Employ Florida - 27: Manage Visitors · 2020-02-04 · VOS Staff Guide - 27: Manage Visitors 27-3 V19 - 01/2020 Note: When setting up VOSGreeter for the first time, do not attempt

VOS Staff Guide - 27: Manage Visitors 27-1 V19 - 01/2020

27: Manage Visitors Chapter Contents

VOSGreeter® Overview ................................................................................................................ 27-1 Main Menu – Manage Visitors ...................................................................................................... 27-2 Visitor System Configuration ........................................................................................................ 27-2

Visit Reasons ...................................................................................................................................... 27-2 Area-Wide Visit Reasons ............................................................................................................... 27-3 Add or Edit Visit Reasons for Your Office ....................................................................................... 27-3

Preview the Office Kiosk ..................................................................................................................... 27-5 Visitor Kiosk ................................................................................................................................. 27-5

Set Up the Kiosk ................................................................................................................................. 27-5 Allow Document Scanning .................................................................................................................. 27-6 Visitor Check-In Options ..................................................................................................................... 27-8 Visitor Check-In Screens .................................................................................................................... 27-8 Staff Notifications .............................................................................................................................. 27-10

Office Check-In Log .................................................................................................................... 27-11 Review the Check-In Log ................................................................................................................. 27-11

Filter and Sort Records ................................................................................................................ 27-12 Staff Check-In Features .................................................................................................................... 27-12

Manual Check-In ......................................................................................................................... 27-13 Office Assisting Log .................................................................................................................... 27-15 Reports ...................................................................................................................................... 27-16 Administration System Options ................................................................................................... 27-18

System Settings ................................................................................................................................ 27-18 Staff Privileges .................................................................................................................................. 27-19 System Parameters .......................................................................................................................... 27-20

Sample EEO Visitor Kiosk Screens .............................................................................................. 27-20

VOSGreeter® Overview VOSGreeter is an automated check-in system designed to greet visitors as they walk through the door. It is especially useful for front line staff because it streamlines the process of connecting visitors with the appropriate staff. With VOSGreeter, staff can serve visitors quickly and efficiently, whether it be a first-time walk-in, or a large group arriving for a scheduled workshop. Using a dedicated computer kiosk, usually a touch screen, visitors simply select a reason for their visit and check in. VOSGreeter will immediately notify the designated staff member(s). Staff can then access a user-friendly Check-In Log, where one click allows them to begin assisting the individual and remove them from the list. VOSGreeter also includes reports on how visitors and staff are using VOSGreeter. The reports document wait times, time spent with staff, popular visit reasons, etc. They provide a new way to evaluate efficiency and service levels when it comes to handling visitors who come through the door. In sum, VOSGreeter provides many advantages, including:

• Allows visitors to check in electronically through a dedicated kiosk • Allows visitors to specify what they need in the way of services • Notifies selected staff when their appointments have arrived • Allows staff to view wait times and visit reasons before assisting visitors

Manage Visitors


• Allows reporting on service indicators, such as Visitor Wait Times, Time Spent Assisting, Most Common Visit Reasons, and Number of Visitors Who Left Office

Note: VOSGreeter does not create service codes – this needs to be done manually through Wagner-Peyser.

Main Menu – Manage Visitors The principal features for setting up and using VOSGreeter are located in the Manage Visitors menu on the Navigation Pane.

Click the MENU icon in the top left corner to display the Navigation Pane, then select Services for Workforce Staff Manage Visitors.

This User Guide dedicates a section to each menu option available on the Manage Visitors menu. To view a description of each option, click directly on Manage Visitors in the Navigation Pane. As shown below, the links correspond to the Manage Visitors fly-out menu, which you may prefer to use as you become familiar with the menu options.

Left Navigation Fly-out Menu, Menu Options with Descriptions

Visitor System Configuration Before VOSGreeter can welcome visitors and direct their needs to the appropriate staff member or service, staff must first configure the Kiosk screens. VOSGreeter is designed to accept a specific configuration for each office.

• To begin, select Services for Workforce Staff Manage Visitors Visitor System Configuration from the Navigation Pane.

When configuring VOSGreeter, staff should consider the following:

• How many staff members are available to assist individuals? • How many Visit Reasons do you want to display to visitors? • Which staff members will be associated with each visit reason?

The time required for configuration will vary depending on your answers to the questions above, but you need not know all the answers up front. The configuration options are flexible and can be reset in real time to respond to changes in daily operations.

Visit Reasons The list of Visit Reasons that staff create will display on the Visitor Kiosk after visitors enter their identification information. The list should be easy to understand and represent the most common reasons why people visit the office.

Manage Visitors


Note: When setting up VOSGreeter for the first time, do not attempt to list every possible reason. Too many options may confuse people who walk into your one-stop. Rather, decide on the top four or five reasons. In time, you can expand or modify the list.

When considering which Visit Reasons are most appropriate, staff may want to review the following categories and suggestions.

• Specific Staff Member Option – When visitors select the Visit Reason “I am here to see a specific staff member”, they must then select a staff member. Decide which staff members should be on the list and be sure their privilege configuration allows display on the list. (Staff Privileges are managed in the VOS Administration Module.)

• Assessment Services – Career Scope, Choices, T.A.B.E., etc. • Services and Workshops – Career Coaching, Résumé Assistance, Senior Employment

Services, Financial Empowerment, Employer Services, etc. • Events – Hiring Events, Learning Events, etc. • Program Information and Counseling –SNAP, TAA/TRA, Welfare Transition Services (WTS),

WIOA - Special Projects, Reemployment Assistance, RESEA, etc. • Equipment – Phone, Fax, Internet/Email, Word Processing, Copier, Scanner, etc. • Resources – Learning Lab, Résumé Center, etc.

Area-Wide Visit Reasons Area-Wide Visit Reasons can be set up in the Administration Module. The “Admin” list will apply to all offices in a LWIA but individual offices can modify or inactivate any area-wide Visit Reason. As shown below, the Admin module does not allow users to designate a staff member or enter a default email address for a Visit Reason. This information must be added at the office level using the Visitor System Configuration link.

Area-Wide Visit Reasons Set in Administration Module

Add or Edit Visit Reasons for Your Office At any time, office staff may review the list of Visit Reasons and modify it – the updates will display in real time to visitors. That means you may activate a Visit Reason on the day of the activity and inactivate it when it is completed.

To add or edit a visit reason: 1 Select Services for Workforce Staff > Manage Visitors > Visitor System Configuration from the

left Navigation Pane. 2 Select your Region and Office from the drop-down menus.

The screen refreshes to display the Visit Reasons for that office, if any exist. (See figure above.)

Manage Visitors


3 Click the Add a Visit Reason link. If editing an existing Visit Reason, click the corresponding Edit link. The Visit Reason Details screen displays for you to complete (or edit) the following: a. Enter a Description of the Visit Reason in English (and in Spanish, if desired). b. Enter the Default Email Addresses of the workforce staff member(s) assigned to handle that

visit type. The staff member(s) listed will be notified when a visitor comes through the door and selects that reason. (When adding multiple email addresses, use a semicolon to separate them.)

c. Select the Default Staff User from the drop-down menu. When a visitor selects this Visit Reason, this staff member will receive a pop-up notification. If not presently logged onto the system, they will receive the alert as soon as they log onto the system, providing the visitor is still waiting. If no default user is set here (None Selected), then every VOSGreeter staff member in the office (who is logged onto the system) will receive the pop-up notification when the Visit Reason is selected.

d. Select the Current Status as Active or Inactive. You may Use the Inactive status for regularly scheduled activities, such as an Advanced Résumé Workshop, so you can inactivate the Visit Reason after the activity is over and reactivate it the next time it is scheduled.

Visitor Configuration Detail Screen

4 Click the Save button to lock in all changes. When you return to the Visitor Configuration main screen, the new visit reason will display in the list when the Office Location(s) is selected.

Manage Visitors


Review Visit Reasons for Your Office

Preview the Office Kiosk Once staff have configured the Visit Reasons for their office, it is a simple process to preview how the options will look to the visitor.

• Select the Office Kiosk link located in the One-Stop Office Info panel. The initial Visitor Kiosk screen will display exactly as it would to visitors.

Staff may also use this feature to return a visitor to the Check-In queue for another visit reason. Instead of asking the visitor to walk back out to the lobby and enter their reason again, the Staff member can do it from their desk and save the visitor the trouble. This way, if the visitor is there for multiple visit reasons, one staff member can “hand them off” to the next staff member. This also allows the initial Staff member to click Done Assisting and end their time assisting. (See the topic Office Assisting Log on page 27-15.)

Visitor Kiosk The Visitor Kiosk would be a dedicated computer, usually a touch screen, located at the front of the office; something that visitors will see and not pass by. On the actual physical kiosk, visitors will not see a browser menu, only the initial welcome screen asking for Last Name and Last 4 SSN.

Please Note: If no Visit Reasons have been configured, visitors will see the following message on the Office Kiosk: This kiosk is not properly configured for use. Please see a staff member for further assistance.

Set Up the Kiosk Once staff have configured the Visit Reasons for their office, it is a simple process to set up the “kiosk” computer.

To set up the kiosk: 1 Select Services for Workforce Staff Manage Visitors Visitor Kiosk from the Left

Navigation Pane.

Manage Visitors


The Kiosk Setup screen will display in the same browser window. From the Visitor Kiosk Setup screen, you can complete the setup in two simple steps (that is, if you are not planning to allow document scanning.)

2 Select the Office Location from the drop-down. 3 Click the Set Office and Options button.

The initial Check-In screen displays, ready for the first visitor.

Note: Remember, the Check-In screens and staff-alert functionality will reflect the configuration of the Visit Reasons for the Office Location you select. If you see unusual Visit Reasons, please check the Visitor Configuration selections for the Office Location.

Select the Kiosk Office Location

Allow Document Scanning For any office, staff can set up an option to allow visitors to scan documents directly into the system. To enable scanning at the kiosk, staff must attach a Twain-compliant scanner and download related software to allow the scanner to communicate with the computer.

Note: Your system must have the VOS Document Management module to use the Document Scan option.

To prepare the kiosk for scanning: 1 Click the Scan Option button – Below “Allow users to scan documents at this kiosk”.

Manage Visitors


Configure the Document Scan Option

2 To begin the plug-in installation process, click here in the red software section. a. Click Next to begin installation of the Dynamic Web TWAIN Plug-in.

b. Click Run to the pop-up question, “Do you want to run this file?” When complete, the pop-up will indicate the software has been successfully installed. You will need to restart your browser after installing the Twain software.

c. With the installation complete, click Close to return to the screen.

Install the Scanner Software Plug-in, Install Completed Successfully

3 Click the Set Office & Options button. The Scan Document option will now display in the Visit Reasons list for the selected office location.

Manage Visitors


Visitor Check-In Options The visitor check-in screens will vary depending on your overall system configuration, the options you have selected in the Visitor System Configuration section, and the type of visitor checking in (registered vs non-registered). Keep the following configuration options in mind as you view the Visitor Check-in screens shown below.

Specific Staff Member Option – The Visit Reason, “I am here to see a specific staff member”, displays only if at least one staff member has been designated to display on the staff list. (The Display Staff Member designation is made in the Privileges section located in the VOS Administration Module.)

Scan Option – The Scan Option is available in Visit Reason list whenever the office location has been configured to allow scanning. (See the topic Allow Document Scanning, above.) When selected, VOSGreeter will display complete instructions for scanning, as described below.

Note: If VOSGreeter is unable to detect a document scanning device connected to the computer, it will display the following alert: The system was unable to detect any document scanning devices connected to your computer.

Spanish Option – At any time, visitors can click the En Español button to change the on-screen language. Once in Spanish, the screens will display an In English button to return to screens to English. Please note that the Spanish option may not be active on your system.

EEO Questions (Optional Configuration) – If your system is configured to collect EEO data, additional questions will display to non-registered visitors. The questions will gather information on gender, disability, military service, race, etc. and also give visitors the option to select “I do not wish to provide additional information at this time.” Please note EEO questions are not part of the standard VOSGreeter configuration.

Visitor Check-In Screens When visitors walk through your door, they will see the initial Check-In screen asking them to identify themselves. After completing the check in screens, VOSGreeter temporarily displays a Welcome message before returning to the initial screen to await the next visitor. When checking in, visitors will complete the following screens: (Staff may also complete the Check-In screens on behalf of a visitor, see the topic Manual Check-In, below.)

1 Enter your Last Name and the Last 4 Digits of your SSN and click Continue. (To clear your entry, click Reset).

Initial Kiosk Screen for all Visitors

If you are not already registered in the system, you must also enter your first name and click Continue. (To clear your entry, click Reset).

Manage Visitors


Non-Registered Only Screen

The system welcomes the visitor (by name) to the specific office location and displays the list of Visit Reasons configured for the office.

2 Select one or more Visit Reasons and click the Continue button. Depending on the Visit Reason selected, additional screens may display as described below:

3 Specific Staff Member Option – If requesting a specific staff member, the next screen displays a list of staff members. If necessary, use the arrows to scroll through the pages. Select the staff member you want to see and click Check-In.

Staff Member Option – Minimum One Staff Member

4 Scan Documents Option – If Scan Document was selected as a Visit Reason, the next screen displays a list of document types. Select one or more document types and click Continue. The system will display a separate scan page for each document type you selected. Use the arrow buttons to scroll from page to page. a. Place the document in the scanner, and click the SCANNER icon to begin the upload. (You

may scan more than one page if necessary.)

b. Once the document shows up on the screen, click Save. (If the document did not upload correctly, click Clear Image.)

c. To scan additional documents, use the arrow buttons to scroll to the correct page for the document type and click the SCANNER icon. (Repeat above step.)

a. Verify that each document image matches the document type and displays correctly. When you have finished reviewing the scanned document(s), click I’m Done.

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Document Scan Option – Multiple Documents

After clicking Check In button, a brief Thank You message displays instructing visitors to wait for staff assistance. The screen then reverts to the initial Check In screen so the next visitor can use the kiosk.

Thank You Message Displays Briefly

Staff Notifications Once a visitor has checked in at the VOSGreeter kiosk, designated staff members are immediately notified. (To learn more about configuring or reconfiguring staff designations for notifications, see the topic Add or Edit Visit Reasons for Your Office above.) All notifications identify the visitor and their reason for visiting the office and arrive as a pop-up alert, an email notification, or both.

• Instant Pop-Up Alert – Displays on the monitor of the specific staff member selected, if any, as well as the staff member configured for the visit reason selected. Clicking OK makes the alert go away and it will not repeat.

Sample Popup Message – Designated Staff Member

• Email Notification – Sent to the specific staff member selected, if any, as well as the staff member configured for the visit reason selected, if the email notification option has been set.

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Sample Messages Sent to Designated Staff

Office Check-In Log Staff have a convenient way to review all check-ins, make updates and change options. The Office Check-In log displays a running list of visitors who signed in using the kiosk and are awaiting service. It is available to all staff from the navigation menu.

To navigate to the initial screen, select Services for Workforce Staff > Manage Visitors > Office Check-Ins from the Navigation Pane. • If you have several office locations, select your Office Location from the drop-down menu.

Note: The grid lists all visitors awaiting service at that office.

Office Check-In Log

Review the Check-In Log When reviewing the Check-In Log, staff have many tools to help identify the individual they should assist, and gather all pertinent information.

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Filter and Sort Records By default, when staff open the Check-In Log, the grid displays all the active check-in records for the current day. The sort order is based on the check-in time, so the visitor with the earliest check-in displays at the top of the list.

• Filter Options. At the top of the tab, click Show Filters to display your filter options. After entering your selections, click Apply Filter. The grid will refresh according to the criteria selected. At any time, you can click Reset Filter to return to the default settings. (See picture above.)

• Check-In Date. Enter a specific date or use the calendar tool to select a date. By default, the current list always reflects today’s date.

• Staff Name. Enter a first and/or last name (3 character minimum) of the staff member associated with the Visit Reason.

• Sort Options. Click any column header to resort the grid by that field. By default, the visitor with the earliest check-in time displays at the top of the list.

Change Views Users can choose either a Summary or Detailed view of the grid. (See figure below.)

• Summary View. By default, the grid displays in Summary view. While in Summary view, you may hover over or click on the INFORMATION icon ( ) to see the Visit Reasons, and requested staff member.

• Detailed View. Click the Detailed link to expand the grid and display more information for each record.

Summary View and Information Icon, Detailed View Shows Expanded Record

Monitor Wait Time In the Check-In Time column, the system displays in parentheses the total number of minutes the individual has been waiting. This field will update in real time to show the difference between the current date/time and the check-in date/time.

Staff Check-In Features When ready to assist a visitor, staff have several options for recording their actions. In most cases, one click allows staff to both assist the individual and automatically remove them from the Check-In list. The following visitor-assist options are available on the Office Check-Ins page unless contrary to your system configuration.

Note: If you have a stand-alone VOSGreeter system, you will not see the Not Registered link, only the Assist link. In addition, the Assist link will not provide the option to connect to the VOS Core Services features.

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Manual Check-In If a visitor did not use the kiosk, they will not appear on the Check-In log. In that case, you can complete the visitor check-in on their behalf.

• Click Manually Check-in a Visitor in the Office Information panel.

Note: The Visitor Kiosk displays in a pop-up window for you to complete without leaving your desk.

Staff Completes Visitor Check-In

The Check-In screens proceed according to your office configuration; however, the instructions are directed to staff instead of the visitor. (See figures above.)

Assist or Not Registered Link Most systems will display one of two possible links in the Action column. The Assist link displays for individuals registered in the system; otherwise, the Not Registered link displays.

1 Click Assist to begin assisting a registered individual, and remove the Check-in record from the list.

2 Select OK in the popup message to navigate to the registered user's profile (shown below), or Cancel to remain on the current page.

Note: For reporting, selecting OK will set the time you began assisting the visitor, which can be compared to the time the visitor checked in, and/or the time you finished assisting them.

Begin Managing an Individual with the Assist Link

3 Click Not Registered to register a visitor. 4 Select OK in the popup message to begin creating a registration for this visitor and drop the

record from the Check-In list.

Manage Visitors


5 Click Cancel to close the alert to allow staff to remain on the current page instead of navigating to either a registered user's profile or the registration page (when they are not a registered user). For reporting, selecting either OK or Cancel will set the time you began assisting the visitor, which can be compared to the time the visitor checked in or the time you finished assisting them.

Begin Registering a Visitor with the Not Registered Link

Assisted or Left Office Options To support variations to standard click-to-assist functionality, VOSGreeter gives staff the following options.

• Select Assisted from the plus sign ( ) drop-down menu. If you have already assisted the visitor, click the plus sign ( ) and select Assisted; then click the OK button to save. This will drop the record from the list. (The symbol is available next to the Assist or Not Registered link.)

• Select Left Office from the plus sign ( ) drop-down menu. If the visitor left the office without receiving assistance, click the plus sign ( ) and select Left Office; then click the OK button to save. This will drop the record from the list. (The "" symbol is available next to the Assist or Not Registered link.)

Drop-down Menu Options

Automatic Close Option As a configuration option, VOSGreeter can automatically close active check-in records after a predefined number of days. This will only affect Check-in records not already cleared by staff. When set, the automated closure process system will run overnight and set the Status of the record(s) to System Closed. (This client-configurable parameter is managed in the VOS Administration System.)

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Mini Panel for Visitor Check-Ins To allow staff to quickly see the visitors awaiting assistance, VOSGreeter provides an expandable Check-Ins panel. The panel only displays when the staff member was specifically selected to be seen, or they are the default staff member associated with the Visit Reason. The mini Check-Ins panel always displays at the bottom of the screen and the number in parentheses reflects the current number of visitors in the list.

• To collapse/expand the panel, click the button in the left-hand corner of the heading bar.

Mini Check-Ins Panel – Expanded View

Office Assisting Log When a staff member views the Office Assisting log, they will see the visitor(s) they are currently assisting. When they have finished assisting the visitor(s), they can use the Done Assisting link to record the time they finished. When the staff member is no longer assisting any visitors, the Office Assisting log will display all visitors receiving assistance from other staff.

Select Services for Workforce Staff > Manage Visitors > Office Assisting from the Navigation Pane

As shown below, the staff member is assisting three visitors at the same time. Once finished assisting a visitor, they can click the Done Assisting link to remove the visitor form the list and record an end time. For reporting, the end time will be used to document the total amount of time spent assisting the client.

Currently Assisting Log – Staff Member List

When a staff member is not assisting any visitors, the Office Assisting log will display all visitors receiving assistance in the office. The table will show which staff member is assisting which visitor, and can be filtered by staff member. Staff can also use the Detailed view to see the Visit Reason, Elapsed Time Assisting, etc. (as shown below).

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Currently Assisting Log – Entire Office (Detailed View)

Reports VOSGreeter includes reports on how individuals and staff are using VOSGreeter. The Reports access complete, up-to-date data and provide a variety of metrics. Links within each report allow users to view more information on specific records or connect to another report view. There are four Greeter reports available: List report, and reports grouped by Visit Reason, Hour, or Weekday.

To view the report options, select Reports > Detailed Reports > Attendance Reports > Greeter from the Navigation Pane.

Greeter Report Options

After selecting a Greeter report, users will have several options for defining the report, including:

• Limit the report to a specific Region or Office • Focus the report on a specific Visit Reason or Assist Status • Identify a specific Date Range (Click Reset Dates to return to the default setting)

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After selecting the filters to apply to the report, click the Run Report button.

Define Report Criteria

When viewing a report, staff have many tools available, including:

• Link to different report views, as shown in the examples below • Sort results by specific fields (Check-In Date, Time, Individual, User ID, Office, Visit Reason,

Assist Date, Assist Time, etc.) • Export results to Excel, etc.

Sample Greeter Reports

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For more information on Reports functionality, see the chapter, Reports, in this User Guide.

Administration System Options Several system settings, options, and staff privileges impact VOSGreeter functionality and access for individual staff members. Note: Standard Virtual OneStop Staff cannot change the system settings described in the following

sections. These must be adjusted by an Administrator. System settings are discussed in more detail in chapter 2 System Settings and chapter 3 Staff Settings in the Virtual OneStop Administrator Guide.

System Settings Area-wide Visit Reasons can be set up in the Administration Module. These will apply to all the offices in a LWIA, but individual offices can use the Visitor System Configuration link to create their own Visit Reason list and modify or inactivate the Default list set for the LWIA. In Admin, users may not designate a staff member to the Visit Reason or enter default email addresses. Thus, unless modified at the Office level, every staff member tied to VOSGreeter (and signed onto VOS at the office where the kiosk was situated when this visit reason was selected) would receive the initial pop-up, but no one would receive an email. The One-Stop Efficiency System Configuration link in the System Settings menu allows administrators to add Visit Reasons that will be available to all offices and associate a specific Office’s Visit Reasons to those that are available for all offices (Manage Office Visit Reasons).

Review Area-Wide Visit Reasons

Staff use the following page to add an Office Visit Reason to the One-Stop Efficiency system. Defaults can be overridden at the One-Stop level.

Manage Visitors


Add an Area-Wide Visit Reason

Staff Privileges The following Admin settings are required for staff to manage different aspects of VOSGreeter. They are located in the Manage Visitors section of the staff member’s Privileges tab.

Manage Visitors Privilege Options

The five Yes/No configuration options are:

• Visitor System Configuration – Allows staff access to the section to view, create, and edit Visit Reasons

• Visitor Kiosk – Allows access to the section to set up the check-in kiosk and manually check in records to the system (Manually Check-in a Visitor link available)

• Office Check-Ins List – Allows access to the section to view and update check-in records; this option must be set to Yes in order for Staff Member to display on Kiosk Staff list (see Display on Kiosk? option below)

• Office Assisting List – Allows access to the section to view and update visitor-assisting records. (If the Office Check-Ins List privilege is set to Yes, this will override a No setting here and allow viewing of the Office Assisting List)

• Display Staff on Kiosk? – Indicates that the staff member will display as a selection option when a visitor selects “I am here to see a specific staff member”

Manage Visitors


System Parameters As shown below, several system parameters apply specifically to VOSGreeter:

System Parameters for VOSGreeter

The following options are available for your VOSGreeter system: • Automated Close – VOSGreeter can automatically close active check-in records after a

predefined number of days. If the value is 0, the Check-In records will remain open until staff manually close them.

• Collect EEO Data – When the EEO Option is ON, non-registered visitors using VOSGreeter will be asked to enter the minimal amount of data required for data collection purposes. The request gives them to option to check “I do not wish to provide additional information at this time.” This EEO configuration option was added to help states uphold policies on EEO data collection for non-registered users. Please note that the standard (BASE) configuration setting is OFF. When ON, states can also provide unique explanatory text in English and Spanish.

Sample EEO Visitor Kiosk Screens

EEO Visitor Kiosk – Sample Page 1

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EEO Visitor Kiosk – Sample Page 2