The HHW Pic process is related to the Household Worksheet procedure when it has to be completed through the Street Team application. When the HHW process takes place, the ST agent has to provide the tablet to the applicant for that person to complete it.
While the applicant is answering to the HHW questions, the application will take some photos with the front camera to make sure that the one providing the answers is the applicant and not the ST agent. Those pictures taken by the application are known as HHW Pictures.
Whenever the HHW process is completed successfully and the enrollment gets created, the HHW pics will be forwarded to the BackOffice department for that team to check their validity. Basically, BO agents will be presented with two of the pictures taken by the application and they will have to compare it with the ST agent picture, which will also be provided by the BO Tool. In order to visualize this information, BO agents will have to access to the ST HHWS AGENT AUDIT tab from the BO tool.
Once there, the process is quite simple, BO agents will have to take a look at all the pictures and determine if the applicant’s face is different than the ST agent’s face or not. Depending on the outcome, BO agents will have to choose between three different options:
- Different Faces: The ST agent’s face is different from the applicant’s face, which means that the one who completed the HHW process was the applicant.
- Same Faces: The ST Agent’s face appears in the three pictures, meaning that the one completing the HHW process was the agent and not the applicant.
- No Face: Instead of the applicant’s face, the picture is black, it shows the background, the picture is too blurry to see anyone, etc.
Following, we will see some examples for BO agents to know how to proceed in each case.
Tool Description
Following, we will see the different sections from the ST HHWS AGENT AUDIT:
1) ST Agent’s face: the BO Tool will show the ST agent’s face always at the top left corner.
2) Applicant’s face: as you can see, there will be two pictures. These are the ones that the application takes to the applicant while completing the HHW pr
ocedure.
3) Retrieved Agent: this section will show the ST agent’s promo code.
4) Retrieved Enrollment: it is the enrollment number that belongs to the account that the ST agent created for the applicant.
5) Selection buttons: here, you will find the three different buttons that were introduced in the previous section. These are the three buttons that BO agents will use to provide their feedback depending on what they see in the pictures.
6) Skip button: since we will cover all the scenarios possible, this buttons should not be used by the ST agents.
Scenarios
Different Faces
This will be one of the most common scenarios. Pictures should be clear, in focus and bright enough to make sure that the applicant’s face is not the one of the ST agent. In the following example, we can see that the applicant’s face is centered, the picture is clear and it is evident that the one completing the HHW procedure is not the ST agent:
For these cases, the Different Faces button will have to be clicked. Once done, the BO agent will see that the system will process the information and will carry on with the next document.
Two faces
If a picture shows more than one face, BO agents will have to consider the picture as valid, since one of them may be the ST agent, but the other will surely be the applicant:
The same applies if the applicant appears in only one of the pictures. We will consider this picture enough evidence to consider it as valid, reason why the Different Faces option will be applicable:
A completely different situation is the following. In the picture below, we can see that someone is holding the tablet (probably the Street Team agent) and there is another person in the picture. Although that person is not the ST agent, it is clear that the person is far from the camera and is not looking at it. In these cases, the BO agent should tag the picture using the Same Faces button:
If a picture does not show the entire applicant’s face, but it is obvious that the person is not the Street Team agent, the picture should be tagged with the Different Faces option. In the example below, we can see that the Street Team agent is a woman with long hair and the applicant is a man with short hair, so it is not difficult to determine that the one completing the HHW procedure is not the ST agent:
Same Faces
Although it should not happen, there will be times when the ST agent’s face and the applicant’s one will be the same. In many of these cases, the pictures will not be very clear and it will be difficult to determine if in both cases the picture belongs to the same person. When in doubt, BO agents should select the Same Faces option. Here are some examples:
As we can see in the image below, the ST agent’s hair is different from the applicant’s one, but besides that detail, the eyebrows, the eyes, the nose, the cheeks and the mouth are the same, which will give us the hint that both are the same person:
Here is another example where the picture is not so clear and the ST agent’s face looks like the applicant’s one. When in doubt, these pictures should be tagged with the Same Faces option:
No Face
Sometimes, you will see that the pictures taken do not show any face, reason why the No Face option will have to be selected. Here are some examples:
Camera lens covered
This is a clear example of a camera lens being covered. In neither of both pictures can we see the applicant’s face, so the proof should be tagged as No Face:
Partial Picture
In the following example, we can only see a tiny portion of someone’s face, reason why we cannot determine if the one completing the HHW is actually the applicant. Since most of the picture shows only a background, the option to select is No Face:
Background picture
It will also happen that some pictures will only show a background, a ceiling, the sky, etc. For these cases the No Face option should also be selected:
Picture too dark
Whenever pictures are too dark to look at the applicant’s face, the option to select will be No Face:
Picture too bright
Contrary to the previous example, it may happen that a picture is too bright, reason why BO agents will not be able to see the applicant’s features correctly. For these scenarios, the No Face button should be pressed:
Picture of a picture
If a Street Team agent uploads a picture of a picture, it will be considered a serious offense. Apart from using the No Face option, BO agents should take note of the enrollment and the ST agent’s promo code and provide them to their supervisor, to further investigate the situation:
Picture of a picture
Here is another example where it is evident that the applicant’s face was taken out from a magazine, brochure, etc. Do not forget to report these kinds of scenarios to your supervisor for further investigation:
