CSD Contact Center Teleworker Overview

Gary Hartline

Telephony & Technology Manager Telework Coordinator

Bryan BanksQuality & Performance Manager

Ready to Rollout!

Get your home office prepared!

Before you can begin:• All staff must have IP Agent software training

Local IT staff will complete the following: • Install and configure the OneX software on your computer for connection from your home• Install and configure the Virtual Private Network (VPN) software on your computer and provide you with a VPN Key FOB• Ensure you have Microsoft Office Lync running on your computer

Ready, set, go!• Local IT will tear down and box up your computer on a late afternoon• You’ll be given one hour to set up your computer at the start of your next shift• Once your PC is set up and you are logged in:

• Log in to PC first• Log in to your VPN software• Log in to the IP Agent Software• Ensure Lync is running• Begin working!

Setting Up The Computer and Telephone

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Logging Into VPN1. Go to START, ALL PROGRAMS, F5 VPN – you may also create a shortcut on your desktop

2. Within the logon page, a user will be prompted for VPN User Name & Password: Username: login name + 300Password:• The soft-token passcode generated by an RSA soft token, or• A PIN plus the code generated by a hardware (HW) RSA Key Fob

Logging Into VPN3. Select Enter DSHS VPN

4. Enter your Active Directory (AD) (Network) credentials

The pop-up for DSHS-SSL users looks like this:

•This status will update with many processes. Once the connection is complete, the status will show Connected. •You may minimize this window while you are working. DO NOT close it.•A user can work as if directly connected to the network in the office. This means that applications such as Outlook, Lync, SharePoint, SSH to servers, etc. will all be available for use.

Logging Into VPN

Logging Into VPN

How to Disconnect from Network Access

Questions?

Operational and Performance

Expectations for Teleworking

Telework Operational Expectations

• Continue to meet all telework eligibility criteria as outline in the CSCC Telework Plan

• Adhere to all expectations within your Performance Plan• Continue to meet or exceed all workload and production metrics • Attend all mandatory business related meetings

• Travel time is not provided to or from scheduled meetings at the official duty station.

• Report any technical issues within 15 minutes of not being able to resolve the issue on your own

• Report the issue and duration to your supervisor as soon as possible• Report to your official duty station if you are unable to correct the technical

issue and is expected to last more than an hour• Travel time is provided to the office only

• Maintain communication with your lead worker and/or supervisor• Report when circumstances arise that prevent you from adhering to

scheduled work activities• Continue to contribute to the benefit of the team including active

participation in workgroups, teams and committees.• Continue to engage in developmental opportunities.

Telework Performance Expectations:Phone Handle Time

Queues Average Handle Time Range

Green (applications) 30 Minutes

BLUE (Reviews) 30 Minutes

Grey (changes) 20 Minutes

Yellow (navigator) 5 Minutes

Queue Average Handle Time (minutes : seconds )

Purple (Child Care) 20:00

Specific: Child Care Provider 12:00

Telework Performance Expectations:DMS Q Touch Time

Queue Cases Per Hour

Child Care 4

Provider Team 1.25

Spenddown Team 2.5

Telework Performance Expectations:Case Accuracy

Program Accuracy Goal

Basic Food (SNAP) 97%

Basic Food Pre-Authorizations 95%

Medicaid 97%

Child Care and Child Care Provider Line 95%

All other Programs 95%

How to be aSuccessful Teleworker

Additional Telework Resources

AVAYA One X Online Training

Location Schedule Routine

Remove Time Management Support

Some final important information:

DSHS EquipmentPC and MonitorsKeyboard and Mouse

Using your home computer

Keep your Key FOB SAFE!!!

CRITICAL INFORMATION PACKET

Each new teleworker should print the following documents at their office before beginning telework:

• Important Phone Numbers Contact List•Computer Setup at Home•VPN login instructions• OneX Agent Quick Reference Guide•Telephone and Headset Information• Translation Request Process• Print Buddy Process

TECHNICAL ISSUESPlease contact IT Solutions with network connectivity and application problems

360 664 4560

Please email the Telework Coordinator with other Telework related technical issues.

Hartlgw@dshs.wa.gov

GENERAL INQUIRIESTelework questions can be emailed to the Telework Coordinator.

Questions?