The Answer Phone & Working Connections Information Phone

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 #)


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


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


“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


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


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


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


Voice Message?

NoNo


“There are no voicemessages at this time”

4


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


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


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)


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 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.


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.


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.


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.