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SMS Text SOP

General Guidelines #

    1. Text message number is 855-684-9242
    2. Please note failing to comply with the outlined SOP can result in disciplinary action and in duties being reassigned.
    3. Due to security no case specific information can be released via Text Message
        1. If the customer asks a case specific question, staff should try to ask clarifying questions to provide the best policy/process answer.
        2. There is a canned response to use if the question cannot be answered after asking clarifying questions.
            1. EX: Customer: “When will I get my SNAP benefits?”
                • Examples of clarifying questions to ask are:
                    • When did you apply?
                    • Did you have an interview? If yes, when?
                    • Do you have an EBT card already?
                • The goal of this process is to answer customer questions without referring them to the Customer Service Center, therefore staff should direct customer to online resources, mail or email options and only offer the Customer Service if that is the only option for the client.
                • Staff should adhere to policy, canned responses and the outlined scripts when answering customer questions and copy and paste the response to avoid errors.

 

Appointments #

    1. The same phone number used for inbound text messages is also used by the Appointment Scheduler to send confirmation texts to customers who have scheduled an appointment.
        1. Staff CAN confirm appointments.
        2. Staff CAN schedule/reschedule/cancel appointments since the only data asked for is the customer’s phone number.

 

Customer Delay #

    1. When there is a customer delay of 3 minutes, staff should allow the customer 5 minutes to reply.
        1. Send a text to the customer saying, “It seems like you’ve had to leave our chat. I’ll wait another 5 minutes for you to come back.”
    2. If no reply within 5 minutes:
        1. Staff should send a text to the customer saying, “I haven’t heard from you in 5 minutes, so I’m going to wrap up our chat now.” Followed by the ‘Good bye’ canned response.
    3. During the customer delay, the BPT should move to the other interaction they are handling.

 

Hold Procedures and Supervisor Requests #

    1. When researching an answer to a customer’s questions, staff should check in with the customer every 3 minutes.
    2. If a customer requests a supervisor, follow local procedures to notify the supervisor. The text will then be transferred to an available supervisor. Do not advise the customer a supervisor will call them back.

 

Child Abuse Claims via Text #

    1. If a victim of child abuse text the SMS queue:
        1. BPT should ensure the victim is safe.
            1. Refer the victim to the Missouri Child Abuse and Neglect Hotline 1-800-392-3738
            2. Instruct the victim that they will be calling them to get additional information.
            3. BPT will call the customer and get the information to make a mandated report. BPT will make this report by creating an online account https://apps.dss.mo.gov/OnlineCanReporting/default.aspx
            4. Once this is complete email Tennille Nelson and Toni Sneller the date, time and phone number for the interaction.
    2. For individuals calling to report abuse on others, refer customers to the Missouri Child Abuse and Neglect Hotline 1-800-392-3738.

 

Scripts #

    1. Under “Canned Response” library you will find all the approved scripts to use in response to a customer’s text message. Search keywords to find the appropriate response to use.
    2. Once the appropriate response is located, click on the arrow to move the response to the reply box, then hit ‘enter’ and the reply will be sent to the customer.

 

Keywords #

    1. Greeting
        1. Hello, Thank you for contacting the Family Support Division. My name is. I will be happy to assist with your question.
    2. Goodbye
        1. Thank you for contacting the Family Support Division. Have a great day, Good bye.

 

End Message #

    1. To end the message between you and the customer. You will click on the message icon with the line through it.
    2. This will bring up the Wrap up Codes similar to what we use on our other interactions.
        1. Remember to select a Wrap up Code then click done to complete the SMS interaction.

 

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