Expectations of a CSS
Would you tell the rest of the team if you are taking your lunch break?
Yes, when we take our lunch break we do inform the rest of the team.
What is the first thing you do once logging into your shift?
First, you would let the Team know that you are here by saying hello, good morning in the Teams CSS Channel
Fulton, Herkimer, Montgomery, Oneida and Otsego.
Where do I find what "stage" I am assigned to?
When does the person assigned to "Hub Sweep" check the hubs?
Can I privately message another CSS team member in Teams?
NO. We do not utilize private conversations.
What do I do if I was off the day we had a CSS Meeting?
Review meeting notes and initial
Where do I find the rotation for CSS referrals?
Assignment sheet.
The time and date need to be on every note.
When hub sweeping, what would I do if I see a "PENDING" and "OPEN" file in the CSS queue?
Check to see the note to determine if there is a need. If you come across a referral with no need documented, please close the referral and in the note section document that they have no CSS needs.
Where can I find the "Common Workflow/Resources" document
Located in the CSS Channel up in the top tabs
Do I have to log into DayForce when I start my shift?
Yes, you would log into DayForce and then click on the chain "Add Shift to Schedule"
When do I complete the CSS Workflow?
Only after completing and closing out a CSS Referral
What 3 resources can I use to help me answer a question I may have regarding PUI's?
PUI County Preferences
PUI Cheat Sheet
PUI Workflow
Where can I find new resources that we can utilize? (points will be granted for 2 of 4 correct answers are given)
1) Resource Directories
2) Google Maps
3) Resource Tidbits
4) Resources to be approved document
If you are calling out for a shift, what do you do? (as of 12/22/21)
1) Email CSS Leads
2) Fill out the "CSS Staff Call Out Form" located in the CSS Channel
If I have a CSS referral assigned to me but am working on PUI's, what do I do?
CSS calls are first priority always!
Where do we put documentation for CSS referrals in CommCare?
Notes should be in the CSS Hub area (near the bottom of the Contact Monitoring/Case Investigation form) and copy/pasted to the top of the form in the "Add a new note" section.
If all calls for round 1 are done in the county I am in, what do I do?
Ask in the CSS Channel what county needs assistance with round 1 calls and jump over there.
If the hologram for referrals is not coming through, how would the hub sweep person proceed?
Let the CSS Leads know and as a work around, we would just continue to sweep through the hubs.
What is the escalation process?
1) Try to find answer on your own using our resources
2) Ask the QA team in our CSS Channel
3) Reach out to CSS Leads
Where do I find where I am assigned for PUI's and other responsibilities for the day?
Check the Assignment sheet
What two reasons do we use Google Voice for?
1) Reaching out to local agencies
2) Texting contact, case or PUI's different links/phone numbers/information for resources
How long do I need to wait between rounds of calls?
At least 1.5 hours apart from previous round.
If a hologram did not come through but there is a "PENDING" referral in the hub, what are the next steps?
Look and see if the CT (last note) is here if they are please tag them in the county channel of the referral and ask them to complete the “Referral”. If you have no reply from CT within 10 minutes, complete the referral process and fill out the "CT ERROR" form.