Opening
Name two ways to verify who you are speaking with on a call regarding a case?
What is DOB and social
What must you ask before hanging up a call?
What is "would you like to take a brief survery regarding todays call"
What should you look at when first pulling up a case?
what is case notes and correspondence
What status do you use if you have work to do and the client hangs up/can't stay on the line?
what is after call
Before verifying there is a case to someone calling about a case they are not on, what must we confirm?
what is, that they are an ar
What should you recapp before haning up the phone?
What is summarize the call and the steps/actions needed
where should you look if a client is stating they turned a document in but notes do not say anything about it?
What is check ecf
How long is follow up time in between calls?
what is 1 min. and 30 seconds
What must you list in the opening statement when answering a call while on call services?
What is name
Which scrips must be played prior to the voice signature during a snap application?
what is Qc, abawd-work reg, and change rep
If docs not in ecf where elses can/should you look?
what is ecf II
What should you do if a call drops?
what is call the client back
What is the correct greating for each client when answering the call?
what is "thank you for calling dcbs. My name is ____; may I have your first and last name please"
What must you ask before placing call on mute/transfering?
what is ask permission
What type of questions should you be asking the client to figure out issues they are calling about?
what is ask fact-finding questions and determine root-cause of the issue.
who do you email if you spend more then 10 minutes in after call?
what is call services paps/cc your supervisor