CHIP and Online Resources
The __________ is a Web application that provides access to search for and view data stored in multiple Document Management Architecture (DMA) repositories.
Evidence Portal(EP)
TC 00101.020K Handling Telephone Calls
Mod 1.2 Objective 1
For international calls you may provide the address and telephone number of the servicing FO or the ________.
U.S. Department of State's Federal Benefits Unit (FBU)
TC 00101.010B
What is BSO?
Business Services Online (BSO) is a suite of Internet services for businesses, organizations, employers and authorized individuals to conduct business with and submit confidential information to SSA.
TC 31501.010D
An Internet User uses this tool to file for the following benefits:
•Title II – retirement (RIB), aged spouse’s (AUXSPO), disability (DIB), or Medicare Only insured, including Medicare Qualified Government Employee (MQGE (for NHs only (HI/SMI)); and
•Title XVI – Supplemental Security Income disabled individual (SSIDI) benefits, if the requirements in TC 31507.010B are met.
iClaim
TC31507.010A
____________ is an online repository of documents designed for the FO and workload support units to electronically view, track and manage those documents in association with their daily workload.
WorkTrack
TC 00101.020 Handling Telephone Calls
Mod 1.2 Introduction
What TSCOG reference can you find call standards for Introduction/Greetings when answering the N8NN?
TC 00101.020 Handling Telephone Calls
Mod 1.2 Introduction
When are Social Security Internet online services available?
•Weekdays 5:00 a.m. – 1:00 a.m.
•Saturday 5:00 a.m. – 11:00 p.m.
•Sunday 8:00 a.m. – 10:00 p.m.
•Holidays: New Years Day, Independence Day, Thanksgiving Day and Christmas Day 5:00 a.m. – 11:00 p.m.
•All other holidays 5:00 a.m. – 1:00am.
TC 31501.010B
If the IU needs to add or change information after submitting the i3820, he or she can _________.
The IU cannot make changes to the i3820 once he or she transmits it to SSA using the SEND button. If the IU needs to add or change information after submitting the i3820, he or she can:
–write out the information and mail or take it to the servicing FO, or
–call the servicing FO with the new or changed information.
TC 31510.010C
When a new user wishes to register for mySSA access via the Internet, he or she will be directed to an CSP. What is CSP?
Credential Service Provider (Login.gov.)
TC 24505.010B
_________ provides background information on a topic and offers much more detail, including exceptions and special cases. And many of these chapters are accessible to the general public at the SSA website.
POMS
Mod 1.2 Objective 3
All employees who answer the N8NN calls are required to make maximum use of _________ to improve the consistency and quality of customer service.
Customer Help and Information Program (CHIP)
TC 00101.020D
What bit encryption must the IU (Internet User) internet browser support?
128-Bit Encryption
TC 24505.010C
List the specific i1020 requirements.
The claimant must:
•not receive Supplemental Security Income (SSI)
•live in one the 50 United States or the District of Columbia
•be at least 64 years and 9 months or older and potentially eligible for Medicare Part A and/or Medicare Part B benefits
OR
have received Title II disability benefits for at least 24 months, or be receiving disability benefits based on amyotrophic lateral sclerosis (ALS) (also known as “Lou Gehrig's disease”), or has End Stage Renal Disease (ESRD)
OR
be entitled to Medicare Part A and/or Part B
•not have filed and been denied for Help with Medicare Prescription Drug Plan Costs benefits within the past 60 days
TC 31515.010C
LUCKY YOU!!
FREE 300 POINTS
________, ____________, and ___________ are listed on the Alerts Screen in CHIP.
High Risk Alerts, Prisoner Update Processing System (PUPS) record present, and Overpayments.
Mod 1.2 Objective 1
For interpreter services we would contact _________ by dialing ______________.
United Language Group/Language Select @ 1-800-200-7236
TC 00101.010D
What Intranet site allows you to see samples of the same pages of online applications that the public user is viewing?
The ApPages
TC 31501.010B
The Social Security Administration (SSA) implemented processes to allow a claimant to file a reconsideration or hearing online as a result of a Title II, Title VIII, Title XVI or Title XVIII medical or non-medical denial. What is the name of this online application?
iAppeals
TC 31520.010A
What CHIP path would you follow to assist with a My Medicare Replacement card telephone call?
Action > MySocialSecurity > Services >> In "Services:" drop down box, select "My Medicare Replacement Card (MyMRC)" > Review I&I and select links.
If I need to physically mail form SS-5 to a caller what 2 applications can be used?
Uniforms & Inform
Mod 1.2 Objective 3
What are the last 2 steps you must complete before ending a call?
Issue a closing offer of assistance and issue a final statement. (I.e... Is there anything else I can help you with? Thank you for calling.)
TC 00101.020B
How can the IU (Internet User) upgrade his or her bit encryption?
The IU whose Internet browser does not support at least 128-bit encryption can upgrade by contacting his or her browser software company (e.g., Microsoft, Google).
TC 24505.010C
What features are offered to iAppt users?
• Appointment Type
• Appointment Details”
• Appointment Date & Time
• Schedule this Appointment
• Confirmation
TC 31503.010
Which RCS screen has the following features:
–Event - This is the action taken on the user’s account.
–Success - Indicates if the action was successfully completed.
–Date/Timestamp- Shows when the action occurred.
–Location- Where the action was initiated (e.g., TSC, FO, or internet).
Transaction History
TC 24510.010B