TSSO handoff
Post Scheduled Appointments Chat
What is the username to sign into NS?
username is lastname-firstname only. DOUBLE JEOPARDY... what is the step you need to take before signing into NS?
What day and time/timezone is the deadline for submitting time in QuickBooks/Workforce?
8pm CT Saturday nights or when finished working for the week
What kinds of appointments will you find in the Claim appointments chat?
Appointments that TSSO cannot cover if it's a TSSO designated case. If a Field designated case it means the FI who made the appointment cannot keep the appointment.
Name 3 items you can see on your NS dashboard
pending cases, key outcomes, completes, total cases
True or False NORC's timekeeping policy is that FIs clock in when starting work and switch between Admin, contacting and interviewing.
True... bonus 100 points for naming two activities that would constitute admin time.
Name the two places you can see if a case is designated as TSSO or Field
Left hand pane and in the case info tab
Name 3 ways you can filter and sort cases.
Date of last contact, zip code, state, last name, first name, telephone number, contact count, etc.
True or False: a case remains in my assignment for a month.
False (in general) cases will be released in two week "sprints". Cases may also be moved to other FIs to work at any time during a sprint. Bonus 100 points... at least how many contacts should be made in the two week sprints?
What information can be found in the "post appointment text" you send to respondents?
The phone number that TSSO will be calling from & to please save the #, a recap of the appointment (date, time), a NORC colleague will be calling, they will receive a confirmation text the day before, to contact you with questions, needing to reschedule or cancel. DOUBLE JEOPARDY - how do you notify someone if the R needs to reschedule?
Name 3 of the 4 indicators to be used in a ROC when keeping a TSSO case.
OTS, WTH, RPFI and Other
Name two resources (sent as email) that you can reference before contacting a FM if you have questions.
State 3 reasons that are exceptions to handing off an appointment to TSSO for a TSSO designated case.
Completing OTS, completing within the hour, break-offs, very upset R.
State 2 reasons why it's a requirement to use NotePad in conjunction with the questionnaire this round.
It's faster to copy/paste reducing the burden on the respondent, it reduces the risk of a breach (no PII on papers) and it reduces the risk of errors in payment/final ROCs.
Indicate 4 items you should always include in the information posted in the "Post Scheduled appointments" chat after making an appointment that will be handed off to TSSO.
Date, Time (in CT and R's time zone), SUID, any pertinent notes including if the confirmation text was sent, Type (future or same day)