Vault - Create Enrollment
Step 1 - Greeting to Customer
After clicking on CSR Create, the enrollment creation will commence. In this new version of CSR, you will see that apart from the different sections to introduce the applicant’s information, there will be some scripts that will help agents to conduct the call.
In the first step, agents will be provided with statements to open the call and request the applicant’ first name. There will be a section available to introduce this information:
If agents consider that they don’t need to visualize the scripts and prefer to keep this information hidden, they can click on the Hide scripts button located at the top right corner, on top of the page’s tips.
By clicking on it, the scripts will be elided:
If they wish to revert the changes, agents can add the scripts by pressing on the show scripts button.
If applicants do not wish to provide their first name at this point of the call, agents can leave the box empty and press the Next Step button to continue with the call.
DID YOU KNOW?
Every time one step is completed, it will get grayed out. If for any reason agents need to change a piece of information from a previous step, they will be able to do so by clicking on the Edit button located at the top right corner of the screen.
Step 2 – Coverage Availability
After introducing the applicant’s first name, you will be prompted to enter the ZIP Code:
If the zip code provided belongs to an area where there is service available, the next step will be for the agent to present the first requirement making sure that the applicant receives any of the listed participation programs that will be shown next.
Step 3 – Eligibility Check
A list with all programs available for the selected State will be displayed in this section. Agents should select as many programs as the applicant receives:
If the applicant does not receive any benefit, they can apply through income qualification. To do that, the Income Level title should be pressed. In this way, the program participation will be elided, and the income information will be displayed.
In this section, agents will have to review the corresponding income option depending on the number of members in the household.
Once the first requirement has been covered, agents will have to make sure that there is no other LifeLine benefit in the same household. For this reason, this requirement will be prompted. Agents will have to click on YES or NO depending on the applicant’s answer:
Neither of the buttons perform a specific action. The only difference resides in the message that CSR will display and the indication that the agent will provide to the customer.
Also notice that the button will not be clickable unless all the mandatory information has been provided. If that is the case, the message located at the right side of the button will change:
Step 4 – Personal Information
In this section, agents will introduce the applicant’s PII (personal identifiable information). Bear in mind that not all sections are mandatory, except for the First and Last Legal Name, the DOB and the SSN.
Always remember to introduce the applicant’s legal full name. Alias or abbreviations (Mike, Rob, Bob, Sammy, etc.) are not accepted. The full name has to be introduced as it is shown in the applicant’s SSN card.
Next, agents will have to request the applicant’s physical address, which is the place where the applicant resides either permanently or temporarily:
Agents will have to complete the Address Line 1 and City sections. The Address Line 2 section can be used for adding apartment, floor, or suite number or it can be left blank. Remember to avoid introducing commas or periods.
In the case of an invalid address, agents have to introduce the Physical Address and then another valid address in the shipping address section. It can also be used if the applicant wants to receive the documentation or the cell phone in a different place than their physical address (customer request, invalid physical address several failed attempts to ship the phone, area that is not safe, etc.):
PO boxes are allowed in the Shipping address section. This address should be located in the same State than the physical address and MUST be valid:
Shipping address option can also be used if the main address is valid and deliverable. The customer will be able to use this option in case he/she prefers to receive the package and all further information in a different address (work address, family member, general delivery address, etc.), to make sure to receive it.
Afterwards, the Contact Information section will be available for the applicant to introduce a Phone Number or Email Address (which is mandatory), in case we need to contact them in a future:
Applicants will be presented with the Privacy Law Disclosure, in case they are interested in receiving pre-recorded messages with promotional offers.
Then, the Promo Code section will be available, in case the applicant has any promotional code. If no PromoCode is available, the agent can leave this section blank. Finally, the agents will also be able to select the preferred format to receive notifications (Standard Print, Large Print, and Braille) and between the different languages available (English and Spanish).
If some validations fail, the agent will be presented with the following message to review the information introduced.
If the issue persists, the system will indicate which are the pieces of information that need validation along with some proof samples that the applicant can provide.
Step 5 – Dependent Information
In this section, agents will have to verify who receives the benefit.
Dependents are people who cannot apply on their own (minors, disabled people, etc.) but who do receive a benefit such as Medicaid, Food stamps, etc. and a legal guarding or tutor applies for the Safelink Wireless benefit on their behalf.
For these cases, the legal guardian’s information will be introduced in the Applicant Info section and the information from the person receiving the benefit in the Dependent Information section:
The Unique Eligibility rule states that the Benefit Recipient Information cannot match with the information from any other application, neither as a regular applicant nor as a dependent.
Step 6 – Plan Selection
In this section, agents will have to select the option that the customer wishes to use to apply for the service. The options that are not available will be grayed out:
By selecting the Keep Your Own Smartphone option, agents will have to request the Serial Number of the device to be activated and the Cellphone Carrirer.
If the cell phone is compatible, the system will allow the agent to continue with the enrollment application.
Step 7 – Application Summary
Once agents submit the plan information, they will reach to the Application Summary section, where they will be able to see which Requirements are Approved or still Required.
In the case above, the applicant has the Application Form and the HHW Form Approved, while the rest of the validations are still Required. The CALAD Verification is external and we need to get a response from their side to have it approved. On the other hand, the Program Proof is required because the applicant hasn’t still provided one.
In the case of National Verifier, if the status doesn't change, applicants should refer to https://www.checklifeline.org and verify if they need to create an enrollment from their side from scratch or if they only need to make changes to an existing account.