Colorado
What is the capital of Colorado?
Denver
What percentage of applications have been completed since the beginning of this contract year for the entire contact center?
16%
What is the capital of Michigan?
Lansing
What two languages are the new prerecorded Rights and Responsibilities available in?
Spanish and English.
Name the steps that one should take when submitting a PTO request.
BOS should submit their request through ADP and send an email to CCS/WFM.
What is the process if a client requests a paper application in CO?
Clients have a right to receive a paper application if requested. It is always good to emphasize the benefits of a phone screening, but if a client prefers a paper application, the BOS should email their CCS with the request. Include paper application in the subject line and leave a note in PRISM that the email request was sent to the CCS.
Paper applications should be mailed as soon as possible after requested.
What percentage of applications have been completed since the beginning of this contract year for Colorado?
12%
What year did Michigan become a new campaign in the Contact Center?
2021
What is the benchmark for both Tech and Soft Skills (Call Monitoring)?
Tech- 90%
Soft- 95%
True or False?
BOS can use Bonusly points as PTO when calling out.
False, Bonusly points must be redeemed and scheduled in advance.
Daily Double!!!
Spell the URL used to apply for Food Assistance in Colorado?
What percentage of applications have been completed since the beginning of this contract year for Michigan?
24%
DAILY DOUBLE!!!!
What are the first and last names of the BOS who take Spanish calls for both MI and CO and what should be included in Spanish callback request emails? ( subject line and body. )
Juan Torres, Oneiyvi Marmol and Jake Christiansen.
How would you define "One Call Resolution"?
When BOS properly address a customer's needs the first time they call. By doing so, this reduces the need for the customer to follow up with a second call.
Name the three categories used for awarding incentive time?
- 10% Under average wrap time
- No Call Outs
- No Lunch/Break Overages
Recite the specific prompt that should be read back to the CO clients in order to confirm the client agreed to the R&R's?
BOS Prompt: Do you ______, agree to these statements on November 29, 2022?
What two new optional questions have been added to the MI Bridges application for SNAP?
"Is anyone a boarder ?"
"Do you believe pursuing child support would be harmful for you or your child?"
Daily Double!!!
Explain the role of an A/R and the role of a Power of Attorney
Power of Attorney
A Power of Attorney has the authority to act for another person in specified or all legal or financial matters. This is someone appointed to make property, financial and other legal decisions on the client's behalf.
Authorized Representative
A client may designate someone as an Authorized Representative (AR) for a SNAP or Medicaid application. An authorized representative is the person you designate to assist or handle affairs as they relate to dealing with the DHS/CAO/HRA etc . This may be someone you designate as a Power of Attorney, OR a family member, friend, caregiver, or an advocate you assign to assist with an exception, appeal or grievance. Both an AR and the applicant can be subject to penalties for abusing Food Stamps.
Authorized representatives are similar to POAs, but there is no legal authorization.
How many hours do BOS/UOS need to be staffed for in a month to receive any incentive time?
80 hours
When and where can a BOS find the application ID for a submitted application in PRISM?
The estimation box
DAILY DOUBLE!!!
When did Daniel Ramos begin his time at BDT and how many applications has he completed since his start date?
11/16/2020 and 1184 applications
What information should be confirmed on a post submission call for both MI and CO?
• Inquire if the client received their confirmation letter.
• Review the needed documents and where they should be sent. If clients are not sure what to send examples can be listed by the BOS.
• Inquire if the client had their interview, inform them of it if not.
•Reviewing timeline for processing ( 30 days) or if its expedited (7- 30 days due to volume)
Define Warm Transfer and Cold Transfer
Warm transfer puts yourself and a third party on the line together before transferring the client.
Cold transfer immediately puts the client into a call with the third party without you speaking to the third party.
Daily Double!!!!
What are the start times for a half day in the AM and PM? Do you get a break and lunch when using a half day?
Start/end times of half days:
Do I get a lunch break?
How much break can I use?