New Employee IT Onboarding - Overview

a.Who are your IT Hero’s

Name	Role	Working Hours	Contact Info

Basil George	IT Technician	9am-5pm(Mon-Fri)	Email:basilg@cdlhomes.com Phone: 780-399-8750

Christenson Group of Companies (Referred to as “CDL” henceforth) IT Dept consist of 2 staffers, whom you can contact for any of your IT requests.

You can always reach the IT Dept by any of the below methods. We highly recommend creating an IT tickets over the other methods. However we know that this is not possible every time based on the severity of the situation. (For example in the event of an internet outage)

Creating IT Tickets: Creating an IT ticket is the preferred method, and a sure shot way to reach the IT Dept. IT Tickets ensure that your concerns are not missed out among other emails etc. You can create IT tickets in 2 ways.

1.Send Email to itsupport@cdlhomes.com

Sending an email to itsupport@cdlhomes.com automatically converts the email to an IT ticket. Please mention the subject line with your IT issue. On the email content, kindly describe the issue in depth. Details should include the actual problem/device on which issue is observed/criticality of issue etc. You can send the email from your computer or Mobile phone.

2.Create Tickets On IT Ticketing Portal

Visit CDL ticketing portal at (https://cdlhomes.sherpadesk.com )
Select “Submit a Ticket” option on the webpage. Follow the self-explanatory dropdown selections from the page, and choose the “Submit Ticket” at the end of page.
Selecting the priority of the ticket is of high importance here. Priority 1 is considered as urgent. If you did not select a priority during ticket creation, default priority is priority 4.

Note: You do not have to login to the portal to create an IT ticket. So please do not try to login to the portal.

Calling Directly: You could call us directly, if IT ticket creation is not possible. In the event of an internet outage or if urgent help is needed, the best way to reach us is a direct call on our mobile phones.
Email Us: This is our least preferred method to reach us. We may tend to miss your emails, on a busy day. So please choose this method as your last resort always.

c.Before Contacting IT Dept

We recommend that all staffers perform basic troubleshooting steps for any software & Hardware related issues. As we always say in IT, a simple restart can solve most of the problems.

If any software/hardware has stopped working, then please shutdown the device. Wait for 10 seconds, and start the device again. Recheck if the problem persists. If problem still persists, contact IT Dept.

2.Department Wise CDL Accounts

Different types of accounts are allocated to various departments across CDL. These are needed to access IT Assets/tools as and when required. Below are the common Account types

a.Account Types

Account	Department
Computer Login Account	Created for All Department staff
Email Account	Created for All Department staff except for Site HCA’s & Temporary Visitors
Yardi Voyager Account	Created for Executive Directors/Resident Service Coordinators/Receptionists/Accounting & Maintenance Staff
Yardi Voyager plus Account	Created for Recreation/Care Staff
Google /Apple Account	Created for all Staff who is allocated a corporate Mobile phone
Shaw Landline Account	Created for Staff who have been allocated with a Landline
Glip Account	Created for Staff Using Collaboration Tool
RingCentral Meetings Account	Created for Staff Using Video Calling/Screen Sharing
Yardi CRM Account	Created for Sales & Marketing Staff
Surge Account	Created Only for Care Staff
Avanti Account	Created Only for Payroll/Wellness Manager & Unit Clerk Staff
Timberline Account	Created for Developments Staff
Homefront Account	Created for Developments & Can-Der Staff

Care Staff: Includes Wellness Manager/Team Leads/HCA’s & LPN’s

b.Point Of Contact for Account Related Issues

Account	Department to Contact
Computer Login Account	IT Dept
Email Account
Yardi Voyager Account
Timberline Account
Homefront Account
Google /Apple Account
Shaw Landline Account
Glip/RingCentral Meetings Account
Avanti Account	Joey Elliott/Donna(payroll@cdlhomes.com) Or IT Dept
Yardi CRM Account	Brooks Tanner/Kendra Or IT Dept
Yardi Voyager Plus Account (EHRx)	Marjan Mobed & Clinical Team Or IT Dept
Surge Account	Marjan Mobed & Clinical Team
Social Media Accounts(Facebook/Twitter)	Brooks Tanner/Kendra Or IT Dept

If you fall under any of the above mentioned departments, please read the section that’s relevant to you from below.

c.Computer Login Account

A username/password is provided to you for logging into CDL computers. You can use your login credentials to login to any of the computers at any our communities. Normally your username is the first name and the 1st letter of the last name.

For eg user Basil George will have below Login credentials

Username: basilg

Default Temporary Password: Temp1234

Temporary Password will be asked to be changed during first login. Password Criteria is as below

At least 8 characters long
Should not contain the user’s name
Is not the same as your last 2 passwords

CAPITAL LETTERS
lower case letters
Numbers (1, 2, 3, 4…)
Special Characters (~!@#$%^&*_-+=`|\(){}[]:;"'<>,.?/)

Your Computer Login Password expires every 90 days. You will be notified about the password expiry, via email from the 86^th day onwards, everyday till 90^th day. If you do not renew your password post 90 days, you will need to get in touch with IT Dept to reset the password.

Best Practice: Please keep your desktop clean and do not clutter it with files. Your desktop should ideally only have shortcut files on it.

d.Email Account

You are allocated an Email address if you fall under the department mentioned in section “Account Types”.

Your Christenson Email Account will always be username@cdlhomes.com. For example, if the username is basilg, then the email address will be basilg@cdlhomes.com. Email Address are never case sensitive.
CDL uses Microsoft Outlook as our email client. So any computer you login to, should be setup with email for the very first time, if you intend to use your email on that particular computer.
Open Microsoft Outlook icon on the desktop. CDL uses 2010/2013/2016 versions of Outlook. This may vary according to computers. If Outlook icon is not available on the desktop, you can always search it from the search box on the desktop.
Select Next on each window that comes up, and choose “Finish” on the last window.. No manual entry is required.

Note: When Outlook opens, Make sure to setup your email signature in Outlook. We have a specific template for it

Find Employee Details in Outlook (Only Internal Employees)

You can easily find co-worker details in your Outlook. If you only have a name to search for, and do not have any other details, then

Open Outlook
Click on new email
Select the “To” option
Then type in name of employee
Double click on the name, which opens the contact properties.

The properties window will give you the designation/Phone Number to contact/ Community the employee is working at , and other details of the user you are searching for.

e.Yardi Login Account

Yardi is a CDL multi-purpose tool that is used by Accounting/Management/Recreation/Sales/Care & Maintenance Teams. We have 3 main portals that we use with Yardi. Each Portal is designated for specific teams to use. Details are given below

Yardi CRM : A portal used by our Sales/Marketing Staff. If you are a sales/marketing staff, then you may be using this Yardi portal ONLY. This portal is for storing details pertaining to potential prospects/Leads/Residents etc

Yardi VoyagerPlus EHrx Portal : A portal used by our Care & Recreation Staff. If you are either, then you may be using this Yardi portal ONLY. All Resident Care related data is entered on a day to day basis by the Care team at every community.

Yardi Voyager Admin Portal : A portal used by Head Office Staff/Executive Directors/Resident Service Coordinators/Receptionists/ Concierge/Accounting & Maintenance or Housekeeping Staff, for creating/tracking/Approving/completing Work Orders or Purchase Orders.

A username/password is provided to you for logging into Yardi Portals. Normally your Yardi username is the first name and the 1st letter of the last name.

For example, user Basil George will have below Login credentials

Username: basilg

Default Temporary Password: yardi123

Temporary Password will be asked to be changed during first login. There is no Password CriteriaNote: Yardi Password does not Expire.

Best Practice: Do not save Yardi password when you login. Always type your password every time. This would help you remember the password, when logging to multiple computers.

f.Google/Apple Account

If you are allocated a corporate cell phone(Android or Apple phone), then you will be provided with google or apple account.

The Google /Apple account credentials are created based on your designation.

Please do not change login password or enable 2 factor authentication for your google or apple accounts.

You can check with IT Dept for any details related to credentials.

You can use this account for downloading/installing apps on your cell phone.

g.Avanti Account

Avanti is the CDL Payroll Software. We have setup/configured 2 accounts per community. Exceptions are for communities like Devonshire etc who have been provided extra Avanti accounts for Housekeeping. Use of these accounts are described as below,

1 Avanti account is allocated for the Unit Clerk of the community. Unit Clerk enters in the schedule for all the employees at site.
1 Avanti account is allocated for the Wellness Manager of the community. Wellness Manager approves the schedule after checking if the employee has indeed worked as per the schedule. WM manually edit schedules etc if there are discrepancies. Once approved by the Wellness Manager it passes to the Payroll Department for Salary Payment.

h.Glip/RingCentral Meetings Account

Glip by RingCentral is a collaboration tool that is used at CDL. All Management staffers are assigned the basic account which covers all features except Video calling/Screen Sharing. The Video Calling/Screen sharing feature is provided by Ringcentral Meetings app. Please understand that though Glip & Ring central meetings are from the same vendor, they are 2 separate apps, that’s installed on a computer. There will be 2 Desktop ICONS for the same. Ringcentral meetings account for Video calling/Screen sharing is allocated based on role/designation. The Glip Login credentials will always be your CDLHOMES.com Email address, and a password of your choice. The Glip/Ringcentral Meetings tool supports the below mentioned functionalities.

Individual Chatting/Video Calling/Screen Sharing: You can chat with other staffer’s one on one.
Group Chatting/Video Calling/Screen Sharing: You can chat or do video call/screen share with other staffer’s in a group setting.
Presence Indicator: Lets you know if the staff you are trying to reach is available for a quick chat or question or in Do not Disturb mode
- Search feature available for any chats or tasks or anything that you would like to find, that you might have discussed previously with your team or 1:1 conversations.
- Team Collaboration: Create public or private teams with specific staff members. Chat with all team members at the same time, Share common files/ideas with team. Post/like or Pin important team messages. Allocate tasks to different staff members with due dates or Calendar events.

IT Dept will be sending across Glip/Ringcentral Meetings invite emails to you

1.Open the invite email. Note that the invite email is time sensitive. You need to activate/create account within 24 hours from receiving email, post which it will expire, and we need to resend the invite.

2.Choose the “Start Conversation” or “Setup Account” option in the email. This should automatically open up a web browser like google chrome, and ask you to enter in your first & last name and a password. Password needs to be a combination of letter/number/minimum of 8 characters/special character (!, @, $, #)

3.Choose “Create Account”. Done. You will logged into the browser version of Glip.

4.There is a computer app and a mobile app for Glip. The mobile app will be auto installed for you, if you have been allocated a corporate cell phone. The app should be installed on your computer. However if not installed, then we need to install the Glip computer App on your computers. We can deploy the app centrally from our end. You do not need to do any extra steps for this. The app install will require a computer restart, which will give you a prompt that the computer will restart in 10 minutes. Kindly save your work and restart the computer to finish install.

5.Once restarted, you can log into Glip. You can put in your profile photo for easy identification.

6.There is only 1 public Team created in Glip called “Open Chat”. Posting messages in “Open Chat” will be sent & seen by all Glip account holders.

7.Happy Glipping!!!

Note:

1.Please do not create public teams, as this needs to be informed first to IT Dept or management.

2.Only create private teams that are absolutely required. Team creations can go messy very quickly, if they are not controlled. Follow up and archive the team when the project is completed.

3.Please let IT Dept know, when a staff leaves the organization, as we will need to deactivate the user from Glip. This is a mandatory step, as ex-employees can see and respond to all chats etc until they are manually removed/deactivated in Glip. Until IT Dept is informed about a user leaving us, we will not be deactivating the account.

4.If you are a smartvoice app user, please make sure that you sign out of the smartvoice, and only use Glip going forward. This will avoid confusion and keep all chats/etc on 1 platform.

5.You can use Glip on a cell phone or on a computer or through any web browser like google chrome or edge.

3.Find your Drives

a.Drive Types

Drives	Department
User P Drive	Created for Management/Recreation Staff
Site Maintenance P Drive	Common Shared Drive created per site for all Maintenance Staff
Site LPN P Drive	Common Shared Drive created per site for all LPN Staff
Site HCA P Drive	Common Shared Drive created per site for all HCA Staff
Site Kitchen P Drive	Common Shared Drive created per site for all Kitchen Staff
Policy Drives ( J/K/L Drives)	Common Shared HR Policy Drive created Region wise. (J for RoyalOak, K for Edmonton & L for Central Zone). This for all Management & Care Staff
Avanti Drives ( H/V Drives)	Common Shared Drive created for Payroll Staff
Z Drive	Desktop folder shortcuts drive created for all staff
Common N Drive	Common Shared Drive created for Management Staff

Management Staff includes: Executive Directors/Wellness Managers/Team Leads/Accounting/Payroll/Head Office & Sales/Marketing Lead Staff

b.Drive Access

We have multiple shared drives for you to access based on your role or position. The 3 main drives include N, P and Z drive

N drive is a document repository for all management staff to share common files between each other. You can find parent folders for different companies within Christenson. You have access to specific folders based on your role or position. So basically, majority of files in the N drive will be visible to other staff members.
P drive is a personal drive, made available to you ONLY. No one will be able to see the documents/ files that you store into a User P drive. There are different iterations of P drive. An individual staff can hold their own P Drive or an individual staff may be part of a Group P drive. Please remember to save ALL important files to your P Drive and NOT the desktop. There are 2 advantages for saving files in P drive
ØAny files saved in P drive is saved to CDL Head office server, which means these files are safe in the event of a laptop or computer crash. Any files NOT saved onto P drive, is lost if the laptop or computer dies.
ØThe P drive files follows you, no matter which computer you are logged into.

Z drive holds all your desktop shortcut files. So if you do not find shortcut files on your desktop, Z drive is the place to look. Some of the shortcut files include Yardi/Remote/Surge/T&A/IT Ticket/New Hire Forms- IT etc.

4.IT Assets

CDL believes in Corporate provided devices. We do not have a BYOD approach. However if the situation demands using personal devices, IT Dept would check and let you know if it is possible.

IT Assets are provided based on your role/designation. The IT equipment’s provided to you are the doors of entry to CDL digital records. Do make sure you take good care of them.

The different IT Assets provided by CDL for Users to use are,

1.Laptop
2.Desktops
3.Cell Phone
4.Docking Station
5.Landline Phone

a.Laptops/Desktops

Laptops/Desktops have the below mentioned Common software installed by default. If you need additional software to be installed, please inform IT Dept as you will need Admin rights to install/modify any software across all Laptops/Desktops. This excludes video conferencing plugins etc which does not require Admin rights.

Software Name	Purpose
Microsoft Windows 10 Pro	Operating System
Adobe Reader	PDF Software
Microsoft Office 2010/2013/2016	Productivity Suite
Macrium Reflect	End Point Backup Software
Java	Productivity Software
Kaspersky	Endpoint Enterprise Security
TeamViewer	Remote Support
Goverlan	Remote Monitoring & Management
Password Reset Tool	Password reset tool used by Wellness Manager or Team Lead to reset Care Staff Computer Login Password
AutoLog Off Tool	Installed on all nurses computer to log off users when there is no activity for 15 minutes.
PatchMyPC	Software Update Tool

Group Policies Or Tasks that run on every computer on a common basis

Group Policy Or Task	Schedule
PatchMyPC	Runs every 2 days on all computer across CDL
Sleep Settings	Puts computers to sleep, if there is no activity from the user after 1 hour
Kaspersky Virus Scans	Runs every Wednesday at 11am/ Only during idle on all computer across CDL
Kaspersky Virus Database Updates	Runs Every day at 2pm on all computer across CDL
Windows updates	Runs every Saturday at 2am on all computer across CDL
Macrium Reflect Backup	Runs full Backups on every Monday & differential backups every alternate days except Mondays for all computer across CDL
Command Prompt/Registry Edit	Both Command Prompt/Registry Editing are disabled on all computer across CDL

b.Cell Phone

Cell phones are provided to staffers based on role/designation. Below are some of the points that you need to be aware of

Do check with your IT Dept on the voicemail password.
Please ensure your voicemail greeting is up to date. The voicemail greeting format needs to be as below

“Hi. You have reached the confidential voicemail of Basil George, IT Technician at Timberstone Mews. I'm either on a call or away from my desk. Please leave your name, number, and a brief message and I'll get back to you. Thank you."

Each cell phone is provided with a Google Account (if Android) or an Apple Account (if IOS).
Mobile Remote support for cell phone issues, is possible using Team Viewer Quick Support app, on both Android & Apple mobile phones. This app is installed by default.
CDLHOMES Email is configured/setup if the cell phone is allocated to a single user.
We are using Comodo Mobile Device Management software to manage/control the entire fleet of mobile phones at CDL.
We have a mix of both Bell & Rogers Business Support accounts for mobile services at CDL.

Note: Changing/Updating the CDLHOMES computer login password every 90 days, will need you to update the same password on the cell phone as well. If you do not, then email on cell phone will cease to function.

c.Shaw Landline Phone

You may be provided a Landline phone, based on your role/designation. If you have a Polycom black Landline phone, then you have been allocated a landline phone service from Shaw. You will need to make a couple of changes to start with.

Change/Update Shaw Voicemail – Check with IT Dept to get your temporary voicemail password.
Please ensure your voicemail greeting is up to date. The voicemail greeting format needs to be as below

Shaw Landline phone can forward your voicemails to your CDLHOMES.com Email address, if needed.
Shaw Landline phone calls can be forwarded to another phone number, if busy/Not reachable/configured always/ after a specific number of rings.
If your office or work location is changed, you will need to move the landline phone to your new location. The phone number follows the phone always.
For any issues with your Shaw landline phone, please get in touch with CDL IT Dept.

5.Remote Access

At CDL, we use VPN for Remote access..

You can work from home or a remote location by using the “CCL VPN”profile. The CCL VPN will already be installed for you on your corporate laptops.

You will need to watch the below video to access VPN connection. J

https://drive.google.com/file/d/1Kzf6YYp2XmgUIfH8B30PFM6Xs2oBp9mD/view?usp=sharing (Ensure that you download the video OR choose the Quality of Video to be 720p. The video may start playing in low quality if neither of this is done)