< PreviousOften times we confuse the meaning of two words; we use one word, but we really mean another. Most of the time it’s harmless. When talking about workplace satisfaction and engagement, we need to be very careful to understand the difference between these two words, or we will wind up with a result we don’t expect. Leaders of companies can get frustrated when the two terms get confused. For example, leaders want to increase engagement to reduce the number of employees exiting the company, but instead create incentives and programs that only create satisfaction.The result? Retention doesn’t get better and no one can figure out why. Frustration worsens because they feel their efforts aren’t working and they give up. Or worse, they say that all this “employee engagement stuff” is a gimmick.It’s kind of like being colorblind. We don’t know what we are missing, except we know there is something else there. We believe we are seeing our situation clearly; yet, in reality, it is quite blurred. The Difference Between Satisfaction and EngagementFrederick Herzberg created the two-factor theory (also known as the motivation- hygiene theory) which helps us to better understand the difference between satisfaction and engagement. In a nutshell, part of the theory states that the opposite of sadness is not happiness, but rather no sadness. The opposite of dissatisfaction is not satisfaction, but rather no satisfaction. The opposite of disengagement is not engagement, but no engagement. It makes us aware of a third choice, or a middle ground of neutrality that we don’t usually recognize.The Three States of an EmployeeThere are three employee states: dissatisfaction, satisfaction, and engagement. (Some refer to the three states as: disengaged, not engaged, and engaged; but, the nomenclature here is important. It helps us distinguish our actions and their effectiveness.) When the leadership of an organization sees a problem they are usually looking at dissatisfaction such as disgruntled employees who don’t put in a hard day’s work, employees who just don’t live up to their performance and employees who are apathetic or just plain ambivalent.So, leadership says, “Let’s get our employees engaged!” Then, they implement programs, benefits and better communications (e.g. recognition, bonuses, extra time off, employee of the month, company newsletters) that will take them to the next stage, satisfaction. These programs don’t engage employees, but they do make it so employees aren’t dissatisfied any more. At this point, satisfac-tion and engagement are confused.Satisfaction is much like “limbo land.” Employees aren’t happy, but they don’t hate work, either. It’s mediocrity at its finest. You can’t fire them, but they aren’t living up to their potential.The third state, engagement, happens only when the satisfaction state is fulfilled. Much like the Maslow’s Hierarchy of Needs, you can’t move from a dissatisfied state to a state of engagement without passing through satisfaction, first. Although the satisfaction state doesn’t create engaged employees, you still need it as a base to create an engaged workforce.Once that base of satisfaction is there, you can start working on getting employees engaged through trust, a fulfilling and challenging workload that is valued by employees, allowing for failure without retribution, letting them have control over their work and encouraging them to accomplish hard tasks. Why Aren’t We Doing Engagement?Recently, a director of a large, worldwide company called me and mentioned that they are consistently rated one of the best places to work in the United States; yet they are in a war for talent. She recognized that they needed to be on top of their game and said they have engagement programs in place and are obviously doing something right. Yet, she stated, “When we heard your keynote about the 11 Secrets of Engaged Employees at [a] conference, my VP and I came to the same understanding, ‘the programs we had in place weren’t helping employee engagement.’ They were nice and they were good, but if we wanted to do true engagement and win the war on talent, we have to focus on different tactics.”EMPLOYEE ENGAGEMENTAre Your Employees Engaged? What You Might Not KnowKEVIN JONESCEOviaPingFEATURED COLUMNSKevin Jones, CEO, viaPing50TribalNetWhy do we see so many programs focus on this lower level of employee interven-tion - the kind that only creates satisfaction? Naturally we tend to focus our efforts on easier issues and put off dealing with the difficult, complicated issues. In fact, we often try to do the easy fixes, in hopes that it will take care of the more complex ones.True Employee Engagement is Hard!Attaining employee engagement is difficult because it isn’t something you can assign as a task. For example, how are you going to increase trust in your organization? Engagement needs to be studied, measured, analyzed and creatively thought about by several people. It will take time and a great deal of effort.The effort is not only worth it, it’s critical to the success of your business.Measuring Employee EngagementMeasuring employee engagement with tools available should be frequent and regular. A once a year measurement won’t cut it. There’s nothing wrong with measur-ing satisfaction and engagement, so long as you are clear on which measurement stick you’re using for each. The Lessons to be LearnedIf you want to reach an employee en-gagement state, do things that will engross EMPLOYEE ENGAGEMENTFEATURED COLUMNSKevin Jones is an advisor on employee engagement, a speaker, and CEO of viaPing, a real-time employee feedback tool. This article is a condensed version of a more in-depth article, video and podcast found on http://vinjones.com.employees, not just satisfy them. If you want to measure engagement, make sure the criteria truly measures engagement. When you strive to be awesome and create engaged employees, don’t just try to avoid disengagement, but do the hard things that will create engagement.COMPANYArctic Information Technology, Inc./Tribal PlatformsSALES CONTACTSDave Bailey, CTO & Vice President Lessa Peter, Marketing Managerdbailey@arcticit.com lpeter@arcticit.comwww.arcticit.com www.arcticit.combyPLATFORMSTRIBALA DOYON GOVERNMENT GROUP COMPANYArctic IT “TRIBAL PLATFORMS” on Microsoft Dynamics CRMPRODUCT SPOTLIGHTCOMPANYArctic Information Technology, Inc./Tribal PlatformsSALES CONTACTSDave Bailey, CTO & Vice President Matt Borkowski, Tribal Solutions ManagerCell 973-934-3203 | HQ 907-261-9502 Direct 907.261.9579dbailey@arcticit.com mborkowski@arcticit.comwww.arcticit.com www.arcticit.combyPLATFORMSTRIBALA DOYON GOVERNMENT GROUP COMPANYArctic IT “Tribal Platforms” is built on the Microsoft Dynamics CRM Platform. The software suite consists of the following unique applications; Tribal Enrollment Management, Tribal Education Management, and Tribal Social Services and Case Management. At the heart of all services provided by a tribal government to its members, is the Tribal Member Master Record. That record is the basis for determining eligibility, family relationships, households, and many other vital statistics for reporting to the government on the ef-ficacy of the programs delivered. The Arctic IT “Tribal Platforms” solution is engineered to provide 360 degree, secure access to the member’s information in on central database. This foundational capability revolutionizes the way a tribe administers its member services. Each department has unique security roles to limit the visibility they require. The system leverage a main “contact” record in which the “member profile”, “student profile”, and “client profile” are built from. Contact records are used for non-tribal member records required for the household and family tree, while the other profiles are used for the case work and program participation activities being tracked.The entire application is fully integrated into the Microsoft Office Suite and works on all mobile devices and tablets for clinical and home based scenarios like home inspections for child welfare cases or on location at a tribal school entering information regarding a student’s performance. The tribe can print their unique Tribal ID Cards out of the system, manage Tribal Elections, and perform U.S. Census Reporting whenever it is required. The application is easily configured to meet the unique needs of each tribe.Who We AreArctic IT is a 100% Tribally Owned IT Enterprise that focuses on implementing Microsoft Business Applications for Native American and Native Alaskan Tribes throughout the U.S. Our extensive experience working with Tribal Governments and Tribal Enterprise allows us to provide value and expert consulting services to our clients. We grew our roots working for tribal organizations and we deeply understand the need to leverage technology to ensure secure futures for the tribe and its members. Our parent organization, Doyon Limited (www.doyon.com) has enabled us to grow our business into the Federal Government Contracting as well. We work for the same government organizations that help to fund the member services and programs within our client base. We specialize in accounting systems and member services administration. Enrollment, Education, Social Services Case Management, Per Cap, and Loan Management, are all components of our Tribal Platforms Solution base. These software applications are designed specifically for use by tribes, are fully integrated in our Microsoft Dynamics Accounting applications, providing an efficient and audit trail compliant suite of software that any size tribe and leverage, cost effectively.Value to the Native American MarketAlthough most assume that Native American and Alaskan Native Tribes are all very similar, the fact is that they are all quite unique. Geography, Socio-Economic climate, number of members, and politics drastically shape each tribe into a standalone Sovereign Nation and Government, responsible for ensuring the health and well-being of its membership. At a certain point in our tenure, we realized that there was enough similarity however, that we could assemble enough of a software foundation to help each tribe uniquely impart a set of best practices and common functionality. We built the Arctic IT “Tribal Platforms” Suite of applications in their latest iteration on Microsoft Dynamics CRM 2016 over the latest versions of Microsoft SQL Server and Microsoft Office. This new “Commercial-Off-The-Shelf” (COTS) software application allows our new tribal customers to start with a solid foundation for Tribal Enrollment, Education, and Social Services, and then leverage the out-of-the-box configuration utilities with our assistance to customize the application to the unique needs of their tribe.References of Where Installed• Seminole Tribe of Florida• Poarch Creek Tribe of Alabama• Choctaw Nation of OklahomaMEET YOUR VENDORSWho is Spunk?At Splunk, we pioneer innovative, disruptive solutions that make machine data accessible, usable and valuable to everyone. More than 11,000 customers in over 110 countries use Splunk software and cloud services to make business, government and education more efficient, secure and profitable. Our passionate user com-munity includes hundreds of thousands of Splunkers who continue to amaze us with innovative new apps and use cases. And our vast partner network provides deep expertise and implementation expe-rience across the full spectrum of Splunk solution areas. Splunk PlatformThe Splunk platform unlocks the value of machine data to provide Operational Intelligence – a new understanding of data that can help organizations drive fast, confident decisions through powerful, real-time insights. With Splunk, collect data once and re-use it often to power multiple use cases that support your strategic initiatives: cybersecurity, data center operations and tool consolida-tion, compliance, connected devices, and more. ERIC SWARTZAccount Managereswartz@splunk.com301.520.3672BEN WALTHALLSr. Solutions Engineerbwalthall@splunk.com703.206.6505JORDAN PENOYARInside Account Managerjpenoyar@splunk.com703.206.6449MEET YOUR SPLUNK TEAM:Machine Data: the fastest growing and most complex but also most valuable segment of Big DataMachine data is an any data created by machines as an artifact of running systems or applications, leading to a type of big data domain that contains a definitive record of all the activity and behaviors of customers, users, transactions, applications, server, networks and mobile devices. And it’s more than just logs. It also includes configurations, data from APIs, message queues, change events, output of diagnostic commands, call detail records, sensor data from industrial systems and more. Use Splunk to improve your Operational Intelligence Operational intelligence is the analysis of this machine-generat-ed data to provide new levels of visibility, information and insight. Using analytics and intelligence drawn from the logs of machine data, you can gain this operational visibility into the layers of your environment and turn the silos of machine data generated in your data center into integrated and actionable information. In other words, Splunk allows you to pull data from each of your IT layers and mix it all together in a time synchronized manner. Splunk brings in raw data, we time synchronize it, and we put it in a common place. Then you can do a simple keyword search for errors so that you’re able to see the beginning of a failure and start tracking it through different levels of the system.This helps you reduce your mean-time-to-investigate (MTTI) and mean-time-to-recovery (MTTR), keep your critical services running and to fix problems faster than ever before. This also means that IT staff is freed up to do more sophisticated, innovative, mission-critical work.Our Message to Tribes: Tribal governments and businesses operate in a unique space – providing a diverse variety of services to members while also running numerous lines of business can prove both IT and operationally challenging. Having a flexible platform that can tie together disparate silos of data to provide enterprise level visibility is paramount – both for streamlining operations as well as securing the organization against cyber threats.Splunk is a VALUED EXHIBITOR for TribalNet 2016. Visit them at their booth at this year’s conference!SplunkMEET YOUR VENDORSSplunk for Security: • Log Management• SIEM• Compliance Reporting• Rapid Incident Investigations• Advanced Threat Detection• Fraud Detection and Investigation• Insider Threat DetectionSplunk for IT Operations: • IT Operations Analytics• Messaging/Identity Infrastructure Monitoring• Virtualization Monitoring• Storage Monitoring• OS Monitoring• Servers and Networks• Wire Data Analytics• Container MonitoringSplunk for Application Delivery: • Advanced Application Monitoring• Troubleshooting• Capacity Planning• Service Level Management• Business Insight• DevOps• Container MonitoringSplunk for Business Analytics: • Business Process Analytics• Customer Experience Analytics• Product Analytics• Digital Marketing AnalyticsUse Splunk to enable yourself and your organization to see the forest and the trees. The big, the small, the patterns, the specific incidents can all be revealed in queries and visualizations that apply proper context.Same data, different perspective: turning Operational Intelligence into Security IntelligenceThe same principles hold true when applied to cybersecurity, and the same data can be analyzed from a different perspective. And as the security perimeter continues to grow and diversify, Splunk can adapt to maintain a holistic, real-time view into your environment. So rather than alerts being triggered to notify of a potential bottleneck or operational issue, alerts can be configured to notify you of known, signature-based threats (such as those logged by the IDS or malware solution) and unknown threats (such as a privi-leged account with atypical activity) on your network.Likewise, the same simple keyword search used to find the beginning of a failure can be applied to an IP address, user name or machine name to see all relevant information and context from many data sources. Getting Started with SplunkGive us a call at 301-520-3672 or email Eric Swartz: eswartz@splunk.com and let’s explore some areas that Splunk can help in your organization! Or if you’re more of the do-it-yourself type, head over to www.splunk.com/download and give it a try! Awards and Accomplishments • Named a leader in Gartner’s SIEM Magic Quadrant 4 years running• Healthcare Informatics Leading Edge Award for Interoperability• SC Magazine Awards for Best SIEM Solution and Best Fraud Prevention SolutionEveryone likes IT and technology makes everything easy, right? The old manual processes were no good and everyone was frustrated because things were not completed as effectively and ef ciently as they should have been. It is good to know we are going to have a new electronic system that will allow everything to work better. The new system will keep all participants on-task and they will now be obligated to get back with me when I start a process that requires a response or action item. The technology necessitates staff to do their part.Stories like this are heard over and over and over again. A lot of people think that by transitioning to a NEW electronic system everything will automatically be more ef cient. It will magically work better and allow us to complete tasks, unlike the past. This is a misconception. Think of it like an automobile factory line. In the 40s and 50s, you had several workers adding parts as they came down the line. At the beginning of the belt, it was just a frame. Then, each person had their own procedure to do along the way; while each progression was unique, it needed to be completed in a very speci c order. Once all the workers nalized their part of the process, the automobile moved along the factory line until it was ready to roll out the door as a nished product. Lets consider this for a moment. What if those workers were adding parts to the car out of order? What if they added tires before the axle was installed? What if they added the body of the car before the seats? Well, the nished product would not be completed. Or, it would take longer because the order of operations was not followed. Now, fast forward to today. The same process on the factory line is being completed by computer-controlled machines. Does this mean everything will automatically be better because of the advancement of technology? No, not if your order of operations is sequenced improperly.Contemplating all the areas in life where systems need to be in place healthcare and IT come to mind. Again, think about the factory line. Now replace the line with a surgical procedure. Would you want a clearly de ned method? Yes, you would, because if there are not clear and de ned processes or systems in place then the outcome and result wouldnt be satisfactory.Back to our story. We just completed this great implementation to our NEW system and it went smoothly. The training was excellent, but now something is wrong. The staff are not liking the new software. They say, It doesnt work. This not what we wanted. We were told it would do this or that or the other thing. All of a sudden, there is so much frustration with staff and your new implementation has become a failure because the end-user will not use the tool and they have reverted back to the OLD way of doing things.Is the new system really to blame? Did it not work correctly? Why wasnt it an improvement over the old manual way of doing things? These are all great questions. Every time I have implemented an application or added a new system, success or failure, always hinges on the satisfaction of the end-user. Many times managers, supervisors or directors place the blame on IT for the project going wrong. IT is a support service and every department in every organization are essentially ITs customers. However, IT is not, and should not be, leading the project that you requested and had a vision for undertaking. They recommend options based on the need you present. Much like that of a contractor when building a new home. They build what they are told to build, but when it is not built to the liking of the customer, then the contractors are blamed. Likewise, IT gets unfairly blamed for these failed executions. PROCESS IMPROVEMENTWhy Worry About Processes?FEATURED COLUMNSMATT CLAYDirector of Health ServicesPokagon Band of Potawatomi IndiansMatt Clay, Director of Health Services, Pokagon Band of Potawatomi Indians56TribalNetSo how do we resolve this problem? How can we move forward in a good way to achieve success when we want to add a new software or system to make everything better? First, start with taking a good look into current processes or systems currently in place for operating your department or business. Are these systems working now? Where are the pain points? Why are there bottlenecks? Why is our production or output not where we want it to be? Why are we not providing the highest level of service possible to our customer? The list of questions could go on and on. However you assess your current systems and the issues that lie within, you must realize that no matter what you do, no matter how many different electronic solutions you find, there will never be one electronic system that works for you if you do not improve your organizational processes. Making a transition to something “NEW” is not the solution if your flow is not structured for efficiency. The solution is a great way to foster improvement and growth and may be a great tool to allow your organization to elevate and improve. You can implement dozens of software programs; but, until you fix the problem, then no amount of technology will help.Everyone likes IT.… and technology makes everything easy, right? The answer is ‘no’. Technology doesn’t make anything better, especially if the method in place is already failing. Improve your process and then you can have great success when you do decide to make the transition.FEATURED COLUMNSMatt Clay is the director of health services for the Pokagon Band of Potawatomi Indians. He was formerly director of IT and chairman of the Health Board, and currently sits on Foundation Boards for the local hospital system and local college. Matt is also on the local school board. Matt has been involved with many projects including, restructuring of the Department of IT, building a new health facility, among many department specific technology upgrades. Matt enjoys the challenge and looks forward to new projects in the future.Allscripts connects people, places and insights by integrating clinical and operational data. This delivers a complete view of a patient’s health that follows them through each stage of care. The Power of Healthy, Connected Communities.That’s the Power of Allscripts.Innovations that inspire smarter care.www.allscripts.comCopyright © 2016 Allscripts Healthcare Solutions, Inc.PROCESS IMPROVEMENTPRODUCT SPOTLIGHTCOMPANYHandel ITSALES CONTACTSCasey Bader Even BrandeVice President President & CEOcasey@handelit.com even@handelit.comwww.handelit.com www.handelit.comRiteTrack is a web-based, case-management and reporting database system for tribal social services. It offers standard, off-the-shelf modules based on federal requirements and best practices, and it can be customized based on a Tribe or department’s specific needs. Because RiteTrack is an Internet client, the Tribe’s IT department can replace support-intensive, last-generation, client-server programs with a single, centralized database system. Handel provides unrivaled service from implementation through support to accompany its exceptional software solutions.Who We AreHandel Information Technologies, based in Laramie, Wyoming and established in 1997, is now recognized as a leader in helping Tribes utilize technology to provide better tribal social services.Value to the Native American MarketInformation about services provided by a Tribe is often located in multiple, disconnected systems referred to as data silos. These silos can include legacy software systems, spreadsheets, and/or paper files that do not share common data and cannot communicate with each other. Data silos make staff less efficient by essentially requiring redundant data entry and creating barriers to services for members because they need to apply to and coordinate services from multiple programs. Additionally, reporting on the extent and effectiveness of services a Tribe provides may be incredibly difficult, and potentially inaccurate, because data stored throughout multiple sources does not report cohesively.However, an integrated solution promotes appropriate information sharing between departments and minimizes programs need for IT support. By eliminating redundant data entry and improving access to real-time client information, staff are more efficient and spend more time with clients. The benefits of integration can also be felt by members and clients as they no longer must coordinate services from multiple, segregated departments. An integrated solution simplifies the process for members to secure services and thus services are better administered while being more likely to support successful progress in the lives of members.While a RiteTrack integrated solution is the most powerful option, the individual, standard modules feature advantages over other offerings and operate as stand-alone solutions. A web-based, intuitive, interactive system is a powerful tool for Tribal services whether used by one department or multiple within a Tribe.RiteTrack’s standard modules include:• TANF/Workforce Development• Financial Services• Indian Child Welfare/Child Protective Services• Foster Families• Tribal Court • Employment and Training • Treatment Services• EnrollmentHandel offers professional, reliable services and support during procurement, through implementation, and for the every-day use of a RiteTrack system. Implementations are based on best practices and Tribes have a dedicated Project Manager who guides every step of the process. Handel has extensive experience with both converting data from legacy systems and integrating RiteTrack with third-party systems. With a user-friendly system, staff can help improve service delivery and produce essential reports as needed while reducing demand on an IT department. References of Where InstalledOver 20 Tribes and dozens of programs operate on RiteTrack. Tribes using an integrated system with multiple modules include the Mille Lacs Band of Ojibwe Indians, Northwest Intertribal Court System, Soboba Band of Luiseño Indians, and the Mohegan Tribe.Handel IT - RiteTrackCOMPANYHandel ITCONTACTS Casey Bader Even BrandeVice President President & CEOcasey@handelit.com even@handelit.comwww.handelit.com www.handelit.comWhat can you tell us about the health services program and technology in place at the Karuk Tribe?We are a self-governing 638 tribe providing family medical services along with behavioral health and dental at three clinics stretching over 100 miles. The health division employs over 83 individuals and as the Clinical Applications Coordinator (CAC) I report to the IT Director of the tribe. We use the RPMS suite of programs in all our clinics and for billing, and use Dentrix in our two dental clinics. My goal at the Karuk Tribe as the CAC is to make the systems work best for the providers. I don’t believe in making changes just because its new technology, it has to serve a better purpose for them and translate to better workflow or patient care. That motto has served me well in this role which I’ve been in since 2009.What do you feel is a priority for your team this year and moving forward?We recently received a grant from USDA/RUS for over $100,000. Funding that is providing us the opportunity to purchase video conferencing and telemedicine equipment to support the delivery of specialty, primary and behavioral health care services from hub sites in Sacramento and Redding to our three end-user sites in Happy Camp, Orleans and Yreka. We’ve started this project to offer enhanced tele-health and will be continuing it into 2017. In July we had 50 tele-health patients. That may not seem like a lot (especially to larger tribes) but, in comparison to 2015 where we maybe served 50 patients in an entire year, I’d say we are more than achieving our improvement goals! With our remote location and distance between sites, tele-med is a priority for us. I also think that MACRA/MIPS is a big topic on the minds of many healthcare professionals. There is such a big watershed in how care is reimbursed - it’s a big ripple effect and I imagine that to be a hot topic at this year’s TribalNet conference.What are some of the challenges that you face and solutions you implement to overcome them?Location, as mentioned before, is a challenge. This is why the attention to our tele-med program is such a priority. Another challenge we face at times is having difficulty with recruiting and retaining staff. As an interim solution to the issue, we utilize a temp agency to get licensed independent providers, but filling gaps in RNs and LPNs at some of our clinics remains a challenge. Our human resources department is also doing a great job marketing our area more. We have a lot of natural beauty in this region; I personally feel grateful to be here! Do you collaborate with any other organizations that play a role in your success?Yes, we do collaborate with and are members of several groups. Our IHS area office is a great resource and connection for us and we are also members of the California Rural Indian Health Board (CRIHB). We work closely with the Healthcare Alliance of Northern California which is made up of a dozen or so clinics in our region. Our relationship with them has been very important as we work on quality care programs. We are members of the California Telehealth Network which has been an amazing partner to us in our tele-health project. I was asked this year to serve on TribalNet’s Health IT Committee and have welcomed the opportunity to collaborate with my peers in that role. In 21 years of being in Tribal healthcare, the changes in the industry and environment speak for themselves. Aligning ourselves with several agencies and entities keeps our perspective broad.CAC, AMY COAPMANKaruk TribeHEALTH Q & AAMY COAPMANClinical Applications CoordinatorKaruk TribeWe would like to thank Amy for meeting with us on this interview. She welcomes your questions and comments at: acoapman@karuk.us59Aerial view of the Orleans ClinicFall 2016Next >