Super User Role Description

Super users are key components of the ERP support infrastructure. In addition to being on the front line with end users, they also serve as liaisons between business and IT organizations, enabling IT organizations to focus on more-technical aspects of system support.

A Super User is selected by UVA leadership. The Super User is a local expert ready to assist co-workers with use of the specified equipment. This role should be filled by an enthusiastic service-oriented individual interested in the successful use of the equipment, now and in the future. This individual should be a problem solver who is willing to listen to staff concerns and questions, who knows available resources, and who is willing to take issues forward to the appropriate parties. The Super User role includes: Functioning as a first responder unit-based support person for unit staff Attending classes and updates and completing own competency annually Acting as an on-unit resource and problem solver Providing staff feedback to appropriate individuals or committees Having a system for communicating updates to unit staff Taking the lead in on-unit education and competency checkoff, both annually and for new hires Participating in testing or on-unit pilot projects focused on the involved equipment, as applicable.

Super users are clinical experts who provide a valuable integrating force when organizations introduce technology into practice. Unleashing the value of a super user requires planning and thought, and begins with selection. Selection of super users focuses on attributes, which helps ensure they possess the right stuff to assist staff and the organization through transition. Literature describes effective super-user attributes as encompassing knowledge of unit/area workflows, knowledge of current policies/procedures, good communication skills, respected by other interdisciplinary staff members, flexibility, and ability to learn computers and technology. Notice the technology piece, although important, is often listed in the latter part of key attributes. Super users develop key understandings that translate into practice by participating in designing, testing and training. Participating in the design means there are front-line staff members who have working background knowledge of how things work and why. The learning curve for a technological induced transition is much easier for staff to work through when the colleague who supports them has at their disposal the history and rationale as to why things work in their current state. After the technology is designed and the framework for its utilization is complete the second opportunity for participation relates to the testing phase.

Testing a technology with persons who will live the workflow provides valuable feedback so modifications can be made prior to going live. Testing also provides an opportunity to undertake a dress rehearsal of implementation. Ask the questions: What other mechanism can be laid out to help transition? Are there additional groups who require education? Are resources allocated appropriately to support the transition or should they be shifted? Staff who are intimately involved in the workflows are uniquely situated to assist the implementation team to identify and problem solve these risk factors prior to a go-live. Super users are often considered synonymous with the training phase of deployment. Training delivered from a staff member who has performed the work holds more credibility than training coming from a person not involved in the work. From a super-user perspective, many find the prospect of training ones colleague daunting. In order to bridge this fear, resources are needed to shore up the super-users ability to independently function in a training role. Resources that focus on expectations, practice within the technology/application, training scenarios and a forum to share their experiences are part of well-designed, super-user preparation program. There is not one way to incorporate the super-user role into the training program. A super user can facilitate or assist with an instructor-led class or they might facilitate a scenario-based training session. Another role for super users to play in training is to serve as a reviewer of training materials and practice scenarios. Incorporating super users into the training program improves not only the quality of training but it reinforces the practice and background knowledge. The key outcome of super user preparation and participation consists of a successful implementation and adoption of new technology by staff. Super users bridge technology and practice, and provide a continuous value-added resource which continues to surface with upgrades, modifications and any technology replacements