California LifeLine Telephone Service Prequalification: Impact on Customer Correspondence

1. California LifeLine Telephone ServicePrequalification Impact on Customer CorrespondenceSeptember 29, 2008 • List of forms identified as requiring changes • Proposed Changes to Instructions • Proposed Changes to Denial Letters • IVR/Outbound Dialer – No Changes Required • Call Center Scripts • Website Updates

2. List of correspondence requiring updates • Certification form instructions • Certification with TTY form instructions • Certification disqualification letter • Certification correctable denial letter • Certification Appeal denial letter • Certification Reminder Postcard • CPUC overturn letter • NOTE: All of the above forms will have to be updated in all seven languages, both regular and large font, as well as Braille • NOTE: Verification forms and letters will not require changes

3. Original Instructions The red circles indicate areas of major deletion or updates.

4. Proposed Instructions The green circles indicate areas of suggested updates.

5. Original Denial Letter The red circle indicate area of text to be removed

6. Proposed Denial Letter The green arrow indicate areas of removed text

7. IVR / Outbound Dialer – No Changes • IVR will not require changes to the flow or scripts • The same rules that allow access to the IVR and Call Center will remain in place • If a new Certification customer wishes to find out why they have not yet received the discount, they can speak to a CSR who will explain the changes to the program • Outbound Dialer currently makes no reference to timelines to receive discount

8. Call Center Updates • Training the CSR’s about the new rules requiring pre-qualification • New Call Center reason codes for the callers with questions about the new process • Updated Call Center procedure manuals

9. Website Updates • Home Page • Within two to three weeks California LifeLine will mail to you, in a PINK envelope, an enrollment form. In order to maintain your telephone discounts, you must complete the form, sign it, and return it to California LifeLine along with any required income documentation by the due date. If you do not return the completed signed form to California LifeLine by the due date,you will not be considered for the discount.

10. Website Updates • FAQ’s • When will my California LifeLine discount begin? • You will receive an application that you must fill out and return within 30 days. Your California LifeLine discount will take effect when your application has been reviewed and your eligibility has been verified. A letter notifying you of your eligibility to receive discounted telephone service will be sent to you.

11. Website Updates • FAQ’s • Enrollment Instructions • You will be mailed a California LifeLine Certification Form that must be completed and mailed back to the California LifeLine Program Administrator within 30 days. If you do not return the completed form, or if you are determined to not be eligible, you will be notified that you did not qualify for the LifeLine telephone discount.  You may reapply for the discount by calling your telephone service provider.