Transferring Between Tiers SOP

Transferring Between Tiers #

When a call needs to be transferred to Tier 3, staff should first check if the other tier’s queue is full.

You can check the CSC Dashboard for the current wait time.  If the wait time for the queue is longer than the number of hours left in the business day + 3 hours for Tier 3, the queue is full and the transfer will not go through.   The following examples are true if there are at least 50 callers in the queue.  If there are less than 50 callers in the Tier 3 queue, the system does not check the wait times.  A call can get in any time before 4:45pm if there are less than 50 calls in the Tier 3 queue.

• Tier 3 Example: Current time is 2:30 pm.   The wait time is 3 hours. 2:30 pm + 3 hours wait time + 3 hours padding = 8:30 pm.  The transfer should not be completed and the interview should be completed by Tier 1.
• Tier 3 Example: Current time is 9:00 am. The wait time is 1 hour.  9:00 am + 1 hour wait time + 3 hours padding = 1:00 pm. The call CAN get through and the transfer should be completed.
• Tier 3 Example: Current time is 1:30 pm. The wait time is 30 minutes.  1:30 pm + 30 minute wait time + 3 hours padding = 5:00 pm.  The transfer should not be completed and Tier 1 should complete the interview.

No calls should be transferred to Adult Medicaid, Tier 1, Tier 3 Outbound, CX Team or Appointments queues

Interviews #

Tier 1 staff that receive an interview call should transfer the call to Tier 3 unless the queue is full. If the queue is full, Tier 1 staff member should complete the case work needed without transferring.

• • MAGI staff with 3-day training who are unable to complete an interview.
    • • Follow local office procedure created by the Program Coordinator to transfer the call to a staff member within the office that can complete the interview.
      • As a last resort if there is no one available that can complete the interview, the BPT should tell the applicant “Due to high call volumes, I am unable to transfer your call to the interview line at this time. You can call 855-823-4908 to complete your interview. The best time to reach us is in the morning, as we’re often harder to reach later in the day.”

Staff should not try to schedule a call back in Genesys for Genesys to call the participant back. This causes errors in daily reports and when/if the system calls the participant back it will not be from the correct tier.  This will also cause the call to have a very low call priority in the system and the call could get stuck in the queue.

Cancel / Reject or Cancel / Close #

Tier 1 staff will follow the Cancel Reject and Cancel Close guides.  Tier 1 should not transfer the call to another tier.

Web Applications #

If the participant submitted a web application but it has not been registered, staff should verify the web application has been received. Tier 1 staff do not register the application. Enter a EUMEMROL comment with the web application number. Provide the web application number to the participant and transfer the call to Application/Interview queue (Tier 3). Application/Interview team should register the application and complete the interview.