MEMORANDUM

DISCUSSION:

This memo covers four topics:

1. The call center has named their tiers
2. The Interactive Voice Recognition (IVR) system is being upgraded
3. A Family Medical Team (Tier 4) is being developed
4. The Page location in St. Louis is welcomed into the Call Center
5. The Call Center takes on new projects

Tiers are Named

The call center is now referring to their Tiers as Teams.

Below is a list of the Tier names:

• Tier 1 - Customer Service Team
• Tier 2 - Case Review Team
• Tier 3 - Interview Team

Required Action:

• The Call Center will refer to the team name when transferring between Tiers, and when referencing Resource and Processing Centers.
• The Resource Center and Processing Center needs to refer to the Call Center by stating, “Please contact 1-855-373-4636 to receive assistance from one of our team members.”

Interactive Voice Recognitiion(IVR)

The IVR is the system a customer enters when contacting the Call Center. Starting the first of April, system enhancements will allow customers to receive a call back while holding their place in line, tell the customer their estimated wait time and allow the customer to choose options to be directed to the Interview Team. The IVR will not currently tell customers the benefit amount, but this can be found at mydss.mo.gov

Development of the Family Medical Team(Tier 4)

In February, the Cape Girardeau Call Center began processing in MEDES and is currently not taking calls. In addition, the Jeff City Call Center began MEDES training in March. The goal is, by summer, to have the Family Medical Team (Tier 4) handling live calls that require processing. The Customer Service Team (Tier 1) will continue to handle calls that require MEDES inquiry access only.

Page Location

The Page location was welcomed into the Call Center the week of March 22.

There are now 9 call center locations including:

1. Cape Girardeau
2. Hillsboro
3. Kansas City – Midtown
4. Jefferson City – St. Marys
5. St. Louis – Page
6. St. Louis – Jennnings
7. St. Louis – Chouteau
8. St. Charles
9. Boone

The Page Interview Team is currently completing “cold calls” by manually dialing from a list to reach customers to complete interviews. The call center Interview Team completes interviews when a customer calls in.

In May, technology enhancements will be in place to allow the combined team to automatically dial out to customers and to continue to receive incoming calls. These enhancements will also automatically create entries in FAMIS (overnight) when a customer cannot be reached or was reached successfully.

New Projects

The call center continues to take on new projects to allow staff time off the phones and help decrease burn-out rates. In addition to Cape Girardeau and Jefferson City working in MEDES, Chouteau (St. Louis) and Midtown (Kansas City) will begin registering web applications. The call center will continue to find projects that can be handled during low call volumes and eventually give all staff an opportunity to have time off the phones.

NECESSARY ACTION:

• Review this memorandum with all staff.

PL/jj