This article provides information to help troubleshoot issues related to the HIPAA (Health Insurance Portability and Accountability Act) training covering Protected Health Information for the Health Care Components (HCC, BAA) courses required for all University faculty, staff, students, and volunteers in the Health Care Components.
Common Issues/Symptoms
- Why was I assigned the training?
- Training assigned in error
- General technical troubleshooting
- Finding and launching training
- User is on the last screen of the training but doesn't know how to complete it
- Finding training history or proof of completed training/ User believes they already completed the training
- User would like to retake the HIPAA training
- Escalation
Why was I assigned the training?
Everyone assigned the training is identified as being within the HIPAA-covered component classification and are required to take both the HIPAA training and the Information Security training per University Policy. This includes faculty, staff, volunteers and students. Enrollment is automated by a HIPAA picker tool that runs each afternoon.
This training was assigned at the request of the Health Information Privacy & Compliance Office. Often, this is for students, staff, or faculty in the Health Care Component (HCC/BAA) who are dealing with Protected Health Information (PHI). Callers can be directed to send an email with any questions to [email protected].
Refer to Information About HIPAA Training for public-facing details.
Template for email resolution notes:
Hello, -
Thank you for contacting us with your training question.
All employees and students in the HIPAA-covered component of the University are required to take both HIP019 HIPAA Training and Information Security Awareness Training. You are in our system as being affiliated with a department or academic plan in the covered component, so these trainings were assigned to you.
More information can be found at the HIPCO page about this training.
If you have further questions about this requirement, you can speak with your supervisor, HR lead, or student services coordinator. There is also contact information at the bottom of the link.
-Your name
Training assigned in error
- HIPAA training:
- Escalate to T2 Academic Technology Tools
- Information Security Awareness training:
Troubleshooting
General technical troubleshooting
- Are pop-ups allowed in the browser? Try disabling pop-up blockers in the user's browser.
- Have the user try a different browser. Switching to Firefox in particular can resolve many issues.
- For additional general troubleshooting steps, please see Browsers: General Troubleshooting (Chrome, Firefox, Safari, etc.)
Finding and launching training
- Instruct the caller to go to Training Hub (training.umn.edu).
- Go to My Training and select the Current Training tab.
- Any assigned training courses will be listed in the Current Training tab.
- If the caller cannot see their training, escalate to T2 Academic Technology Tools.
User is on the last screen of the training but doesn't know how to complete it
To complete the training, the user must first exit out of the course pop-up window or tab. There is a notice on the last slide instructing them to do this by clicking an Exit Course button.
The completion is not recorded until the user clicks Next on the Canvas screen.
- The Next button on the final Canvas screen is very low in the bottom right corner of most displays. Instruct the user to scroll down if they do not see it.
- If the user is correctly clicking Next on the final Canvas screen but the training still won't complete, have them try again in Firefox, which typically resolves the issue.
User believes they finished the Training Hub training but the system/their supervisor says it's not done
- Verify the user has marked the course as complete in Canvas (on this page).
- If they have and the course is still not showing as complete in their Past Training tab, escalate to T2 Academic Technology Tools.
Finding training history or proof of completed training/User believes they already completed the training
- Instruct the caller to go to Training Hub (training.umn.edu).
- Go to My Training and select the Past Training tab.
- Learners need to have completions for HIPAA Training (HIP019) and Information Security Awareness Training (Required) (ISA101).
- The user can export a PDF record of their completion dates for Past Training by clicking Print Completed Training Only.
User would like to retake the HIPAA training
Users can check for a new section of the HIPAA training by visiting training.umn.edu and searching HIPAA in the Course Catalog.
- Note: If there isn't a new section yet for the training, the user can email the Health Information Privacy and Compliance Office at [email protected] to ask when a new section will be available.
Escalation
- For questions about training assignment or enrollment
- Escalate to T2 Academic Technology Tools
- For technical issues with the training itself
- See Incident Model: Training Hub
- Escalate to T2 Academic Technology Tools
- In all escalations, please include:
- Internet ID and Callback number
- Operating system and browser(s) used
- Name of specific module in the training where the problem occurred
- Set Incident as:
- Type: IT Professional Services / Training & Outreach
- Service: Protected Health Information Training