Transcript SUPPORT WORKER GUIDE - Calvary Community Care

SUPPORT WORKER GUIDE
SETTING UP YOUR CALVARY EMAIL
Creating a Calvary Community Connection
SUPPORT WORKER GUIDE
SETTING UP YOUR CALVARY EMAIL
CONTENTS
Getting Started - What do you need?
3
VERSION TWO Send an email
14
Logging on to the website 4
VERSION TWO Reply, Forward and Delete
15
VERSION ONE Logging into the portal
5
VERSION TWO Open/ Download an attachment
16
VERSION ONE Receive an email
6
VERSION TWO Set up your signature
17
VERSION ONE Send an email
7
VERSION TWO Log out of the system
18
VERSION ONE Reply, Forward and Delete
8
TIPS Email Etiquette 19
VERSION ONE Open/ Download an attachment
9
Frequently Asked Questions
VERSION ONE Set up your signature
10
BEGINNERS Training and Support
VERSION ONE Log out of the system
11
BEGINNERS Access to Computers 23
VERSION TWO Logging into the portal
12
IMPORTANT Email Security and Rules
VERSION TWO Receive and Send an email
13
Email Policy and Guidelines for Support Workers
20-21
22
24
25-26
LINK: YOUR CALVARY EMAIL
As a Calvary Community Care Support Worker you
now have access to your own @calvarycare.org.au
email address.
This manual provides a step-by-step guide on how to
access your email account, send and receive emails
and most importantly, the Support Worker Policy and
Guidelines relating to email usage.
Depending on your version, browser and operating
system, the email portal may display differently.
Therefore this manual provides a guide for two distinct
versions. Once you have logged into the portal you
can identify which version guide is applicable for your
system and follow the steps accordingly.
Help Desk 1300 164 802
If you have any challenges call the Link
Help Desk for support on 1300 164 802
GETTING STARTED - WHAT DO YOU NEED?
a. Equipment
To access your Calvary email account you need to log on to the internet.
This can be done via a computer, a tablet (e.g. iPad) or a smart phone.
Help Desk
Q. I don’t have a computer, tablet
or a smart phone?
A. Can you arrange access to
a computer through a friend,
neighbour or family member?
Can you access your local
library to use their computers?
A laptop computer OR a desktop computer OR a tablet (iPad) OR a smartphone.
b. Internet Connection
Your device will need to be connected to the internet. This can be
through a dial-up, DSL, mobile broadband or wireless (WIFI) connection.
c. Internet Browser
Once you have access to the internet, click on your internet browser
icon. These are some of the most popular internet browsers:
Do your local community centres
provide computer access?
Can you visit your service centre to
use the Support Worker computer?
If none of these suggestions work
for you, contact the Link Help
Desk on 1300 164 802 and we
will explore other options to suit
your needs.
Internet Explorer
3
Safari
Firefox
Google Chrome
Web address - cloudmail.calvarycare.org.au
Type cloudmail.calvarycare.org.au into the address bar
(white box at top of the screen):
VERSION ONE INSTRUCTIONS
LOGGING ON TO THE WEBSITE
Help Desk
Version One (Page 5)
(image on login page)
cloudmail.calvarycare.org.au/
Calvary Cloud Mail may display differently depending on your
computer and browser. The instructions in this guide are provided
for two alternative versions.
If you see an image on the login page, you will need to follow Version
One instructions (Page 5).
VERSION TWO INSTRUCTIONS
a. Version One
Version Two (Page 12)
(blue screen on login page)
b. Version Two
Alternatively if you see a blue screen on the login page, you will need to
follow Version Two instructions (Page 12).
.
4
VERSION ONE INSTRUCTIONS
LOGGING INTO THE PORTAL (Version One)
Enter your Email Address and Password
Once you have entered the web address (cloudmail.calvarycare.org.au)
the screen below will appear. If instead a blue screen appears you will
need to follow the Version Two instructions on Page 12.
On the right hand side of the web page, enter in your Email Address,
your Password and click “Sign In”.
3
Click on the blue
Sign In box
5
1
Type in
your email
address
2
Type in
your
password
Help Desk
Q. What is my Email Address
and Password?
A. Your Email Address and
Password are pre-assigned by
Calvary Community Care.
If you are unable to identify your
Email Address or Password or they
are not working, contact the Link
Help Desk on 1300 164 802.
Safety Note: Sometimes a
message may appear asking
whether you want to save the
password. Always say no,
especially if you are using a
public computer.
VERSION ONE INSTRUCTIONS
Help Desk
RECEIVE AN EMAIL (Version One)
Check your mailbox for new email messages.
The Inbox is your mailbox. Any email messages will be displayed in
the middle column. Click on the message to display the full content.
Q. How do I open an
email message?
A. Click on the message in your
inbox (2). You should see the
message content displayed
on the right hand side of the
screen (3).
Q. I don’t feel confident about
accessing the internet.
A. There are a number of
training programs available to
support people as they learn to
access the internet.
(a) Local libraries often run
computer training sessions.
1
Mailbox
folders
for filing
messages
2
Email Inbox
displays all incoming
messages
Click on a message
to read the detail
3
Message Detail
displays on the
right hand side
(b) Broadband for Seniors
provide free training across
Australia for people over 50.
Contact the Link Help Desk on
1300 164 802 for more details.
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VERSION ONE INSTRUCTIONS
Important!!
SEND AN EMAIL (Version One)
To send an email
Email Message Content.
1. Click on the blue ‘new mail’ on the top left hand corner of the screen.
As a Calvary Community Care
employee, this email account
is for official business
communication and must be
used in accordance with the
Support Worker Email Policy
and Guidelines (p.25-26).
2. Type in the email address in the “to” address line.
3. Enter the topic of your email in the subject line.
4. Write your message in the main message area of the email.
5. When you are finished, check your message and press send.
Therefore email messages
must not:
5
4
Message
Main area
1
New Mail
7
2
3
To
Type in the
email address
Subject
Type in the topic
of your message
• include client names, addresses
or contact details.
Send
• include work rosters/time sheets.
• be used to send any
abusive, illegal, discriminatory,
defamatory, sexually explicit
or threatening content or
attachments.
• contain large attachments.
Take Note!
No Reply to Payslip Email
a. Reply and Reply All
Click REPLY to send a message back to the Sender.
Click REPLY ALL to send a message back to all the recipients.
b. Forward
If you want to send this message to someone else, click FORWARD and
enter in their email address in the address line.
c. Delete
If you do not want to save the message click DELETE and it will be filed
automatically under “Deleted Items” in your Mailbox Folders.
As the email address used to
send out payslips and newsletters
to Support Workers is an
automated one, you should
not reply to this email (There is
nobody on the other end).
Reply All
Reply All will transmit your message
to all recipients of the original email.
Take Care when Forwarding
Forwarding an email means that
you are transmitting information
to another email address that can
be printed, published or forwarded
again.
1
2
Delete
the Email
Message
Reply
to the
sender
3
4
Reply Forward
to all
message
recipients
Deleted Items
If you have accidentally deleted
an email, you can still retrieve it by
clicking on the Deleted Items folder.
8
VERSION ONE INSTRUCTIONS
REPLY, FORWARD AND DELETE (Version One)
VERSION ONE INSTRUCTIONS
OPEN/ DOWNLOAD AN ATTACHMENT (Version One)
Take Note!
Open, download and save a file/attachment
Open the email message. The paperclip symbol signifies that a file is
attached to the email.
PDF Attachments
Click on the file (e.g. Payslip) with the right hand button of the mouse.
Adobe Acrobat Reader will need to
be installed to open a PDF file.
Scroll to either “Open” or “Save Target As..”. Select “Open” just to view
or “Save Target As” to save to your computer or USB.
Attachments emailed to Support
Workers will be in PDF format.
Installing Acrobat Reader
Acrobat Reader is a free software
program available for download
from this website address:
2
1
Click
Open or
Save
Target As
Right Click on the file
N.B. In some browsers, it may display as
“Download Linked File As” or “Save Link As”
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https://get.adobe.com/reader/
Follow the instructions to download
and install.
Setting Up Your Automatic Email Signature
Q. What is an Email Signature?
1.In the top right hand corner of the screen click on the cog wheel icon.
A drop down box will appear. Click on Options.
A. An email signature is a block
of text appended to the end of an
email message which contains the
sender’s name and contact details.
2.On the left hand side of the screen click on Settings.
3.A box will appear under Email Signature.
4.Copy the format sent through from Calvary, paste into the box, update
with your details and click Save.
1
Click
on the cog
wheel icon
2
Click
on Settings
Paste
in the template
and update
Q. Can I change the signature
or add in some more details?
A. No. It is a requirement that all
employees set up their signature
in the standard Calvary format.
A signature template format will
be emailed through to all Support
Workers which will then need to
be updated with individual name
3
4
Once set up it will automatically
appear at the bottom of any email
messages you send.
and contact details.
Save
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VERSION ONE INSTRUCTIONS
Help Desk
SET UP YOUR SIGNATURE (Version One)
VERSION ONE INSTRUCTIONS
Help Desk
LOG OUT OF THE SYSTEM (Version One)
Logging out of your Calvary Cloud Mail.
Once you are ready to close your email account, you will need to log
out. On the top right hand side of the screen, click on the small
downward facing arrow head next to your name.
Q. Do I still need to log off if I
am using my own computer?
A. For security purposes it is good
practice to always log off whether
using a public or private computer.
A drop down box will appear. Scroll to the bottom and click on Sign Out.
> If you have completed the Version
One steps, please turn to Page 19.
.
2
Click on
Sign Out
11
1
Click on
arrow head
Enter your Email Address and Password
Once you have entered the web address (cloudmail.calvarycare.org.au)
the screen below will appear. If instead an image appears on the screen
you will need to follow the Version One instructions on Page 5.
On the right hand side of the web page, enter in your Email Address,
your Password and click “Sign In”.
3
Click on the blue
Sign In box.
1
Type in
your email
address
2
Type
in your
password
Help Desk
Q. What is my Email Address
and Password?
A. Your Email Address and
Password are pre-assigned by
Calvary Community Care.
If you are unable to identify your
Email Address or Password or they
are not working, contact the Link
Help Desk on 1300 164 802.
Safety Note: Sometimes a
message may appear asking
whether you want to save the
password. Always say no,
especially if you are using a
public computer.
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VERSION TWO INSTRUCTIONS
LOGGING INTO THE PORTAL (Version Two)
VERSION TWO INSTRUCTIONS
RECEIVE AND SEND AN EMAIL (Version Two)
1.The Inbox is your mailbox and lists all your incoming messages. Click
on the message subject to display the full content.
2.To send an email message click on the ‘New Message’ button. A new
screen will appear for you to write and address your message.
Help Desk
Q. How do I open an
email message?
A. Click on the message in your
inbox.
Q. Once my message is open
how do I return to the inbox?
A. You can either click on Mail in the
top left hand corner or the Inbox
on the menu on the left hand side
and you will be returned to your
Inbox with the list of messages.
Q. How do I view the email
messages I have sent?
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2
1
Create
a New
Message
Email Inbox
displays all
incoming
messages
A. You can click on
Sent Items in the menu on the
left hand side and the list of
messages will be displayed.
.
VERSION TWO INSTRUCTIONS
Important!!
SEND AN EMAIL (Version Two)
1. To send an email type the email address into the “To” box.
2. Write the topic of your message in the Subject box.
3. Type your message into the main message area.
Email Message Content.
As a Calvary Community Care
employee, this email account
is for official business
communication and must be
used in accordance with the
Support Worker Email Policy
and Guidelines (p.25-26).
Therefore email messages
must not:
• include client names,
addresses or contact details.
1To
Type in the
email address
of the recipient
2
Subject
of the message
3
Message
Main area
• include work rosters /
time sheets
• be used to send any
abusive, illegal, discriminatory,
defamatory, sexually explicit
or threatening content or
attachments.
• contain large attachments.
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VERSION TWO INSTRUCTIONS
REPLY, FORWARD AND DELETE (Version Two)
Take Note!
No Reply to Payslip Email
a. Reply and Reply All
Click REPLY to send a message back to the Sender.
Click REPLY ALL to send a message back to all the recipients.
b. Forward
If you want to send this message to someone else, click FORWARD and
enter in their email address in the address line.
c. Delete
If you do not want to save the message click DELETE and it will be filed
automatically under “Deleted Items” in your Mailbox Folders.
As the email address used to send
out payslips and newsletters to
Support Workers is an automated
one, you should not reply to this
email (There is nobody on the other
end).
Reply All
Reply All will transmit your message
to all recipients of the original email.
Take Care when Forwarding
Forwarding an email means that
you are transmitting information
to another email address that can
be printed, published or forwarded
again.
1
2
3
Reply Reply Forward
to the
to all
sender recipients
15
4
Delete
Deleted Items
If you have accidentally deleted
an email, you can still retrieve it by
clicking on the Deleted Items folder.
Open, download and save a file/attachment
Open the email message. The paperclip symbol signifies that a file is
attached to the email.
Click on the file (e.g. Payslip) with the right hand button of the mouse.
Scroll to either “Open” or “Save Target As..”. Select “Open” just to view
or “Save Target As” to save to your computer or USB.
Take Note!
PDF Attachments
Attachments emailed to Support
Workers will be in PDF format.
Adobe Acrobat Reader will need
to be installed to open a PDF file.
Installing Acrobat Reader
Acrobat Reader is a free software
program available for download
from this website address:
1
Right Click on the file
https://get.adobe.com/reader/
Follow the instructions to download
and install.
2
Click on Open or
Save Target As
N.B. In some browsers, it may display as
“Download Linked File As” or “Save Link As”
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VERSION TWO INSTRUCTIONS
OPEN/ DOWNLOAD AN ATTACHMENT (Version Two)
VERSION TWO INSTRUCTIONS
SET UP YOUR SIGNATURE (Version Two)
Help Desk
Setting Up Your Automatic Email Signature
Q. What is an Email Signature?
1.In the top right hand corner of the screen Click on Options.
A. An email signature is a block
of text appended to the end of an
email message which contains the
sender’s name and contact details
2.Click the small box “Automatically include my signature......”.
3.Copy the format sent through from Calvary, Paste into the box, update
with your details and click Save.
1
2
3
Tick box
Paste and Update
Click
Options
Once set up it will automatically
appear at the bottom of any email
messages you send.
Q. Can I change the signature or
add in some more details?
A. No. It is a requirement that all
employees set up their signature
in the standard Calvary format.
All Support Workers will receive a
signature template format which will
then need to be updated with each
individual name and contact details.
17
Logging out of your Calvary Cloud Mail.
Once you are ready to close your email account, you will need to log
out. On the top right hand side of the screen, click on the Sign Out
button.
Q. Do I still need to log off if I
am using my own computer?
A. For security purposes it is good
practice to always log off whether
using a public or private computer.
Q. I don’t feel confident about
accessing the internet.
A. There are a number of
training programs available to
support people as they learn to
access the internet.
1
1
Click
Sign
Out
on arrow
head
2
(a) Local libraries often run
computer training sessions.
(b) Broadband for Seniors provide
free training across Australia for
people over 50.
Contact the Link Help Desk on
1300 164 802 for more details.
18
VERSION TWO INSTRUCTIONS
Help Desk
LOG OUT OF THE SYSTEM (Version 2)
TIPS: EMAIL ETIQUETTE
Do’s & Don’ts
a. Greetings, language and tone.
Email Etiquette Do’s
An email is a written message that cannot be modified once sent. It can
also be sent to numerous recipients so it is important to choose your
words carefully. Be sure to use appropriate greetings, language and
tone and check both grammar and spelling.
• Include a relevant heading in the
subject line related to your
message.
b. To, Cc and Bcc
• Include your name and contact
details after the message.
TO: The ‘To’ field at the top of the email address panel is used to type in
the address of the primary mail recipient of your message.
CC: The CC field is the electronic version of a ‘Carbon Copy’. This is
used when you want other people to receive a copy of the email. Any
email address typed into the CC field is visible to other recipients.
BCC: The BCC field is a ‘Blind Carbon Copy’. Any email address typed
into the BCC field is not visible to other recipients.
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• Personalise the message with a
greeting e.g. “Dear ...”
• Proofread your message to
check spelling and grammar
before pressing the ‘Send’ button.
Email Etiquette Don’ts
• Avoid typing your message in
capital letters because
CAPS ARE THE EQUIVALENT
OF SHOUTING OR YELLING.
FREQUENTLY ASKED QUESTIONS
Q. I don’t know how to use the internet so how can I access my account?
A. A number of resources are available to assist Support Workers to learn how to use the internet such as:
• asking family, friends, neighbours or other Support Workers for assistance.
• accessing free or low cost training via government or community programs (See Page 22).
• attending a help session at the local library.
Q. I don’t have a computer, smart phone or tablet, how can I access my emails?
A. As the email portal is on the internet, Support Workers can access their email through any internet
connected device. It is just a matter of logging on to the portal. This means that private computers (friends
and family) and public computers, such as those available for use at libraries, Broadband for Seniors kiosks,
shopping centres and community centres can be used. (Though when using a public computer it is critical to
log out after the session.)
In addition, every Calvary Community Care Service Centre has a dedicated computer available for Support
Workers to access their email.
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FREQUENTLY ASKED QUESTIONS
Q. Can I email my friends and family?
A. This email is designed for the purpose of official business correspondence as an employee of Calvary
Community Care and not for personal use. As per the Support Worker Email Policy and Guidelines (p. 25-26),
Calvary Community Care reserves the right to monitor, log, restrict and otherwise intervene in accordance with
applicable law in any use of computer resources including electronic mail.
Q. Can I email Calvary Community Care regarding my clients or timesheet roster?
A. No. Client names, contact details and rosters cannot be identified in any electronic mail messages.
Q. I need a hard copy of my payslip to submit to Centrelink. How can I do this via email?
A. Support Workers who require a copy of their payslip for Centrelink purposes can:
Option 1 - Print the attachment from the email.
Option 2 - Upload the payslip file via the Centrelink portal or app.
Q. I can’t remember my email address or password?
A. Contact the Link Help Desk on 1300 164 802 for your email address or password.
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BEGINNERS - TRAINING AND SUPPORT TO GET ONLINE
Community Training Options
A number of free or low priced training programs and resources are available throughout Australia to assist
beginners learn how to use computers and access the internet. A list of resources are available below.
You can also check with your local council, libraries and community centres for more options in your area.
Australia Wide
Broadband for Seniors
1300 795 897
U3A (University of the Third Age)
ACT Digital Hub
The Seniors Information Service
50 Plus Community Centre
Library
Alexandrina Council Library
WIRE
Hume City Council
Traralgon Neighbourhood Learning House
Newcastle Region Libraries
Library
Library
South Shepparton Community Centre
City of Sydney Library
Mathers House and Criterion House Free computer and Internet training at your local
Broadband for Seniors kiosk
Various
Gungahlin Library, Canberra City
149 Currie Street, Adelaide
Opposite Todds Tavern, Alice Springs
65-67 Vincent St, Cessnock
11 Cadell Street, Goolwa
372 Spencer Street, West Melbourne
Hume Libraries
Kath Teychenne Centre, 11 - 13 Breed Street
Various
Darwin Parliament House and Remote Locations
4 Mackay St, Port Augusta
11 Service Street, Shepparton
Town Hall House, 456 Kent Street, Sydney
108 Bathurst Street, Hobart
Australia Wide
ACT
Adelaide
Alice Springs
Cessnock
Goolwa
Melbourne
Melbourne
Morewell
Newcastle
NT
Port Augusta
Shepparton
Sydney
Tasmania
Wagga Wagga
Wagga Wagga SC Computer Club
Tarcutta Street, Wagga Wagga
02 6925 3065
02 6140 4990
08 8168 8776
08 8952 0728
02 4993 4399
08 8555 7000
03 9348 9416
03 9356 6999
03 5174 6199
02 4974 5300
1800 019 155
08 8641 9151
03 5821 6172
02 9265 9333
03 6234 1441
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BEGINNERS - ACCESS TO COMPUTERS
Access to Computers, Internet and Purchasing Options
A dedicated computer with an internet connection and limited printing facility is available in every Calvary
Community Care Service Centre for Support Worker use. Throughout Australia, libraries and many community
centres provide access to internet connected computers. A number of refurbished computer programs also
offer refurbished computer hardware at no or low cost. Please see the table below for options.
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ACT
Charity Computers
22 Cartwright Street Charnwood
www.charitycomputers.org.au
02 6101 6931
Northern Territory
NT Government Department of Business
Development House, 76 The Esplanade, Darwin
08 8999 5075
Northern Territory
Connect IT
South Australia
IT Share
[email protected]
South Australia,
NSW and Victoria
Computerbank
483 Victoria Street, West Melbourne
[email protected]
03 9600 9161
Victoria
Mission Australia
2nd Floor, 398 Lonsdale Street, Melbourne
03 8615 2200
Victoria
B2C Community IT Recyclers
1800 112 205
1/31 Dalgety Street, Oakleigh
[email protected]
03 9005 0101
IMPORTANT: EMAIL SECURITY AND RULES
Essential!
a. Sensitive Information
Have you...
Calvary Community Care emails can include sensitive information (eg.
pay) so it is important to preserve the security of this information.
• stored your password in a
secure location?
• Do not provide your user name or password to anyone else.
• logged out of the webpage when
you are finished?
• Be careful when sending or forwarding emails and check that the
email address in the ‘To’ field is correct.
• Always log out of your email account when you have finished (This is
particularly important if you are using a public computer).
• If printing emails, be sure to pick up all printouts from the printer tray.
b. Email Rules
The purpose of this email account is for official business communication
and must be used in accordance with the Support Worker Email Policy
and Guidelines (p. 25-26).
• picked up any print outs?
Have you...
• read through the Support
Worker Email Policy and
Guidelines (p. 25-26)?
• understood that this email is for
official business communication?
• understood that client names and
details must not be included in
any email messages?
• understood that emails must not
contain any abusive, illegal,
discriminatory or threatening
content or attachments?
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IR044.1B EMAIL POLICY AND GUIDELINES FOR SUPPORT WORKERS
POLICY
The Calvary Community Care email system is to be used in
a professional and responsible way for the transmission of
business-related communication between Head Office/
Service Centre and Support Workers.
It must not be used for the distribution of messages that
• identify clients or client personal information such as
name, address or care plan
• include work roster/time sheet details or attachments
• communicate directly with clients or external case
managers
• are disruptive, offensive or illegal
• are of a discriminatory, defamatory, abusive, sexually
explicit or threatening nature
• are in breach of copyright laws
• are in breach of confidentiality obligations or applicable
privacy laws
• are SPAM, chain mail or jokes
• are against Calvary Community Care policies or contrary
to Calvary Community Care’s interests.
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Disciplinary action may be incurred where use of the Calvary
Community Care email system contravenes conditions
outlined in this policy.
AUDIT
Calvary Community Care reserves the right to monitor, log,
restrict and audit all material sent from, drafted to be sent
from or received by the user’s email account.
ENFORCEMENT
If Calvary Community Care’s management considers that
a user of the Calvary Community Care email system has in
any way failed to comply with Calvary Community Care’s
policy on email, the following actions may be taken:
• the access of the user to the Calvary Community Care
email system and/or network may be immediately
terminated without notice; and
• if the user is an employee, the user may be subject to
disciplinary action, up to and including termination of
employment and/or legal action.
IR044.1B EMAIL POLICY AND GUIDELINES FOR SUPPORT WORKERS
GUIDELINES
MANAGEMENT OF EMAILS
Confidentiality
Email Size
Support Workers must not include the personal information
of clients in any email messages.
As large email attachments have a direct impact on the
operation of the mail and the performance of the Calvary
Community Care network, Support Workers are advised to
avoid sending large files as attachments.
Work rosters/time sheets may not be attached or included
in the content of any email message as they contain client
personal information.
No email message should be forwarded without considering
the confidentiality of the author and the document contents.
Email is not to be redirected or forwarded in a manner likely
to cause embarrassment to the original sender.
Legal Requirements
Electronic transmissions such as emails are admissible as
evidence in a court of law; therefore emails are also subject
to Freedom of Information claims and claims made in
accordance with applicable privacy laws.
The implications of this are far reaching, and mean that any
email may be subject to external scrutiny.
Personal Use
Email Signature
It is a requirement that all staff set up their email signature
in the standard Calvary Community Care format. A signature
template with instructions of how to proceed will be emailed
through to all Support Workers when their email account
is created at the time of employment commencement with
Calvary Community Care
Closure of an Email Account
Email accounts will be closed on notification of a Support
Workers departure date from Calvary Community Care. It is
recommended that Support Workers review the contents of
the email box and retain and/or print any required pay slips.
Access to the email account will not be available after leaving
the organisation.
Although Calvary Community Care’s email system is intended
for business use, Calvary Community Care allows the
reasonable use of email for personal use. However this must
be kept to a minimum and must not interfere with work.
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