancel an existing request view current requests view history of requests e Manager able to view and print reports of interpreting services usage Administrator able to perform all Requester and Manager functions About the Provincial Language Service The Provincial Language Service PLS strengthens the capacity of organizations to provide prod ucts and services to the linguistically and culturally diverse public through quality interpreting translation consulting and training Established in 2003 to support the agencies of the Provincial Health Services Authority PHSA PLS now offers services to a variety of clients in both the public and private arenas Table of Contents Logging In 1 Homepage 2 Submitting a New Request 3 Viewing Current Requests 4 Modi
3. 3 4 Enter https plscustomer phsa ca into your browser s address bar Click on Favorites or Bookmarks in the menu bar on the top left hand side of your browser window Click on Add to Favorites or Bookmark This Page first drop down option Another box will appear click Add or Done When you need to book an interpreter simply open your Internet browser click on Favorites or Bookmarks and choose PLS Interpreter Booking CSM FITS CSM User Guide August 2010 FITS CSM Homepage The FITS CSM homepage describes all areas of the system available to the user These areas are limited by the type of account you have THE Provincial Language Service Username cardiac Organization Cardiac Surgery Wdicome to the Provincial Language Service To begin select one of the following functions by clicking on the button below or on the navigation bar above New Current Request Requests equest Home EQUES Reports History To feturn to this To submit a pale from any request for an dkher page interpreter To view and or To view all requests To view statistical modify any for an interpreter utilization reports upcoming requests that occurred in by language for an interpreter the past month and day that you have submitted D Better health A program of the Provincial Health Services Authority Change Password To change your password Provincial Health x Services Authority Province wide sol
4. pour sr wet st a HEA G4 aT fenr aR XT GET ATT Farsi IF uo ld Wal es bj ta t sans olii d ste paste US lye Russian w Pyccku Tlokaxure KAKUM A3bIKOM Bbl BNageeTe Bac coenuHsr c nepeBonuvkoM SRRITBoBGEUET Arabic IF Spanish ts Espa ol ak NT atia aj Por favor se ale su idioma y dicla N irt G llamaremos a un int rprete Japanese iS BAB Tagalog t Tagalog CASORBEBELCGIED Pakituro mo ang iyong wika Magpapatawag ako ng interpreter tagasalin ng wika Korean cS eo lola RIA FAS LED aan Italian Italiano Indicare la propria lingua Verra chiamato un interprete Portuguese 1 amp Portugu s Por favor indique seu idioma e chamaremos um int rprete Polish US Polski Wybierz jezyk kt rym sie pos ugujesz Wezwiemy dla Ciebie tlumacza FITS CSM User Guide August 2010 10 Viewing Reports of Interpreting Services Usage The Reports section of FITS CSM enables users with Manager or Administrator accounts to view reports of interpreting services usage The reports will show total number of requests including total provided cancelled and unmet estimated billable hours and estimated costs for any given time period organized by month day of the week or language To view a report 1 Click the Reports link from the main navigation bar or from the FITS CSM homepage 2 Select how you would like the statistics organized by month by day of the wee
5. 10 Viewing Request History The Request History page s lists ALL the requests that have been submitted from your service area that have already taken place To view historical requests click on the Request History link from the main navigation bar or from the FITS CSM homepage Sorting Historical Requests By default the requests are sorted by date 1 To sort by a different column click on one of the underlined column names 2 To change the order of requests click on the column name and an arrow will appear indicating that the list is sorted in ascending or descending order Click on the column name again to reverse the order Searching Historical Requests If you wish to find a particular request and know the reference number of the request 1 Click on Find a Request in the right navigation menu 2 Enter the reference number of the request you wish to find 3 Click the Go button If you wish to find all the requests within a particular date range 1 Enter the start and end dates by typing them in the format MM DD YY YY or by clicking on the calendar icon 2 Click the Go button Lanquage Status Location FITS CSM User Guide August 2010 Accessing Further Resources and Tools The FITS CSM Resources page contains tools and information materials available for download including this user guide To access the Resources page click on the Resources link in the main navigation bar or from the FITS CSM homepage
6. e Only interpreting requests for sessions more than two 2 business days away may be modified online For requests less than two 2 business days away please contact our office at 604 675 4099 or toll free 1 877 BCTALKS 228 2557 To modify the date time location or any other detail of an existing request for interpreting services 1 Select the request you wish to modify by either a Clicking the Current Requests link from the main navigation bar or from the FITS CSM homepage and then clicking on the Request or Date of the request you wish to modify OR b Click on Find a Request in the right navigation menu enter the reference number of the request you wish to modify and click the Go button Click on the Modify Request button at the bottom of the pop up window Click on the Ok button to confirm that you wish to modify the request Make the changes to the request details When finished click on the Submit Changes button at the bottom of the form See OY y A confirmation page will appear indicating you have successfully submitted your changes This page may be printed and stored in the patient client s file if required 7 To view your updated request click on the Current Requests link from the main navigation bar or from the FITS CSM nomepage see page 4 4 for details on Ang requests Deta p E a REQUESTER S INFORMATION REPORTING RD OR BILLING INFORMATION First les ina s Service Area Cardiac Surg
7. e same patient client at the same location By duplicating a previously created request with the same patient client you avoid re entering the patient client s information and session location for each new request Note Be sure to double check the language field when duplicating requests Note Some fields such as whether a reminder call to the patient client is required are NOT duplicated If a reminder call is required you will have to select this option each time To create a new request by duplicating an existing request for interpreting services 1 Select the request you wish to duplicate by either a Clicking the Current Requests or Request History link from the main navigation bar or from the FITS CSM homepage and then clicking on the Request or Date of the request you wish to duplicate OR b Click on Find a Request in the right navigation menu enter the reference number of the request you wish to duplicate and click the Go button Click on the Duplicate Request button at the bottom of the pop up window Click the Ok button to confirm that you wish to duplicate the request Make the changes to the request details When finished click on the Submit Request button at the bottom of the form cO uU d W N Aconfirmation page will appear indicating you have successfully submitted your new request This page may be printed and stored in the patient client s file if required FITS CSM User Guide August 20
8. equests For multiple appointments with the same patient client new requests can also be created by duplicating a current or historic request Please refer to page 7 for instructions EE PERSON COMPLETING THIS REQUEST FORM First Name Last Name d REPORTING INFORMATION Service Area Cardiac Surgery Phone Number Phone Ext GoaJiooooa Email PATIENT INFORMATION Number of Patients Single Patient O Multiple Patients O Family Conference First Name Phone Number 1 Last Name Phone Number 2 Patient ID 822422 2 9 1234567 Parent Guardian PROFESSIONAL ATTENDING SESSION Title Job Name Erai Phone Number Phone Ext Mobile Number Fax aan Appointment Type In Person O Phone Session Location Se a P ius IChild amp Family Clinic Request Date E Week Day Child Protection Service Unit Children s Heart Centre Eiern mmfdd yyyy Cleft Palate Craniofacial Clinic z mmu v Session Address 4500 Oak S Alternate Language wj 4500 Oak Street Fexble Time No O Yes Oy Vancouver x Appointment Time Start as v 00 v End 0 v 00 v Room he 24 hour clock ER E joo Ri ea LINE Additional Instructions 3 E v EXE PREFERENCES Do you need the interpreter to be a specific gender No Preference vj Do you pref
9. er a specific interpreter for this appointment No Yes I need Yes I would prefer Do you need the interpreter to remind the patient of the date time and location of the appointment No Yes PURPOSE OF APPOINTMENT Assessment Consukation Conference Call Diagnostic Test Pre Admin Admitting Therapy Treatment Treatment Plan Review Legal Hearing Inquest Other Purpose SPECIAL CONSIDERATIONS Emotional Content Graphic Invasive Procedure Legal Terminology Education Teaching C Medical Surgical Procedure Clent Meeting Document Review Mental Health Sight Transiation FITS CSM User Guide August 2010 Viewing Current Requests The Current Requests page s lists ALL the requests that have been submitted from your service area that have not yet taken place To view current requests click on the Current Requests link from the main navigation bar or from the FITS CSM homepage Sorting the Current Requests By default the requests are sorted by date starting with the session having the nearest start time 1 To sort by a different column click on one of the underlined column names 2 To change the order of requests click on the column name and an arrow will appear indicating that the list is sorted in ascending or descending order Click on the column name again to reverse t
10. ery Last Name istopherson Phone Nuke 555 5555 Phone Ext Email Number of Patients Single Patient First Name James Last Name Li Patient IDs 549887 Phone Number 1 Phone Number 2 Parent Guardian PROFESSIONAL ATTENDING SESSION Title Job Doctor Name Patrick Lee Email Phone Number Ext Mobile Number Fax SESSION INFORMATION Appointment Type In Person Session Location Cardiac Surgery Language Cantonese Address 4500 Oak Street Alternate Language City Vancouver Request Date 8 16 2010 Week Day Monday Room 1F Start Time 10 00 End Time 10 45 Additional Instructions PREFERENCES Do you need the interpreter to be a specific gender Ho Preference Do you prefer a specific interpreter for this appointment No Buttons for Do you need the interpreter to remind the patient of the date time and location of the appointment No Modifying page 5 PURPOSE OF APPOINTMENT Therapy Treatment Cancelling page 6 OR SPECIAL CONSIDERATIONS Graphic Invasive Duplicating page 7 a request 7 Modify Request Cancel Request Duplicate Request Close FITS CSM User Guide August 2010 Cancelling a Request Note Only interpreting requests for sessions more than two 2 business days away may be cancelled online For requests less than two 2 business days away please contact our office at 604 675 4099 or toll free 1 877 BCTALKS 228 2557 To cancel an interpreting request for an upcoming session 1 Selec
11. fying a Request 5 Cancelling a Request 6 Duplicating a Request 7 Viewing Request History 8 Accessing Further Resources and Tools 9 Viewing Reports of Interpreting Services Usage 10 Questions 11 Glossary of Terms 12 FITS CSM User Guide August 2010 Logging In to FITS CSM Open your Internet browser e g Internet Explorer or Firefox Enter https plscustomer phsa ca into your browser s address bar OR click the Customer Login link on the PLS homepage http www phsa ca pls OR click on your favorites bookmarks link see below for instructions Enter your User Name and Password Click the Sign In button Upon logging in you will see a Terms of Use page To use the online system you must agree with these terms and click Accept at the bottom of the page All user names and passwords are issued by PLS If this is your first time using the FITS CSM system and you require a user name and password if you have forgotten your user name and or password or if you wish to set up new additional accounts please contact the PLS Customer Service Line at 604 675 4099 or toll free at 1 877 BC TALKS 228 2557 Tip Saving FITS CSM as a Favorite or Bookmark For quick and easy access to the interpreter booking page add this website as a favorite by following these simple instructions The following describes the steps for Internet Explorer and Firefox If you are using a different Internet browser the steps may differ
12. he order A program of the Provincial Health Services Authority THE Ee Provincial d Language Service ERN Monday 8 16 2010 10 00 AM 10 45 AM Cantonese Processing Cardiac Surgery James Li 48150 Wednesday 8 18 2010 8 00 AM 9 00 AM French Processing Volunteer Services CH Annie Dumais 48159 Thursday 8 19 2010 1 00 PM 2 00 PM Punjabi Processing Child amp Family Clinic Harpreet Gil 18151 Tuesday 8 24 2010 9 00 AM 11 30 AM Cantonese Cancelled Cardiac Surgery James Li 149 Wednesday 3 8 2010 7 00 AM 8 00 AM Russian Processing Children s Heart Centre Sergel Nikovski 48153 Thursday 9 30 2010 3 00 PM 4 15 PM Cantonese Processing Cardiac Surgery James Li 48152 Total Request s Found 1 6 of 6 Page 1 Status Reference Completed the interpreting session has already occured For each interpreting services request submitted a unique reference number is generated You may use Processing the interpreting request has been submitted and PLS has assigned or is attempting to assign an interpreter for the session Should there be a problem with this request a PLS representative will contact the person who filled out the request form this reference number when locating a request online or speaking to a PLS representative over the phone Cancelled the session has been cancelled Unmet no interpreter is available for this session FITS CSM User Guide August 2010 Modifying a Request Not
13. ing to a PLS representative over the phone Request An interpreting services request Requester A type of CSM account giving the user the ability to request an interpreter modify or cancel an existing request view current requests view history of requests Service Area The lowest sub account within your organization s PLS account Sight Translation The oral rendering of a written document from one language into another Translation The written rendering of one language into another Unmet No interpreter is was available for this session FITS CSM User Guide August 2010 The Provincial Language Service 300 210 West Broadway Vancouver BC V5Y 3W2 604 675 4099 1 877 BC TALKS pls phsa ca
14. k by language 3 Select a date range for the report 4 lf applicable select the data set you would like to use for the report If your organization has registered more than one specific service area with PLS then you may be able to choose whether to generate a report using data from just one service area Service Area level or data from multiple service areas Department level Leaving the Service Area drop down box empty will result in data from all combined Service Areas under the selected Department being used for the report 5 Optional Select how you would like the data organized in the report For example depending on your level of access you may be able to choose between organizing by Department or by Service Area 6 Click the Generate Report button A program of the Provincial Health Services Authority THE Provincial Language Service ii PLS Homepage Contact Us Help Find a Request Username Evergreen Organization Evergreen Community Health Centre eques Current Requests tequest Histo Select Report interpreter Services Statistics by Month iv Start Date 94 91 2010 j End Date p 9 Select Date Range 04 01 2010 jpe 30 2010 mm dd yy mm dd vyyy Select Organization Level Department Evergreen Community Health Centre Select one or all Service Area x Select Sort Level optional Service Area im nn FITS CSM User Guide August 2010 11 Q Q
15. n Urdu Minangkabau Shanghainese Vietnamese Mixteco Alto Sichuan Szechuan Wolof Mexteco Bajo Simplified Chinese Xhosa Mnong Sinhalese Yiddish Mongolian Slovak Yoruba Nahuatl Somali Yup ik Navajo Soninke Serahule Zulu Nepalese Sorani Central Kurdish Norwegian Spanish Nuer Susu Oromo Swahili and more Call us for details if you do not see a language listed Please note that there is no spoken Chinese for interpreter assisted appointments please determine if the client requires Mandarin Cantonese el Legend Language available for Interpreting Only Interpreting and Translation One call gt More than 150 languages for your interpreting and translation needs English Please point to your language An interpreter will be called t English List of Languages Lists some of the languages in which PLS offers interpreting and translation services Point to Your Language Card Allows patients clients to point to the language they speak Xin chi v o ng n ng r c a quy vi Ch ng t i s goi th ng dich vi n Mandarin i pi 7 ol Cantonese i Wee W f E ME WD iR L a P EF ergo fs ze HH DA o SETBIAT E FH USER snae ERIS B ACR AMES MGR OREM S Punjabi os smt French 0s Francais frosaat eer nme arg Se ferret adi Montrez nous quelle langue vous parlez s il vous plait sos seb esu gor fes Wea Nous vous fournirons un e interpr te Vietnamese tS Vi t Ng Hindi us feet
16. t the request you wish to cancel by either a Clicking the Current Requests link from the main navigation bar or from the FITS CSM homepage and then clicking on the Request or Date of the request you wish to cancel OR b Click on Find a Request in the right navigation menu enter the reference number of the request you wish to cancel and click the Go button 2 Click on the Cancel Request button at the bottom of the pop up window 3 Click the Ok button to confirm that you wish to cancel the request 4 Select a reason from the drop down menu to indicate why you are cancelling the request If you select Other from the drop down please type the reason in the Other Reason box 5 Click on the Submit button 6 Click the Ok button to confirm that you wish to cancel the request 7 The message This request has been cancelled successfully will appear in red once the cancellation is successful Note Even if the request has been cancelled it will still appear in your list of Current Requests until the date of the cancelled session passes However the Status column of the Current Requests page will show the request as Cancelled FITS CSM User Guide August 2010 Duplicating a Request Note The Duplicate function is only able to create multiple sessions with the SAME PATIENT CLIENT Creating a new request by duplicating a current or historic request will save you time when you have multiple sessions with th
17. uestions For questions regarding the use of the FITS CSM to book a FITS CSM in service for your program or service area or to set up a new FITS CSM account please contact PLS Customer Service by phone at 604 675 4099 or toll free at 1 877 BCTALKS 228 2557 or by email at plscsr phsa ca FITS CSM User Guide August 2010 12 Glossary of Terms Administrator A type of CSM account giving the user the ability to perform all Requester and Manager functions Cancelled The session has been cancelled Completed The interpreting session has already occured Department The second lowest sub account within your organization s PLS account FITS CSM Friendly Interpretation Tracking System Customer Service Module is a secure ME interface that enables customers to pre book modify and cancel appointments Interpreting The oral rendering of one language into another Manager A type of CSM account giving the user the ability to view and print reports of interpreting services usage PLS The Provincial Language Service Processing The interpreting request has been submitted and PLS has assigned or is attempting to assign an interpreter for the session Should there be a problem with this request a PLS representative will contact the person who filled out the request form Reference A unique number generated for each interpreting services request You may use this reference number when locating a request online or speak
18. utions Logout Logout To logoutf t the end of yoyf session PLS Homepage Contact Us Help ind a Request Resources To have access to useful resources Terms and Conditions of Use Privacy Policy Main Navigation Bar Main Menu FITS CSM User Guide August 2010 Copyright Provincial Health Services Authority 1999 2010 All rights reserved Right Navigation Menu 3 Submitting a New Request for Interpreting Services Note Only interpreting requests for sessions more than two 2 business days away may be made online For requests less than two 2 business days away please contact our office at 604 675 4099 or toll free 1 877 BCTALKS 228 2557 1 Click on the New Request link from the main navigation bar or from the FITS CSM homepage A window will pop up displaying a form 2 Fill out the form Mandatory fields are indicated with a red asterisk Other fields may also become mandatory depending on selections you make on the form e g if you indicate your session involves multiple patients clients then it is mandatory for you to indicate the number of patients clients 3 Click on the Submit Request button at the bottom of the form when you have finished filling out the form 4 A confirmation page will appear indicating that you have successfully submitted your new request This page may be printed and stored in the patient client s file if required Tip Duplicating R
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