California LifeLine Telephone Service
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California LifeLine Telephone Service Prequalification Impact on Customer Correspondence September 29, 2008 PowerPoint PPT Presentation


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California LifeLine Telephone Service Prequalification Impact on Customer Correspondence September 29, 2008. List of forms identified as requiring changes Proposed Changes to Instructions Proposed Changes to Denial Letters IVR/Outbound Dialer – No Changes Required Call Center Scripts

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California LifeLine Telephone Service Prequalification Impact on Customer Correspondence September 29, 2008

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California lifeline telephone service prequalification impact on customer correspondence september 29 2008

California LifeLine Telephone ServicePrequalification Impact on Customer CorrespondenceSeptember 29, 2008

  • List of forms identified as requiring changes

  • Proposed Changes to Instructions

  • Proposed Changes to Denial Letters

  • IVR/Outbound Dialer – No Changes Required

  • Call Center Scripts

  • Website Updates


List of correspondence requiring updates

List of correspondence requiring updates

  • Certification form instructions

  • Certification with TTY form instructions

  • Certification disqualification letter

  • Certification correctable denial letter

  • Certification Appeal denial letter

  • Certification Reminder Postcard

  • CPUC overturn letter

  • NOTE: All of the above forms will have to be updated in all seven languages, both regular and large font, as well as Braille

  • NOTE: Verification forms and letters will not require changes


Original instructions

Original Instructions

The red circles indicate areas of major

deletion or updates.


Proposed instructions

Proposed Instructions

The green circles indicate areas of suggested

updates.


Original denial letter

Original Denial Letter

The red circle indicate area of text to be removed


Proposed denial letter

Proposed Denial Letter

The green arrow indicate areas of removed text


Ivr outbound dialer no changes

IVR / Outbound Dialer – No Changes

  • IVR will not require changes to the flow or scripts

  • The same rules that allow access to the IVR and Call Center will remain in place

  • If a new Certification customer wishes to find out why they have not yet received the discount, they can speak to a CSR who will explain the changes to the program

  • Outbound Dialer currently makes no reference to timelines to receive discount


Call center updates

Call Center Updates

  • Training the CSR’s about the new rules requiring pre-qualification

  • New Call Center reason codes for the callers with questions about the new process

  • Updated Call Center procedure manuals


Website updates

Website Updates

  • Home Page

  • Within two to three weeks California LifeLine will mail to you, in a PINK envelope, an enrollment form. In order to maintain your telephone discounts, you must complete the form, sign it, and return it to California LifeLine along with any required income documentation by the due date. If you do not return the completed signed form to California LifeLine by the due date,you will not be considered for the discount.


  • Website updates1

    Website Updates

    • FAQ’s

  • When will my California LifeLine discount begin?

  • You will receive an application that you must fill out and return within 30 days. Your California LifeLine discount will take effect when your application has been reviewed and your eligibility has been verified. A letter notifying you of your eligibility to receive discounted telephone service will be sent to you.


  • Website updates2

    Website Updates

    • FAQ’s

    • Enrollment Instructions

    • You will be mailed a California LifeLine Certification Form that must be completed and mailed back to the California LifeLine Program Administrator within 30 days. If you do not return the completed form, or if you are determined to not be eligible, you will be notified that you did not qualify for the LifeLine telephone discount.  You may reapply for the discount by calling your telephone service provider.


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