IT Issues and Support Structures

1. IT Issues and Support Structures Simulation Education and Complex Technology Based Practice

2. Presentation Outline • Background • Initial Challenges Faced • Solutions Implemented • Purpose of simulation • The role of technology • Practical Design Considerations • The role of IT support • Finding the right support

3. Background • Typical computer geek • Not-so typical interpersonal skills • 20 years in technical education • Accepted the technical director position in 2010 at California Baptist University School of Nursing

4. Initial Challenges Faced • Initial design of simulation space continue to have some challenging consequences in implementing simulations • Simulation museum • System Complexity • Lack of training • Apprehension of faculty • Lack of IT support • Understaffed • Lack of understanding of needs • Ineffective support system

5. Solutions Implemented • To remove pressure of IT and to ensure adequate support all technical calls came through my office first. • Provided 1st , 2nd, and many time 3rd level technical support • Conducted one on one personal training when called • Remote desktop training and issue resolution • Made a TA in all course • Conducted In-services

6. Solutions Implemented cont. • To increase use of simulation • Conducted personal interviews with nurse faculty (content experts) • Purpose was to ascertain needs and explain how the technology could be used to fulfill those needs. • In-services to show off what could be done with technology • Made them comfortable working with me as the technical expert and them the content experts

7. Solutions Implemented cont. • Initial design challenges • Proprietary software and hardware solutions • PTZ cameras • Poor locations and too many covering same locations • AVS is implemented by multiple vendors without any unifying technical specifications • Lack of space • Lack of power outlets • Requires technical expertise to meet desired results

8. Solutions Implemented cont. • To mitigate initial design challenges • Manage expectations • Involved in all simulations • Constant training support staff (student workers, and lab assistant) • “Sneakernet” • Establish close relationship with IT department to make them understand the needs of the simulation center • Staff Wireless • Full administrative control

9. Purpose of Simulation • Facilitate feedback • Repetitive Practice • Capture variety of clinical conditions • Controlled environment without adverse consequences for error • Application of task difficulty levels • Implementation of multiple learning strategies • Reproducible and standardized educational experiences • Facilitate team work and interdisciplinary approaches

10. The role of technology • Technology should support and facilitate all the previously mentioned goals • Improve processes • Improve and enhance what is already done without it. • Make our lives easier not more difficult

11. The role of technology • Technology should not be so complex as to make it impossible to use • It should never be a replacement for good pedagogy

12. The role of technology • Technology should not be so complex as to make it impossible to use • It should never be a replacement for good pedagogy

13. Practical Design Considerations • Have a solid understanding of what the desired results are • “I want to capture what is on the monitor and three cameras for debriefing five minutes after simulation is ended” • Called the information gathering and identification • What are the priorities, what do the educators envision in the end, how will it work within their teaching strategies

14. Practical Design Considerations • What is being taught and how do they do it without the technology? • What is being captured and how do they capture it without technology?

15. Practical Design Considerations • Network connections (Location and number) • Staff Wireless • Laerdal, Gaumard, Meti single station control • Power Outlets, Charging stations • Wall Speakers (VOG, Patient voice) • Headphone jacks for observations • Cameras (Location, location, location)

16. The Role of IT Support • Typical Structure (Centralized) • Dir. Of IT • Application Development, Platform Support, User Support, Network Infrastructure, Security, Help Desk

17. The Role of IT Support • Resolving User Problems • Problem Tracking Software • Level 1: Problem Resolved at help desk (Very basic technical skills) • Level 2: Problems resolved by higher skilled technician • Level 3: problem resolved by most skilled technicians, manufacture, vendor

18. The Role of IT Support • Advantages • Centralized control • Able to cover a wide variety of common issues • Issues recorded and solutions database maintained • Disadvantages • Little understanding of unique processes • Typically do not have expertise and understanding of how simulation equipment operates

19. The Role of IT Support (Alternative) • Skilled IT support housed in department • Direct communication with faculty • Intimate interaction and understanding of simulation equipment • Direct support of simulation events

20. Finding the right IT Support • For the typical centralized IT support model • Understand what your needs are and work with them until IT fully understands them as well. • Invite IT support to simulations so they have a direct understanding of what it required to operate successfully.

21. Finding the right IT Support • For the in-house solutionlook for the following • Technical skills and expertise in computer systems, network infrastructure, and audio video support and design • Interpersonal skills • Should be able to teach and train complicated technical issues in an easy to understand way

22. Finding the right IT Support • Hire your IT person as your would an educator • Have them conduct a mock class on IP addressing, creating an AD Hoc network, or ever what a router is. • Have them write a step-by-step instructions on how to adjust your desktop screen resolution