Post on 13-Jan-2016
description
I’m Working For You!
The AnswerAnswer Phone & Working Connections Information Phone
StaffTraining
April 2004
These slides contain a lot of valuable information on the Notes Pages To print the notes pages, go to the “File” To print the notes pages, go to the “File”
menu and select “Print”. A dialogue box menu and select “Print”. A dialogue box will appear. will appear.
Where it says, “print what” – choose Where it says, “print what” – choose ““Notes PagesNotes Pages” from the drop down box, ” from the drop down box, then select “OK”.then select “OK”.
A Note About Printing This Presentation
Background How The Answer Phone Works
Client Security Client Security Client Voice MailClient Voice Mail Case InformationCase Information
Food, Financial, Medical Document Status
WCIP: Child Care Client Info & Provider Line Worker Administration
ResettingResetting PINs PINs Sending client voice mail messagesSending client voice mail messages
Reporting Outages Questions and Answers
TOPICS
To go directly to atopic, place your
cursor on it and click!
Background
The Answer Phone and WCIP are IVR The Answer Phone and WCIP are IVR (Interactive Voice Response) systems (Interactive Voice Response) systems designed to:designed to:
Provide CSD clients and WCCC Providers with Provide CSD clients and WCCC Providers with access to information 24 x 7access to information 24 x 7
Reduce the need for clients to call their Call Center Reduce the need for clients to call their Call Center and/or visit their CSOand/or visit their CSO
Provide a convenient way for staff to leave Provide a convenient way for staff to leave messages messages for clientsfor clients
Background, continued
The ANSWER PHONE provides: Client access to food, financial and medical benefit Client access to food, financial and medical benefit
information (virtually real-time)information (virtually real-time) Client messaging and requests for duplicate MAIDsClient messaging and requests for duplicate MAIDs Appointment InformationAppointment Information Client access to Client access to document status - clients can find out if
their document was received and if it was acted uponThe Working Connections Information Phone
(WCIP) provides: Child Care information for clients Child Care information for clients Child Care information for providers (different phone #)Child Care information for providers (different phone #)
Background, continued
The Technology Behind The ANSWER PHONE & WCIP
Interactive Voice Response (IVR) Examples: Examples:
Bank Account InformationCatalog SalesDSHS Child Support’s “KIDS” system
Data Source = ACES, BarCode, WCAP & SSPS
Access via Telephone24 hours a day, 7 days a week Toll-Free Number (1-877-980-9220) for clientsToll-Free Number (1-866-218-3244) for WCCC Providers
Why Should You Use It? Saves you time – helps you
manage your workload Handles requests for duplicate Handles requests for duplicate
medical ID’smedical ID’s Eliminates telephone tag!Eliminates telephone tag!
Gives clients access to their benefit information when they want it
Reduces number of phone calls and messages you receive.
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
Client Calls Per Month
Background, continued
Client Usage
How It Works
9
Spanish
1
English
Initial GreetingCaller selects
English or Spanish
1
English
Client PIN
Enter PIN
NoNo
YesYes
Enter new4-digit PIN
Enter last 4 digitsOf SSN
1st Time login or PIN reset?
Please enter your Client ID followed by the # key
Use of Last 4 of SSN
Remember: To ensure the protection of their information, clients must have a SSN associated with their Client ID number in order to use the system the first time.
After that, they use a self-selected PIN to access the system.
Clients without an SSN associated with their CLID#s are unable to access the system.
Account StatusClient Voice Mail
Client Plays, Saves, Deletes
Messages
YesYes
To Main MenuTo Main Menu
Voice Message?
Before clients can proceed, the system
automatically checks to see if there are voice mail messages from
workers before proceeding to the main
menu.NoNo
To Main MenuTo Main Menu
“There are no voicemessages at this time”
For information on food benefits, Press 1For information on cash benefits, Press 2For information on medical benefits, Press 3To review voice messages, Press 4For information about Document Status Press 5For information about child care benefits Press 6To repeat these options, Press 7
No records arecurrently
available for…
NoNo
Active AU’s?
1 2 3
Main Menu
Multiple AU’s?
YesYes
We are showing you have multiple Assistance Unit numbers on file.If you know the benefit (assistance unit)number, press 1If you don’t know the benefit (assistance unit)number, press 2To return to the Main Menu, press 9
YesYes
ASSISTANCE UNIT MENU
NextPage
“Options” MenuFor status and payment information on your case, Press 1For appointment information, Press 2For the telephone number of your worker, Press 3To request a duplicate medical ID, Press 4To repeat these options, Press 7 To return to the main menu, Press 9
Disclaimer Message
1 2 3 4
Account StatusDisclaimer
1
Status = ActiveStatus = Active
Your (food) (cash) (medical) case is active. To hear the names of the people in your household that are receiving benefits, Press 1To get payment information (for food or cash benefits), Press 2*To hear when the current coverage period ends (for medical) Press 2*To return to the previous menu, Press 8To return to the main menu, Press 9
1
The following people are included…
The following people are pending…
2*
The current coverage period ends on (date)
(Coverage)(Coverage)
Payment of $$On (date)
2*
(Payment)(Payment)
Account Status Payment Info-Active Status
1
Status = PendingStatus = Pending
Your (food) (cash) (medical) case is pending. To hear the names of the people in your household that are receiving benefits, Press 1To get payment information (if food or cash selected), Press 2To hear when the current coverage period ends (if medical selected) Press 2To return to the previous menu, Press 8To return to the main menu, Press 9
1
The following people are included…
The following people are pending…
(Payment)(Payment)
Payment of $$On (date)
2
2
The current coverage period ends on (date)
(Coverage)(Coverage)
Account Status Payment Info-
Pending Status
1
Your (food benefits) (cash benefits)
Status = DeniedStatus = Denied
Were denied on ___(date)__
For the following reason:
For additional information, Press 1(if multiple) For information on… Press 2To return to the Main Menu, Press 9
Your medical benefits are pending spenddown
Spenddown period is from (date) to (date)
Your remaining spenddown amount is ($$)
Status=Pending SpenddownStatus=Pending Spenddown
Account StatusPayment Info –
Denied & Spenddown
1
Status = ? Status = ? (record problems)(record problems)
Please contact your worker directly for information regarding your benefits.
Status = TerminatedStatus = Terminated
Your (food) (cash) (medical) benefitsWas closed on (date)
For the following reason: (reason code description)
For further information, contact
your worker To hear the names of the people in your household receiving benefits, Press 1To get payment information (if food or cash selected), Press 2To hear when the current coverage period ends (if medical selected) Press 2To return to the previous menu, Press 8To return to the main menu, Press 9
Account Status Payment Info-
Terminated & Unknown Status
“Options” MenuFor status and payment information on your case, Press 1For appointment information, Press 2For the telephone number of your worker, Press 3To request a duplicate medical ID, Press 4To repeat these options, Press 7 To return to the main menu, Press 9
1 2 3 4
Account Status Appointment Info
Account Status Appointment Info,
2
For additional information … Press 1(if multiple) For information on… Press 2To return to the main menu, Press 9
Case =Active, Pending or Suspended?Your account status is no
longer active. Please contact your worker directly
for information regarding your benefits.
NoNo
We have no appointment information at this time. If you believe this is in error, please contact your worker.
NoNo
Your (last) (next) appointment for
(food) (cash) (medical) benefits
(was) (is) on (date)
YesYes
Appointment DataExists??
YesYes
“Options” MenuFor status and payment information on your case, Press 1For appointment information, Press 2For the telephone number of your worker, Press 3To request a duplicate medical ID, Press 4To repeat these options, Press 7 To return to the main menu, Press 9
1 2 3 4
Account StatusWorker Phone Number
3
For the telephone number of your worker, Press 1To transfer to your worker, Press 2To return to the previous menu, Press 8
To be transferred to your worker, Press 1To return to the previous menu, Press 8
Account StatusWorker Phone numbers
The phone number of your worker is (phone number)
1
Please hold while we transfer your call.
2
“Options” MenuFor status and payment information on your case, Press 1For appointment information, Press 2For the telephone number of your worker, Press 3To request a duplicate medical ID, Press 4To repeat these options, Press 7 To return to the main menu, Press 9
1 2 3 4
Account StatusDuplicate MAIDs
4
MedicalBenefits on file?
To request a medical card for (month, year), Press 1To request a medical card for (month, year), Press 2To repeat this menu, Press 7To return to the previous menu, Press 8To return to the main menu, Press 9
YesYes
There is currently no medical card information available for your case. Please check your records and try
your call again later, or contact your worker directly.
NoNo
ToOptions
Menu
To pickup your medical ID at your local DSHS office after 1 pm one business day from now, Press 1
To receive your medical ID by mail within 5-7 business days, Press 2To return to the previous menu, Press 8To return to the main menu, Press 9
1 2
Account StatusDuplicate MAIDs
Answer Phone “Main” MenuFor information on food benefits, Press 1For information on cash benefits, Press 2For information on medical benefits, Press 3To review voice messages, Press 4For document status information Press 5For child care benefits Press 6To repeat these options, Press 7
Child CareFood, Cash & Medical
Voice Messages
61 2 3 4 5
Client Voice Mail
DocumentInformation
Client Voice Mail
Client Plays, Saves, Deletes
Messages
YesYes
To Main MenuTo Main Menu
Voice Message?
NoNo
To Main MenuTo Main Menu
“There are no voicemessages at this time”
4
Answer Phone “Main” MenuFor information on food benefits, Press 1For information on cash benefits, Press 2For information on medical benefits, Press 3To review voice messages, Press 4For document status information Press 5For child care benefits Press 6To repeat these options, Press 7
Child CareFood, Cash & Medical
Voice Messages
61 2 3 4 5
Document Status
DocumentInformation
No documents have been received from you in the last 30 days. To check to your account status or to check
for voice mail messages from your worker, press 1
NoNoIn the last 30 days, we have received ___
documents from you.
YesYes DocumentsExist?
Document Status
5
NextPage Back to
Main Menu
GreetingThis system will provide you with
information we received for your case…
The document (s) has/have been
processedYesYes
DocumentsProcessed?
Document Status
This document has not been processed
NoNo
To hear your document status info again, press 1To hear detailed information about the documents, press 2
21
We received a <document name> from you on <date of receipt>
2
This document has not been processedNoNo
Document Status
The document (s) has/have been
processed On date>.YesYes
DocumentsProcessed?
Routes back to Main Menu or
Repeats information
Child Care
Answer Phone “Main” MenuFor information on food benefits, Press 1For information on cash benefits, Press 2For information on medical benefits, Press 3To review voice messages, Press 4For document status information Press 5For child care benefits Press 6To repeat these options, Press 7
6
Child Care
1 2 3 4
Food, Cash & Medical
Voice Messages
5
DocumentInformation
Child Care
For the approval status of the case (and co-pay), Press 1--------------- the following options are played if… -------------To find out what services are authorized, the dates
Of the service and family co-pay amounts Press 2For the co-pay amount only, Press 3
Child Care Service Announcements (if any)
Please listen and make note of the dates associated with each co-payment amount or child care service given…
6
1 2 3
Child CareCase Status
1
This case is [approved] [denied] [pending] [closed]
as of MMDDYY
CaseApproved?
To repeat this information, press 1To hear authorized WCCC services,
press 2To return to the main menu, press 9
To end this call, press *
NoNo The monthly co-pay is $$$$
YesYes
1 2
Child CareCase Status
1
This case is [approved] [denied] [pending] [closed]
as of MMDDYY
CaseApproved?
To repeat this information, press 1To hear authorized WCCC services,
press 2To return to the main menu, press 9
To end this call, press *
NoNo The monthly co-pay is $$$$
YesYes
11
22 (next slide)(next slide)
Child CareCase Status
For [provider], the co-payment is $$$ per month from [start date] thru [end date].[child 1] is authorized for seasonal day camp, full day at $5/day for 22 days/month
beginning [start date] thru [end date]. [Child 2, 3…7] is authorized …
22
To hear the status of the case, press __ To repeat this information, press 7To return to the Main Menu, press 9To end this call, press *
Child CareProvider Information
Child Care Providers can access child care case information by calling the Working Connections Information
Phone (WCIP) Provider Line The WCIP Provider Line is 1-866-218-3244The WCIP Provider Line is 1-866-218-3244
Child CareProvider Information
Child Care Providers can find out: The status (approved/denied/pending) of a The status (approved/denied/pending) of a
Working Connections Child Care case and Working Connections Child Care case and the effective date; the effective date;
What child care services, including the co-What child care services, including the co-payment, are authorized for payment and payment, are authorized for payment and the dates covered; and the dates covered; and
Special messages about the Working Special messages about the Working Connections Child Care (WCCC) Program. Connections Child Care (WCCC) Program.
Child CareProvider Information
To use the WCIP, providers must know:
Their SSPS Child Care Provider NumberTheir SSPS Child Care Provider Number (A six- (A six-digit number found on the upper left side of the digit number found on the upper left side of the SSPS Social Service Notice, on their license, or on SSPS Social Service Notice, on their license, or on the SSPS Remittance Notice); the SSPS Remittance Notice);
Their Employee Identification NumberTheir Employee Identification Number or the last or the last four digits of your Social Security Number; andfour digits of your Social Security Number; and
The family's child care application numberThe family's child care application number (A 10- (A 10-digit number found on the right hand corner of the digit number found on the right hand corner of the SSPS Social Service Notice, or on the WCCC SSPS Social Service Notice, or on the WCCC award letter). award letter).
Initial Greeting
Spanish
91
English
Worker Administrationon Answer Phone
Worker
Admin
**2
Unspoken OptionUnspoken Option
**2
Enter Client or Provider ID
To record a message for this person, Press 1To modify an unread message, Press 2To reset the Client PIN, Press 3To enter another Client ID, Press 4
To end this call, Press *
Enter your “converted” ACES
ID number, followedBy the # key.
(See the Notes Page for details.) 3
Are you sure you want to reset? Press 1 for YesPress 8 for No
1 8
Worker Administrationon Answer Phone
Worker AdministrationStep-by-Step
A print-friendly step-by-step guide to Worker Administration is available on the IVR page of the ITD Central site: http://iesa.dshs.wa.gov/itdcentral/products/ivr/AnswerPhoneWorkerAdministration.htm
Marketing To Clients
Press ReleasesNoticesWord of mouth!
Worker to client – encourage them Worker to client – encourage them to use the Answer Phone!to use the Answer Phone!
Client to clientClient to client WCCC provider to client WCCC provider to client WCCC client to providerWCCC client to provider
Market it to Your Clients!
When your clients use the Answer Phone you save time and reduce your workload:
Clients can access their benefit information Clients can access their benefit information when they want itwhen they want it
Clients can request duplicate medical IDs Clients can request duplicate medical IDs without worker assistancewithout worker assistance
You can leave messages for your clients, You can leave messages for your clients, even if they don’t have voicemaileven if they don’t have voicemail
Reduces the number of phone calls and Reduces the number of phone calls and messages messages youyou receive receive
Reporting Outages
If you discover that the IVR system is down, you can help remedy the problem by notifying ITD Central Support at (360) 664-4560.
Note: this number is for DSHS staff use only. Central Support will ensure the problem gets
resolved quickly, minimizing the impact to the local CSO or Customer Service Center.
Reporting Outages
When calling Central Support, please provide as much information as possible about the technical difficulty that your client experienced.
For example: What phone number was dialed? What phone number was dialed? What time did the trouble occur? What time did the trouble occur? What message did the system give? What message did the system give?
This information will help identify where the problem, so that it can be fixed faster.
Questions & Answers
Q What happens if there are different child care co-pays? AA If the caller makes the selection to hear the services If the caller makes the selection to hear the services
authorized, the system will read up to eight open co-pay authorized, the system will read up to eight open co-pay lines and dates. For example, if the $15 co-pay is open, lines and dates. For example, if the $15 co-pay is open, and the second co-pay is $100, the system will respond and the second co-pay is $100, the system will respond with: “Your co-pay is $15 for June 1 through June 30.” with: “Your co-pay is $15 for June 1 through June 30.” Your co-pay is $100 for July 1 through December 31.” Your co-pay is $100 for July 1 through December 31.” There is also a disclaimer paragraph at the beginning of There is also a disclaimer paragraph at the beginning of the menu selection that asks the caller to pay attention the menu selection that asks the caller to pay attention to the dates of the services and to call the customerto the dates of the services and to call the customer service center if there are discrepancies in the service center if there are discrepancies in the information they hear.information they hear.
Q Where do I find the application number? A A The WCCC application number is the 10 digit number The WCCC application number is the 10 digit number
found on the right hand corner of the SSPS Social Service found on the right hand corner of the SSPS Social Service Notice, on the 3Notice, on the 3rdrd page of the award letter for the page of the award letter for the provider, or on the SSPS Provider Invoice.provider, or on the SSPS Provider Invoice.
Questions & Answers, continued
Q Where do I find the provider number and their tax id or SSN? A The provider number is the six digit number found on The provider number is the six digit number found on
the upper left side of the SSPS Social Service Notice, on the the upper left side of the SSPS Social Service Notice, on the provider’s license, on the Provider’s SSPS Remittance provider’s license, on the Provider’s SSPS Remittance Notice, or in the Provider File. The tax Id or Employer Notice, or in the Provider File. The tax Id or Employer Number, or the provider’s SSN is found in that data field in Number, or the provider’s SSN is found in that data field in the Provider File.the Provider File.
Q What happens if a provider accesses the WCIP and they are not set up to be paid as the provider for that family? A If a provider is not currently set-up to be paid for that If a provider is not currently set-up to be paid for that
particular family, but the provider had been the paid particular family, but the provider had been the paid provider, the caller will only be able to hear the case status provider, the caller will only be able to hear the case status (approved, denied, pending, closed(approved, denied, pending, closed).).
Q What information will a provider hear if there is more than one provider for a child care client? A The provider will hear only the case information related The provider will hear only the case information related
to their provider number and that particular family’s child to their provider number and that particular family’s child care application number. care application number.
Questions & Answers, continued
Q What if a child care case has been terminated; what will the system read? A If a child care case is terminated the status will read as If a child care case is terminated the status will read as
“closed” with the date. If the child care case is open but “closed” with the date. If the child care case is open but lines of service are terminated, then the system will only lines of service are terminated, then the system will only read service lines that are open with the exception of the read service lines that are open with the exception of the registration fee code, the infant bonus code, and the client registration fee code, the infant bonus code, and the client reimbursement code.reimbursement code.
Q What if the provider uses an old(er) application number? A The system will automatically search for the most The system will automatically search for the most
recent open application number associated with that recent open application number associated with that provider and that family, and give that current case provider and that family, and give that current case information.information.
Q What information is provided by The Answer Phone if there is a two-parent household? A The system uses the Head of Household – which is the The system uses the Head of Household – which is the
first person listed on the status screen.first person listed on the status screen.
Questions & Answers, continued
Q Can providers enter more than one child care application number within the same phone call? AA Yes, providers will be given the menu option to enter Yes, providers will be given the menu option to enter
another child care application number after hearing the another child care application number after hearing the information they selected.information they selected.
Q How does The Answer Phone handle clients who have negative ID numbers? AA The Answer Phone prompts the caller, if they have a The Answer Phone prompts the caller, if they have a
negative ID number, to enter a * (star) for the negative sign negative ID number, to enter a * (star) for the negative sign (-). Currently clients who have negative ID numbers can only (-). Currently clients who have negative ID numbers can only access the Document Status Information , not the Working access the Document Status Information , not the Working Connections Information. However, we are working to remedy Connections Information. However, we are working to remedy this situation, so look for this to change soon.this situation, so look for this to change soon.
Q Why doesn’t the Answer Phone read all documents in an ECR? A A The Answer Phone only reads documents that a client The Answer Phone only reads documents that a client
sends us – not system generated documents.sends us – not system generated documents.