Sign up process

In order to sign up an applicant the system will ask you to enter some information. The first screen will look like this:

Information Request Details

Personal Information (PII)

The system will request that the Street Team Agent enters the applicant’s information in the following format

Fields marked with an exclamation mark (!) are mandatory

1) Applicant’s legal name

a. What does legal mean?

• If the applicant’s name is Robert and that is the way the name appears in any proof or documents to be used as proof, the only way to enter the name in the application is Robert. No nicknames (E.g. Rob, Bob, Bobby, etc.) or anything else should be added, as the proof and enrollment will get rejected if any alias or nicknames are used.

2) Applicant’s legal last name (same rules as first name apply)
3) Applicant’s date of birth (format is MM/DD/YYYY)
4) Applicant’s last four digits of the SSN

a. Some States require Full SSN, this will be clearly shown in the info section from the Quest App 

5) Applicant’s address
a. No PO Boxes should be added here. Only Physical address can be entered in this step. If the applicant needs the phone to be delivered to a different address, that can be done adding a shipping address. Shipping addresses can be from a relative, friend, general delivery or PO Boxes. Always from the same state

6) If the address provided has an Apartment number, it should be entered here.

7) Applicant’s city will be auto filled by the system, based on the Zip Code entered.

8) The applicant’s State and Zip Code will be auto filled based in the Zip Code entered to check availability.

• After the information has been entered, each section will change its icon for a green checkmark

In the State of California, below the address section, there will be a checkbox that should be checked if the customer was enrolled in the Safelink service within the las 30 days:

Contact Information and Shipping address Information

Below the customer’s PII section, the Shipping address and contact information will be displayed.

1) Is the home address the same as the shipping address?

a. This option will be selected by default, assuming the phone will be sent to the address already provided. In the case the applicant requests the phone to be delivered somewhere else, this option should be selected and enter a shipping address.

A shipping address can be used if:

• The applicant needs the phone delivered in a different address.

• The address entered in the main address field, cannot be validated by the Address validation. In this case, besides following the Address escalation process, the agent will enter a shipping address.

• The shipping address must be a valid US physical address.

• The shipping address can be a friend’s, relatives’, general delivery or PO Box address.

2) Applicant’s contact information (at least one of them: e mail or phone number) should be entered to make sure that, in the need, the customers can be contacted by Safelink Wireless 

Hand Over Symbol

Under the contact information, you will see some information shown along with the following symbol

This symbol means the Street Team Agent has to hand over the tablet to the applicant.

After the applicant has read and acknowledged the information, the next screen will show the list of qualifying programs in the State. To continue with the application creation, a program must be selected. The button will remain greyed out until one or more programs are selected.

Benefit Recipient information

After the program is selected, the Quest App will request to confirm who is receiving the benefit selected.

What does this option mean?

In order to apply for a Lifeline Benefit, any person receiving a government subsided program might be eligible. This includes a minor receiving a program or an adult dependent on another person. If this is the case, the adult responsible or legal guardian (depending on the scenario) will be applying based on the minor or dependent program.
 
The option “Child/Dependent Receives the benefit” should be selected if this applies. The benefit recipient’s information will need to be entered in the following step:

• This is a mandatory step when applying based on benefit recipient’s program.

After this is complete, the hand over symbol will be displayed, as the following screen must be read by the applicant.

• Before having the enrollment created, the system will provide the Delivery and Phone options. Complete information to be found in the Delivery and Phone options section:

After selecting the delivery and phone options and introducing the applicant’s information (and the benefit recipient’s if applicable), the enrollment will be almost created.

Once the ST Agent hits the button, the screen will show a quick view of all the information entered up to that moment.
 
The summary screen, will show the details of the application that is going to be created, which includes the following information:

1) The plan that the applicant will receive

2)The applicant’s name as entered in the application

3) Applicant’s address as entered in the application

4) Applicant’s acknowledgement and acceptance of the information from sections 1; 2 and 3. Each TOS displayed below must be checked and accepted by the applicant.

Under the Application review, the list of TOS will be shown, and each of them needs to be tapped by the customer to accept them after reading.

• The TOS will be checked by the applicant by tapping on them. Once each of the TOS is accepted, they will change their color from red to black.

Next step for the applicant is to hit the I Agree and E-Sign button, located below the Penalty of Perjury. After completing this step, the applicant will have to confirm the e-signature, by clicking the Confirm Signature and Continue button.

In the State of California, the applicant will draw the signature in the tablet, instead of using an electronic signature button. Due to this, the signature section will request the applicant to add the signature and initials in the spaces assigned:

The applicant can draw the signature and add the initials using his fingers or with a stylus pen.

After this step, the Quest App will let the applicant know that the tablet has to be returned to the qualification specialist.