3) Eligibility and Personal information

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. 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 select the corresponding income option. 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:

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:

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.