Customer Service

General Policies for Inbound and Outbound Calls

Policy:

In implementation of Fiscal/Employer Agent services for the participant direction program, F/EA seeks to empower consumers to manage their services.

F/EA <<Customer Service Representatives>> are available at the toll-free phone number to respond to <<participant, representative and workers>> inquiries from <<9AM to 5PM>> on all non-state Holiday business days.

<<Staff Title>> communicate only with consumers or representatives.>> <<Staff Title>>s do not provide information to or respond to inquiries from workers or other participant stakeholders. All written and verbal communication performed by <<Staff Title>>s is conducted with consumers or representatives.>>

Policies and procedures in this document are general in nature. Specific policies and procedures apply to certain other Customer Service responsibilities and can be found in other Policy and Procedure documents. All non-routine inbound and outbound calls are logged in Customer Service System per Policies and Procedures. Specific policies and procedures apply to resolving timesheet discrepancies as documented in <<>>. Written communication with consumers is documented in Policy and Procedure document <<>>.

Procedure:

Inbound Calls

<<Staff Title>> (or assigned staff) answers inbound call to F/EA toll-free number
<<Staff Title>> states:

“Thank you for calling <<F/EA>>. How can I help you?”

3. <<Staff Title>> listens to brief description of nature of call

4. <<Staff Title>> asks the caller if they are the participant or representative.>>

5. <<The below section may not apply if program does not have restrictions on F/EA speaking with stakeholders other than consumers and representatives>>

6. << If the caller says “no”, <<Staff Title>> explains that F/EA can only speak to the participant or representative about Fiscal/Employer Agent matters>>

7. <<If necessary, <<Staff Title>> explains that F/EA is not the employer of the workers, but rather that the participant or representative is>>

8. <<Staff Title>> reminds the caller to contact the participant or representative with any questions, and if necessary, the participant or representative can contact F/EA>>

9. If the caller states that they are the participant, <<Staff Title>> asks the caller for his/her name

10. Verify that the participant exists in the program

11. Log into Customer Service System

12. Search for participant by name

13. If participant exists, open participant record

14. Record information about call per in Customer Service System for Consumer Record

15. If participant does not exist in Payroll System, get more information from caller about why they are contacting F/EA

16. <<If the caller states that they are the representative, ask the caller his/her name

17. Ask the caller the name of the participant for whom they are the representative

18. If the representative name matches F/EA records for participant, proceed with call>>

19. <<If the representative name does not match, inform the caller that they are not listed as the representative and that F/EA can only communicate with representatives and consumers

20. Inform the caller to contact the representative or participant

21. If necessary, provide the caller with the name of the representative listed

22. Do not provide additional information to the caller who is neither the representative nor representative>>

23. <<Staff Title>> proceeds with call.

24. Information is provided as applicable

25. If additional research is required, <<Staff Title>> provides caller with an estimated time when <<Staff Title>> will contact caller with research

26. For specific types of calls, see “Respond to Consumer Inquiries” Policy and Procedure document

27. Document caller issue, caller name, and resolution in Customer Service System per Policy and Procedure X.X

Outbound Calls

Prior to making an outbound call, <<Staff Title>> verifies if the participant has a representative
- <<Staff Title>> Opens Customer Service System
- After finding participant in system, scroll and review the representative contact information
- Contact the representative at the phone number listed
- If a representative name is not listed, contact the participant at the phone number listed

2. Collect all applicable information and place call

3. If phone is answered, state: “This is <<name>> from F/EA. Is <<participant or representative>> available?”

4. If participant or representative is available, discuss issue

5. If participant or representative is not available, ask to leave a message with the person who answered the phone

Request that the participant or representative contact F/EA at <<toll-free number>>
Do not provide additional information on the issue as data and information is confidential

6. If a voicemail system is reached, state:

“This is <<name>> from F/EA calling for <<participant or representative>>. Please call us at <<toll-free number>>.

7. Record the communication in Customer Service System

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

All communication with callers is recorded in Customer Service System per Policy and Procedure document X.X
Prior to providing any information during an inbound call, <<Staff Title>>s verify that caller is participant or representative
- <<Staff Title>> matches caller’s name to participant or representative name in Customer Service System
- If names do not match, <<Staff Title>>s request that caller contact participant or representative
- <<Staff Title>>s do not provide information to callers who are not consumers or representatives

Prior to placing an outbound call, <<Staff Title>> verifies if participant has a representative
- If participant has a representative, <<Staff Title>> requests to speak with representative
- If participant does not have a representative, <<Staff Title>> requests to speak with participant

Contact Consumer to Resolve Discrepancies with Timesheet or Invoice

Policy:

On a daily basis, F/EA Payroll Department identifies discrepancies or errors on timesheets and invoices using applicable systems and manual verification. All timesheets with discrepancies or errors are printed and the problem is noted on the timesheet.

Daily, Payroll Department provides timesheets with discrepancies or errors to the <<Staff Title>> (or assigned staff). Within the business day that timesheets are provided to <<Staff Title>>, <<Staff Title>> assigns <<Staff Title>>(s) to resolve timesheet or invoice discrepancies or errors with participant/representative.

<<Staff Title>>(s) contact participant/representative within 1 business day and record all communication in Customer Service System. Consumers/representatives are asked to correct errors and re-submit corrected timesheets to F/EA or provide information over the phone to correct information. Daily, <<Staff Title>>s checks to see if timesheets with errors or discrepancies have been paid.

Procedure:

During the payroll process (See Policy and Procedure X.X) Payroll Department identifies timesheet discrepancies requiring follow-up with participant or representative
- Each day, timesheet discrepancies are provided to <<Staff Title>> by Payroll Department staff
<<Staff Title>> reviews and follows up on timesheet discrepancies each day
<<Staff Title>> reviews each timesheet for the following errors:
- Dates on the timesheet do not match the pay period start and end dates
- Timesheet is submitted for wrong payroll cycle
- Timesheet is missing signatures of participant/representative or workers
- A day with hours recorded is missing in time or out time
- “AM” or “PM” designation is missing from a timesheet line
- The timesheet includes time recorded for a date that has not yet occurred
- Faxed timesheet image was compromised
- Timesheet is illegible
If timesheet contains any of the above discrepancies, <<Staff Title>> contacts participant or representative via phone
- Using participant name on timesheet, <<Staff Title>> looks up participant in Customer Service System
- Open new outbound call note log for participant

<<Staff Title>> places an outbound call to the participant or representative using the phone number listed for participant on the timesheet
In note log, <<Staff Title>> documents:

The phone number and staff person who placed call
The reason for the call
Who the <<Staff Title>> talked to, or if a voicemail message was left
Verification that participant/representative was told that the timesheet must be corrected and re-faxed in order to be processed <<if applicable; information may be able to be collected over the phone, in which case that information should be recorded>>
When the participant/representative estimates they will re-fax the timesheet
<< Notify participant/representative to call F/EA within 5 minutes of re-faxing a timesheet so they can verify that the timesheet was received and will be processed>>
<<Notify that if timesheet isn’t received within the business day, it will be paid on the following Friday>>
Document the resolution of the issue in Customer Service notes log

7. Two attempts to contact the participant by phone must be made within the day the discrepancy is identified by Customer Service

If the participant/representative or a voicemail system cannot be reached after two attempts within the business day that the discrepancy is identified by Customer Service, timesheet must be mailed to participant/representative within the business day

8. <<Staff Title>> completes a “Not Paid” template letter from the F/EA Master Copy File

9. All timesheets for which calls have been made or timesheets that have been mailed are placed in a timesheet discrepancy sorter in Customer Service Unit

10. Sorter is reviewed each Tuesday afternoon, Wednesday afternoon and Friday morning

11. <<Staff Title>> opens sorter

12. For each timesheet in sorter, <<Staff Title>> goes to Payroll System to see if the timesheet has been paid yet

13. If timesheet has not yet been paid, keep timesheet in sorter so that it can be verified the next time the sorter is reviewed

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

Payroll Department identifies all discrepancies and Customer Service Department contacts consumers/representatives to resolve discrepancies
All contact with participant/representative is recorded electronically
- The number of timesheet errors for a participant is tracked, thereby allowing F/EA to track consumers who may need additional skills training or help
Customer Service Department proactively verifies if timesheets with errors have been received and paid
- This helps to prevent timesheets with errors from being overlooked and allows F/EA to provide the most up-to-date information to callers regarding payment

Respond to Stakeholder Inquiries

Policy:

Robust and accurate Customer Service is the crux of F/EA’s services. Customer Service staff answer the F/EA toll-free phone number from <<9A.M to 5PM>> on all State business days. Mail is reviewed daily (See Policy and Procedure document). F/EA Customer Service makes every effort to respond accurately to all participant inquiries either via phone or in writing.

During hours that Customer Service staff does not answer the F/EA toll-free phone number, a voicemail messaging system collects messages left by callers. Customer Service staff retrieve messages each business day. All calls are returned within 1 business day of receipt.

Procedure:

Incoming Calls

<<Staff Title>>s, or assigned staff, answer all incoming calls to toll-free phone number
<<After verifying that caller is a participant or representative>> (see Policy and Procedure document), <<Staff Title>> answers caller’s inquiry
If minor research is necessary to accurately respond to participant inquiry, <<Staff Title>> performs research while caller is on phone
If significant research is required to respond to caller’s inquiry, <<Staff Title>> tells caller by when they can expect a return call with an answer after additional research is performed
Call is logged in Customer Service System
Perform research and return call by date and time indicated

Incoming Mail

<<Staff Title>>s process incoming mail daily (See Policy and Procedure document)
Any mail from a participant or representative with an inquiry is identified
<<Staff Title>> reviews inquiries and provides mail documents to <<Staff Title>> for follow-up
<<Staff Title>> research each inquiry
<<Staff Title>> respond to each inquiry by mail or telephone as applicable
- If inquiry is responded to by telephone, response is recorded in Customer Service System
- If inquiry is responded to by mail, copies of documents sent are scanned and saved to participant’s scan file folder for 7 years per File Retention Policy

Voicemail Messages

Before 9:15 AM each morning, <<Staff Title>> retrieves all voicemail messages from answering system
<<Staff Title>> records all calls
<<Staff Title>> records:

Date Message Retrieved
Date message left
Caller
Consumer in question (if applicable)
Payee in question (if applicable)
Return phone number

4. After retrieving all messages, <<Staff Title>> assigns Customer Service staff to research and respond to each call within the business day

<<Staff Title>> types <<Staff Title>> name in “Assigned To” column for message

5. <<Staff Title>> auto-filters by “Date Message Retrieved” equal to today’s date and by “Assigned To” to each staff member

<<Staff Title>> prints each <<Staff Title>>s message assignments for the day
<<Staff Title>> provides assignments to each <<Staff Title>> and instructs them to return all calls within the business day

6. After making each call, <<Staff Title>> records resolution in Customer Service System (See Policy and Procedure document)

<<Staff Title>> initials recorded message on print out provided by <<Staff Title>>
If an action besides returning the call is required, <<Staff Title>> notes that on the print out

At 4PM each day, <<Staff Title>> collects print out from each <<Staff Title>>
- <<Staff Title>> verifies that each recorded message row has been initialed
- <<Staff Title>> initials and dates each print out of messages
<<Staff Title>> provides initialed print out of messages to <<Staff Title>>
<<Staff Title>> reviews each print out to verify that all calls were initialed as responded to within the business day
- <<Staff Title>> signs and dates print outs
<<Staff Title>> stores verified print outs in “Messages” file folder in Customer Service File Cabinet
- Print outs are stored for 90 days
- After 90 days, print outs are shredded

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

All incoming and outgoing calls are recorded in Customer Service System
Customer Service staff verify that caller is a participant or representative prior to providing information
Copies of any written responses to participant inquiries are stored in participant’s scan file for a minimum of 7 years per File Retention Policy
<<Staff Title>> retrieves messages each day by 9:15 AM
As each message is returned or acted upon, <<Staff Title>>s initial message print out document
At 4PM each day, <<Staff Title>> collects print out from each <<Staff Title>>
- <<Staff Title>> verifies that each recorded message row has been initialed
<<Staff Title>> reviews each print out to verify that all calls were initialed as responded to within the business day
- <<Staff Title>> signs and dates print outs
<<Staff Title>> stores verified print outs in “Messages” file folder in Customer Service File Cabinet
- Print outs are stored for 90 days
- After 90 days, print outs are shredded

Offer Communication in Consumer's Primary Language or Alternative Format

Policy:

F/EA makes every effort to communicate with consumers in their primary language or language of choice. Spoken languages accommodated by F/EA include English, <<Insert Languages>>.

F/EA has a contract with <<Insert>> to provide TTY phone services. If the caller would benefit from a TTY call, F/EA <<Staff Title>> places call to <<Insert>> and conferences in the caller.

Procedure:

Outgoing Calls

F/EA stores a participant’s primary language in the Customer Service System
Prior to making an outbound call, the <<Staff Title>> reviews the participant’s primary language
If the participant’s primary language is not spoken by the <<Staff Title>> who is about to make the call, the <<Staff Title>> reviews F/EA Languages Matrix
<<Staff Title>> reviews language column
If F/EA staff member who speaks participant’s primary language is identified, <<Staff Title>> asks the staff member to contact the participant

<<Staff Title>> briefs staff member on the participant’s situation and provides information to be communicated to participant
Staff member calls participant
<<Staff Title>> stays with caller during call in case any additional information must be translated

6. If F/EA staff member who speaks participant’s primary language is not identified <<insert process>>

7. If the participant would benefit from a TTY call, <<Staff Title>> contacts TTY Contractor

Dial
Provide the operator with the participant or representative’s area code and phone number
Speak directly to the operator at a moderate speed
The operator will type everything he or she hears
After each statement, say “Go ahead”
After hearing “Go ahead”, operator will relay TTY message to participant or representative
When call is complete, say “good-bye”

8. Resolution of call is documented in Payroll System

Incoming Calls

If upon answering an incoming call, <<Staff Title>> determines that the participant speaks a language not spoken by the <<Staff Title>>, the <<Staff Title>> reviews F/EA Languages matrix
<<Staff Title>> reviews language column
If F/EA staff member who speaks caller’s primary language is identified, <<Staff Title>> asks the staff member to take the call

Call is transferred to staff member who speaks caller’s primary language
<<Staff Title>> stays with staff member during call in case any additional information must be translated

4. If F/EA staff member who speaks participant’s primary language is not identified <<insert process>>

5. If the participant is contacting F/EA via the TTY number provided on F/EA communications, <<Staff Title>> will hear the TTY operator say “This is TTY Operator, Opr5xxxxx with a relay call. Do you know how to use relay?”

<<Staff Title>> responds, “Yes”.
The operator will relay spoken TTY messages received from the caller to the <<Staff Title>>
To respond, speak directly to the operator at a moderate speed
The operator will type everything he or she hears
After each statement, say “Go ahead”
After hearing “Go ahead”, operator will relay TTY message to participant or representative
When call is complete, say “good-bye”

6. Resolution of call is documented in Customer Service System

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

All incoming and outgoing calls are recorded in Customer Service System.
Consumer’s primary language is stored in the Customer Service System.
Customer Service Staff review primary language field prior to contacting participant.
Languages spoken by F/EA staff are published on F/EA Langages matrix.
- F/EA Languages matrix is posted at each <<Staff Title>>’s desk.
<<Staff Title>> familiar with participant’s situation stays with staff member who communicates with caller during phone call.

Record All Communication with Consumers and Representatives

Policy:

F/EA maintains a log of all communication with consumers and representatives in the Customer Service system. Each call is denoted with a code denoting the nature of the call. Each <<Staff Title>> receives training on the use of phone call log codes. A phone call log codes chart, with code and description, is posted at each <<Staff Title>>’s work area.

Every non-routine inbound and outbound call is recorded in Customer Service System with an applicable code and sub-code. Any walk-in visits to F/EA are also recorded in Customer Service System using the same codes as are used for phone communication, but with a different sub-category code. Logs are reviewed by staff and management as applicable.

Information recorded in log includes:

Consumer’s name
Date of Communication
Type of Communication
Issue
Resolution
Person with whom communication occurred

Procedure:

<<Staff Title>>, and any other F/EA staff who make or receive calls, record calls in Customer Service System with an applicable phone call log code
All non-routine communication is recorded
Non-routine communication includes:

Verification of F/EA’s phone or fax number
Verification of F/EA’s address
Communication with a workers or other stakeholder to whom Customer Service is not permitted to talk

4. All other communication with consumers or representatives is recorded

5. Upon making an outbound call or receiving an inbound call, log in to Customer Service System

6. Enter username and password

7. Select a participant by number or name

8. Go to Customer Service Tab and start logging the call.

9. Enter one of the following codes in the “Caller” field for the applicable description covered by the communication being recorded:

Code	Description

10. In the “Notes” field, first enter a sub-category code:

11. Enter “OG” for an outgoing call

12. Enter “IC” for an inbound call

13. Enter “VM” for a voice message

14. Enter “WI” for a walk-in communication

15. After entering the sub-category code in the “Notes” field, enter as much of the following information as possible:

16. Enter at least the first name of the person with whom communication occurred

17. Enter the nature of the issue

18. Enter the resolution to the issue as applicable

If any non-standard information was provided or exceptions to standard protocol made, enter that information

19. Save the note

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

Standard codes are used to record all phone communication in the Payroll system
Information logged includes:
- Consumer
- Date of Communication
- Type of Communication
- Issue
- Resolution
- Person with whom communication occurred
F/EA staff are trained on what constitutes a non-routine call
All systems are password protected
- Only staff with direct responsibility for applicable duties are granted access to systems
Phone call log codes are published and posted at <<Staff Title>>’s work areas

Tax Advice Restrictions

Policy:

F/EA staff never provides tax advice to participants, representatives, workers or other stakeholders. All staff are trained, within 15 days of hire, to not ever provide tax advice to any stakeholders with whom F/EA staff communicate.

Any staff member overheard or reported as providing tax advice to participants, representatives, workers or other stakeholders is reported to their supervisor. Supervisor will issue a verbal warning to the staff member to desist from this action. In addition, <<Staff Title>> sends an e-mail reminder to all staff not to provide tax advice. In certain cases, staff receives a written warning for providing unauthorized tax advice.

F/EA staff offer stakeholders seeking tax advice contact information for tax agencies and other resources.

Procedure:

If a caller requests tax advice, inform them that F/EA staff cannot provide tax advice.
Commonly requested tax advice regards:

Earned Income Credit information
How many allowances to use on form W-4
Impact of completing form SS-4 on personal tax situation

3. Advise the caller to contact their tax professional or seek information from one of the following resources:

IRS: www.irs.gov
IRS: 1-800-829-1040

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

All staff are trained, within 15 days hire, to never provide tax advice to consumers, surrogates, workers or other stakeholders
Any staffs overheard or reported as providing tax advice receive an e-mail reminder not to provider tax advice from the <<Staff Title>>.
In certain cases, staff receives a written warning for providing unauthorized tax advice.

Inform Consumers in Writing of Policy Changes

Policy:

If at any time, F/EA changes a policy that will impact a participant, representative, workers or vendor, consumers/representatives must be informed in writing as soon as the F/EA receives notification of a change in policy or at least 30 days in advance of the implementation date. Consumers need not be informed about policy changes that do not impact their interaction with F/EA, Counselors or their workers and vendors. Written communication regarding a policy change is created and submitted to consumers or representatives by the <<Staff Title>>. All written communication must describe the policy change and it must include an effective date and instructions for complying with the policy.

Procedure:

<<Staff Title>> issues a written notification of policy change to all stakeholders at least 30 days in advance of policy change
Written communication documents:
- The change in policy
- Instructions for complying with the new policy
- An effective date of the policy
<<Staff Title>> assigns staff to create a mail merge to all consumers/representatives
Staff creates a mail merge of envelopes or labels using addresses in the payroll system
Envelopes are stuffed with written communication and sealed
Envelopes are mailed to participant/representative address
Electronic copy of written communication is stored in an applicable file location for a minimum of 7 years per File Retention Policy

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

<<Staff Title>> issues all written communication of a policy change
Written communication includes:
- The change in policy
- Instructions for complying with the new policy
- An effective date of the policy
A mail merge, using the most up-to-date participant/representative address information is used to produce envelopes for the mailing
Electronic copy of written communication is stored in an applicable file location for a minimum of 7 years per File Retention Policy.

Process and Distribute Incoming Mail

Policy:

Mail is delivered to F/EA at <<address>> each day that federal mail is delivered. F/EA receptionist sorts mail. <<Staff Title>> is notified when mail has been sorted and is ready for Customer Service to pick up. <<Staff Title>> assigns staff to pick up F/EA mail from receptionist.

<<Staff Title>> (or assigned staff) opens all mail immediately upon receipt. Mail is immediately date stamped. F/EA mail is sorted into categories and placed in applicable inboxes within 3 hours of delivery. Staff assigned to each inbox review and process mail by the close of each business day.

Procedure:

Each day when mail is delivered to F/EA the F/EA receptionist identifies and sorts F/EA mail
All opened mail is immediately date stamped
After date stamping each piece of mail, documents are sorted by type and placed in applicable inboxes
- Any time sensitive mail is identified and flagged for immediate follow up, if necessary
Sort mail per the following:
- Individual Budgets go to:
- Timesheets go to:
- Employee Hire Packages go to:
- Worker Terminations go to:
- Direct Deposit forms go to:
- Change of Address forms go to:
- Employer Start-Up Packages go to:
- 2678, 8821, EIN Confirmation Notices from IRS go to:
- State DOL and DOR notices go to:
- Employment Verification and Social Security Wage Information Requests go to:
Staff assigned to each inbox review and process mail in their inbox by the close of each business day
- Any time sensitive mail is identified and flagged for immediate follow up, if necessary

Internal Controls:

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

All mail is opened immediately upon receipt
- This ensures that all time sensitive mail is identified as soon as it is delivered to F/EA
Inboxes are pre-determined and staff are assigned to each inbox
Staff process mail in the inbox(es) to which they are assigned by close of business each day
- All mail is processed the day it is received
- Any time sensitive mail is identified and flagged for immediate follow up, if necessary