Non Medical Counseling
How often should TCs screen for NMC?
24/7
If specialty consultants are unavailable, or Participant is engaged with TC via chat and not able to receive a call for transfer, what is the TC to do?
What is follow after hours protocol (Schedule an appointment using MS Booking).
What is the time limit to disconnect from SECO, if no one answers a call?
What is 2 minutes
Who needs to be assigned as the Zoom host when creating the zoom link?
What is “Alternate Host”
True or false: Military OneSource does not provide expedited requests?
True
If a participant believes NMC may not be a good fit, what is the TC's next action?
Offer to provide a brief screening to determine best options
Currently, there is an eCMS issue that has been identified when creating new Health and Wellness Coaching cases. What type of case should the TC create for documentation purposes?
What is an Information and Referral
What are the operating hours for SECO?
What is Monday-Friday: 7am-10pm; Saturday: 10am-5pm (Eastern)
In order to do this ______, you must select a specific Specialty Consultant in MS Booking?
What is Book
_________means a family member holds a valid Uniformed Services ID card.
What is DEERS eligible
Participants must reside/be present in the same state as the counselor, due to what reason?
What is licensure requirements
During or after the process of completing a WWRC case, who should the case ID be emailed to?
Who is Susan Citro
If someone calls for a MSEP/ETL/BAM issues, how does the TC document?
What is a quick tracker
Other than emailing the participant the zoom link, where else would you post the link?
What is eCMS handoff note
For ineligible documents or documents requiring translation for an ineligible Participant, who can you refer the participant to?
If OOS provide alternative counseling resources and offer follow-up call within how many days?
What is two business day
TCs provide warm handoffs to Financial Consultants; true or false? If false, what is the TC supposed to do?
What is book an appointment.
During afterhours and when a SECO rep is not available, how many business days should the client be told, it might take for a SECO coach to reach out to them?
Triage Consultant will use their_____Zoom account to create a meeting link
What is government
Any paperwork required by the U.S. Citizenship and Immigration Services is eligible for translation.
True
What is the exception for referring to the provider network?
When a Participant was seeing a Provider in the previous network prior to 11/1/25 (with current/active referral in case) and Triage Consultant confirms that the Provider is now in Schedule Connect, then we can refer them to that Provider.
If you encounter issues with P2P “Event requests”, who do you email:
What is triagehelp@prevailhealth.com
True or false: Always create a new SECO Triage
What is True
Besides scheduling Specialty Program appointments, what other program is MS Booking used for?
What is Live Connect
Who do you reach out to for eligibility questions regarding a document's eligibility?
Reach out to MOS New Hire Support and/or Consulting Supe Group on Teams