What is the normal Processing Time Frame for changes?
30 days
90 days
45 calendar days
15 business days
Caller is reporting a new phone number. Case research indicates all benefits are denied. Where do you report the change?
TIERS
Transfer the call to SLAQ
Action tab in CCI
www.yourtexasbenefits.com
Caller is reporting a temporary address change due to displacement. How should the CCR proceed?
<b>Submit a change for the issuance address.</b>
<b>All of these changes should be submitted.</b>
<b>Submit a change for the Residential address.</b>
<b>Submit a change for the mailing address.</b>
Client is reporting HH member moved out; however, contingency was called for the change portal. How do you proceed?
Refer the caller to www.your texasbenefits.com to submit the change
Record the change in the Call Record
Open Document Center and use a contingency form to submit the change
Mail the caller a form H1019 to report their change
Where can you find the link for the Self Service Change Portal?
CCI
Cisco Finesse
TIERS
State Portal
Some changes require additional questions be asked and documented that are not in the YTB Self Service Portal .
True
False
If the client is reporting a new residential address, you do not have to consider if housing costs need to be updated.
False
True