Call Back Request
If the call gets disconnected while waiting for the FA, within how many hours should we schedule a callback?
A callback attempt should be scheduled within 2 hours.
When the PQ agent enters the care seeker’s email address and receives the error message, “Email address is already in the database,”. how can the PQ agent find the existing record?
The PQ agent should use the Global Hubspot Search Bar to locate the existing record using the email address.
After how many minutes of inactivity should the PQA refresh Twilio Flex, and how should it be done?
The PQA should refresh the Twilio dialer after 15 minutes of inactivity by fully reloading the page using the browser refresh or Reload option.
What call outcome should be selected when a provider calls about general community account or Caring Portal concerns and is directed to Partner Success without requiring a Family Advisor callback?
DQ- Provider Contact .Before dispositioning, change the contact type to Provider, document a note, and then select the call outcome as DQ – Provider Contact.
If a care seeker requests to speak to a manager or supervisor , what expected callback timeframe should we provide?
Within 24 business hours
A care seeker calls back after being disconnected from a Family Advisor. The CSL record still shows no deal status (New Lead / Qualified), and the care seeker would prefer to speak with the same FA. After checking, the original FA is unavailable for a direct transfer. What should the agent offer instead?
The agent should offer to transfer the care seeker to another available FA for immediate assistance or If the care seeker insists on a callback from the FA, the agent should tag the FA on the notes.
If a care seeker does not provide an email address, what should be entered in the email address field, and what is the next step?
Leave the email address field blank, continue with the prequalification process, and proceed with transferring the care seeker to a Family Advisor (FA).
What should a PQ agent do if Twilio Flex shows “Pending Activity Available” or “No Active Tasks” when they should be receiving calls?
The PQ agent should fully close the dialer/browser tab, relaunch Twilio Flex, and return to Available status.
What call outcome should agents select when an inbound caller is a provider and requires a Family Advisor callback?
Agents should use “Connected” if a Family Advisor callback is needed.
What should a PQA agent do first when a care seeker requests a Spanish-speaking provider before marking the call as DQ–Language Barrier?
The PQA agent should first update the Communication Preference to Spanish in Contact Preview (right panel) before dispositioning the call.
Previously Referred for Services. A care seeker requests to speak with the same FA, but they are unavailable for direct transfer and the care seeker opts for a callback. What should the agent do next and what is the correct call outcome?
The agent should leave a detailed note with all relevant information and tag the original FA for follow-up. Call Outcome: Connected.
A care seeker’s email shows as already existing, and a global search finds a Disqualified CSL record due to Unanswered Dials. What should the agent do next?
Change the pipeline from Disqualified to New. Continue working off the same CSL instead of creating a new one.
If a care seeker refuses to provide the care recipient’s first and last name, should the agent enter “Unknown” in the Care Recipient fields? What should be done instead?
No. The agent should leave the care recipient’s first and last name fields blank. Any available details (e.g., age, relationship) should be documented in the Scratch Pad, noting that the care seeker did not provide the name.
Inbound caller and the CSL record is under his name. He stated that his mother is the one looking for senior living options and requested that we contact his mother directly. He is willing to provide his mother’s name and phone number.Should the agent update the record and call the mother directly?
No. Due to TCPA requirements, the PQ agent should not update the record or contact the mother without her consent. The care seeker should be advised to have the mother call Caring directly and be provided the Caring phone number.
A client calls and says she was referred by Oasis and is looking for senior living options. What should the agent do?
Follow the standard prequalification process, and when transferring the call, inform the Family Advisor that the client was referred by Oasis.
An Oasis Advisor calls for senior living options (with or without the care seeker on the line), but the call disconnects during transfer to the Family Advisor. What should the PQ agent do next?
The PQ agent will disposition the call as Scheduled Callback and the agent should immediately call back the Oasis Advisor (no TCPA consent required). If reached, transfer to an FA again; if no answer, leave a voicemail and disposition the call as Left Voicemail.
When a contact auto-populates with multiple New Lead CSL records, which CSL should the agent work on, and what should be done with the others?
The PQA should work on the most recently created CSL inquiry. All other CSL records should be documented and closed as duplicates.
If a care seeker is looking for options for both herself and her husband, whose information should be entered in the Care Recipient fields, and where should the other person’s details be documented?
If the caller is one of the care recipients, her information should be entered in the Care Recipient fields. The other care recipient’s, her husband's details should be documented in the Scratch Pad.
A care seeker reports that the care recipient is deceased and requests to stop calling them or DNC. What should the agent do?
On the right panel under Contact, click the Preview (eye icon), scroll to Do Not Contact, select Yes for both Phone and Email, and set the Call Outcome to DQ – Deceased.
A partnered provider calls to update contact details, community/provider information, or listing/partnership changes. What contact information should the PQA provide?
The PQA should direct the provider to Partner Success and provide the following contact details: Phone: 844-450-0882 and Email: PartnerSuccess@Caring.com.
You called the care seeker back within 2 hours or at their preferred time, but they did not answer and the call went to voicemail. What should the agent do next?
The agent should leave a voicemail, document the attempt in the CSL, and Call Oucome as DQ-Doesn't Want Caring Services.
A care seeker calls in with no email on the auto-populated record. When the agent enters the email, it shows as already existing, and a global search confirms an open CSL record. What should the agent do next?
The agent should disqualify the auto-populated record as a duplicate, note the existing CSL record link for reference, and continue working from the existing open CSL record.
A care seeker calls back requesting options for her mother, but an existing care recipient (father) is already in the CSL. The care seeker then confirms she had previously contacted Caring and is actually seeking options for her father. The pipeline status is still “Working.” Should the PQA simply add the new care recipient to the existing CSL?
No. The PQA must create a new CSL under the same contact and add the new care recipient there.
A care seeker requests to be placed on the DNC list and provides a different phone number tied to an existing CSL, while the inbound call number creates a new auto-populated CSL. Should both numbers be added to DNC, and what should the PQA do?
Yes. The PQA must place both phone numbers on the DNC list. The agent should manually set DNC on the number in the existing CSL and leave a note, and also disposition the auto-populated CSL record as DNC with complete documentation.
If a provider from SilverAssist or its affiliates requests removal of community details, reports unauthorized use of information, or asks to update their community record, what should the PQA do?
The PQA should collect the provider’s full name, community name, best contact number and email address, and a brief description of the request. The provider should be informed that the request will be reviewed within 1–2 business days, and the PQA should complete the Tracker form.