Senior LinkAge Line staff should use CTS email for Senior LinkAge Line work such as: 

• Sending forms, applications, or resources
• Resource coordinator communication with a health care provider about a discharge
• PAS staff sending referrals to admitting providers, counties, and Managed Care Organizations

Email should be used rather than regular mail, when possible, to reduce mailing costs and delays. 

Encrypted email must be used if there is any personally identifiable information (PII). PII should be limited to minimum necessary. PII is any information that can be used to identify, contact, or locate an individual, either alone or combined with other easily accessible sources. Examples include:

• Full name
• First or last name along with birth date
• Address
• Person master index (PMI)
• Medicare number
• Online form confirmation number
• Verification code
• Social Security Number (SSN)
• Any other identifier unique to the individual. 

Supervisors should monitor email usage to ensure compliance.

Sending emails
You must use the email templates in the CTS to ensure the correct email signature and formatting are being used.

Receiving emails
When you are collecting information that contains PII, you must direct the sender to the secure upload site. 

Documentation
All emails sent from and to the CTS will show on the activity timeline.

1. Navigate to the timeline, press the + icon, and select email. 

2.  Select the appropriate template using the Insert Template option in the top menu. 
3. ​​​​​​In the "To" field, delete the pre-loaded recipient and start typing the intended provider, contact, or client to select the recipient. 
4. "[Encrypt]" in the Subject line ensures this is a secure email. All templates will have this and you can add it yourself. If you are sending something without any personally identifiable information (PII), you can delete the "[Encrypt]" from the subject line. 
5. Select Save at the top. This will change the "From" field from your name to "Senior LinkAge Line Do Not Reply Mailbox." You can use the "X" to delete this mailbox and change it to the "Senior LinkAge Line Feedback Mailbox" when appropriate. 
6. Review the message.
7. If necessary, use the Attach File option in the top menu to attach a file. The attached file will show up in a field to the right. 
8. When you are ready to send the email, select Send in the top menu. 
9. The email will show in the timeline for any staff to review. 
10. If the email did not go through, the staff who sent it will receive a notification in their email inbox.

1. Navigate to the timeline, press the + icon, and select email. 

2. ​​​​​​In the "To" field, delete the pre-loaded recipient and start typing the intended provider, contact, or client to select the recipient. 
3. Type in an email subject line in the "Subject" field. Add "[encrypt]" in the subject line if you are sending an email with personally identifiable information (PII) to ensure the email is secure. 
4. Type your message. *There are currently no templates available for email within an Application.
5. Select Save at the top. This will change the "From" field from your name to "Senior LinkAge Line Feedback Mailbox." You can use the "X" to delete this mailbox and change it to the "Senior LinkAge Line Do Not Reply Mailbox" when appropriate. 
6. Review the message.
7. If necessary, use the Attach File option in the top menu to attach a file. The attached file will show up in a field to the right. 
8. When you are ready to send the email, select Send in the top menu. 
9. The email will show in the timeline for any staff to review. 
10. If the email did not go through, the staff who sent it will receive a notification in their email inbox.

The recipient of the email will receive the email in an encrypted format (since all emails should include "[encrypt]" in the subject line. The encrypted email will arrive with a message from Zix that looks something like this: 

The recipient will need to select the gray "Open Message" button. If this is the first time they are receiving an email from us, they will need to register their account by creating a password and entering it twice, then selecting "Register":

Next, they will be prompted to enter a 6-digit code that they will receive in the email inbox: 

After they enter the code and select "Verify," they will see their account activation has been completed and they will need to select "Continue": 

After creating their account, they will be prompted to enter the email address and password:

Once logged in, they will be able to access the email they received: