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Emergency Response
Management for Public Health
Admin Guide
Salesforce Spring
salesforcedocs
Last updated January
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
Emergency Program Management for Public Health
Provide Critical Emergency Programs to Your Site
Configure General Org Settings
Manage and Support Contact Tracing
Configure Emergency Services
Configure Volunteer Management
Deploy Analytics for Emergency Program Management
Analytics for Emergency Program Management
Index
EMERGENCY PROGRAM MANAGEMENT FOR PUBLIC
HEALTH
Salesforce Emergency Program Management for Public Health helps you to serve your constituents
and communities when they need it most Provide healthcare to symptomatic patients and trace
and monitor potentially exposed individuals Allocate emergency resources and services with more
speed and efficiency than ever before
EDITIONS
Available in Enterprise
Performance and
Unlimited editions
Provide Critical Emergency Programs to Your Site
During an emergency its critical to get supplies to agencies and essential services that are on
the front line Members of the site who are vulnerable need access to programs and services that provide safety and security during
challenging times
Configure General Org Settings
The configuration steps in this section apply to the majority of the features in Salesforce Emergency Program Management If youve
already completed these steps in your org feel free to skip them
Manage and Support Contact Tracing
During a public health emergency the safety health and wellbeing of your community or employees depends on getting people
assessed enrolled in a care program and monitored With Contact Tracing for Employees your company can manage the manual
contact tracing process and track the spread of disease while caring for your employees With Contact Tracing for Public Health
public health organizations can use data to track the spread of disease gather details from exposed people and recommend care
plans and services
Configure Emergency Services
Create emergency services for businesses and individuals You can configure different services and programs that are available for
public agencies and hospitals such as emergency supply requests For individuals create programs such as food delivery services
or shortterm housing requests
Configure Volunteer Management
With Volunteer Management you can manage volunteer projects within Salesforce and make them visible on your Experience
website Volunteers can sign up for volunteer projects on your site and update their time spent on volunteer activities
Deploy Analytics for Emergency Program Management
Before you create an app from the Analytics for Emergency Program Management template and use the dashboards deploy Analytics
for Emergency Program Management in your Salesforce org
Analytics for Emergency Program Management
Identify the hotspots in which illness or requests for emergency services are increasing so that you can allocate resources to where
theyre needed most Our prebuilt dashboards give you actionable insights into the health of your community Determine which
demographic segment is most affected and pay special attention to intake numbers or patients from that segment Track emergency
requests from your community and ensure that youre proactive and effective in providing emergency assistance
Provide Critical Emergency Programs to Your Site
During an emergency its critical to get supplies to agencies and essential services that are on the front line Members of the site who
are vulnerable need access to programs and services that provide safety and security during challenging times
Emergency Program Management for Public Health
Emergency Program Management for Public Health
Note You may have completed these steps when setting up other parts of the Emergency Program Management app If youve
already done these steps feel free to skip them
Emergency Program Management for Public Health
Help your public health department serve its constituents and communities when theres a health emergency Quickly triage and
evaluate patients provide ongoing engagement and monitoring and protect communities from further infection with contact
tracing
Emergency Program Management for Public Sector
Quickly deploy a single digital destination for constituents and communities to access emergency program information and incident
updates Use the Emergency Response Community site to feature different services and programs that are available to public agencies
and hospitals such as emergency supply requests People can request permits for building access and apply for assistance programs
like food delivery services Using the mobile Inspection App field responders can deliver emergency services quickly and efficiently
Businesses can use the site to request permits to reopen to the public After the permit is approved your inspector can use the
Inspection App to verify that the site complies with local health and safety ordinances
Emergency Program Management for Public Health
Help your public health department serve its constituents and communities when theres a health emergency Quickly triage and evaluate
patients provide ongoing engagement and monitoring and protect communities from further infection with contact tracing
Community Triage and Evaluate
In the Emergency Public Health Portal the citizens can take action to help themselves during a public health emergency
Citizens can see the emergency care programs that theyre enrolled in and search for health care providers by specialty location and
other factors A click of a button gives them the location of the closest emergency services and access to vital information to stay
healthy and safe A predefined chatbot dialog guides individuals through a selfassessment based on Centers for Disease Control
guidelines with the option to schedule an appointment for followup
Patient Engagement and Care
During a public health emergency efficiency in getting individuals assessed enrolled in a care program and monitored is crucial The
first step in helping someone who might be infected is to perform a clinical assessment
Emergency Program Management for Public Health
Emergency Program Management for Public Health
Using the Health Cloud Emergency Management app create a consistent intake experience using guided workflows and prebuilt
assessments that can quickly adapt as protocols or guidelines change
Once a patient is triaged and enrolled in a care program your care teams can remotely monitor and connect patients to the right care
when called for Care coordinators have all the information they need to make sure that each patient has a program and services tailored
to their needs
Each patient record shows actionable and comprehensive care and social services plans personalized to each patient Add information
about individuals the patient has been in contact with and track incidents and milestones to gain insight into the patients condition
Understand the social and environmental factors that define extra services a patient needs and keep tabs on the care program
the patient is enrolled in You can check the patients symptoms and progress as measured through the daily assessments that are
sent to patients enrolled in the emergency care program
Tracing and contacting individuals who may have been exposed to an infected person is one of the most efficient ways of fighting
widespread community infection You can see the exposed contacts for every patient right from the patient record
Emergency Program Management for Public Health
Emergency Program Management for Public Health
The Contact Tracing Graph gives you a comprehensive view of household members and social relationships so that you can trace infection
by people places or events Follow up assessment and triage can happen without having to leave the console
Contact Tracing and Intake Site
With many exposed individuals to contact it makes sense to bring in workers or volunteers whose job it is to call those exposed contacts
The Contact Tracing Site gives contact tracers an easy and efficient way to pick up contact tracing tasks from a queue and work on them
Tracers can find the tasks that they own pick up new call tasks or add tasks to call contacts who havent responded
SEE ALSO
Salesforce Help Enable Digital Experiences for ERM Sites
Emergency Program Management for Public Health
Emergency Program Management for Public Sector
Emergency Program Management for Public Sector
Quickly deploy a single digital destination for constituents and communities to access emergency
program information and incident updates Use the Emergency Response Community site to feature
different services and programs that are available to public agencies and hospitals such as emergency
supply requests People can request permits for building access and apply for assistance programs
like food delivery services Using the mobile Inspection App field responders can deliver emergency
services quickly and efficiently Businesses can use the site to request permits to reopen to the
public After the permit is approved your inspector can use the Inspection App to verify that the
site complies with local health and safety ordinances
EDITIONS
Available in Enterprise
Performance and
Unlimited editions
Emergency Response Community
The preconfigured Emergency Response Community template makes it easy for citizens to request emergency assistance and get
information when they need it most
The Emergency Response Community is a hub for your community during an emergency Citizens and businesses can check the status
of existing requests or donate emergency supplies Individuals and families can submit requests for assistance with temporary
housing emergency supply delivery and wellness checks Employees can request a permit to access a building or obtain certification
for training theyve taken Businesses can request a permit to reopen to the public or request critical supplies that enable them to
keep employees and customers safe With Volunteer Management you can create volunteer projects and let people sign up for shifts
to help during an emergency And you can add other resources to keep your community informed and protected
Emergency Program Management for Public Health
Emergency Program Management for Public Sector
Citizens can fill out a simple online form to request supplies or delivery services Businesses and other organizations can also request
emergency supplies or reopening permits
Emergency Response Console
Give your staff the power of the Emergency Response Console to triage and evaluate incoming requests from citizens or businesses
From the Emergency Response Consoles home page your agency can quickly approve requests and then have a dispatcher schedule
a delivery or an inspection
Salesforce Maps and the Mobile Inspection App
Help is on its way in no time when your dispatchers use Salesforce Maps
Emergency Program Management for Public Health
Emergency Program Management for Public Sector
Salesforce Maps injects location intelligence into field operations to make emergency supply delivery more efficient When an emergency
event is created the Schedule an Emergency Visit process starts a flow that creates the visit record applies the action plan template
and creates tasks
Your field responders can complete an inspection or a delivery right on their mobile phone Contact information directions and a
detailed accounting of their tasks are at their fingertips When an inspection or a delivery and the associated tasks are finished the
inspector or field responder marks the visit as complete and begins the next assignment
Grants Management
Grants Management helps you launch a Grantee Portal where grant seekers can find funding opportunities From the portal organizations
can apply for funding view their application status and submit ongoing progress reports for awarded grants
Emergency Program Management for Public Health
Configure General Org Settings
Once youve set up Grants Management you can create a tile in the Emergency Response site template and link to the Grantee Portal
Configure General Org Settings
The configuration steps in this section apply to the majority of the features in Salesforce Emergency Program Management If youve
already completed these steps in your org feel free to skip them
Get the Prerequisites for Emergency Management in Health Cloud
Youll need to put a few preliminaries in place to take advantage of Health Cloud features for emergency management
Install Health Cloud
Install the Health Cloud managed package in your org so that you can begin implementing Health Cloud for your users After thats
done you can install the optional unmanaged packages that extend Health Cloud with extra features
Enable Digital Experiences for EPM Sites
Enabling Salesforce digital experiences is the first step to creating communities portals and sites This task is required for Contact
Tracing for Public Health only
Protect Your Sensitive Data with Salesforce Shield
Salesforce Shield is a set of security tools you can use to comply with regulations on storing sensitive protected health information
With Platform Encryption and Event Monitoring you can monitor usage prevent malicious activity and protect data at rest while
allowing full functionality
Set Up an OrganizationWide Email Address
Define a list of organizationwide addresses for different user profiles When they send email from Salesforce these users can select
their own email address or the organizationwide email address for the emails From field Replies are delivered to the selected
address
Assign Emergency Program Management Permission Set Licenses
Permission set licenses enable users to access features beyond those that are included in their basic user licenses To enable users
to work in the Emergency Program Management app assign them the necessary permission set licenses
Emergency Response Management Permission Sets
Emergency Response Management provides special permission sets that give users access to features
Create Emergency Program Management Users
You can add internal Salesforce users one at a time or in batches of up to users
Enable Person Accounts
Person accounts store information about individuals by combining certain account and contact fields into one record Emergency
Program Management uses person accounts for personas like individual citizens or patients
Add an Approval Path to an Application Page
Add an approval path and the applications related list to the Individual Application and the Business License Application pages so
that your approvers can process requests efficiently
Set Up Emergency Program Management Sites
Set up a Experience Builder Site to serve your constituents when they need it most Provide healthcare to symptomatic patients
trace and monitor potentially exposed individuals or quickly allocate emergency resources and services
Create Relationships Between Health Cloud Products and Emergency Request Products
Products that are included in a care program can be requested and delivered as part of an emergency service delivery visit The
Regulatory Authorization Type Product object serves as a junction object for Regulatory Authorization Product and Product objects
Emergency Program Management for Public Health
Get the Prerequisites for Emergency Management in Health
Cloud
Enable Individuals to Perform SelfAssessments and Schedule Appointments
Managing a quickly evolving and rapidly spreading emergency is more efficient when you crowdsource effort and implement some
automation Thats why its important that to enable individuals to assess themselves and based on those assessments to enable
them to schedule appointments as well
Gather Lead Information and Enable Appointment SelfScheduling
Use the ERM Schedule an Appointment flow to gather lead information from individuals and to enable them to selfschedule
appointments
Set Up Daily Assessment Using Surveys
Keeping tabs on your patients condition everyday is key to managing an outbreak Salesforce Surveys can help you do that You
can configure a survey to gather the information you need and automate its distribution at regular intervals
Use Flows to Automate Your Processes
To automate the processes and handoffs that manage patients and provide emergency services we provided flows that you can
customize in Flow Builder Flows collect data and perform actions in your Salesforce org or an external system
Get the Prerequisites for Emergency Management in Health Cloud
Youll need to put a few preliminaries in place to take advantage of Health Cloud features for emergency management
Make sure Surveys are available to users
a In Setup find Company Information Under Permission Set Licenses check for Survey Creator User
If this license isnt listed contact your Salesforce representative to request it
b In Setup on the Survey Settings page switch the slider to Enabled
c Assign the Survey Creator permission set to your Admin user or group
Enable Knowledge for the Admin user or group
a In Setup find Company Information Under Feature Licenses look for Knowledge User
If this license isnt listed contact your Salesforce representative to request it
b In Setup search for Users and select the Admin user
c Select the Knowledge User checkbox and save your changes
Make sure the Address object is available
a In Setup search for Object Manager and find the Address object in the list
b If the Address object is not present contact your Salesforce representative
Make sure you have a license for Salesforce Scheduler
To take advantage of predefined flows install the Emergency Response Management package for Health Cloud
This unmanaged package contains the metadata record types page layouts site templates and other items to enable the Emergency
Response Management suite of features
Install it from httpindustriesforcecomhealthcloudextensionerm
SEE ALSO
Salesforce Help Licenses for Salesforce Scheduler
Emergency Program Management for Public Health
Install Health Cloud
Install Health Cloud
Install the Health Cloud managed package in your org so that you can begin implementing Health Cloud for your users After thats
done you can install the optional unmanaged packages that extend Health Cloud with extra features
Install the Health Cloud managed package before you install and configure any of the Health Cloud unmanaged packages
This managed package delivers the core features of Health Cloud You can find the package download URL in the Terms and Conditions
section of your contract
Select the Health Cloud unmanaged packages you want to install
Emergency Program Management This unmanaged package contains the metadata record types page layouts community
templates and other items to enable the Emergency Program Management suite of features
Install it from httpindustriesforcecomhealthcloudextensionerm
Health Cloud Unmanaged Package Extension This unmanaged package delivers the process that lets care coordinators
convert Lead records into Patient records
Install it from httpindustriesforcecomhealthcloudextension
Paste the URL for the package into your browser navigation bar and press Enter
Enter your Salesforce password
Select Install
If it takes a while you can select Done and move on to something else while installation finishes Check your email for confirmation
that installation was successful
To verify that the package was installed go to Installed Packages in Setup and look for the name of the package
Important Dont delete any part of the managed package after installing it Doing so can block automatic upgrades to future
releases
Note The custom objects components classes and triggers delivered in Health Cloud packages are one API version behind the
core Salesforce API Health Cloud standard objects have the same API version as core Salesforce So if your orgs API version is
the Health Cloud custom objects are API version and the standard Health Cloud objects are API version
Enable Digital Experiences for EPM Sites
Enabling Salesforce digital experiences is the first step to creating communities portals and sites
This task is required for Contact Tracing for Public Health only
Note
To access ERM in sites make sure you have the External Apps license and the Customer
Community Plus license
USER PERMISSIONS
To enable digital
experiences
Customize Application
After you enable digital experiences you cant disable it
ERM Sites templates are currently only available in English For digital experiences language
support see Multilingual Sites
From Setup enter Digital Experiences in the Quick Find box then select Digital Experiences Settings
Select Enable Digital Experiences
Your digital experiences domain is shown It includes your My Domain name in the format MyDomainNamemysitecom
for production orgs
Emergency Program Management for Public Health
Protect Your Sensitive Data with Salesforce Shield
Click Save
SEE ALSO
Set Up and Maintain Your Salesforce Organization Experience Cloud User Licenses
Industries Common Resources Developer Guide Industries Object Access by Community License
Protect Your Sensitive Data with Salesforce Shield
Salesforce Shield is a set of security tools you can use to comply with regulations on storing sensitive protected health information With
Platform Encryption and Event Monitoring you can monitor usage prevent malicious activity and protect data at rest while allowing
full functionality
Shield Platform Encryption
Platform Encryption allows you to natively encrypt your most sensitive data at rest allowing you to address HIPAA requirements for
storing sensitive protected health information Encryption helps you protect PII PHI sensitive confidential or proprietary data It enables
you to meet both external and internal data compliance policies while keeping critical app functionalitylike search workflow and
validation rules You keep full control over encryption keys and can set encrypted data permissions to protect sensitive data from
unauthorized users To find more information about supported objects and fields see Which Standard Fields Can I Encrypt
The following objects dont support Platform Encryption
Emergency Response Console Objects
Business Regulatory Authorization Type
Business Type
Individual Application
Inspection Type
Regulatory Authorization Type
Regulatory Authorization Type Product
Regulatory Authority
Visit Objects
Action Plan
Action Plan Item
Action Plan Template
Action Plan Template Item Value
Action Plan Template Item
Action Plan Template Version
Assessment Task
Task
Visit
Visitor
