Important Steps (WHAT?)

Key Points

(HOW?)

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

SR/SP calls with questions regarding their case

• The Indicators Screen under the Contacts Tab (Indicators & Non-Disclosure Information) indicates that the client has a password set up on their case.
• Ask for a password; if confirmed, move forward with assisting the client.
• If the client can’t remember the password:
• Advise you will have to confirm additional information.
• Confirm government issued identification or driver’s license information on the License Information Screen by following the SW - Job Instruction sheet.
• If confirmed, move forward with assisting the client and/or Proceed to Step 4.
• If the client’s ID or driver’s license is not on file:
• Verify the client’s place of birth and state under Member Demographics > Place of Birth.
• The child(ren)’s full name and date of birth.
• If confirmed, move forward with assisting the client and/or Proceed to Step 4.
• Document in Activity History with T0051 (Phone call from SR) or T0056 (Phone call from SP) that the client could not remember their password and what information you verified to move forward.
• If the client cannot confirm additional information, proceed to Step 2.

If the client’s information is not on file and they are unable to recall the additional information.

• Ask the client to email a clear and legible copy of their government-issued identification or driver’s license, front and back.
• Email to [email protected] with the subject line “Account Password Recovery.”
• Advise the client that once the information is received, someone will call them back to assist them with their case. This action may take up to 2 business days.
• Enter Activity History T0051 (phone call from CP) or T0056 (phone call from SP) documenting that the client could not confirm their password and will email a copy of their identification.
• Advise your lead or supervisor via unit chat that the client will be emailing a copy of their identification for password recovery.
• Provide the customer’s name, their email address, and the AZCARES case number. The email address should match what is in AZCares.
• CSU Only - The lead or supervisor will reach out to Marina Rojo via direct message to advise of an expected email from the customer re: government issued credential for password recovery.
• Operations Only - Please reach out to Marina Rojo via direct message, to advise of an expected email from the customer re: government issued credential for password recovery.
• The mailroom staff will confirm, respond, and upload the credentials to the case the same day or the next day if received after 3:30 pm.

Once the government issued ID is received and confirmed

• Once the document has been confirmed and uploaded to the case, the customer’s call should be returned within 24 business hours.
• Document your actions in Activity History with T0052 (phone call ret to CP) or T0057 (Phone call ret to NCP).
• Update SR/SP License Information Screen with government issued identification or driver’s licenses following the SW - Job Instruction Sheet.
• Proceed to Step 4 if the client wishes to update or remove the password.

If client wishes to update or remove the password

• If the customer wishes to update or remove a password:
• Verify the current password with the customer by following the SW - Job Instruction sheet.
• Update the old password with the new password in the Safe Word/Password box, or
• Completely remove the password.
• Save.
• If the old password is currently located in the Special Handling Indicator/Instruction (SHI).
• Enter the new password in the Safe Word/Password field.
• CSU Only - Send a B0014 to request that the SHI boxes be updated:
• SHI (Indicator): No
• SHI (Instructions): Blank
• If the old password is currently located in the Physical Description fields:
• Remove it, or
• Enter the new password in the Safe Word/Password field.
• Document your actions in Activity History using M3918 (Comments to DCSS Staff).