DHA - PII Help Desk Ticket

Greetings, Union Family,

Your 008 governing board met with DHA for the second time regarding the possibility of help desk tickets resulting in a breach of confidentiality if they include Personally Identifiable Information (PII).

The department followed up on our proposals and agreed to them all. Training will occur for staff at bureau meetings between the months of December and through February at the latest. UPE was able to secure a hold harmless clause until the end of training and for 30 days following training to prevent staff from being disciplined if they make any errors or omissions when utilizing the new process for submitting help desk tickets.

The department let us know that moving forward, when a breach occurs, staff members will be called into a meeting with their program manager and supervisor to discuss why it occurred. To us, this sounds like any other investigatory meeting. We proposed that when these meetings need to occur, the staff member be made aware of what it is for and that they are able to consult their Union Representative, as it could lead to discipline. The department will look into this and get back to us. As a reminder, if you think a meeting is disciplinary or could lead to discipline, you can reach out to your Union Representative to assist you.

If you are unsure what type of ticket to submit when PII is necessary as part of your help desk ticket, always use the Screen Capture Utility (SCU). When in doubt, always use this avenue to protect yourself.

UPE thanks advocates Michelle Moyer, Olivia Brown, and Stephanie McCall.

TOGETHER WE ARE STRONG!