ABE Customer Call Center Job Aid

Transcription

1 This job aid is designed to teach ABE Customer Call Center workers how to perform three common tasks in IES. View the Individual Summary and Individual Search pages Record the Telephonic Signature Enter Case Comments In this Job Aid: Individual Summary and Individual Search Page 1 Telephonic Signature.... Page 3 Case Comments Page 5 Helpful Resources..Page 6 Individual Summary and Individual Search The Individual Summary: When calling the IES Customer Support Center, the customer is prompted to enter their SSN into the keypad on their phone. Once the customer does this, if you are logged into IES, the Individual Summary page automatically displays. Review the Individual Summary page to verify information about the case, including demographic information, eligibility information, program requests, and individuals on the case. Basic case and demographic information displays at the top of the page Current EDG Affiliations gives information on the programs associated with the case and other individuals on the case. IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 1

2 If you are not logged in to IES at the time of the call, the customer can be located in IES using the following steps: 1. From Left Navigation, click Inquiry then Individual Search. The Individual Search page displays. 2. Enter a First and Last Name and Social Security Number as search criteria. 3. Click [Search]. Search Results display at the bottom of the page. IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 2

3 Telephonic Signature Telephonic Signature: After collecting the customer s data, the Wrapup Run Eligibility screen displays. 1. Click the [Telephonic Signature] button at the bottom right of the page. The Record Telephonic Signature pop up page displays. IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 3

4 2. Read the top part of the script to receive the customer s consent to be recorded. Start recording once consent has been given. 3. After receiving the customer s verbal consent, press Record in SmartRecord s interface. THE RECORDING TAKES PLACE IN A SEPARATE SYSTEM, NOT IES. 4. Read the script under Rights and Responsibilities and change the response to YES, acknowledging that you have read the script. 5. End the recording in the SmartRecord interface. CAD will generate a telephonic signature that consists of a 32 digit ID when the call comes in to the worker s phone. 6. Copy and paste the ID from CAD into the comments field in SmartRecord. 7. Then copy and paste the ID into the Call Center Interaction ID field in IES before running eligibility. 8. Once the ID has been copied into IES, press [Submit]. IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 4

5 Case Comments Case Comments: You will need to put a case comment into IES after speaking with customers. To enter case comments, you must have already selected a case action from the Initiate Data Collection page. 9. Click Case Comments under Data Collection. The case comments should capture the type of contact (telephone) as well as a summary of the call. 10. Select Telephone as Type of Contact. 11. Enter comments from conversation in the Comments section of the page. 12. Click [Reset] to clear any entered comments. 13. Click [Submit] to submit comments. To view previous case comments: 1. Click the Summary tab. The Case Comments- Summary page displays. 2. Click the pencil icon to view or edit the comment. 3. Click [Add] to add a new case comment. IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 5

6 Helpful Resources IES Functionality Individual Summary Telephonic Signature Case Comments Hepful Wizards Individual-Search Record Telephonic Signature Add Case Level Comments Initiate Data Collection IES ABE Customer Call Center Job Aid Updated 09/15/2014 Page 6