1) CIRCUMSTANCE Start/Change date a) Date of first pay check, Date a HH member moved in, Date rent increase takes effect​ b) Date we received application/correspondence, date client called to give us the information c) Date PAHL/PCG received verification d) Date the Declaration of Independence was signed 2) If you need support answering a client’s questions after exhausting all your own resources and knowledge a) Transfer to Language Line b) Transfer to Main queue c) Transfer to Supervisor Line d) Transfer to Montana e) Transfer to Alisha 3) When you finish work a case, what status do you change your case to in the renewal tracker? a) Assigned Out b) Pending Client Verification c) Ready for Review d) Need Corrections e) Complete (Authorized) 4) When should you add a case note to CHIMES? a) Client calls in to ask questions about their application b) Client calls in to process a phone renewal c) Delays in processing d) When you process a SSP application e) All the above

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