Ticket to Work Program Interactive Voice Response (IVR) Ticket Assignability by Phone

Your Expectations for IVR Training To learn how to use the system when you call in Who to contact or where to go when you have questions navigating through the system What to do when the IVR says a ticket is assignable, but it is actually In-Use SVR. How can the EN assign this ticket? 2

Course Objectives List the benefits of using the IVR system. Explain and practice how to dial in and navigate the IVR. Describe the call flow using the five different ticket category options. 3

Benefits 4 24 hours, 7 Days a Week No limit to how many tickets you can check at one time General Inquiries:

How IVR Works with the Ticket Program Automated ticket status information 24 hours a day, 7 days a week An option with your account specialist 5

Progress Check 1 How does the IVR system benefit me and fit within the existing Ticket to Work program? A) It is a tool for speaking with your account specialist 24 hours a day, 7 days per week B) It is a way to receive payments 24 hours a day, 7 days per week C) It is a way to check the Ticket status of a beneficiary 24 hours a day, 7 days per week D) None of the above 6

Dial-In and Navigation Each Organization needs a 5-Digit PIN PIN distributed via Person sent the PIN is the signatory authority o To change your pin o Do not include your PIN in the o Or Call , press 2 and choose option 2 for general questions Dial In: and press option 1 Must have DUNS, PIN, and Social Security Number(s)! 7

Good to know… You have three tries #### does not work Have option to skip over Ticket Number is the same as SSN 8

IVR Ticket Status Terminology Review Assignable Not Assignable Not in Database In-Use SVR Assigned 9

Progress Check 2 To access the IVR system the service provider personnel who calls must be the Signatory Authority. True False 10

Let’s Practice 11 Call Press 1 for ticket assignability Enter DUNS # Repeat Confirm # PIN Confirm # If you are calling for ticket assignability press 1

12 Create and Fax Individual Work Plan Standard Menu To repeat this message press * To enter another ticket press 1 Assignable Not Assignable Not in Database In-Use SVR Assigned

13 Ticket Status Ticket Requirements Beneficiary Helpline Social Security Field Office at: Standard Menu Assignable Not Assignable Not in Database In-Use SVR Assigned

14 Ticket Status Ticket Requirements Beneficiary Helpline Social Security Field Office at: Standard Menu Assignable Not Assignable Not in Database In-Use SVR Assigned

15 Ticket Status Last Assignment State of Assignment Date Case Closure Code Prompt Payment Info Standard Menu Assignable Not Assignable Not in Database In-Use SVR Assigned

16 Ticket Status Ticket Assignment Ticket Assignment Date Standard Menu Assignable Not Assignable Not in Database In-Use SVR Assigned

Progress Check 3 Below is the call flow for the IVR system. Choose the missing step from the choice of three possible steps. Call Press 1 for ticket assignability Enter DUNS # Voice prompt repeats the number Confirm DUNS# Enter a Social Security Number A)Enter your zip code, confirm zip code B)Enter your SSN, confirm SSN C)Enter your PIN number, confirm PIN 17

Key Points To Remember 18 Listed the benefits of using the IVR system Explained and Practiced how to dial in and navigate the IVR Described the call flow using the five different ticket category options

Questions? General Inquiries Payments Help Desk Option 2 19

20 This Completes the Ticket to Work Interactive Voice Response (IVR) Please fill out our brief evaluation of this training which will be sent to you in an from