---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Setting up roles and responsibilities

# Setting up roles and responsibilities for Healthcare Operations users {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Setting up roles and responsibilities for Healthcare Operations users

In Healthcare Operations Core (HCO), managing user access effectively requires understanding the interplay between roles and responsibilities.
These concepts are adapted from the Service Model Foundation (SMF) to meet HCO-specific requirements, enabling precise control over what data users can access and modify.
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## Roles

Roles define table-level permissions, specifying which objects users can interact with and their allowed actions (Create, Read, Update, Delete). For example, the **snhco.careteammember** role grants access to work with HCO cases.

## Responsibilities

Responsibilities determine record-level access within those tables, restricting which specific records a user can view or edit despite having the role's broader access. In HCO, these are based on SMF responsibilities but customized using Related Party Configurations to align with healthcare operations.

For instance, the **Care Team Member** responsibility limits access to cases associated only with the healthcare organizations or units the user belongs to.

## Healthcare Operations Core Roles and Responsibilities

* **Care Team Member** (Role: `snhco.careteammember`): Enables users to work on cases reporting issues within assigned units.
* **Care Team Manager** (Role: `snhco.careteammanager`): Allows managing cases and healthcare organization members within the assigned unit.
* **Support Department Agent** (Role: `snhco.locsupportagent`): Used by agents to fulfill cases specific to their department.

## Why Responsibilities Matter

Think of roles as granting access to the building (tables), while responsibilities control which rooms (records) inside you can enter. This layered approach ensures that healthcare organization members only see records pertinent to their assigned units or organizations, enhancing data security and relevance.

## Example Scenario

A care team member assigned to the Intensive Care Unit (ICU) has the `snhco.careteammember` role granting access to HCO cases. Their **Care Team Member** responsibility restricts their access to cases within the ICU only, preventing visibility into cases from other units.

## Next Steps

* Assign appropriate roles to Healthcare Operations Core users to grant table-level access.
* Assign corresponding responsibilities to control precise record-level access within those tables.  
To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use
cases.

## Roles {#cto-setting-up-roles-responsibilities__section_fq1_3l2_fhc}

Roles define table-level access. They determine which objects you can interact with and what actions you can perform. IE, (CRUD: Create, Read, Update, Delete).

Example: The `sn_hco.care_team_member` role enables you to work with HCO cases.

## Responsibilities {#cto-setting-up-roles-responsibilities__section_fcc_lfs_jhc}

Responsibilities control record-level access within tables. Even if your role grants access to a table, responsibilities decide which specific records you can view or edit.

Responsibilities in HCO are based on Service Model Foundation responsibilities, but adapted (relabeled) for healthcare operations using Related Party Configurations.

Example: The Care Team Member responsibility limits your access to cases for healthcare organizations that you're a member of.
{#cto-setting-up-roles-responsibilities__table_cft_5n2_fhc__entry__2}

| Healthcare Operations Core Responsibility | Inherited Service Model Foundation responsibility |
|-|-|
| Care Team Member | Service location business contributor |
| Care Team Manager | Service location business manager |
| Support Department Agent | Location Support Agent |
[ ]

{#cto-setting-up-roles-responsibilities__table_cft_5n2_fhc}

For the base Service Model Foundation roles and responsibilities that these are adapted from, see [Assign roles](https://www.servicenow.com/docs/access?context=configure-data-model-roles&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) and [Service definition roles](https://www.servicenow.com/docs/access?context=csm-service-definitions-roles&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

## Why responsibilities matter {#cto-setting-up-roles-responsibilities__section_a1s_tfs_jhc}

Think of roles as the door to the building and responsibilities as the rooms you're allowed to enter.

This layered approach segregates data so that members of healthcare organizations only see records that pertain to that healthcare organization that they have responsibility for.

## Example scenario {#cto-setting-up-roles-responsibilities__section_ywg_vfs_jhc}

You're a care team member associated with the Intensive Care Unit (ICU) at a hospital.

* Role: The `sn_hco.care_team_member` role gives you access to HCO cases.
* Responsibility: The Care Team Member responsibility restricts access to cases within that ICU only.
{#cto-setting-up-roles-responsibilities__ul_w2y_xfs_jhc}

Result: You can work on HCO cases related to that ICU, but can't view cases for other units.  
{#cto-setting-up-roles-responsibilities__table_vlf_k3s_jhc__entry__3}

| Role | Responsibility | Description |
|-|-|-|
| `sn_hco.care_team_member` | Care Team Member | Use the Care Team Member responsibility to work on cases to report issues within an assigned unit. |
| `sn_hco.care_team_manager` | Care Team Manager | Use the Care Team Manager responsibility to report issues within an assigned unit and manage the members of your healthcare organization. |
| `sn_hco.loc_support_agent` | Support Department Agent | The Support Department Agent responsibility is used by the Care Team Operations applications so agents can fulfill cases for their specific department. |
[Table 1. Roles and responsibilities in Healthcare Operations Core]

{#cto-setting-up-roles-responsibilities__table_vlf_k3s_jhc}

## What to do next {#cto-setting-up-roles-responsibilities__section_svh_r3s_jhc}

* [Assign roles to Healthcare Operations Core users](https://www.servicenow.com/docs/qMtEydnMKH7keCdaDaQVsA "Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.")
* [Assign responsibilities to Healthcare Operations Core users](https://www.servicenow.com/docs/iGkjh5E5qAg_UgBcnGnTDg "Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.")
{#cto-setting-up-roles-responsibilities__ul_qmc_s3s_jhc}