The Answer Phone & Working Connections Information Phone

1. The Answer Phone & Working Connections Information Phone Staff Training April 2004

2. A Note About Printing This Presentation • These slides contain a lot of valuable information on the Notes Pages • To print the notes pages, go to the “File” menu and select “Print”. A dialogue box will appear. • Where it says, “print what” – choose “Notes Pages” from the drop down box, then select “OK”.

3. TOPICS • Background • How The Answer Phone Works • Client Security • Client Voice Mail • Case Information • Food, Financial, Medical • Document Status • WCIP: Child Care Client Info & Provider Line • Worker Administration • Resetting PINs • Sending client voice mail messages • Reporting Outages • Questions and Answers To go directly to a topic, place your cursor on it and click!

4. Background The Answer Phone and WCIP are IVR (Interactive Voice Response) systems designed to: • Provide CSD clients and WCCC Providers with access to information 24 x 7 • Reduce the need for clients to call their Call Center and/or visit their CSO • Provide a convenient way for staff to leave messages for clients

5. Background, continued The ANSWER PHONE provides: • Client access to food, financial and medical benefit information (virtually real-time) • Client messaging and requests for duplicate MAIDs • Appointment Information • Client access to document status - clients can find out if their document was received and if it was acted upon The Working Connections Information Phone (WCIP) provides: • Child Care information for clients • Child Care information for providers (different phone #)

6. Background, continued The Technology Behind The ANSWER PHONE & WCIP • Interactive Voice Response (IVR) • Examples: • Bank Account Information • Catalog Sales • DSHS Child Support’s “KIDS” system • Data Source = ACES, BarCode, WCAP & SSPS • Access via Telephone • 24 hours a day, 7 days a week • Toll-Free Number (1-877-980-9220) for clients • Toll-Free Number (1-866-218-3244) for WCCC Providers

7. Background, continued Why Should You Use It? • Saves you time – helps you manage your workload • Handles requests for duplicate medical ID’s • Eliminates telephone tag! • Gives clients access to their benefit information when they want it • Reduces number of phone calls and messages you receive. Client Usage Client Calls Per Month

8. 1-877-980-9220 Initial Greeting 9 1 Spanish English How It Works Caller selects English or Spanish

9. 1 English 1st Time login or PIN reset? Yes Enter last 4 digits Of SSN No Enter new 4-digit PIN Enter PIN Client PIN Please enter your Client ID followed by the # key

10. 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.

11. Yes No Client Plays, Saves, Deletes Messages “There are no voice messages at this time” To Main Menu To Main Menu Account StatusClient Voice Mail Before clients can proceed, the system automatically checks to see if there are voice mail messages from workers before proceeding to the main menu. Voice Message?

12. 1 2 3 Active AU’s ? No records are currently available for… No Yes ASSISTANCE UNIT MENU We are showing you have multiple Assistance Unit numbers on file. If you know the benefit (assistance unit)number, press 1 If you don’t know the benefit (assistance unit)number, press 2 To return to the Main Menu, press 9 Multiple AU’s ? Yes Main Menu For information on food benefits, Press 1 For information on cash benefits, Press 2 For information on medical benefits, Press 3 To review voice messages, Press 4 For information about Document Status Press 5 For information about child care benefits Press 6 To repeat these options, Press 7

13. Disclaimer Message 1 2 3 4 Account StatusDisclaimer “Options” Menu For status and payment information on your case, Press 1 For appointment information, Press 2 For the telephone number of your worker, Press 3 To request a duplicate medical ID, Press 4 To repeat these options, Press 7 To return to the main menu, Press 9 Next Page

14. Status = Active Your (food) (cash) (medical) case is active. To hear the names of the people in your household that are receiving benefits, Press 1 To 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 8 To return to the main menu, Press 9 1 2* (Coverage) 2* The following people are included… The current coverage period ends on (date) (Payment) The following people are pending… Payment of $$ On (date) Account Status Payment Info-Active Status 1

15. Status = Pending Your (food) (cash) (medical) case is pending. To hear the names of the people in your household that are receiving benefits, Press 1 To get payment information (if food or cash selected), Press 2 To hear when the current coverage period ends (if medical selected) Press 2 To return to the previous menu, Press 8 To return to the main menu, Press 9 1 2 2 (Coverage) (Payment) The following people are included… Payment of $$ On (date) The current coverage period ends on (date) The following people are pending… Account Status Payment Info-Pending Status 1

16. Status = Denied Status=Pending Spenddown Your (food benefits) (cash benefits) Your medical benefits are pending spenddown Spenddown period is from (date) to (date) Were denied on ___(date)__ Your remaining spenddown amount is ($$) For the following reason: For additional information, Press 1 (if multiple) For information on… Press 2 To return to the Main Menu, Press 9 Account StatusPayment Info –Denied & Spenddown 1

17. Status = Terminated Status = ? (record problems) Your (food) (cash) (medical) benefits Was closed on (date) For the following reason: (reason code description) Please contact your worker directly for information regarding your benefits. For further information, contact your worker To hear the names of the people in your household receiving benefits, Press 1 To get payment information (if food or cash selected), Press 2 To hear when the current coverage period ends (if medical selected) Press 2 To return to the previous menu, Press 8 To return to the main menu, Press 9 Account Status Payment Info-Terminated & Unknown Status 1

18. “Options” Menu For status and payment information on your case, Press 1 For appointment information, Press 2 For the telephone number of your worker, Press 3 To request a duplicate medical ID, Press 4 To repeat these options, Press 7 To return to the main menu, Press 9 1 2 3 4 Account Status Appointment Info

19. Case = Active, Pending or Suspended? No Your account status is no longer active. Please contact your worker directly for information regarding your benefits. Yes We have no appointment information at this time. If you believe this is in error, please contact your worker. Appointment Data Exists?? No Yes Your (last) (next) appointment for (food) (cash) (medical) benefits (was) (is) on (date) For additional information … Press 1 (if multiple) For information on… Press 2 To return to the main menu, Press 9 Account Status Appointment Info, 2

20. “Options” Menu For status and payment information on your case, Press 1 For appointment information, Press 2 For the telephone number of your worker, Press 3 To request a duplicate medical ID, Press 4 To repeat these options, Press 7 To return to the main menu, Press 9 1 2 3 4 Account StatusWorker Phone Number

21. 1 2 The phone number of your worker is (phone number) Please hold while we transfer your call. To be transferred to your worker, Press 1 To return to the previous menu, Press 8 Account StatusWorker Phone numbers 3 For the telephone number of your worker, Press 1 To transfer to your worker, Press 2 To return to the previous menu, Press 8

22. “Options” Menu For status and payment information on your case, Press 1 For appointment information, Press 2 For the telephone number of your worker, Press 3 To request a duplicate medical ID, Press 4 To repeat these options, Press 7 To return to the main menu, Press 9 1 2 3 4 Account StatusDuplicate MAIDs

23. Yes No 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. To request a medical card for (month, year), Press 1 To request a medical card for (month, year), Press 2 To repeat this menu, Press 7 To return to the previous menu, Press 8 To return to the main menu, Press 9 To Options Menu 1 2 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 2 To return to the previous menu, Press 8 To return to the main menu, Press 9 Account StatusDuplicate MAIDs 4 Medical Benefits on file?

24. 6 1 2 3 4 5 Client Voice Mail Answer Phone “Main” Menu For information on food benefits, Press 1 For information on cash benefits, Press 2 For information on medical benefits, Press 3 To review voice messages, Press 4 For document status information Press 5 For child care benefits Press 6 To repeat these options, Press 7 Document Information Voice Messages Child Care Food, Cash & Medical

25. Yes No Client Plays, Saves, Deletes Messages “There are no voice messages at this time” To Main Menu To Main Menu Client Voice Mail 4 Voice Message?

26. 6 1 2 3 4 5 Document Status Answer Phone “Main” Menu For information on food benefits, Press 1 For information on cash benefits, Press 2 For information on medical benefits, Press 3 To review voice messages, Press 4 For document status information Press 5 For child care benefits Press 6 To repeat these options, Press 7 Document Information Voice Messages Child Care Food, Cash & Medical

27. Greeting This system will provide you with information we received for your case… 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 No In the last 30 days, we have received ___ documents from you. Yes Next Page Back to Main Menu Document Status 5 Documents Exist?

28. Documents Processed? The document (s) has/have been processed This document has not been processed Yes No To hear your document status info again, press 1 To hear detailed information about the documents, press 2 1 2 Document Status

29. 2 We received a <document name> from you on <date of receipt> Documents Processed? The document (s) has/have been processed On date>. This document has not been processed Yes No Routes back to Main Menu or Repeats information Document Status

30. Answer Phone “Main” Menu For information on food benefits, Press 1 For information on cash benefits, Press 2 For information on medical benefits, Press 3 To review voice messages, Press 4 For document status information Press 5 For child care benefits Press 6 To repeat these options, Press 7 6 1 2 3 4 5 Voice Messages Document Information Child Care Food, Cash & Medical Child Care

31. Child Care 6 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… 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 2 For the co-pay amount only, Press 3 1 2 3

32. Child CareCase Status 1 This case is [approved] [denied] [pending] [closed] as of MMDDYY Case Approved? The monthly co-pay is $$$$ Yes No To repeat this information, press 1 To hear authorized WCCC services, press 2 To return to the main menu, press 9 To end this call, press * 1 2

33. Child CareCase Status 1 This case is [approved] [denied] [pending] [closed] as of MMDDYY To repeat this information, press 1 To hear authorized WCCC services, press 2 To return to the main menu, press 9 To end this call, press * Case Approved? The monthly co-pay is $$$$ Yes No 1 2 (next slide)

34. Child CareCase Status 2 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 … To hear the status of the case, press __ To repeat this information, press 7 To return to the Main Menu, press 9 To end this call, press *

35. 1-866-218-3244 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 1-866-218-3244

36. Child CareProvider Information • Child Care Providers can find out: • The status (approved/denied/pending) of a Working Connections Child Care case and the effective date; • What child care services, including the co-payment, are authorized for payment and the dates covered; and • Special messages about the Working Connections Child Care (WCCC) Program.

37. To use the WCIP, providers must know: Their SSPS Child Care Provider Number (A six-digit number found on the upper left side of the SSPS Social Service Notice, on their license, or on the SSPS Remittance Notice); Their Employee Identification Number or the last four digits of your Social Security Number; and The family's child care application number (A 10-digit number found on the right hand corner of the SSPS Social Service Notice, or on the WCCC award letter). Child CareProvider Information

38. 1-877-980-9220 Initial Greeting Unspoken Option 1 9 **2 English Spanish Worker Admin Worker Administrationon Answer Phone

39. Enter your “converted” ACES ID number, followed By the # key. (See the Notes Page for details.) 3 Are you sure you want to reset? Press 1 for Yes Press 8 for No Enter Client or Provider ID To record a message for this person, Press 1 To modify an unread message, Press 2 To reset the Client PIN, Press 3 To enter another Client ID, Press 4 To end this call, Press * 1 8 Worker Administrationon Answer Phone **2

40. 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

41. Marketing To Clients • Press Releases • Notices • Word of mouth! • Worker to client – encourage them to use the Answer Phone! • Client to client • WCCC provider to client • WCCC client to provider

42. When your clients use the Answer Phone you save time and reduce your workload: Clients can access their benefit information when they want it Clients can request duplicate medical IDs without worker assistance You can leave messages for your clients, even if they don’t have voicemail Reduces the number of phone calls and messages you receive Market it to Your Clients!

43. 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.

44. 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 time did the trouble occur? • What message did the system give? This information will help identify where the problem, so that it can be fixed faster.

45. Questions & Answers • QWhat happens if there are different child care co-pays? • AIf the caller makes the selection to hear the services authorized, the system will read up to eight open co-pay lines and dates. For example, if the $15 co-pay is open, and the second co-pay is $100, the system will respond with: “Your co-pay is $15 for June 1 through June 30.” Your co-pay is $100 for July 1 through December 31.” There is also a disclaimer paragraph at the beginning of the menu selection that asks the caller to pay attention to the dates of the services and to call the customerservice center if there are discrepancies in the information they hear. • Q   Where do I find the application number? • A  The WCCC application number is the 10 digit number found on the right hand corner of the SSPS Social Service Notice, on the 3rd page of the award letter for the provider, or on the SSPS Provider Invoice.

46. Questions & Answers, continued • Q      Where do I find the provider number and their tax id or SSN? • AThe provider number is the six digit number found on the upper left side of the SSPS Social Service Notice, on the provider’s license, on the Provider’s SSPS Remittance Notice, or in the Provider File. The tax Id or Employer Number, or the provider’s SSN is found in that data field in 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 particular family, but the provider had been the paid provider, the caller will only be able to hear the case status (approved, denied, pending, closed). • Q      What information will a provider hear if there is more than one provider for a child care client? • AThe provider will hear only the case information related to their provider number and that particular family’s child care application number.

47. Questions & Answers, continued • Q      What if a child care case has been terminated; what will the system read? • AIf a child care case is terminated the status will read as “closed” with the date. If the child care case is open but lines of service are terminated, then the system will only read service lines that are open with the exception of the registration fee code, the infant bonus code, and the client reimbursement code. • Q      What if the provider uses an old(er) application number? • AThe system will automatically search for the most recent open application number associated with that provider and that family, and give that current case 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 first person listed on the status screen.

48. Questions & Answers, continued • Q      Can providers enter more than one child care application number within the same phone call? • AYes, providers will be given the menu option to enter another child care application number after hearing the information they selected. • Q      How does The Answer Phone handle clients who have negative ID numbers? • AThe Answer Phone prompts the caller, if they have a negative ID number, to enter a * (star) for the negative sign (-). Currently clients who have negative ID numbers can only access the Document Status Information , not the Working Connections Information. However, we are working to remedy this situation, so look for this to change soon. • Q      Why doesn’t the Answer Phone read all documents in an ECR? • A   The Answer Phone only reads documents that a client sends us – not system generated documents.

49. The "Answer Phone" and "WCIP" They're Working For You!