BT- the basics
What training requirement must providers complete before they can be scheduled for their basic training?
If a provider calls in wanting to complete their BT 30 or BT 9 requirement, what would you advise them?
Providers receive an email invitation with instructions on how to complete their training requirements online.
Temporary Password: Summer2022
What is the current format of BT 70?
20 modules (3.5 hours)
14 modules in person
6 modules via webinar
A provider calls in because they are having issues with the Webinar zoom link they were provided for their training class. The provider states their class is later today. Who would you escalate the case to?
Bonus: What would you select under the MRC section to let this queue know it's a time-sensitive matter?
Schedule Request queue
Bonus: Mark "yes" under needs support today.
What determines a provider's work classification?
Providers are categorized into different worker categories based on their relationship to their client/s and the number of hours they work per month.
If a provider has successfully logged into their Cornerstone account and is unsure how many hours/credits they have left to complete their BT 30 or BT 9 training requirement., what would you advise them?
- Advise them to check the email invitation. The number of remaining hours/credits they need to complete should be at the bottom of the email.
What classification must complete BT 7?
Parent provider DDA (Individual providers)
A provider called in stating they never received their training schedule. What steps would you take to resolve the issue?
- Check under the related tab in BG salesforce or look under campaign activity to see if you can locate the provider’s schedule
- Create a registration and schedule case
- Make sure to fill out all of the “MRC Section”
-Let the learner know that someone will reach out to them within 24-48 hours.
-Escalate the case to the “Schedule request queue”
What are the basic training and HCA certification deadline extensions based on?
The new training deadlines are based on the provider's date of hire or re-hire.
A provider calls the MRC because they are requesting BT 30 in a different language. How would you handle this call? What actions would you take?
- Ask the provider if they can take the training online in English with the help of family or friends.
- If yes, guide them to the invitation email.
- If no, escalate a case to the IP registration team.
An agency provider calls because their employer said the MRC would get them scheduled for their BT 70 training requirement. How would you help this provider get scheduled for BT 70?
Bonus: If the employer is confused about the process, who can they reach out to for clarification?
Redirect the providers to their employer for scheduling.
“Please reach out to your supervisor and ask your employer to make that request on your behalf."
Bonus: The employer can reach out to Student Support.
A provider calls wanting to reschedule their BT 7 training requirement. What steps would you take to help the provider?
•Check for the original registration and scheduling case that was created.
•Add a comment to the original case with the updated information.
•Reopen the case and escalate it to the IP registration queue.
•Let the learner know that someone will reach out to them within 24-48 hours.