Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training OBJECTIVES OF INTRODUCTION By the end of this training, you should: • be fully registered and will have completed all necessary paperwork for the administration of the class. • be familiar with the training facility. • be clear about what they will be taught in this class and how this training will be conducted. • understand the standards, expectations, and attendance policy for this course. • be familiar with the philosophy of the agency and where we are in terms of welfare reform. • be able to discuss the DHR Vision and Mission, DFCS goals, the Right Work Right Way Service Model, and Expectations of DFCS Staff. • have a basic overview of the different programs offered by DFCS (TANF, Medicaid, and FS programs). • be familiar with various non-DFCS programs to assist customers. • understand their responsibility as mandated reporters for Child Protective Services. • be able to identify your individual learning styles PG-1
Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training CALL CENTER FS/FM SUCCESS DAY ONE Introduction Introduction to SUCCESS DAY TWO Understanding the Screening and Registration Process Understanding the Initial Application Process DAY THREE Understanding the Initial Application Process Call Center Responsibilities DAY FOUR Processing Food Stamp Changes DAY FIVE Processing Food Stamp Changes PG-2
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Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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