Lifeline
What is Lifeline?
Lifeline is a federal program that offers a monthly benefit up to $9.25 towards phone or internet service for eligible subscribers (up to $34.25 for those living on Tribal/Native lands)
What letter recertification applications can complete through the IVR system (by phone)?
S (ACP) & R (LL) applications.
When mailing an application, the consumer needs to mail back what with their application?
Eligibility documents, copy of unexpired document with date of birth & copy of unexpired document with SSN.
What KB would I use to help me assist a consumer that has a duplicate address error on their application?
KB0010935 - Address Errors: Duplicate address (IEH) Worksheet
When is it acceptable to escalate for a transfer without consent?
When the consumer confirms they have either contacted the support center or attempted to resolve the transfer without consent several times and still request help.
What are the opt out states for Lifeline?
California, Oregon, Texas
True or False?
A reverification app (V-app) can be used to enroll or transfer with the SP?
True!
The information regarding V-apps can be found on KB0010096
For eligibility, what must the document include?
The consumer's full name or dependent's name
The name of the qualifying program, such as SNAP
The name of the government, Tribal entity or program administrator that issued the document
An issue date within the last 12 months or expiration date in the future
When it comes to document review, what KB would assist when it comes to a consumer that has 2 last names or 2 first names?
KB0011902 - Lifeline & ACP Document review: Name guidance
Beginning June 1st, the Lifeline Support Center will be changing it's mailing address. What is the new address?
Lifeline Support Center
P.O. Box 1000, Horseheads, NY 14845
What are the qualifying programs for Lifeline?
Medicaid, SNAP, Supplemental Security Income (SSI), Federal Public Housing Assistance (FPHA), Veterans Pension & Survivors Benefit, or income.
Tribal programs: Bureau of Indian Affairs General Assistances, Head Start, Tribal TANF, & Food Distribution Programs on Indian Reservations.
A consumer needs to recertify for her LL (D-app) & wants to do it by mail, however, they no longer have the barcoded recertification form (FCC form 5630). What guidance should you provide to have them complete their recertification?
Encourage the consumer to complete online as it's the quickest way!
If they still want to do by mail, instruct them on how to download/print form 5630, fill it out, and mail back along with the documentation to resolve their eligibility failure.
The consumer has an invalid address (AMS) error. What are some acceptable documents the consumer can submit to resolve the error?
To name a few:
Current income statement, paycheck stub, or W-2
Mortgage or lease statement, dated within 30 days of app date.
Valid government, state, or Tribal issued ID or license
Utility Bill
KB0010705: Service Types Available for Lifeline Subscribers
True or False?
Consumers in CA (opt out state) who wish to receive broadband-only services through Lifeline must qualify through National Verifier and the application may only be completed and submitted by a service provider.
True!
Agents should advise these consumers to contact the SP directly.
Agents should not be processing paper application request or directing consumers in opt-out states to apply for LL through the NV portal.
What are the 5 service types available to eligible Lifeline subscribers?
Voice, Broadband, Bundled Voice, Bundled Broadband, Bundled Voice & Broadband.
True or False?
The consumer is up for recertification for her ACP enrollment. Since April was the last fully funded month for ACP, we should instruct the consumer to not worry about recertifying.
False!
The consumer should still go through the recertification process for ACP regardless!
The consumer has TPIV (SSN). What documents can the consumer send in to resolve?
W2, Prior years state, federal or Tribal tax return, Pay stub, Federal or state government document, Social security card, Unemployment Benefits, Tribal ID with full ID listed.
What KB would help guide the consumer on how to resolve an invalid address (AMS) on NV?
KB0010934 - Lifeline Address Errors: Invalid Address (AMS)
KB0010603 - Lifeline & ACP Document Review- Invalid Address (AMS) - Agent process
If an application was incorrectly rejected more than 1 time & the documentation sent in meets the criteria to be accepted, what is the next steps on your end?
Enter the following note in the 'Activity Tab' of the application: "Application incorrectly rejected more than once, escalating for further review per KB0011491".
THEN... escalate for further review by clicking "Submit for Document Review" at the top of the application & change the assignment group to BPO admin.
True or false: Lifeline qualification will provide the consumer with a free phone.
False! Lifeline does not provide free cell phones or devices. Many service providers offer free cell phones as an incentive for signing up for services through them.
The consumer completed their LL recertification (D-App) in April & looking to transfer their benefits today. When looking in SNOW, you only show the consumers qualified recertification application (D-App). What guidance are you providing to the consumer on this call?
The consumer would need to complete a new Lifeline application since the consumer would need a non expired application to complete a transfer.
In addition - covering the qualifying programs, how to apply, document requirements & how to transfer their benefits after the application is qualified.
To resolve a TPIV Deceased Subscriber error, what all needs to be on the document sent in?
The consumer's first and last name
Date of Birth; and
Last 4 digits of their SSN4
Recent activity, such as payment and renewals (with in the last 3 months)
What KB would I find assistance with resolving a TPIV Deceased subscriber?
KB0010668 - TPIV Errors: Deceased Subscriber (Agent process)
True or False?
A consumer with a Lifeline application (Q-app) who has an eligibility error can update their PII on their application by signing into their account on the NV.
False!
The consumer would need to have the application closed and re-apply with the correct PII.