MCIT is working to ensure that on-site support, training, issue triaging, and feedback procedures are available for the Mott Family Network.

Note: MCIT-provided MFN support is not the same as for UMHS staff and services. MCIT can only provide support 8 a.m. to 5 p.m., Monday through Friday.

Support Groups and Responsibilities

Mott Staff

• Act as initial contact for patients and families requesting support for computers and laptops
• Use the Mott Family Network Care and Feeding Manual available online at: http://www.med.umich.edu/Mott-Family-Net/volunteer-news/care_and_feeding/index.htm

  • Use resources to provide first line of support for patients and families
  • Help guides and other documents available for printing
  • FAQ document answers many common questions
  • Access information about infection control, theft, etc.
• If additional support is needed, staff to call support volunteer corps
• Staff responsible to initiate calls for help, not patients or families

Temporary MCIT Support Volunteers

• Provide on-site and triage support during transition period
  • Cover support until permanent Mott Family Volunteer Corps is in place
• Staff various hours on-site at Mott units to answer questions and address issues
• Answer phone/pager number for support calls when no volunteer is on-site
• Submit help tickets to appropriate team if issue requires MCIT assistance

Mott Family Volunteer Corps

• Permanent volunteer support group to be developed
• Staff various hours on-site at Mott units to answer questions and address issues
• Answer phone/pager number for support calls when no volunteer is on-site
• Contact MCIT HelpDesk if issue requires MCIT assistance
• Corps will not be fully in place until September

MCIT HelpDesk

• Triage calls initiated by Mott volunteers and/or Mott staff
• Providing support is secondary to clinical staff and application issues

BPI - Hardware Support

• Perform equipment swaps during support hours only (Monday-Friday, 8 a.m.-5 p.m.)

OTS Teams – Networking, Account Administration, Core Image

• Address issues sent to them via the HelpDesk
• Provide support only 8 a.m.-5 p.m., Monday through Friday
• No on-call support available
• Required to participate in yearly evaluation of Mott Family Network