RI
Between what dates does a person have to die to be considered for COVID 19 Funeral Assistance
January 20, 2020 and May 11, 2023
IDV_Pass verifications include
First and last name, last 4 of social, CPN, CMA or DOB (can be deceased).
Its a duplicate of benefits if what was applied to the funeral
Burial insurance
Pre-Paid funeral
Paid by the estate
Charitable organizations
Federal Agencies paid
Public appeals/ Donations
I am required to be here
100% of the time
Everyday
Pre-Shift meetings for me
Are mandatory when called
When referring the the damage dwelling address, this is usually where
The death took place
Documentation I should have on file to have been considered for COVID 19 Funeral Assistance
Death Certificate
Insurance approval/denial or letter of lack of
Proof of funeral expenses
Estimates/Contracts
Calls have been placed to every phone number on file for the applicant and I have no answer to get a copy of the Funeral contract. I now have to
Place a call to the funeral home.
If I am out sick for more than 16 hours I have to
I need to send cases how often when working on DV
Every two hours or when I have completed 2 or 3 cases
Every phone call should include this at the beginning and the end.
Name and PIN
I got a letter stating the death certificate does not qualify because COVID is not listed, what do I do
After May 16, 2020-Need death certificate amended
Before May 16, 2020- Medical Report
NYC Death certificates
May not list COVID as the cause of death and must be accompanied by a confidential medical report.
3 tardies are equivalent to
1 whole absence
Overtime for this campaign
Is not allowed.
This answers calls and determines their needs before speaking to an agent
IVR/IVA
Risk stamp HRP_IDD, BFS_AVS_Risk, BFS_AVS_FAIL or MDD_TMR are on my file. when I call in, you see that my case is locked. What do you as an agent to
You will advise the caller that you cannot access the case at this time and to call back in 3-5 days to check the status. Leave a contact that the applicant called in.
(Remember never tell applicant case is under fraud review or locked)
Cases must go on a hold when
Unable to finish a review that you will finish later.
Program review when file is ready to move out of que
IHP review or other hold locations when noted in DSOP.
After my 2nd offense and missing 3 days of work that are unexcused or 9 tardies within a 60 day period
Suspension of work and pay
My supervisor is
The best :)
Words that can cause me to fail a QA
Baby, sweetie, honey and dear
You receive a call from a person who is not the Applicant or the Co-Applicant and they would like to update the CMA on file. The agent does what.
Advise the caller that the applicant or co-applicant must call in and make those changes or provide permission to the third party
Documents are in the wrong file
Call the Funeral Helpline to request docs be removed.
I need to notify my supervisor within this time frame if I am going to miss work for any reason
2 Hours
Communication
Is Key to success