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Participant Requesting a Supervisor SOP

Benefit Program Technician in a CSC #

If participant needs or requests a supervisor, the BPT must do the following:

    • Finish entering the required case comments in EUMEMROL and/or MEDES.
    • Ensure the participant is aware of their Right to a Hearing if unsatisfied with a case decision.
        • If a hearing is requested, follow the current Hearing Request SOP before connecting with a supervisor.
    • Follow local procedures to notify supervisor a call has been requested. The call will then be transferred to an available supervisor.
        • Staff will attempt to find an available Supervisor to transfer the call to.
        • If there is not a supervisor available and the Program Coordinator is not available to contact other offices to find an available supervisor:

NOTE: The BPT should not ask a participant if they want to speak with a supervisor unless they display characteristics outlined in DSS Policy 3-301.

The Hand-Off and Support should not be used for supervisor callbacks.

 

 

Benefit Program Technician in a RC #

If participant requests a supervisor, which would be the Program Coordinator for RCs, the BPT must do the following:

    • Finish entering the required case comments in EUMEMROL and/or MEDES.
    • Ensure the participant is aware of their Right to a Hearing if unsatisfied with a case decision.
        • If a hearing is requested, follow the current Hearing Request SOP before connecting with a supervisor.
    • Follow local procedures to notify PC they have been requested in the RC.
        • If PC is not available to see the participant in the RC:
            • Verify the phone number listed in the system is up to date with the participant.
            • Send an email to the PC with the participants name, D.O.B, DCN, callback number, and what the call is regarding.
            • Advise the participant that the PC is unavailable at that time, but they will call them within 24 hours.

 

Supervisors and Program Coordinators #

BPT will follow local procedures for notifying supervision that a call has been requested.

 

Supervisors:

    • The immediate supervisor or any other available supervisor must take the transfer at the time of request.
    • If the call is transferred to a supervisor and they are unable to answer the call, they must return the call within 24 hours of the request.
    • Supervisors must enter required case comments in EUMEMROL and/or MEDES upon completion of the call.

 

Program Coordinators:

    • If no supervisors are available, the Program Coordinator will contact other offices to see if a supervisor is available.
        • If the Program Coordinator is not available to contact other offices to find an available supervisor; staff are advised to transfer the call to their immediate supervisor, letting the participant know if the call is not answered they will receive a callback within 24 hours.
    • If Program Coordinator is not available at the time they are requested in the RC:
        • Staff will send an email to the PC including all required information.
        • PC must contact the participant within 24 hours of the request.
        • PC must enter required case comments in EUMEMROL and/or MEDES upon completion of the call.

NOTE: Supervisors and Program Coordinators should ensure DSS Policy 3-301 is followed.

 

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