Acronyms
This web-based program will take you through your phone calls step by step, provide paths and links for you to research the call, and give instructions on the action to take
CHIP (Customer Help and Information Program)
Use this query to review the record of someone receiving social security benefits
MBR (Master Beneficiary Record)
This skill shows that you are interested in the caller's situation.
Caring
Use this skill to try to find a solution that he/she can live with.
Considerate
______ ______ ______ spend the majority of their time communicating, responding to speaking inquiries and interviewing the public via the telephone.
Customer Service Representatives
CHIP is linked to ____.
TSCOG (Teleservice Center Operating Guide)
Use this query to review the record of someone receiving supplemental security income.
SSID (Supplemental Security Income Record Display)
This skill maintains your technical expertise by keeping up with changes.
Confident
Use this skill to show enthusiasm and interest in your conversation.
Contagious
They handle the same workloads and follow the same instructions as CSRs when responding to N8NN calls.
SPIKES
This contains policy and procedures you may need to complete development and input actions
POMS (Program Operations Manual System)
Use this to send a message to the Field office if you want the office to take action that you cannot perform.
MDW (Modernized Development Worksheet)
This skill makes sure all of the caller's questions have been answered.
Committed
Be aware of ______ ___ ______ differences that could hinder communication.
language and cultural differences
Individuals with limited English proficiency(LEP) often call SSA for this service.
Telephone Interpreter Service
This provides procedures for completing the screens in the modernized system.
MSOM (Modernized System Operations Manual)
Intranet website links to query readers, systems, and program or personnel information; national training and public information releases.
National CSR Resource Kit
What skill does callers use to provide important information to us?
Communication
Be alert to the ____ _____ of many SSA callers.
Special needs
The agency is automatically forwarding some FO general inquiry calls to the _____________.
N8NN (National 800 Number Network)
This allows the public to request records from various Federal agencies.
FOIA (Freedom of Information Act and Privacy Act)
Use this query to review appeals that are processed
ARPS (Appeals Review Processing System)
What skill is used to respond to the caller's anger in a professional manner?
Controlled
Show the ________ ____ towards the caller.
Proper attitude
Calls are monitored by the staff in the Office of Quality Review to provide agency-level quality data and by designated personnel under a manager such as _________.
Lead Customer Service Representative