![]() The following topics are covered in this chapter: Topic Emergency Guidelines Sick Leave Process Tardy Process Absence Request Process Miscellaneous County Activities Schedule Monitoring For additional information, see the Hand-Offs to District Office section in this chapter. Handing off actions to a TAD district office is only done for specific case actions. The CSC guiding principle is “one-and-done.” Customer issues and resulting case actions are handled by CSC staff at the time of the customer contact. Note: No customers will be seen in-person at the CSC. Anyone calling the IVR phone number: – Recipients of programs not supported by the CSC, and – Public general information inquiries.Īll contacts received through the IVR, VIVR, and Live Chat will be handled professionally and to the fullest extent possible. New applicants using one of the following links on the C4Yourself application website: – Live Chat, or – Call Me. In addition, the following population may also contact the CSC: ![]() The CSC phone number, 1-87, is printed on recipient correspondence in the place of the EW phone number, unless the customer belongs to a specialized program. ![]() Referrals to additional resources.Ĭustomers contacting the CSC are primarily recipients of the CalWORKs, CalFresh, and HCP/Medi-Cal programs. Requests for verification of income, or benefit inquiry. Appointment assistance with: – Scheduling, – Rescheduling, or – Confirming. Requests for duplicate forms or benefit cards. Ability to report changes that will be updated immediately. General Inquiry (GI) information, including: – Hours of operation, – Directions to district offices, or – How to apply for assistance. Assistance available to customers through the CSC include: The selections the customer chooses in the IVR or VIVR systems will determine which CSC EW (CalWORKs, CalFresh, or HCP/Medi-Cal) will receive the call. Overview, Continued Services available at CSCĬustomers requiring additional assistance beyond the Interactive Voice Response (IVR) or VIVR systems have the option to speak to a CSC Eligibility Worker (EW). Teamwork, Collaboration, Integrated technology to improve service delivery, Increased productivity, and Promoting customer satisfaction and self-service. The purpose of the CSC is to improve customer service and maximize efficiency by handling customer contacts quickly, and to the fullest extent possible. Messages left on this voicemail will be returned the following business day. Note: In the event Covered California receives a call outside the above county available hours the customer will be transferred to a county voicemail. Open Enrollment: Monday – Friday, 8:00 am – 5:00 pm Saturday, 8:00 am – 5:00 pm Non-Open Enrollment: Monday – Friday, 8:00 am – 5:00 pm Health Care Reform required hours of operationĪn inter-agency agreement between Covered California and the Transitional Assistance Department requires the Customer Service Center (CSC) and staff to be available to accept California Healthcare Eligibility Enrollment, and Retention System (CalHEERS) Quick Sort Transfer calls from Covered California during the following periods: The CSC hours of operation are 7:00 am to 5:00 pm, Monday – Friday. The Transitional Assistance Department (TAD) implemented a centralized Customer Service Center (CSC) which provides telephone, Visual Interactive Response (VIVR), and Live Chat services for customers receiving the following programs: Ĭalifornia Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Health Care Programs (HCP)/Medi-Cal. CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 1
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