< Previous| tribalnetonline.comTECHNOLOGY | TELE-HEALTH40TeleMental Health Connects Services for those in NeedThis spring the Forest County Potawatomi Health & Wellness Center’s Behavioral Health Department found ourselves at a critical juncture: our contracted psychiatrist was retiring and there were no replacements in sight. It is well known that there is a shortage of mental health providers across the county, but in rural areas such as ours, the scarcity is even more profound. The clinic leadership did not want to have a gap in services due to the transition of staff, so they quickly began researching other options to meet this urgent need. Regroup Therapy After an initial search, interviews, and reference reviews, our clinic decided to contract services with Regroup Therapy, a telemental health group. Regroup Therapy’s mission is to ensure that anyone in need of mental health care can access a clinically-appropriate, high quality behavioral health provider, regardless of where they live. This organization recruits and deploys mental health providers across the country via telehealth. Their clinical model integrates with our own onsite Behavioral Health staff, their providers use our clinic’s electronic health record for documentation and Regroup provides our practice with analytics following the patient’s visit. Because our Behavioral Health Department is state certified for telehealth, we are required to provide our patients with survey questions following their visit, asking if the picture was clear, whether they could hear and understand the consulting provider and to rate the quality of the technology. Regroup collects these responses confidentially following the session and provides our leadership with the aggregate data. A Zooming Success After we secured an agreement, we held technical calls to review Regroup’s basic requirements and discuss recommended hardware. We worked closely with their group to strike a balance between performance and cost and ended up purchasing a 55-inch TV and mounting it and cameras on the wall. Regroup uses Zoom as the platform for conducting the telehealth sessions. Zoom is HIPAA compliant and was set up with a simple installation. Our behavioral health staff then used the new equipment and the Zoom platform to hold a “meet and greet” with the new provider. Staff were all very impressed with the quality of the picture and sound and welcomed the opportunity to become comfortable initiating a Zoom session. Our clinical leadership also worked with Regroup staff to identify a provider who would work well with our patient population and integrate with our staff. They provided us with resumes of potential candidates as well as reference information. After we selected a psychiatrist, credentialing was completed and our Health Information Management team created a new provider account in our electronic health record. Our electronic health record is cloud-based, which makes provider access simple and allows us to train from afar in an efficient manner. A quick WebEx meeting connected us to our new psychiatrist, and we were able to walk through the departmental workflows and documentation tools within the record. Cloud Based Integration Because our telehealth psychiatrist would be writing prescriptions for controlled medications and we knew that we did not want our patients to wait for a paper prescription with a wet signature to come via the mail before they could pick up their meds, we set up our new provider with Electronic Prescription of Controlled Substances (EPCS) functionality. Requirements of the Drug Enforcement Agency (DEA) affect elements of the prescribing workflow, including the need for providers to go through an identity verification process and maintain a rigorous audit trail to prevent fraud. In order to use EPCS, providers and practice managers need to set up identify verification and approve the individual within the electronic health record. The provider then uses two-factor authentication to prescribe controlled substances instead of paper scripts. In addition to the reduction of paperwork, EPCS creates a consistent ordering workflow for our psychiatrist. We are grateful to have the technology and partners in place to offer telemental health services at our clinic. The cloud-based electronic health record and EPCS functionality make the integration of these services even more seamless. These tools are a tremendous benefit for the patients in our community!BYANDREA STORMCLINICAL DATA ANALYST, FOREST COUNTY POTAWATOMI HEALTH & WELLNESS CENTERAndrea Storm is the Clinical Applications and Data Manager for the Forest County Potawatomi in Northern Wisconsin. While working at the FCP Health and Wellness Center, Andrea has served as clinical data analyst, meaningful use coordinator and quality improvement manager. She has been involved with many projects including the implementation of Regroup.ABOUT THE AUTHOR_!TNMag_FALL17_FINAL.indd 409/19/17 5:05 PMtribalnetonline.com | 41TRIBALNET | FALL 2017health ITTRIBALNET MAGAZINE FALL 2017 | The Indian Health Service (IHS) is working to re-evaluate the health IT system currently used by the IHS in federal hospitals and clinics as well as in some Tribal (THPs) and Urban Health Programs (UHPs). The current system, Resource and Patient Management System (RPMS), is a decentralized, integrated solution for management of both clinical and administrative information in these healthcare facilities. Flexible hardware configurations, over 50 software applications and network communication components combine to create a comprehensive clinical, financial and administrative solution. Professionals throughout the Indian health system use RPMS every day to efficiently provide high-quality care for patients. RPMS was developed in close partnership with the Veterans Health Administration. By adapting software developed by the VA for their system, VistA, IHS has been able to reduce expenditures on developing and maintaining RPMS. The VA recently announced a decision to move to a new system, offering IHS an opportunity to re-evaluate our health IT needs and options. The IHS is working with VA to ensure smooth transition to a new IHS health IT system. The eventual loss of the VA as a source of software code development changes the way we look at RPMS and will raise the cost of continuing to use the system. The IHS is using the VA’s decision as opportunity to evaluate our EHR platform. It’s important to note that the VA is still developing a timeline for their transition, which means the VA will continue their support for VistA, and, by extension, RPMS, for several years. Prior to the VA’s announcements, the IHS Information Systems Advisory Committee (ISAC) had started a workgroup to examine the larger question of our EHR and health IT platforms. That work is underway and should provide decision makers with useful options for consideration as well as documented decision-making criteria to consider when making a decision. IHS HAS ALSO CONDUCTED SEVERAL LISTENING SESSIONS WITH A BROAD ARRAY OF STAKEHOLDER COMMUNITIES TO GATHER INPUT TO ASSIST IN OUR DECISION-MAKING PROCESS. THE WORK OF THE WORKGROUP, INPUT FROM ISAC, COMMENTS GATHERED DURING THE LISTENING SESSIONS, AS WELL AS ENGAGEMENT WITH HHS AND OTHER FEDERAL PROGRAMS, WILL ULTIMATELY CONVERGE TO PROVIDE THE IHS WITH GOOD INFORMATION TO HELP DETERMINE A BEST PATH FORWARD. We will continue to update our stakeholders as we develop a plan to improve the IHS health IT platform. The IHS wants to make sure we engage our stakeholders, examine all the input and ensure that we are appropriately timed with the federal budget cycle. But, with that said, the IHS must make measured progress towards the improvements that will benefit our organization.IHS Engages in Re-evaluation of Health IT SystemsAGENCY UPDATE: IHS The Indian Health Service (IHS) is working to re-evaluate the health IT system currently used by the IHS in federal hospitals and clinics as well as in some Tribal (THPs) and Urban Health Programs (UHPs). BY CAPT. MARK RIVESIHS Chief Information OfficerWWW.IHS.GOV INDIAN HEALTH SERVICE (IHS) | AGENCY UPDATE_!TNMag_FALL17_FINAL.indd 419/19/17 5:05 PMFEATURE | TRIBALNETONLINE.COM| tribalnetonline.com42SECURITY | PERSONAL IDENTITYTribal identity documents (IDs), much like drivers’ licenses or state ID cards, are vulnerable to counterfeiters, fraudsters and criminals. Like many identity documents, tribal ID cards grant citizens the type of opportunities identity thieves look to exploit for fraudulent identification needs or financial gain. And with increasing access to technology, including those technologies used to create authentic IDs, cyber criminals can now counterfeit IDs. Therefore, increasing the security features in IDs puts tribal governments ahead of threats and renders identity thieves unable to create fraudulent IDs. An evaluation of current tribal IDs reveals that the time to begin enhancing security features is now. Furthermore, performing a high-level security audit of tribal ID cards’ security features is a useful and enlightening practice; it can help tribes decide whether updating tribal ID cards with enhanced security features is a valuable project in the immediate future. SECURITY FEATURES Security features are physically existing elements within the design of a tribal ID card. These features on/within a tribal ID card fall into one of two categories: overt or covert. Whereas overt security features are visible to touch and the naked eye, covert features are hidden. Both types of features come together to create highly BYPAWEL MAJKOWSKITRIBALPOINTsecure tribal ID cards for citizens and safeguard against counterfeiters illegally copying and using tribal ID cards for malicious activities. Overt security features on a tribal ID card may include (but are not limited to) visible features such as expiration date, issuance date and holograms. These features can also be tactile, such as laser-engraved images or perforations on the tribal ID card’s surface. Covert features, or features unseen by the naked eye, usher in a second wave of identification card security, further deterring counterfeiters from attempting to recreate ID cards. Covert features include (but are not limited to) RFID chips embedded within ID cards, ultra violet inks used in the printing process or unique holograms created specifically for use with an individual tribe’s ID card. These covert features are hidden on the card, and their security features and locations are held in classified documents. Organizations should regularly perform high-level evaluations of tribal ID cards to ensure that ID-card security is current and strong enough to deter counterfeiters. Frequently, organizations and governments fall victim to identity thieves and counterfeiters because security reviews are not performed often enough. Infrequent reviews result in outdated technologies incapable of providing high levels of security. Enhancing Tribal Identification: Increased Threats Call for Increased Security Features AS CRIMINALS INCREASINGLY LEVERAGE TECHNOLOGY IN ORDER TO COMMIT MORE EFFECTIVE IDENTITY FRAUD, ORGANIZATIONS WILL NEED TO UTILIZE ID SECURITY FEATURES IN ORDER TO PROTECT DOCUMENTS. THESE HEIGHTENED TECHNOLOGIES CAN PLAY AN IMPORTANT ROLE IN THE EFFECTIVENESS OF TRIBAL DOCUMENT SECURITY. CURRENTLY, TRIBES PUSHING FOR EVEN MORE SECURITY ARE ENTERING INTO MEMORANDUM OF AGREEMENTS (MOAs) WITH THE DEPARTMENT OF HOMELAND SECURITY/CUSTOMS AND BORDER PROTECTION TO CREATE WHAT IS KNOWN AS ENHANCED TRIBAL IDENTIFICATION CARDS (ETCs). ABOUT THE AUTHORPawel Majkowski is TribalPoint’s enhanced tribal Identification card expert. His passion for helping tribes in all aspects of technology solutions flows through in the Tribal IT knowledge he provides. In addition to championing enhanced tribal card identification, Pawel also collaborates with tribal governments on digital vision building and citizen to e-government portals._!TNMag_FALL17_FINAL.indd 429/19/17 5:05 PMtribalnetonline.com |43TRIBALNET MAGAZINE | FALL 2017tribalnetonline.com | 43EVALUATING ID CARDS FOR SECURITYFirst, a visual inspection will expose the overt security features currently in use. On the card, make sure to look for expiration dates, signature of card holder, holograms, watermarks, color shifting or pearlescent inks and ghost images of the card holder. Take note of the amount of security features currently in use. If only one to two security features are used, the ID card may need stronger overt security features to deter counterfeiting. Second, document the covert features currently used on your tribal ID card. If covert security features are not easily identifiable, you can research them. Many times, you can refer back to documentation within your government to learn if any covert features are being used for your ID card. If a tribe uses an implementation vendor for ID cards, you can ask the vendor if documentation is available. If all avenues are exhausted and there is no documentation, it is likely that no covert security features are being utilized—meaning, there is an opportunity for your tribe to utilize more covert security features within your ID cards. Heightening the security features of tribal ID cards does not have to end with a security evaluation and issuance of more secure tribal ID cards. It could also lead tribes to partnerships with other organizations. Currently, tribes pushing for even more security are entering into Memorandum of Agreements (MOAs) with the Department of Homeland Security/Customs and Border Protection to create what is known as Enhanced Tribal Identification Cards (ETCs). The MOAs outline security standards that both parties follow in the administration/data exchange/audit of the ETC program. The ETC provides citizens of participating tribal governments more options than enhanced tribal ID cards. Citizens can use ETCs to cross into Canada and Mexico via land; to gain entrance to gaming facilities and military bases; and to verify their age to businesses. There are many opportunities today to leverage ID security technology and add value to IDs. A quick evaluation of current ID card security can yield insight into future needs and help tribes determine goals for security enhancement. No matter the condition of your tribe’s citizen ID card, there is always opportunity to strengthen security features. The Department of Homeland Security/Customs and Border Protection’s ETC is just one example. Regardless of where the journey for enhancing tribal citizen IDs ends, there is great comfort in knowing that the best resources were utilized to protect citizen identities. Make a review of your tribal ID cards an integral piece of the strategic vision for security within tribal governments.Tribal CourtTreatmentServicesProtectiveServicesWhat Integrates Your Justice and Social Service Programs?RiteTrack — web-based, customizable software solutions for Tribal Services.See the Product Spotlight on page 47 to learn more about integrating data for Tribal Courts, Protective Services, and Foster Care. Other standard modules available include Treatment Services,Enrollment, TANF, Employment and Training, and Financial Assistance.Microsoft PartnerGold Application Developmentwww.handelit.com | 307-742-5555 | info@handelit.comContact us for more information or to schedule a demoTRIBALNET MAGAZINE | FALL 2017_!TNMag_FALL17_FINAL.indd 439/19/17 5:05 PMFEATURE | TRIBALNETONLINE.COMThe Multi-State Information Sharing and Analysis Center (MS-ISAC), a division of the Center for Internet Security, is the focal point for cyber threat prevention, protection, response and recovery for the nation’s state, local territory and tribal (SLTT) governments. The MS-ISAC provides a central resource for gathering information on cyber threats and two-way sharing of information between and among public and private sectors in order to identify, protect, detect, respond and recover from attacks on public systems and Infrastructure.The MS-ISAC is a free service that is comprised of representatives from SLTTs. The MS-ISAC has built and nurtured a trusted environment between and among our nation’s SLTTs by providing valuable information and lessons learned on cyber threats/exploits, vulnerabilities, mitigation, consequences, and incidents, and direct assistance with responding to and recovering from cyber attacks and compromises. The MS-ISAC works closely with DHS and is recognized as the national ISAC for SLTTs to coordinate cyber readiness and response. There is never any cost associated with membership in the MS-ISAC, making it a valuable adjunct to your Cyber Security readiness.meet the MS-ISAC teamThe mission of the MS-ISAC is to improve the overall cybersecurity posture of the nation’s state, local, tribal and territorial governments through focused cyber threat prevention, protection, response, and recovery. ANDREW DOLANDirector Stakeholder EngagementAndrew.dolan@cisecurity.orgPRODUCTS AND SERVICES• 24/7 Security Operation Center • Incident Response Services• Cybersecurity Advisories & Notifications • Cyber Alert Map• Weekly Top Malicious Domains/IP Report• Malicious Code Analysis Platform • Vulnerability Management Program • Nationwide Cyber Security Review • Access to Cybersecurity Table-top exercises• Awareness and Education Materials • Monthly Members-only Webcasts • Access to Secure Portals for Communications and Document SharingMEMBERS INCLUDE• Ak-Chin Indian Community • Gila River Indian Community • The Hopi Tribe• Mohegan Tribe of Indians • Choctaw Nation• Salt River Pima-Maricopa Indian CommunityFOR MORE INFORMATION VISIT US AT WWW.CISECURITY.ORG/MS-ISAC/Proud Exhibitors of the 18th Annual TribalNet Conference. Stop by and say hello, our team looks forward to giving you Confidence in the Connected World! MEET YOUR VENDORS | MULTI-STATE INFORMATION SHARING AND ANALYSIS CENTER (MS-ISAC)PAUL HOFFMANProgram Manager Stakeholder EngagementPaul.hoffman@cisecurity.orgKATERI GILLProgram SpecialistKateri.gill@cisecurity.orgEUGENE KIPNISSSenior Program SpecialistEugene.kipniss@cisecurity.org| tribalnetonline.com44_!TNMag_FALL17_FINAL.indd 449/19/17 5:05 PMTRIBALNET | FALL 2017TRIBALNET | FALL 2017Something for Everyone at Tribalnet 2017Tribalnet 2017IT SECURITY • IT LEADERSHIP • TRIBAL GOV'T • TRIBAL GAMING/HOSPITALITY • TRIBAL HEALTH IT • NON-TECHNICAL EXEC/LEADERSHIPNEARLY 40 SESSIONS ACROSS SIX TRACKS:Keynotes, breakout session topics, tradeshow, networking and more.Keep your eye on these value-adds for your conference week.Security exercises to enhance your skills & knowledgeBoost your presentation skills & visionary thinkingKey speakers and hot topics you can't miss Our all NEW leadership/exec committee has put togetheramazing sessions for the non-technical leaderSee all the new and cool features of your own gamingsystem PLUS evaluate others all in one-dayWe’ll See You There!Meet w/ Fed, State and Regional reps at theNEW Gov't Connections Open House _!TNMag_FALL17_FINAL.indd 459/19/17 5:05 PM| tribalnetonline.comFEATURE | TRIBALNETONLINE.COM46TRIBALNET MAGAZINE FALL 2017 | 46The Department of Homeland Security’s (DHS) State, Local, Tribal and Territorial (SLTT) team in the Office of Cybersecurity and Communications (CS&C) connects SLTT governments with DHS programs and service offerings that strengthen their enterprise-level cybersecurity posture. CS&C’s SLTT team supports its stakeholders in several ways: first, through its involvement in the Multi-State Information Sharing and Analysis Center (MS-ISAC), and second, by analyzing areas of need in SLTT governments. The MS-ISAC is a 24x7 joint security operations and analytical unit that monitors, analyzes and responds to cyber incidents targeting SLTT governments. The MS-ISAC is the DHS-recognized resource for collaborative cyber information sharing and analysis among SLTT governments and fusion centers. It is made up of three functional areas: (1) the Security Operations Center (SOC), which provides monitored security services for SLTT governments; (2) the Stakeholder Engagement Team, which provides account management services and administers key MS-ISAC membership programs such as the Nationwide Cyber Security Review (NCSR); MS-ISAC Workgroups; MS-ISAC National Poster Contest; and plans the MS-ISAC Annual Meeting; and (3) the National Cybersecurity and Communications Integration Center (NCCIC) Liaison—two MS-ISAC Liaison Officers sit on the NCCIC floor in Arlington, VA. FEDERALLY-RECOGNIZED TRIBES PLAY AN IMPORTANT ROLE WITHIN THE MULTI-STATE INFORMATION SHARING AND ANALYSIS CENTER. IN 2016, CHUCK SCHARNAGLE OF THE MOHEGAN TRIBE IN CONNECTICUT WAS ELECTED TO THE MS-ISAC EXECUTIVE COMMITTEE. IN ADDITION, EIGHT TRIBES ATTENDED THE MS-ISAC 2016 ANNUAL MEETING TO LEARN ABOUT PRESSING CYBERSECURITY ISSUES AND LEADING PRACTICES. To help SLTTs reduce their overall cyber risk, the SLTT team is engaged in strategic projects concerning governance and cost estimating. The SLTT team analyzes cybersecurity service offerings to explore how SLTT governments can address cybersecurity operational challenges and to identify promising practices that can be aggregated into nationwide best practices and guidance for DHS to share. Its cost estimates project examines ways to quantify cybersecurity investment benefits, in dollars as avoided losses, and compare investment dollars with investment impacts. Currently, the cost estimate team is particularly focused on studying response and recovery costs. The SLTT team will continue to share research findings with our SLTT partners once these studies reach their respective conclusions. Strengthen your enterprise-level cybersecurityAGENCY UPDATE: DHS For more information on connecting with SLTT team-affiliated cybersecurity programs, please email slttcyber@hq.dhs.gov. For more information on additional MS-ISAC programs for tribal governments, please email info@msisac.org.MR. ROBERT GATLIN Department of Homeland Security Office of Cybersecurity and Communications Section Chief—State, Local, Tribal, and Territorial 703-705-6165 | SLTTCYBER@HQ.DHS.GOV AGENCY UPDATE | DEPARTMENT OF HOMELAND SECURITY (DHS)| tribalnetonline.com46_!TNMag_FALL17_FINAL.indd 469/19/17 5:05 PMCase files contain pertinent information about involved parties, charges and all legal actions in the case.Charges and statuses across all cases are available on Person records.RiteTrack modules can be implemented as stand-alone systems or combined to create powerful, integrated solutions that utilize one database for information management. Some of the most popular modules are those that manage protective services including Indian Child Welfare, Domestic Violence and Tribal Court. Robust and granular security settings ensure that appropriate data can be shared while other information remains confidential within and between departments. Comprehensive reporting is generated using common grant requirements, federal guidelines, and recognized best practices. This helps satisfy funding sources data requirements and provides administration or Tribal Council with insight into service provisions and outcomes. RiteTrack is at the heart of Tribal service provision models that have received national attention. Improving data management and reporting supports self-governance and the ability of a Tribe to successfully manage social service programs. RiteTrack implementations are more than just databases. They are also the engine driving a Tribe’s goals and vision. RiteTrack turns data into information that can identify needs, inform improvements, and justify funding for social service programs.Over 30 Tribes and dozens of programs operate on RiteTrack. Tribes using our powerful solution include the White Earth Nation, the Soboba Band of Luiseño Indians, the Northwest Intertribal Court System, the Federated Indians of Graton Rancheria, and the Mohegan Tribe. TRIBAL COURT MODULE• Criminal and Civil Case Management• Offender Charge(s) Tracking• Hearings and Legal Actions• Case Notes and Documents PROTECTIVE SERVICES MODULEIndian Child Welfare, Child Protective Services, and Domestic Violence • Incidents and Allegations • Investigations • Findings • Assessments • Referrals • Safety/Treatment PlansContact us today for more information:CASEY BADER, Vice President307-742-5555 | Casey@handelit.com www.handelit.comFOSTER CARE• Foster Home Management• Placement History• Foster Home PaymentsOTHER STANDARD MODULES• Enrollment• TANF• Financial Assistance• Employment and Training• Treatment ServicesEXAMPLES OF MODULES AND THE CORE FUNCTIONALITY INCLUDED:ritetrackproduct spotlightRiteTrack from Handel Information Technologies, Inc.is a web-based, case management and reporting software for Tribal Social Services. It provides standard, off-the-shelf modules that can be further configured to add features for each Tribe or program’s unique needs and specifications. _!TNMag_FALL17_FINAL.indd 479/19/17 5:05 PM| tribalnetonline.comMANAGEMENT | TEAM DEVELOPMENT48BYRICHARD RADER CHIEF TECHNOLOGY OFFICER,UMPQUA INDIAN DEVELOPMENT CORP.Welcome to what I see as the perceived “new norm” of a successful IT operation: where your team, products, and partners will support your organization or enterprises by providing the best IT department—with limited resources. Vendors have created a perception and carried this message to tribal executives and senior leadership, that all IT should be on-demand yet be provided with and be using little to no resources. IT leadership is responsible for bringing attention to what is perceived as achievable versus reality of how to get there. The tribe, and business endeavors, are always looking for faster ways to access their information and offer new and exciting services to their members and customers. The IT Department is an important component of delivering these new services and options. Sometimes the way to achieve these goals is through use of new technologies and ideas such as cloud and outside labor. Without acceptance and consideration of these new methods, there can be a struggle in the “new norm” that’s expected of IT operations. Tribal leadership and executives need to be stewards not only of acceptance of new technologies, but of the resources available. We all should be working to protect them to use in the best possible manner to support the membership of the tribe and the business objectives, allowing IT to aid in achieving their goals. Let’s take a look at some tips to succeeding in the “new norm”: Know Your Team! The most important work you can do as the leader is know your team’s weaknesses and strengths. • Get to know your team on a personal level, and understand what drives them to achieve goals in life as well as work. Understanding your team will allow you, the leader, to best allocate the human capital into your strategic vision. • Work with your team to understand their one-year, five-year, and long-term employment goals. Having this information will allow you to look for opportunities for your team to grow through training and opportunities. • During your budgeting activities, look for events and trainings that will grow your team in the way you envision. This can be a traditional training (onsite) or a modern method (remote); both have their advantages and disadvantages. Look for events such as TribalNet, G2E, Hospitality Show, and other vendor specific events to send your team to. These activities might affect your team organization for a few weeks but the return on investment is great: new ideas and potentially new products and services to support the operations. • Meet and discuss the overall team on a regular basis. This will support business continuity in the event of unexpected teaming changes or service impacts. Know Your Products! The IT department and individual team members have learned organically about the products and services that you support. It is not fiscally possible to have each team member learn about all the products and services. In our organization, we support over 140 different technology products, platforms and services (PPS). Once a team member has learned something new about the PPS, it needs to be ingrained in the culture to document this learning into your helpdesk tools. Our team uses a helpdesk platform with built in knowledge base functionality. Upon completion of the case in the helpdesk software, the platform automatically builds the KB article for your reviews and allows edits to post to the article in the system. The team shares what they have learned with the other team members, making this a tool Richard Rader’s organization provides all IT support to the businesses inside the Cow Creek Band of Umpqua Indians. In 2012, the IT organization was restructured from just the casino and some businesses to overseeing all IT operations for the tribe. Richard has a staff of 20 Technologists over two different geographical locations supporting over 1,200 employees in the various businesses and government along with a tribal membership of over 1,300. The tribal history of the Cow Creek Band of Umpqua Tribe of Indians is quite impressive and shows the resilience of the people and their culture moving forward. The story is located on the website at: http://www.cowcreek.com/tribalgovernment/tribal-story. A good resource of information showing how the tribe was forced to disband and collectively were able to reinstate their rights and work as a cooperative partner with the community.ABOUT THE AUTHORthe new normSucceeding with Limited Resources_!TNMag_FALL17_FINAL.indd 489/19/17 5:05 PMtribalnetonline.com | 49For more info, visit try.smartsoftusa.com/verify 888.227.7221Never a Gamble, Always a WINValidate your players’ contact informationSAVINGS17%VALIDATEUPDATEENHANCEVerify addresses for players,employees, etc...Addresses are standardized &ZIP+4 appendedHigher delivery rates = greater ROI on your marketing $$$Simple integration into existing systemsNever Lose a Player Again!SEE US ATBOOTH #4107GLOBAL GAMINGEXPOfor the entire department. Each of our PPS has a system definition document, which utilizes words and diagrams to display the following characteristics to team members: System Name, System Description, System Support Model, System and Data Flow Diagram, Connection Information, Problem Characterization (Outage Type, Scope, and Severity), Troubleshooting and Diagnostic Tools and Top Reported Issues with System. The documentation allows each team member to have a basic outline and understanding of the system to aide in the characterization of the problem. The team uses this information to resolve issues faster and without the need to escalate the problem to another team member. We have found that the documentation component alone has driven down our metrics from Response Time through Resolution in all areas, while increasing the complexity and numbers of PPS. We are able to do more with fewer human resources. Know Your Partners! At some level and at some point, we all must rely on our partners to support the restoration of services as a component of the overall IT strategy. Knowing your organization’s acceptance of risk and its impact is key to defining a support strategy. Partners will work with you, but they are not in your control during the “heat of the battle,” such as when a system is offline or not performing correctly and the senior leadership team wants a resolution immediately. My experience with partners is that they will make a great effort; however, they operate with their own limitation of resources and knowledge in their products and services. Partners would like every customer to be on the latest version of the PPS; however, this is not always feasible or good practice for newly released functions and systems. Outsourcing your helpdesk might seem like a fiscal success in the short term. However, if the knowledge is lost, then you are 100% reliant on the partner, and if something happens, this can put the IT department into a tough situation. Partners also have their own agenda to get more revenue after the relationship is established. Eventually, the cost to outsource the PPS might exceed the benefits gained and open the organization up to more risk. During the strategy phase, planning and understanding the risks and rewards is key to making the best decision for your operation. Know that your team, products and partners will help you make decisions to lead the organization to deliver measurable value back to the operations. This is true in both governmental operations and business operations. Building relationships with other leaders in your environment will make your department’s success greater. In addition, understanding your organization’s appetite for new technologies and risk is important to your department. In IT, we should be viewed as a consultant, friend, supporter and resource of knowledge. Some tribes, due to tribal sovereignty, will not allow systems or products to be stored off tribal properties. Some regulations that we must comply with also direct where a system or a service can be located. It is our job as IT leaders to know this so that we can help deliver the services to our membership and our customers.TRIBALNET MAGAZINE | FALL 2017_!TNMag_FALL17_FINAL.indd 499/19/17 5:05 PMNext >