This blog is a deep dive into the new features for the August 1, 2024, release of Health and Safety.
Please note that this is a summary of the most notable items, not an exhaustive list. For full details, refer to the product documentation and release notes on the ServiceNow Store.
New Features:
Health and Safety Case Management
Plugin: Health and Safety Case Management (sn_hs_cm)
Personas: Employees, Health and Safety Team, HR Team
Roles:
|
Role Name [name] |
Description |
Contains |
|
Safety Case Manager [sn_hs_cm.case_manager]
|
Manager for Health and Safety cases who can - View Health and Safety cases and their related records in Health and Safety Workspace - Create, update, and delete these from Health and Safety Workspace o Health and Safety cases o Return to work cases |
- sn_hs_cm.case_reporter - sn_hs_cm.rtw_writer - sn_hs_cm.case_writer |
|
Safety Case Reporter [sn_hs_cm.case_reporter] |
- View cases created for the Health and Safety questions asked - Submit Health and Safety questions from Employee Center |
|
|
Safety Case Reader [sn_hs_cm-case_reader]
|
- Can view Health and Safety cases in Health and Safety Workspace - Can view safety incidents and observations associated with Health and Safety cases |
- sn_ohs_im.incident_reader - sn_ohs_im.observation_reader |
|
Safety Case Writer [sn_hs_cm.case_writer]
|
- Create and update Health and Safety cases in Health and Safety Workspace - Can associate related safety incidents and observations to Health and Safety cases |
- Sn_ohs_im.incident_writer - Sn_ohs_im.observation_writer - Sn_hs_cm.case_reader |
|
Return to Work Case Reader [sn_hs_cm.rtw_reader]
|
- Can view Return to work cases in the Health and Safety workspace |
|
|
Return to work case writer [sn_hs_cm.rtw_writer] |
- Safety case writer who can create and update Return to Work cases in the Health And Safety Workspace |
- Sn_hs_cm.case_writer - Sn_hs_cm.rtw_reader |
Health and Safety questions can span from general inquiries about procedures to complex leave
of absence cases. Using the omnichannel experience that is accessible from Now Mobile and Employee Center, employees can self-serve with knowledge articles and submit questions to the correct person when they need support. Knowing that there’s an efficient channel of communication will further strengthen a culture of safety for employees.
With Health and Safety Case Management, Health and Safety teams can efficiently triage questions, provide support with a return from injury leave, and work in close collaboration with their HR team. Health and Safety teams can reduce time to resolution, gain visibility of commonly asked questions, and manage cross departmental cases.
How to Use:
Employee Experience:
Health and Safety Case Management supports employee inquiries on Health and Safety topics such as procedures, leaves, training, and more. From the Employee Center or the Now Mobile application, employees can ask health and safety questions or report a leave of absence from an injury.
- Log in to the Employee Center with the Safety Case Reporter role [sn_hs_cm.case_reporter]
- Navigate to the Health and Safety Taxonomy
- Select Ask a Health and Safety Question
To provide an intuitive experience and reduce confusion with where employees would submit incidents, observations, or ask a question, we named the quick link “Ask a Health and Safety Question” ensuring when employees had a question they would go to inquiries and not ask questions within the incident record producer.
From the case record producer, employees can select a category of question, which can be configured by customers. Routing can be set up to create efficiencies in triaging the questions.
The employee can add previously submitted incidents with the related incident field. For example, if the leave of absence question is from a particular incident.
For privacy, the incidents that appear in the list are only incidents that the employee has submitted.
Submitted Health and Safety cases will appear in My Requests for the employee to receive notifications, status updates, and communicate with the Health and Safety team.
For employees that work from their mobile device, Health and Safety Case Management is also available on the Now Mobile app.
Health and Safety Workspace:
Using Health and Safety Case Management, Health and Safety teams can triage employee questions, manage injury cases, and create HR visibility into injury cases. Using the power of the platform, Health and Safety Case Management will reduce administrative burden with automatic routing based on qualifiers like location and question type and increase visibility with streamlined tasks and approvals.
- Log in and navigate to the Health and Safety Workspace
- From the left-hand navigation, select the new Health and Safety Case Icon.
Within this area, users can create new cases or previously view cases submitted that have been assigned to themselves or their team.
Create a Case:
- Select new
- Populate the details of the case.
- Save
- Communicate back to the employee via the comments section
Helpful tip: If the case is regarding a leave from an existing incident/observation, relate the records using the related incidents/observations.
For any cases that are based on an injury/illness related leave where the employee has taken leave, categorize them as a return to work case using the drop down.
Create a Return to Work (RTW) Case
As Health and Safety team members are working through Health and Safety injuries, they can now create RTW cases directly from the injury record. This function will ensure that cases and leaves are tracked at the moment of injury notification and fewer time is lost informing stakeholders of the injury.
- Log in to the Health and Safety Workspace
- Navigate to Health and Safety Incident Management
- Open an existing injury record or create a new record and populate with injury details
- Select Create a RTW Case
- Confirm
This will create a new RTW case within Health and Safety Case Management.
Under RTW Case Record the new case number will populate.
- Navigate to the RTW case from the RTW field by selecting the open record icon
Within the case, the details section will automatically be populated as an injury/incident related leave and return to work case.
Under the “leaves” tab, Health and Safety team members can track leaves associated with this injury.
In the case that the employee has more than one leave, multiple leaves can be added to the case.
- New
- Populate the details of reason, start date, and end date
- Save
Within the injury/illness tab, the case worker will be able to see details of the injury or illness and navigate to the injury/illness record.
Health and Safety Teams can use the case to track leaves for the employee, collect medical documentation, and maintain communication with the employee.
Create a RTW Case for Customer Using HR Service Delivery:
For customers utilizing HR Service Delivery, if HRSD is installed on the instance, instead of a RTW button on the injury record there will be a “Create HR Case” button. With this experience, both HR and H&S teams will know of the leave ensuring that both teams can support the employee with their injury with little time lost due to administrative overhead.
The HR case created will create a case with a chosen HR service. See below for instructions on how to set up the HR service.
To further the streamlined experience, Lifecycle Events, and Journeys can be made to ensure that all of the HR stakeholders are engaged, and managers support the employee on their transition back to work.
Setting Up Health and Safety Case Management:
Health and Safety Case Management [sn_hs_cm] will need to be downloaded from the store into your instance.
Once downloaded, users with the (sn_ohs_im_admin) role will be able to configure their Health and Safety Categories. Out of the box we provide: general inquiry, learning, procedures, equipment, and leave of absence
Setting Up HR Services for Creating an HR Case After an Injury:
Note: Instructions for HR Service Delivery Customers
For many customers after an injury is reported to the Health and Safety teams the next step is to notify their HR team of the injury. To save time, create visibility across teams, and enhance customer’s investment with the platform, customers can now create and relate HR cases from the Health and Safety Injury record.
Customers who are licensed** to HR Service Delivery will need to configure the HR Service of their choice that they would like to be the HR Service created when a HR case is generated from a Health and Safety injury record.
To configure:
- Navigate to All > HR Administration > HR Services > HR Service Configuration
- Select the HR Service ex. Leave of Absence
- Open the Service
- Right click and select Copy sys_id
- Navigate to All> Health and Safety > Health and Safety Administration > Properties
- Make sure you are in the HR Case Management Scope
- In the HR Service sys id paste the sys_id from the HR Service
- Save
Within the Health and Safety injury record, agents will be able to create HR cases from the injury notifying them of the injury.
** Reach out to your account executive with questions on licensing
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Offline Inspections
Plugin: Health and Safety Risk Management (sn_hs_rm)
Persona: Employee, Manager, Health and Safety Manager
Roles: no changes from last release
|
Role Name [name] |
Description |
Contains |
|
Inspection schedule writer [sn_hs_rm.inspection_schedule_writer] |
- Create and update inspection schedules |
- sn_hs_rm.inspection_schedule_reader |
|
Safety inspection manager [sn_hs_rm.safety_inspection_manager] |
- Inspection manager who can - Build inspection surveys with the Survey designer - Create and manage safety inspections in Health and Safety Workspace - Schedule safety inspections Health and Safety Workspace - Complete inspection surveys - Create, update, and delete inspection findings, RCA, and actions |
- sn_hs_rm.inspection_schedule_writer - sn_ohs_im.action_manager - sn_hs_rm.safety_inspection_writer - survey_creator |
|
Safety inspection writer [sn_hs_rm.safety_inspection_writer] |
- Create and update safety inspections and related records |
- sn_ohs_im.workspace_user - sn_hs_rm.safety_inspection_reader - canvas_user - sn_ohs_im.action_writer - survey_reader |
UPDATED: With Health and Safety Inspections, Health and Safety Teams can create, schedule, and assign safety inspections of the workplace to proactively identify and record hazards before they harm employees. Using the omnichannel experience, users can easily compete assigned inspections from their desktop, tablet, or mobile device in their flow of work.
For those employees that work in areas of low or no connectivity, inspections can be taken offline on their mobile device using the Agent Mobile app. Once the employee has connectivity, the completed inspections will automatically sync and be submitted. Health and Safety teams will then be able to assess findings, perform root cause analysis, and assign actions to remediate inspection results.
For more information on inspections refer to the May Blog.
Helpful Tip: Offline for Health and Safety Inspections is enabled by default. Please review the docs page for offline for additional guidance.
Employee Experience:
Agent Mobile App
Employees now can take inspections while offline using the Agent Mobile App.
Once an inspection has been assigned to a user:
- Log in to agent mobile with the [sn_hs_rm.safety_inspection_writer] role
- Navigate to settings
- Select offline mode
- Download cache
Note: Cache can be configured to cache automatically so that users can receive scheduled updates to their offline data. Docs Link
- Toggle to offline mode
Note: if you are in an area of no connectivity then you would not need to switch to offline mode
There should now be a grey bar at the top of the screen that indicates the user is in offline mode.
- Navigate to home
- Select your survey
- Complete the survey
Once completed, the survey will be sent to an outbox. When the user returns online, either by toggling online or having connection restored, the survey will automatically send.
____________________________________
Job Tasks for Job Safety Analysis (JSA)
Plugin: Health and Safety Risk Management (sn_hs_rm)
Persona: Health and Safety Manager
Roles: Updated
|
Role Name [name] |
Description |
Contains |
|
Job Reader [sn_hs_rm.job_reader] |
- Can view jobs defined in the Job register |
- none |
Using the Job Tasks for Job Safety Analysis, Health and Safety teams can now maintain a system of record of all tasks employees complete with associated hazards and controls.
These tasks can then be used to create step by step Job Safety Analysis to effectively identify hazards at every step of the job.
How to Use:
- Log in to Health and Safety workspace with the risk data manager role [sn_hs_rm.risk_data_manager]
- Navigate configuration > job register (previously known as job templates)
- Select New
- Select single step or multi step
Hint: Single step can be used for a single stepped job or a task. Multi step can be used for a job with multiple steps or tasks.
- Within the details section, populate details of the job
- Once saved, you can begin to add the job steps.
- Select New
- Complete the details of the step
Note: the order will determine the order that the steps appear on the JSA.
Once saved, the hazards and controls related list will appear.
- Populate the details of the hazard and associate controls for the hazard.
Note: the hazards and controls are pulling from the hazard and control register that is available within configuration in the workspace.
Multiple hazards can be added to each job step.
- Repeat the above steps for each of the job task steps.
Employee Experience:
Part of an effective hazard communication program is making employees aware of the hazards while they are completing their jobs. To lower workplace risk, Job Safety Analyses make employees aware of hazards associated to their job tasks and the controls that are put in place to protect them from harm.
Within this update, job tasks now enable customers the flexibility to be more granular with the identification of hazards at every step of the job.
Note: for additional information on JSAs refer to the February Blog.
- From the Employee Center, navigate to Create a JSA
- Select a job that has multiple steps
Additional steps can be added to the job with the “add job step” button. This gives employees flexibility to add additional job steps, hazards, and controls to the job if any step was missed.
For those new job tasks, an approval can be set up to alert the Health and Safety team to add that new job step to the job register.
Helpful tip: If the job is not in the job register, employees can select “none” and add their own single or multi step job.
Additionally, to ensure that everyone in the JSA is acknowledging the JSA, we have updated the UI to add employees/workers. Employees/workers now have to select an acknowledgement while entering their name.
An example of a worker is a contractor.
Once the JSA is submitted, employees can view the submitted information, including the JSA details and informed workers.
If the employee would like to create a similar JSA, they can now use the copy JSA button to copy all of the details except the date/time. The name of the JSA will appear as “Copy of” which the user can then change.
Additional Enhancements:
Body Picker Enhancements:
With our August release, there are two major updates for the body picker:
- Updated UI
- Availability within the Employee Center
UI Updates
We have updated the body picker’s UI to enable more details to be collected about where the injury occurred on the body. The updated body picker will be available on both Employee Center and workspace.
Below is a list of the updated regions and body parts of the new UI. Those in blue are new.
Front of Head:
- Top of head
- Left side of head
- Right side of head
- Left ear
- Right ear
- Left eye
- Right eye
- Nose
- Mouth
- Left side throat
- Center throat
- Right side throat
Right arm:
- Right shoulder
- Upper arm
- Elbow
- Lower arm
Left arm:
- Left shoulder
- Upper arm
- Elbow
- Lower arm
Right hand:
- Wrist
- Palm of hand
- Back of hand
- Thumb
- Index finger
- Middle finger
- Ring finger
- Little finger
Left hand:
- Wrist
- Palm of hand
- Back of hand
- Thumb
- Index finger
- Middle finger
- Ring finger
- Little finger
Right Leg:
- Right hip
- Upper leg
- Knee
- Lower leg
Left Leg:
- Left hip
- Upper leg
- Knee
- Lower leg
Right foot:
- Ankle
- Heel of foot
- Sole of foot
- Toe
Back of head:
- Top of head
- Skull
- Neck
Torso
Upper Back
Lower Back
Left upper back
Upper spine
Right upper back
Left lower back
Right lower back
Lower spine
Left gluteus
Right gluteus
Right chest
Left Chest
Right rib
Left Rib
Abdomen
Pelvis
Private parts
For customers with existing data, the previously chosen body parts will migrate to the updated regions.
Below is a list of how the previous regions will map to the updated regions
Torso --> Abdomen
Back of head --> Skull
Lower back--> Lower spine
Upper back--> Upper spine
Employee Center:
Users now can select from the body picker within Report Health and Safety Incident- Advanced in the Employee Center.
Incident/Observation Updates
Within the health and safety workspace, in both incidents and observations there’s a new UI action to close the incident/observation.
Additionally, the observation description has now been changed from “description” to “what was observed” to provide clarification for the user on what the user should input. This update appears on both Employee Center and workspace.
Action Updates
Within the Health and Safety workspace, Health and Safety actions can now be easily copied to save time for Health and Safety teams creating the same action for multiple groups or locations.
