StayDC Program
Details
Details
Stay DC Contact Center Hours of Operation
What is Mon.- Fri. 7:00AM to 7:00PM?
A period of unwanted silence (usually more than 10 secs)
What is dead air?
Matching applications have been submitted by tenant and housing provider. Both applications undergo first level review by a case manager for completeness and eligibility
What is Application Review?
Director of Human Resources, but also considered the "HBIC" of the company
Who is Ashanthi Kirdena?
A viral TikTok video exposed rat infestation at this DC area Franchised restaurant
What is "Love that Chicken from Popeyes"?
Caller calls in today to apply for Rental Assistance
What is Caller is unable to apply/Refer caller to ERAP (DHS)?
A relation of trust between people; Showing a feeling of sympathetic understanding, harmony, and having a mutual understanding.
What is building rapport/rapport?
Application has been initiated by a tenant / housing provider but has not yet been completed and submitted.
What is a draft?
The "New" Client Manager who now oversees the STAYDC program
Who is Kevin O’Connor?
After stating he was "immunized" in August, this 3 time MVP is receiving a lot of backlash and criticism for lying and recently testing positive for COVID
Who is Aaron Rodgers?
Final date and time to submit Tenant application/extensions
What is October 27, 2021 by 7:00PM EST
Hearing what is said and paying attention to how it is said, so the conversation can be adjusted to elicit the needed response.
What is Active Listening?
Application reviews have been completed and the application payment amount (for rent and/or utility) is under consideration for processing with the District of Columbia.
What is Funding Decision?
Roll Over Next Agent
What is a RONA?
As of November 3rd 2021 and the 1st time in its history, US Congress officially declared November
What is National Hip Hop History Month?
The three stages an application will go through once Tenant is "In Review"
What is Application review, QA/QC review, and Funding Decision?
To say something again or a number of times, typically for emphasis or clarity
What is Reiterate ?
An application has been reviewed by the case management team and determined to be ineligible under the terms of the program requirements.
What is Rejected/Ineligible Application?
Provides reference for situations where contact center agents encounter threats of harm to self or others.
What is the Threat and Harm Script?
The action of understanding, being sensitive, and experiencing the feelings, thoughts, and experiences of another. (Putting yourself in the tenant's shoes)
What is Empathy?
Window has been opened and the applicant can provide more documentation OR dispute the eligibility and/or funding decision made.
What is Appeal Window/Request Re-Review?