eCMS
This is the very first action to take prior to writing your session note
Assign the case to yourself!
If you are electronically sending resources to a participant, you should confirm this method of contact
Email address
This is a recap of the conversation between the Tax Consultant and the participant
Session note
For seasonal Tax Consultants, there are this number of call audits each month
4 call audits
Emails to participants should only be sent from this email account
Military OneSource email account, NEVER WPO email
The Point of Contact phone number for each case is this number
800-342-9647
This is an internal number, used among MOS staff only, to identify participants
PID - Participant Identification Number
If the conversation results in a session, the Tax Consultant may only enter up to this number of sessions per day of service in eCMS case
2 sessions, per case, per day of service
The phone should be answered with the appropriate greeting also known as this
Branding statement
If you will be late, send a message to the Tax Leads using this website
Humanity
This is the Counseling Preference for each eCMS case
Telephonic
Let the participant know that they have the option for Tax Consultants to follow up with him or her within this number of days
7
List three components of a tax session
Date, time, topics discussed/questions, information given to the participant, the next steps with the participant’s case
A Tax Consultant should express the ability to understand and share the feelings of another when appropriate, also know as this
Empathy
When a call is completed, you are automatically placed in AFTERCALL for this amount of time. However, you are given seven (7) minutes after each call to complete all notes.
90 seconds
These are attempts to reach participants to complete an initial consultation/session when a participant calls the Tax staff and they are not available. Check your eCMS Dashboards for these throughout the day.
Intake Callbacks (ICBs)
Tax Consultants do NOT act in this role. Their role is to provide information, resources, and guidance for tax questions
Tax Preparer
In eCMS, select as many of these as needed to match each question/topic discussed during the call
Tax Counseling Selections
This percentage is a passing grade for an audit
95%
If you will be absent, send an email to MOSCallOff@workplaceoptions.com or you may also do this
Leave a message by dialing (800) 699-8011 x71819 (callout box)
From Search Screen, you can locate a participant by name, phone number, email address, PID #, case ID #, or this
Date of birth (DOB)
Ideally, Tax Consultants should use this set of clear code words for communicating the letters of the Roman alphabet when confirming the spelling of names and email addresses
NATO Phonetic Alphabet
Tax consultants should send this communication to remind participants of the discussion and allow participants to make informed decisions.
Summary email
When Tax Consultants make outgoing calls to participants, this is a required disclaimer to state at the beginning of the call
Calls are recorded
At your designated lunchtime, use this aux code on the AVAYA-One X
AUX 6