DHA - PII Help Desk Ticket

Your negotiation team met with the department to address the changes in how help desk tickets can now result in a breach of confidentiality. This change causes the potential for discipline among our members.

Management explained that there was a review of confidentiality breaches countywide. In doing so, the department identified a practice in help desk ticket submissions that were considered breaches when submitted to the wrong D Tech department.

UPE feels that the communication sent out was grossly inadequate to convey the information or the importance of the knowledge to our members, considering the implications involved. UPE proposed that proper training be provided for all existing staff in a clear and concise manner. We also proposed that induction members be taught the difference between opening tickets as it relates to breaches of confidentiality.

In addition to training, we propose that an acknowledgment requirement be added to the help desk submission process. We concluded by requiring a hold harmless from discipline for all staff until adequate training has been provided.

The department agreed to come up with a response to all proposals and meet with us again as soon as possible. They also agreed that in the interim, members would not be subject to discipline until this meet and confer was resolved.

STAY TUNED.

Special thanks to governing board members Stephanie McCall, Tony DeRego, Nichole Gorman, Michelle Moyer & Olivia Brown for their participation in this negotiation.