Caller Verification Process

STANDARDIZED WORK - Caller Verification Process

Date/Version: 05/29/2025 v3

Process Owner: Customer Care Team

Review Cadence: Annually

Purpose - To provide clear instruction on the verification process in AZCARES for a client

Step (1,2,3..)	Process Step (list of the critical process steps)	Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.	Greeting	Thank you for calling the Division of Child Support Services, this is ____. How may I help you?
2.	Verification Process	Begin on the Case Screen Confirm callers name and name of other party from the Case Banner Looking at Case Snapshot Check Correspondence Only Scroll to Case Information Check for Responding From the Case Banner, click the hyperlink associated with the caller Using the left hand navigation, go to Indicators Check for Safeword/Password. If one exists, follow the Password Verification++ Standard Work before proceeding. Note: If caller cannot remember password and/or needs to change it, follow the Client Password Recovery Standard Work. Using the left hand navigation, go to Member Information Confirm SSN & DOB (if populated in Genesys pop, no need to ask again) Scroll to Contact Information* and confirm phone number and email address Note: If caller refuses to complete the verification process, follow the Client Refuses Verification Standard Work
3.	Address Verification	Using the left hand navigation, go to Related List then Member Address Verify Residential and Mailing Address If address is the same, change Verification Date for each Click the pencil/edit icon Change Verification Date (current date) Click Save To change their address Select New Enter Address Type (Mailing or Residential) Enter Address Status (Valid) Enter Verification Source (Support Payor or Support Recipient) Enter Verification Date (current date) Scroll to Address Details, click Add/Update Address button Add address and click Validate Select Address and click OK If you get a pop-up that says, “Valid address already exists. Do you want to overwrite?”, select Yes. This will move the previous address to Historic on the address list. **You will have to add and/or update the residential and mailing address separately**

Step (1,2,3..)

Process Step (list of the critical process steps)

Dialogue (clear and simple descriptions, appropriate level of detail for the task)

Greeting

Thank you for calling the Division of Child Support Services, this is ____. How may I help you?

Verification Process

Begin on the Case Screen
Confirm callers name and name of other party from the Case Banner
Looking at Case Snapshot
Check Correspondence Only
Scroll to Case Information
Check for Responding
From the Case Banner, click the hyperlink associated with the caller
Using the left hand navigation, go to Indicators
Check for Safeword/Password. If one exists, follow the Password Verification++ Standard Work before proceeding.
Note: If caller cannot remember password and/or needs to change it, follow the Client Password Recovery Standard Work.
Using the left hand navigation, go to Member Information
Confirm SSN & DOB (*if populated in Genesys pop, no need to ask again)
Scroll to Contact Information and confirm phone number and email address
Note: If caller refuses to complete the verification process, follow the Client Refuses Verification Standard Work

Address Verification

Using the left hand navigation, go to Related List then Member Address
Verify Residential and Mailing Address
If address is the same, change Verification Date for each
Click the pencil/edit icon
Change Verification Date (current date)
Click Save
To change their address
Select New
Enter Address Type (Mailing or Residential)
Enter Address Status (Valid)
Enter Verification Source (Support Payor or Support Recipient)
Enter Verification Date (current date)
Scroll to Address Details, click Add/Update Address button
Add address and click Validate
Select Address and click OK
If you get a pop-up that says, “Valid address already exists. Do you want to overwrite?”, select Yes. This will move the previous address to Historic on the address list.

****You will have to add and/or update the residential and mailing address separately****

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CHANGE LOG
Change Number	Change Proposed	Updated by?	Change Made? Yes/No	Reason	Date Finalized
example	Change font on all pages to pink	Jane Doe	No	Pink not within approved standard font scheme	4/13/2018
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