- TO:
- ALL COUNTY OFFICES
- FROM:
- ALYSON CAMPBELL, DIRECTOR
- SUBJECT:
- FSD INFO CENTER
DISCUSSION:
March 29, 2012 was the first day of operation for the IM call center, FSD Information Center. The FSD INFO Center can be accessed directly by calling 855-FSD-INFO (855-373-4636) or by calling the Interactive Voice Response (IVR) line at 800-392-1261. We ask that offices not promote the FSD INFO number until your region rolls out.
Roll Out Schedule:
- March 29, 2012
- Ray, Lafayette & Caldwell (Pilot counties)
- April 16, 2012
- St. Louis Region
- April 30, 2012
- North Region (East Counties)
- May 7, 2012
- North Region (West Counties)
- May 14, 2012
- Kansas City Region
- May 29, 2012
- Southwest Region
- June 11, 2012
- Southeast Region
Customer Service Representatives (CSR's) have been trained to answer questions regarding IM programs, and limited case specific questions. CSR's will not be answering eligibility questions. Specific questions regarding Food Stamps will be routed to a call-center merit employee. When the caller needs more information than the CSR can provide, an email will be generated to the County Office email address. The emails will be brief and identifiable by a name and DCN.
Office Managers will need to develop a procedure to ensure all emails forwarded from the FSD INFO Center are responded to within two business days. Offices will not need to reply to the FSD INFO Center, only to the customer referenced in the email.
It is important that all staff make clear concise comments in FAMIS. To ensure local offices are aware of communication, the FSD Info Center will be documenting brief comments regarding the nature of the call received. These comments are entered in the EUMEMROL section, with FSD Info Center in the subject line.
CSR's are new and learning to address questions as thoroughly as possible. FSD staff is on hand at the FSD INFO Center to assist with the learning process. The calls will be monitored closely throughout implementation and thereafter to ensure customers are being served to the fullest. To assist us with that effort, if an email is received in the county office that could have been handled differently by the INFO Center please do the following:
- If a customer contact is requested in the email, make the contact and follow through with the customer request.
- The Office Manager will then forward the email to fsd.cru@dss.mo.gov with a brief explanation as to how the INFO Center could have handled the call differently.
- All calls are monitored; therefore, the call in question will be reviewed for further evaluation and any necessary action.
NECESSARY ACTION:
- Review this memorandum with appropriate staff
- Develop a procedure to respond to customers, needing additional assistance.
AC/db