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Genesys Application Interview IVR Flow

Family Support Division Application Interview Flow

855-823-4908

 

Interview Language Menu #

Applies to Option 1-3: Queue is evaluated to see if it can accept a call based on wait time and time of day.  See Transferring Between Tiers SOP for more information.

          • If call cannot be put into the queue:
              • “We may require proof of certain information. To process your application faster, you can upload pictures or screenshots at myDSS.mo.gov before or during your interview. We usually need proof of income, like paystubs for the last 30 days or benefit letters. If you’ve recently stopped working, we may ask to contact your employer or need a letter to confirm when the job ended as well. If you get Child Care Subsidy, please send a copy or screenshot of your approval letter or Child Care account portal.”
              • “If you are calling from a mobile device and would like to receive a text message to take a 2-minute survey after the call to provide feedback, please press 1. Message and data rates may apply.”
              • Rights and Responsibilities
                • Transfers to Tier 3
          • If call cannot be put into the queue
          • ” If you have recently applied for SNAP, we will call you at the number on your application within three business days.   If you have missed our call, you can go into your local resource center to complete your interview in person, try your call again later or schedule an appointment.  You can schedule an appointment for a phone call, in-person visit at a physical resource center location or in-person virtual visit through Google Meet.  To schedule an appointment, you can visit us online at mydss.mo.gov and click on DSS Chat or press 1 or to end this call you can disconnect”
            • Option 1:
              • Transfers to the Appointment Scheduler
            • No input:
              • “This call will end now.  Goodbye.”

Interview Main Menu #

The below is played either in English or Spanish

  • To complete an interview for Food Stamps, press 1.
      • Caller Authentication
          • Queue is evaluated to see if it can accept a call based on wait time and time of day. See Transferring Between Tiers SOP for more information.
          • If caller has been authenticated and can be put into the queue:
              • “We may require proof of certain information. To process your application faster, you can upload pictures or screenshots at myDSS.mo.gov before or during your interview.
                We usually need proof of income, like paystubs for the last 30 days or benefit letters. If you’ve recently stopped working, we may ask to contact your employer or need a letter to confirm when the job ended as well. If you get Child Care Subsidy, please send a copy or screenshot of your approval letter or Child Care account portal.”
              • “If you are calling from a mobile device and would like to receive a text message to take a 2-minute survey after the call to provide feedback, please press 1. Message and data rates may apply.”
              • Transfer to Tier 3
          • If caller has been authenticated and cannot be put into the queue
              • ” If you have recently applied for SNAP, we will call you at the number on your application within three business days. If you have missed our call, you can go into your local resource center to complete your interview in person, try your call again later or schedule an appointment. You can schedule an appointment for a phone call, in-person visit at a physical resource center location or in-person virtual visit through Google Meet. To schedule an appointment, you can visit us online at mydss.mo.gov and click on DSS Chat or press 1 or to end this call you can disconnect.”
                  • Option 1:
                    • Transfers to Appointment Scheduler
                  • Presses nothing: 
                    • “This call will end now.   Goodbye.”
          • If caller has not been authenticated and can be put into the queue:
              • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you recently applied for SNAP, you do not need to call us right away to do your interview. We will call you when your application has been entered in our system. If you miss our call, you can call us back at eight five five eight two three four nine zero eight. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To schedule an appointment, press five. To repeat this information, press nine. To return to the main menu, press star.”
              • Option 1
                • Transfers to Paper Application Flow
              • Option 2
                • DSS Contact Info
              • Option 5
                • Transfers to Appointment Scheduler
              • Option 9
                • Repeats the information 
              • “*”
                • Returns to FSD Main Menu

 

          • If caller has not been authenticated and caller cannot be put in queue:
              • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you recently applied for SNAP, you do not need to call us right away to do your interview. We will call you when your application has been entered in our system. If you miss our call, you can call us back at eight five five eight two three four nine zero eight. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To schedule an appointment, press five. To repeat this information, press nine. To return to the main menu, press star.”
                  • Option 1
                  • Transfers to Paper Application Flow
                  • Option 2
                  • DSS Contact Info
                  • Option 5
                  • Transfers to Appointment Scheduler
                  • Option 9
                  • Repeats the information
                  • “*”
                  • Returns to FSD Main Menu
  • To complete an interview for Temporary Cash Assistance
      • Caller Authentication
          • Queue is evaluated to see if it can accept a call based on wait time and time of day. See Transferring Between Tiers SOP for more information.
          • If caller has been authenticated and can be put into the queue:
            • “We may require proof of certain information. To process your application faster, you can upload pictures or screenshots at myDSS.mo.gov before or during your interview.
              We usually need proof of income, like paystubs for the last 30 days or benefit letters. If you’ve recently stopped working, we may ask to contact your employer or need a letter to confirm when the job ended as well. If you get Child Care Subsidy, please send a copy or screenshot of your approval letter or Child Care account portal.”
            • “If you are calling from a mobile device and would like to receive a text message to take a 2-minute survey after the call to provide feedback, please press 1. Message and data rates may apply.”
            • Rights and Responsibilities
              • Transfers to Tier 3

 

          • If caller has been authenticated and cannot be put into the queue:
            • ”If you have recently applied for SNAP, we will call you at the number on your application within three business days. If you have missed our call, you can go into your local resource center to complete your interview in person, try your call again later or schedule an appointment.  You can schedule an appointment for a phone call, in-person visit at a physical resource center location or in-person virtual visit through Google Meet.  To schedule an appointment, you can visit us online at mydss.mo.gov and click on DSS Chat or press 1 or to end this call you can disconnect.”
              • Option 1
                • Transfers to Appointment Scheduler
              • No input:
                • “This call will end now.  Goodbye.”

 

          • If caller has not been authenticated and can be put into the queue:
            • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you recently applied for SNAP, you do not need to call us right away to do your interview. We will call you when your application has been entered in our system. If you miss our call, you can call us back at eight five five eight two three four nine zero eight. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To schedule an appointment, press five. To repeat this information, press nine. To return to the main menu, press star.”
              • Option 1
                • Transfers to Paper Application Flow
              • Option 2
                • DSS Contact Info
              • Option 5
                • Transfers to Appointment Scheduler
              • Option 9 
                • Repeats the information 
              • “*”
                • Returns to FSD Main Menu 

 

          • If caller has not been authenticated and caller cannot be put into the queue:
            • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you recently applied for SNAP, you do not need to call us right away to do your interview. We will call you when your application has been entered in our system. If you miss our call, you can call us back at eight five five eight two three four nine zero eight. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To schedule an appointment, press five. To repeat this information, press nine. To return to the main menu, press star.”
              • Option 1
                • Transfers to Paper Application Flow
              • Option 2
                • Contact Info
              • Option 5
                • Transfers to Appointment Scheduler
              • Option 9
                • Repeats the information 
              • “*”
                • Returns to FSD Main Menu

 

Caller Authentication #

  • “To better serve you, we need your D_C_N or Social Security Number. If you have a Medicaid card, your D_C_N can be found on the back. If you recently received a letter from us, your DCN can be found on the letter. Your DCN can either be a ten-digit number that starts with two zeros or an eight-digit number. Please enter your DCN or Social Security Number now.”
      • Repeats DCN back to caller and asks them to press 1 to confirm or 2 to reenter
  • “Please enter your date of birth, using 2-digits for the month, 2-digits for the day, and 4-digits for the year. For example, if your date of birth is May 1st, 1980, you should enter 05 01 1980.”
      • Repeats DOB back to caller and asks them to press 1 to confirm or 2 to re-enter

 

Rights and Responsibilities #

  • “All information discussed during your interview is confidential. You have the right not to provide your Social Security number or information about your immigration status or sponsor, but for some programs this may be required for that person to be eligible. You have the right to apply for any type of assistance. You can use an authorized representative if you need assistance applying for or accessing your benefits. You may be asked by our quality control unit for additional information in future months. Applicants are randomly selected, and their applications are reviewed to ensure that we are processing applications consistently. You are required to cooperate with the quality control review if you are selected. If you are eligible for SNAP benefits you will be notified in writing of what changes you are required to report. You are only required to report changes where your income before taxes and deductions exceeds 130% of the poverty level as stated on your decision letter. If you are an able-bodied adult without dependents applicant, you will be required to report reductions in the number of hours you worked. And if someone in your household wins $4,500 or more from the lottery or gambling the winnings must be reported. You have the right to request a hearing if you disagree with any of the decisions made by the agency. During the course of the interview, you will be asked questions, and we will need to type your responses so there may be a pause between questions. We are required to ask all of the questions in the system. Some of the questions may not apply to you or you may have already answered them on the paper application. Please remember that the questions apply to all individuals in your household. If you have any questions about this information, we can address them. Thank you for taking the time to complete your interview today.”

 

Paper Application Flow #

  • “We need to collect your name and address information to mail you an application. You can also apply online at mydss.mo.gov.”

 

DSS Contact Info #

  • “If you need to submit an application or verification documents like a copy of your ID card, or pay stubs, you can upload them to mydssupload.mo.gov/UploadPortal, fax them to 573-526-9400, or mail them to PO Box 2700 Jefferson City, MO 65102. Please include your name and social security number or DCN with your documents so we know who you are. To repeat this information, press nine. To return to the main menu, press star.”
    • Option 9
      • Repeats the information 
    • “*”
      • Returns to FSD Main Menu 

 

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