Vet Center Facility closed: Newington Vet Center Outstation

[JayDarnell]

Relates to #12647

Related slack conversation: https://dsva.slack.com/archives/C02BTJTDFTN/p1675892430252639

Redirect request: https://github.com/department-of-veterans-affairs/va.gov-cms/issues/13330

Intake

• [x] What triggered this runbook? (Flag in CMS, Help desk ticket, Product team, VHA Digital Media) Trigger: Helpdesk ticket

• [x] Link to associated help desk ticket (if applicable) Jira ticket: https://va-gov.atlassian.net/browse/VAHELP-5571

• [x] Name of submitter (if applicable) Submitter: Selena.Herbert@va.gov

• [x] If the submitter is an editor, send them a link to the operating status KB article and have them change the status to Facility notice and provide a description of the facility closure so that Veterans are aware of the future closure. https://va-gov.atlassian.net/browse/VAHELP-5571?focusedCommentId=38566 KB articles: https://prod.cms.va.gov/help/vet-centers/how-do-i-update-my-vet-center-facilitys-basic-location-data?check_logged_in=1

• [x] Link to facility in production: Facility link: https://prod.cms.va.gov/manchester-vet-center/newington-outstation, archived

Acceptance criteria

Vet Center facility closure

CMS help desk steps

• [x] 1. CMS team becomes aware that the facility is no longer on the Facility API.
• [x] 2. CMS team submits Redirect request, cc'ing Facilities team, and referencing this issue.

https://github.com/department-of-veterans-affairs/va.gov-cms/issues/13330

• [x] 3. Once timing of Redirect going live is known, alert CMS engineers to carry out the other steps

CMS engineer steps

• [x] 4. CMS engineer bulk unpublishes the nodes.
• [x] 5. CMS engineer removes the Section. Not necessary or desired in this case
• [x] 6. CMS engineer edits facility node by removing the flag Removed from source, sets moderation state to archived, and saves the node.

CMS Help desk (wrap up)

• [x] 7. Help desk notifies editor and any other stakeholders.

Team

Please check the team(s) that will do this work.

• [ ] CMS Team
• [ ] Public Websites
• [x] Facilities
• [x] User support

[omahane]

@JayDarnell This was already archived on Feb 8, 2023. I also don't see any menu item.

[JayDarnell]

I just realized I created this using the wrong runbook so updating the steps now.

[omahane]

It seems like we still have some confusion about whether this closure is permanent or not. @stefaniefgray @TroyA6 Can you help me with getting this information?

[stefaniefgray]

Asked in https://va-gov.atlassian.net/browse/VAHELP-5571 -- @TroyA6 please update this ticket if the editor writes back, thank you!

[kmariepat-cityfriends]

@stefaniefgray @TroyA6 bump on the inquiry to the editor, can we ask the editor again

[stefaniefgray]

@kmariepat-cityfriends @omahane

Editor replied:

"Stephanie,

The Newington location was closed during COVID initially. We have been awaiting a lease contract for a permanent location for now we are located in an armory with locked doors. The clinician that is there is there three days a week by appointment only. It is in Portsmouth New Hampshire. The outstation will remain active since it is in use but there are changes in location, accessibility and contact information. All outstation traffic for scheduling, new clients and appointments come through the Manchester Vet Center since there is no admin staff at that location. I hope that helps.

Selena"

[omahane]

@stefaniefgray @TroyA6 This message helps to clarify the information in this thread: https://dsva.slack.com/archives/C02BTJTDFTN/p1675892430252639

Remaining points of confusion

Status in CMS

What's not clear to me is why the facility went from Draft to Archived on 2/8/2023 if the hope was to publish it with the hours and name change.

Name change

The request was to change the name from "Newington Vet Center Outstation" to "Newington Outstation," but I don't see another such example among published outstations. It would appear that the naming convention for outstations is "[locality name] Vet Center Outstation".

Hours change

The request mentioned in the Slack thread is for an hours change, but aren't the hours picked up from the CMS? Shouldn't Selena be able to edit the hours?

Location

The latest revision message in the CMS, wherein the status was changed to Archived, mentioned an issue with the location. Can't the editor change the location in the CMS?

Next steps

After the editor changes the location, hours, and picture, can we publish the facility?

[TroyA6]

@omahane @stefaniefgray @kmariepat-cityfriends - I have posed the naming convention question to Randi Hecht (she is no longer an 'approver' now that the VCs have been published). Her suggestion is to follow the naming convention of the other published facilities.

Here is what I have found regarding other requested changes that Christian questioned earlier:

Address change requests: Editor should Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

Phone number change requests: Editor should Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

Hours of operation change requests: Editor should Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

So, it looks like the processes for these requests should be shared with the requesting editor.

Thoughts? Comments? Suggestions? Feedback?

[omahane]

Based on Randi's comments, I would say not to change the name, pointing to the naming convention. I'm interested in @davidconlon's thoughts?

I would say that after we tell the editor about the procedure for the address, phone and hours changes, the process is out of our hands.

Lastly, this is a facility closed ticket, which is actually not the case any longer. We should change the ticket name to reflect that this actually a re-opening.

[TroyA6]

@stefaniefgray @omahane - I sent the editor a message on March 24 regarding the remaining items in this ticket:

Here is the message sent in VAHELP-5571

Hi Selena,

We have been working to address / resolve your request.

Please note, however, that some requests for change may need to be routed as follows:

Address Change request:

Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

Phone number Change request:

Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

Hours of operation Change request:

Email the Vet Center RCS Help desk VHAECHRCSNET_Helpdesk@va.gov

I have linked the Knowledge Base Article here for your reference as well.

As you likely know, the grayed out areas are centrally manage data fields that cannot be manually changed.

You are able to change the Operating status, and note specific hours in the ‘more info’ box, but for permanent hour changes, requests must be made to the email address listed earlier.

[TroyA6]

@omahane @stefaniefgray - I would classify this as BLOCKED, as we are awaiting Editor response.

[jilladams]

I'm cross-checking our open runbook tickets against latest versions of the runbooks to confirm the steps align. Note on this one: Helpdesk step 2 is checked off for creating a Redirect request, but I don't see a reference to that ticket -- @stefaniefgray @JayDarnell can you confirm if that was checked off bc it's been created and provide the link, or because it's not necessary? (In cases where it's not necessary, if that's the case, helpful to note it.)

[stefaniefgray]

Redirect ticket not needed!

[stefaniefgray]

Checked back in with editor to see if this ticket can be closed

[stefaniefgray]

Never mind -- they now want it re-directed to the Manchester Vet Center

Creating re-direct ticket

[stefaniefgray]

Redirect request: https://github.com/department-of-veterans-affairs/va.gov-cms/issues/13330

[omahane]

PR is made: https://github.com/department-of-veterans-affairs/devops/pull/12882

[omahane]

@stefaniefgray The redirect has been deployed: https://www.va.gov/manchester-vet-center/newington-outstation/ takes you to https://www.va.gov/manchester-vet-center/

[omahane]

@stefaniefgray This is done. Please let the stakeholders know.

[stefaniefgray]

@omahane Just notified 'em! Thanks for all your help

[jilladams]

That's all the ACs - close-able? @stefaniefgray @omahane

[stefaniefgray]

Closing