Job Instruction Email Inquiry Response Process

Date/Version: 04/24/2025 - v.1

Process Owner: CCA

Review Cadence: Annually

Process/Purpose: Provides agents with instructions on how to respond to incoming Customer Inquiries from the DCSS Portal
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

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

Sketches, layouts, digital pictures , etc. that will improve understanding of the job

1

Open AZCares

 
2

Access your assigned inquiries
  • Assigned emails are sent to your DES.Gov email
  • Open the email and click on the blue hyperlink (make sure that your AZCARES hasn’t timed out as this action will take you to AZCares) or copy and paste the inquiry number into AZCARES
 
3

Verify information in the CONTACTS screen
  • Check Passwords under CONTACTS > INDICATORS & NON-DISCLOSURE INFORMATION > INDICATORS, as well as under MEMBER DEMOGRAPHICS
  
4

Write a response
  • Write an email response
  • Start all emails with “Hello”
  • Conclude all emails with “Thank you for contacting DCSS Online.”
DCSS Email General Responses
5

Send response
  • Click “Reply” on the INQUIRY tab
  • Type or paste your reply into the MESSAGE box
  • AZCARES will automatically document your response onto the Activity History
  • If multiple Inquiries, from the same customer on the same case, were answered with one response all of those Inquiries can be included in one Activity History note
  • All Inquiries are noted using codes:
  • T0088 - Email Received From CP
  • OR
  • T0089 - Email Received From NCP
  • Click “Save”
  • Check the “Complete Task” box
  • Click “Save"
 
6

Archive Response
  • On the Inquiry screen check the “Complete Task” box and check that your name is in the “To” box
  • Click “Save”
  • Once the “Save” is complete, click “Archive”
 
7

Update the monthly Emails Worked Log **provided monthly by AA**