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WebEx Chat Best Practices

Probationary Staff #

Probationary staff will receive over the shoulder support while processing in OJT. Probationary staff who have completed OJT may begin using chat methods in conjunction with over the shoulder support.

Non-Probationary Staff #

  • Staff are responsible for researching their questions using policy and resources. If unable to locate an answer in a reasonable amount of time, staff can reach out to their supervisory team.
    • It is understood that researching a question may take additional time, but this is best practice for staff to learn and helps decrease supervisor workload.
  • If additional key words are needed to search resources, staff can send requests to their supervisor/program coordinator, who will forward those suggestions to the Training Unit to help improve IM Resources.
  • If supervisor does not respond to staff members question within a reasonable amount of time, follow local office procedure.
  • Limit the amount of local chat rooms/groups, as multiple chat rooms can be more distracting than productive.
  • Do not post DCNs or copies of a customer’s information, documentation, verifications in chat groups.
  • Do not send/respond to personal chats while on a call as screens are recorded in Genesys during calls.
  • It is advised to not reach out to co-workers while on blitz as they could be on a call as well.
    • If the office is not in blitz, continue to proceed with caution when reaching out to a co-worker for help via chat. It is advised to ask if they are on a call before proceeding. If they do not respond to the chat within a reasonable amount of time, assume they are on a call.
  • It is advised to not share screens to a supervisor or co-worker without first asking if they are available and receiving a response.

Supervisor #

  • Supervisor’s highest priority is to support staff. Supervisors deliver a portion of this support through answering questions via WebEx Chat.
  • When staff are asking a question, consider requesting the following:
    • The question
    • Link to the policy
    • Email DCN if applicable
  • Supervisors should acknowledge receipt of the question if unable to respond to the actual question within a reasonable amount of time.
  • Before responding to a question in chat, check Genesys to see if the worker is active on a call.
    • If worker is on a call and the question was not about the customer’s case on the phone, type the answer out in chat, but wait to send the response until workers call is complete. This will help prevent screen-recorded information through Genesys in another customers file.
    • If worker is on a call and the question is about the customer’s case on the phone, attempt best efforts to answer immediately.
  • Attach a link to the resource referenced when answering a question.
  • Record repeat questions and track on a locally maintained FAQ that is shared with all staff and reviewed in Huddles or All-Staff meetings.
  • Advise staff when Supervisors or Program Coordinator are not available and provide backup support contact information.
  • If the staff member is in the office, supervisors should provide in-person support rather than responding in chat when feasible.
  • All-Staff group chats can be used for banner messages such as “A new memo was posted, please take time after your interaction to review this memo.”
    • Limit the use of chat rooms/groups for staff questions as multiple chats can be a distraction.
  • If there is a coaching opportunity, ensure this is done in-person instead of through chat.
  • Training supervisors assisting with OJT will utilize the over the shoulder technique, limiting chat utilization until new staff are complete with OJT.
    • If there is not a training supervisor available, staff in OJT can reach out to another supervisor via chat for assistance.
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