In implementation of Fiscal/Employer Agent services for the participant direction program, F/EA seeks to empower consumers to manage their services.
Inbound Calls
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
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
6. If a voicemail system is reached, state:
7. Record the communication in Customer Service System
The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.