Technology & Devices
This is the first step you should always attempt before transferring or placing a service request.
What is troubleshooting?
This type of time off requires at least 24 hours’ notice and supervisor approval to avoid impacting your attendance record.
What is Scheduled Time Off?
This is the overall performance expectation for Care Center, Care Center Rep, and Senior Care Center Rep in QA.
What is Meet or Exceed Expectations?
This is the standard day-to-day system used when all tools and technology are operating normally.
What is Prem (Premise)?
This technique requires repeating back to the member the reason for their button press to confirm if help is needed.
What is Reiteration?
This team you transfer the member to when you are unable to fully assist with device issues during business hours.
What is Device Support?
Failing to report to work and not notifying Workforce or a Supervisor is defined as this.
What is a No Call / No Show?
This metric measures how many calls you handle each hour, with a target range of 7–11 depending on shift.
What is CPH (Calls Per Hour)?
This secure, cloud-based backup system is only used when the main system is unavailable due to an outage.
What is BC (Business Continuity)?
When a client does not answer over the two-way unit and you receive a busy signal, this is the number of attempts you must make before moving to the call list.
What is Three Attempts?
This action should be completed if Device Support is closed and you have already checked the pay source.
What is placing a service request?
This number of unscheduled hours in a 12-month rolling period typically triggers Step One of the Attendance Improvement Plan.
What is 40 hours?
This percentage goal ensures teammates are following their schedule and returning from breaks and lunches on time.
What is 93% Adherence?
This feature is not available in BC and requires teammates to reference Standard Scripts in SharePoint instead.
What is Scripting?
In a non-emergency situation like food or temperature assistance, you should attempt these contacts before EMS.
What are Personal Responders?
Two things you should never promise a member regarding equipment replacement.
What are guaranteeing a new unit and giving time-frame estimates?
After receiving a First Warning, an employee must go this many days without another occurrence to avoid escalation.
What is 60 days?
This goal requires teammates to complete surveys that reflect engaging, educating, and empowering members, with a target of 65%.
What are E3 Surveys Completed?
In BC, this dialing method is unavailable, requiring phone numbers to be manually copy and pasted.
What is Autodial?
After dispatching EMS for an emergency, this group must be notified immediately afterward.
What are Responders?
This type of account you cannot place a service request on.
What is an NPU account?
This step of the disciplinary process generally begins when an employee reaches 48 hours of unscheduled time away or 7 tardies within the rolling period.
What is – Second Warning?
This metric tracks the amount of time spent finishing documentation after a call, with a goal of 50 seconds or less.
What is ACW (After Call Work Time)?
Before accessing Business Continuity links, teammates must receive approval from this role to avoid impacting reporting and workflows.
What is a Manager or Leader?
A responder must be able to assist within this time frame, or you must obtain member permission for a delay.
What is 15 Minutes?