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First Contact Resolution SOP

All FSD Team Members will use First Contact Resolution (FCR) during all processing and contacts with customers.

Reference: 5 Steps of FCR

 

First contact Resolution Framework #

Step 1: What Do We Need?

    1. Reference the VERIFICATION MATRIX.
    2. Request required elements only per program policy.


Step 2: Do We Already Have It?

    1. Check ECM, FAMIS, and MEDES
    2. Determine if the required element is already verified.


Step 3: Can We Get It?

    1. Check electronic interfaces.
    2. Help participant verify required elements.


Step 4: Does The Participant Have It?

    1. Ask participant to provide verification at time of processing (LIVE).
    2. Ask the participant to upload the documents to mydssupload.mo.gov if they have access to a computer or if they can upload from their cell phone.
    3. If the participant is able to upload, search the ECM for the client’s DCN to locate the verification.
    4. If participant does not send it within 10 minutes or less, move to Step 5.


Step 5: Can We Call?

    1. Make collateral calls, or 3-Way Calls with the participant, to verification contacts.
        1.  Refer to Making an Outbound Call and scroll down to the 3-Way Calls section in the Cloud User Genesys Guide

            • The participant must be on the line and only ask the third party simple yes or no questions.
            • How to ask: Hello, my name is Jane with the Family Support Division. I have a participant, John Doe, on the line with us, John can you acknowledge you are on the line? John states he works 30 hours a week at $15 per hour, is this correct? (This is a simple Yes or No)
            • How NOT to ask: Hello, my name is Jane with the Family Support Division. I have a participant, John Doe, on the line with us, John can you acknowledge you are on the line? How many hours a week does John work and what is the pay rate? (This is open ended)
            • Note: As a last resort, if simple yes or no questions are not working to verify the information needed, staff can use additional questions techniques for verification.
    2. During the interview, while the participant is on the phone, make a 3-way call to the third party to get the needed verification.
        1. Ask the participant for the third-party number. This may be a number to the employer or a direct cell phone number to a supervisor.
        2. If the participant agrees to a 3-way call but states, the employer will not be able to answer until a later time after the interview is complete. Staff will not contact the employer after the interview has ended. All 3-way calls must be completed during the interview.
            • Staff will pend the application for verification, complete the task marking “PEND” for the outcome, and advise the participant they will need to supply verification.
            • Ex: The interview is being done at 7 a.m. and the participant states the employer will not be available until 9 a.m.
    3. For verification queue: The verification queue does not require an interview, if other information is still needed, calling the participant may be an option to find another way of obtaining the information. Every time a worker touches a case, it is considered an opportunity to move the case toward approval or rejection.

 

 

Pending applications and cases
 #

This is a last resort; workers should only pend cases when steps 1-5 are unsuccessful.

    1. There will be times when applying First Contact Resolution (FCR) principles still does not result in obtaining the needed verifications to finalize the case processing, and the case must be pended for more verifications.  See FAMIS Programs: Outstanding Verification in 03.4 Interviewing/Processing for more information.
    2. In Current, finish up case outcome, then click “Get Next” case.

 

 

Keying as you go
 #

When speaking with participants, BPTs should be working the case as they are speaking with the participant, ensuring no eligibility questions are left unanswered, and system information is updated as they go.

 

If necessary, the BPT may place the participant on hold while updating the system’s data entry eligibility items.

 

 

Keeping the participant on the phone through the duration of the interview or case action
 #

    1. All staff should keep the participant on the phone through the duration of the interview and case processing:
        1. This is helpful for the participant to understand if they were approved or rejected for benefits and allows the BPT to adequately state the expected next steps for the participant, if the case was pended for more information. Ensuring the participant completely understands the next steps and expectations will reduce unnecessary participant calls or visits to local office resource centers.
    2. If a case read is required prior to authorization (i.e., SNAP pre-authorization, or action taken by probationary employee):
        1. Advise the client that the case must be reviewed to ensure accuracy and that you will call the client back to advise them of their eligibility and benefit amount.
    3. If the participant was approved for benefits:
        1. BPT should explain the allotment amount.
        2. How the benefits will be issued to their new or existing EBT card.
        3. Inform the participant of what notices are being sent to verify their approval and should be expected in the next few days.
    4. If the case was denied:
        1. BPT should explain the rejection over the phone.
        2. Inform the participant of any notices that are being sent and should be expected by the participant in the next few days.
    5. If the case is being pended for more information:
        1. Participant must be told specifically what information is needed for the case to be brought to determination.
        2. Inform the participant a notice is being sent with the detailed information about what information is needed to complete the case processing.
        3. When the information must be received by the Agency.
        4. Where/how the information can be returned.
        5. If one task is pended, all other bundled tasks are pended in Current.
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