OKDHSLIVE
On the website we should ask what before starting a new application, Mid-certification Renewal, or Re-certifications
While you were on hold, you should have heard the Rights and Responsibilities. Did you hear them, and do you understand the information provided?
The screen we use to see what all cases a client has been on
PY screen
Before updating a address on a open case we need to ask what?
Do you use SoonerRide
Clinet needs a replacment EBT card. SNAP only benefits.
Refer caller to call Conduent at 1-888-328-6551
when asking questions in chat what are the 3 things we need to make sure to add.
case number, the name of the individual on the line, and the benefits you are inquiring about.
On Unearned Income we give how many examples?
We must give at least three (3) examples of unearned income.
What screen can we see deposits such as SNAP,SSP, TANF.
BN screen
Where do we look for notes left by case workers
FACS
What do we tell the clinet after submitting a ChildCare Provider change
Advise the client we sent the information to a worker to review and if they have any follow-up questions they will call them from the 405-522-5050 number. Also advise the client if the requested childcare provider change has not been completed after two business days, to call us back.
On the phone what codes can we use without permission and not already scheduled on the phone.
ACW- After call work
On resources we need to ask at least what exmples on the list?
Car (even if still making payments on it)
Savings or Checking (read the examples)
Life insurance/Burial policies with cash value
What screen do we go to see what all benefits a client gets gets a specific case?
Sceens CM or CMM
If a notice has DOC next to it on IMS how do we look at that notice.
Query
What does reason code 45 mean
Verification can be turned in 60 Days from Application date
we can clock in and take break/lunch how many minuets early
5 minuets
At the end of the application who do we select doing the application.
Select the client’s name as the person completing the application
What screen can we get the clinet id?
CMC screen
How would we find childcare provider infromation if the clinet is unsure of the infroamtion such as address, phone number or contract number
what do we do if we can not hear the clinet on the line anymore but the call has not been disconnected
Ghost Script:
"I'm sorry, I am unable to hear you. If you can hear me, please call us back at 405-522-5050 and we will be happy to assist you." (x3 )
"I am now releasing the call. Thank you for calling OKDHS LIVE. Have a nice day."
Client is calling to see where a local office is at can we just look up the office and tell the client
no we wanna pull up a case on every single call
If clinent needs to turn in infromation what is all the ways of turning in the documents?
OKDHSLIVE.ORG, FAX, LOCAL OFFICE AND MAILING.
What lines do we check to see county codes?
Lines A4 and A7
What cases can we only update the email address on
LTC cases
Client is calling wanting infromation about the Employment and Training Program
SNAP/ CCare/ Medical--OK SNAP Works Employment and Training
what does SNAP EBT stand for?
Supplemental Nutrition Assistance Program Electronic Benefits Transfer