As a disability support provider..
Why do I need IT?
You might be wondering. As a Disability Support Provider, why do I need to work on my IT systems? Well, the truth is, that the NDIA requires that you have a certain level of protection for your client information. And while you might use a client management system already, the reality is that your client information is leaking into other systems already, like Email, SMS, Instant Messaging.
Insider Risk Management
Key technologies: Microsoft Teams, Microsoft Outlook, Mobile Device Management, Data Loss Prevention
Example 1: SMS to Manager
Worker A (let’s call them Samuel) sends an SMS to his manager. The SMS contains personal information about your client.
This kind of personal information leakage could have been prevented by giving your staff an easy to use instant messaging tool, instead of using SMS to communicate. The tool can be installed on your support worker’s personal phones, and protected by Mobile Device Management, where you can wipe, remove, enforce a PIN, prevent copy/paste, and require encryption to protect your client information.
Example 2: Email from personal account
This worker has sent images of the client and a short report from their personal email account.
This is completely unsecured and you have no control over how this information is managed. This represents a huge risk to your client’s personal information and is unacceptable.
You could have prevented this breach by providing staff with a work email account installed on their personal device, but protected by Mobile Device Management, where you can wipe, remove, enforce a PIN and encryption to protect against data leaks.
Or, you could have used Data Loss Prevention software to prevent your staff from sending company information through their personal email account.
But, it’s not just security concerns that you need to know about. There is a massive opportunity for you to take advantage of IT automation, to make your support business work more efficiently, and free up your staff to focus on their primary job – taking care of your clients.
Business Process Automation
Key Technologies: Microsoft 365, Microsoft Flow
Example: Automated leave approval
Microsoft Flow is a process automation tool that you can build automated approval flows.
Your staff would go to their Intranet and click the link to take them to the leave form. This form would then capture all the details, generate a request, and send it to the staff member’s manager for approval.
The manager gets a notification in Teams and in Outlook, and can approve or deny with one click, including giving justification. All requests can be saved to a request register, for further business analysis.
This can be extended to just about any business process, and integrates with all Microsoft products and any other software that has an API.
Disability Support Providers need robust document management systems that can use permissions to restrict access, so that workers only have access to the documents that they require to do their job. They also need to be able to access the documents from many platforms, like Mobile, Desktop, Instant Messaging.
Key Technologies: Microsoft SharePoint
Example: Company Intranet
Most Disability Support Providers would benefit from a central Intranet to act as a landing page for their workers when accessing company data.
Sharepoint is a central document storage system that you can apply permissions to on a very deep level, accessible by your workers through their devices, with auditing logs to track any information access. It supports document revisions and collaborative editing. It can share documents to third parties with a secure link or password, and an expiration on the share.