2) Vault - Create Enrollment (California)
Step 1 - Greeting to Customer
After clicking on CSR Create, the enrollment creation will commence. In this 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’s first name. There will be a section available to introduce this information:
By clicking on the Preferred Brand dropdown menu, a list with all the brands will become available for the applicant to select the one that they prefer.
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.
Did you know?
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.
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 CSR 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 selects the Medicaid/Medi-Cal option, they will be requested to provide the Benefit Number ID located in their benefit card.
If the Benefit Number ID is invalid, the following message will be displayed, informing the user that there is an issue with the number provided and that it could not be validated.
If the applicant does not receive any benefit, they can apply through income qualification. In order 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. In the State of California, there will be some additional questions that agents will have to ask in order to complete all the information required in this section:
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 Next Step 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:
Did you know?
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 and/or Email Address (which is mandatory), in case we need to contact them in the future:
Applicants will be presented with the Privacy Law Disclosure, in case they are interested in receiving pre-recorded messages with promotional offers.
If the email provided is already in use, a pop-up will notify the CSR agent. However, applicants will still be able to proceed using the same email, by clicking on Continue Anyways.
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. CSR agents will also be able to select the Preferred Format to receive notifications (Standard Print, Large Print, and Braille) and between the Preferred Languages available (English and Spanish).
If some validations fail, the agent will be presented with the following message to review the information introduced and check for any mistakes.
If the issue persists, the system will indicate which are the pieces of information that need validation as well as the proof samples that the applicant can provide.
CA Special Limitation Alert
If the application is created in California, the following pop-up will be presented for the applicant to be informed about the need to wait a minimum of 30 days between enrollments, in case there is a need to re-do the enrollment process.
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 the information from any other application, neither as a regular applicant nor as a dependent.
Step 6 California LifeLine Benefit Transfer
For applicants who currently have a LifeLine benefit with a different provider and wish to switch to SafeLink, an additional step will be included in the enrollment process. During this step, they will be required to select their current service provider from a dropdown menu.
The system will automatically recognize if the applicant receives a LifeLine benefit with a different provider. For this reason, after selecting one of the options provided, the Next Step button will become available.
Step 7 Additional Information
In the state of California, there will be an additional step to send demographic information from customers in the SPIA methods, which stands for Security and Privacy Impact Assessment. This new method implies adding a new page after choosing if the benefit applies to the customer, a customer’s child, or the customer’s dependent. This is how the page will look like.
As the image above shows, agents will have to explain to applicants that the following questionnaire will help to gather income and demographic information, which will not affect their eligibility.
NOTE: Applicants can also select the ‘Prefer Not to Respond’ option if they do not want to provide a specific answer.
For the first question (What is your Gender?), applicants will be able to select among the following options: Male, Female, Transgender, Non-Binary/Non-Conforming, Prefer Not to Respond. In the second step, applicants will be asked about their race and ethnicity. As shown below, once the Race is selected, the Ethnicity dropdown will become available to select one option from the ones available, if applicable.
In the third step, agents will have to select one of the options provided in the list depending on the combined yearly income that applicants receive in their household. As usual, if the applicant does not want to provide this information, they can select the ‘Prefer Not to Respond’ option located at the bottom.
After answering all questions, the Next Step button will become available to continue with the enrollment process.
Step 8 – Plan Information
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 Carrier.
If the cell phone is compatible, the system will allow the agent to continue with the enrollment application.
Step 9 – Application Review
This section has specific instructions for the NLAD part of the application. In this case, the recording will be made and kept for the Federal portion of the enrollment (like the rest of NLAD states). Applicants have two ways to complete this process:
- If the applicant has access to the internet, they will have to be referred to the Safelink website and log in to their account to complete the enrollment process by accepting the disclosures provided and signing the application. This is the first option that should be provided, since it is the fastest one and there is no need to perform a recording with the applicant.
- If the applicant does not have access to the internet, the CSR agent must provide the second option, in which case a recording will have to be performed for the applicant to review and accept the disclosures provided by the CSR agent.
If the second option is selected, the Application Review Recording option will become available for the CSR agent to perform the recording with the applicant.
Step 10 – Application Summary
At this point, the enrollment creation will be finished. Once agents submit the plan information, they will reach to the Application Summary section, where they will be able to see which Requirements are Approvedor still Required.
Apart from the status of each requirement, CSR agents will find the Enrollment Number that will have to be provided to the applicant for future reference. Once all the proofs and requirements are approved, the enrollment status will change from Pending to Qualified/Enrolled.