Job Instruction Sheet: Auto Dialer Wrong Number

Date/Version: (04/16/2025 - v.1)

Process Owner: Customer Care Team

Review Cadence: Annually

Process/Purpose: The Auto-Dialer is a campaign that makes outbound calls to residential phone numbers of SRs and SPs, leaving voicemails or announcements with certain information. While this system can save time and promote promptness of appointments and responsibilities, it has some limitations. For example, when phone numbers change, the call may go to the unintended client.
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Important Steps (WHAT?)

Key Points

(HOW?)

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1

Navigate to the AZCARES Global Search Bar
  • Input the phone number on the search bar and review each case that is displayed.
  • If the phone number lists the same address and phone as the caller’s, the SP may be living at the same address aAus the caller.
  • If the caller does not know an AZCARES case number, search for the phone number using the AZCARES Global Search.
  • If the SP does not live at the same address as the caller, please do the following:
  • Go to the AZCARES Contact Tab for the SP by clicking on the hyperlink of the SP’s name and delete the phone number.
  • Enter a TD030 (AUTO-DIALER REMINDER CALL TO WRONG NUMBER) into the AZCARES Activity History. Include the wrong phone number, the name of the person calling, and how long they’ve had the phone number.
  • NOTE: If the SP lives at the same address but the phone number is different you may still remove the caller’s phone number and ask if the caller has an updated phone number for support payor.