ASSESMENT 1, 2 AND 3 OAE: new applicant assigned: currently working on an assignment with one of our brands DNU: do not use available: has been interviewed or ended an assignment within the last 6 months unavailable: marked themselves unavailable online adjudication: background need review, need to complete an individualized assessment with CRT LED: anyone can qualify for an interview but those with experience qualify for better jobs better pay rates how should you process the call if a new applicant calls in due to receiving an auto call, email or text - after verifying the branch, schedule an interview (if qualifies) when scheduling an interview, what is the correct statement when advising the applicant to bring documentations - please bring a document or documents which verify your identity and authorization to work in the United States, it is okay to give example, if needed. in if CRM applicant is rejected or archived by the branch (without negative notes) we can cannot reactivate - FALSE when applicants calls in to cancel an interview, you must document the call, archive and advise the applicant to call us back when they are ready to reschedule - TRUE after 3 calendar full notations, this being the 3rd call, you must archive the applicantion - FALSE what is the process when you are looking for duplicate applications - 1. use applicant's first name*last name 2. look at name, phone number, brand, branch, and email address 3. review each one and keep the most updated or the one with negative notes (DNU, CRT-DNU, etc.) 4. send merge request through C2 perform there are multiple websites where applicants can apply, which one is the one we provide in order to see the applications - brand specific site address (Ex. aply.prologistix.com, apply.resourcemfg.com, etc) what action should you take when the calendar is full the 4th time - archive the application-unable to contact-notation and advise the applicant that " we will call you back once what are the three main sections of an applications you must review on every call to determine whats the next step of the process - 1. employment status 2. notes and activities 3. assignments for what reasons would be acceptable to reschedule an interview for 1. extreme weather 2. hospitalization 3. death in family what do you do if an applicant has a DNU status application, but it has been (1 more than 6months) and (2 less than 6months) - more than 6months * review the notes & activities, if the branch leaves a note that the applicant cant be activated, go by the note. if there are no notes available, call the branch to see if we can activate the application less than 6months * read DNU script. if applicant request more details, contact the branch what action you must take for the following statuses: OAE applicant adjudication needs review: (answer) available adjudication complete(answer) DNU- adjudication(answer) previous adjudication DNU'D(answer) OAE Applicant Adjudication Needs Review: Means that they must complete an individualized assessment (IA) through the Centralized Review DNU-Adjudication Complete: Did not pass IA assessment and they may have to wait before they will be eligible again. Available Adjudication Complete: If they are in Available Adjudication Complete: Review notes. You should see a note that says “IA Complete Pass”. This means we can work with them and we update their availability as usual Previously CRT DNU’d: You must call and speak with CRT to see if file can be reactivated. when do you place someone on the availability list? provide at least 3 reasons. 1. when an associate calls in requesting about available positions and has already been finalized 2. when caller has been in the branch in the last 12months for an interview( finalized applicant) 3. if associate ended an assignment within the last 12months 4. when associates ask what jobs, we have available when the applicant receives a job offers, how can you determine that it was from the branch or from SAS. - from the branch: the subject column shows the job offer. also clicking on the owners name will show the branch info *transfer call to the branch - from SAS: the subject column will show SAS dialer or sms * schedule an interview (if qualifies) what actions should you take when the calendar is full 1st time: document an action - prescreen selected - calendar full notation and advise applicant that "we will call you back once we have the next day available" 2nd time: document a phone call - follow up - calendar full notation and advise the applicant that " we will call you back once we have the next day available" what is the process for the following scenarios: running late to the interview less than 10minutes and more than 10minutes. -Less than 10 minutes to appointment time - set the expectation that the branch may not be able to see them if they are late. -More than 10 minutes to appointment time - cancel and reschedule. what process do you follow if an applicant calls in, you've searched for the application, and one is not found. - give brand website if they can and want to do it themselves - offer to start it for them through recruiter assist or brand website only if the do not have access to a computer or do not know how to use a computer when and what qualifies a caller to be transferred to manager/coach - the rule of 3: when you try to explain a process more than 3 times - caller request to speak with a supervisor immediately - caller start cussing or threatening you how should handle a phone call for branches not supported by SAS - contact the branch, if no answer send a return call needed what is the criteria for reactivating VS activating an application? - review application for any negative comments - reactivate: more than 12 months since last assignment or WOTC was e signed - activate: less than 12 months since last assignment or WOTC was e-signed, or finalized if an applicant/associates is struggling to verify any contact information, we can? - hint part of the information (this does not include SSN or DOB) What is the difference between level 1, 2 and 3? - level 1: no experience required - level 2: some experience - level 3: must have experience required **************************************************************************************** ASSESMENT 2 Documentation for associate calling off work - document on assignment level > phone call > job order fulfillment > call off work with universal template > save and close Documentation for associate running late to work - document on assignment level > phone call > job order fulfillment > arrival call with universal template > save and close Documentation for calls regarding information about their paycheck (hours, payrate, etc.) - documentation on application level > phone call > contact center > payroll > mark complete Documentation for calls that does not have its own activity or category (Ex. background check, resume, etc.) - documentation on application level > phone call > contact center > other - must add notes > mark complete what are the 3 source for associates to check their paystubs online - comdata - mobile app - Uspayserv.com what is the process for applicants/associates requesting information for available jobs - document a job listing position question notation - update availability - for specific job posting, advise them to apply and the office will reach out to them if they fit the requirements. what is the process and documentation for logging a check discrepancy - review paycheck > gather all pertinent information > call the branch ( if answer ) > transfer > document a transfer to branch - if branch does not answer > document a application level > check discrepancy using universal template > save and close if an associate is injured on the job, what action should you take. - warm transfer to the branch immediately. if the branch is not available, you must contact the hypercare Q when should you place a return call needed and how many times per day can be documented for the same matter - when the branch need to return a phone call and we are unsuccessful to reach them - calling for a different matter - once per day unless the previous one has been marked complete (same day) what is the process if someone calls to get employment verification - advise to the caller: employbridge uses a 3rd party regarding all income and employment verifications provide phone number social services 800-660-3399 and commercial 800-367-5690 employer code: employbridge - 11462 associates can access to any income verification online @ theworknumber.com when should you transfer a call to the hypercare - the caller starts cursing or threatening you on the phone call - after attempting to assist the caller, they asks to speak with a supervisor immediately - for social security calls - if you need assistance with a call - threats against the branch For what reasons would be acceptable to transfer a call to the branch? Provide 3 reasons. Answer: -Injuries -Client/Company calls -Immediate payroll issues -Notes on file showing branch is attempting to reach them -Drug Test -Background checks -ProveIT assessments how to reset password administration > reset password > reset 1234 > change what is the procedure you follow when an associate is seeking assistance on how to sign up with comdata or set up direction deposit - SAS coordinator can walk associate through the process but cannot complete account or set up direct deposit for them what is the activation code for comdata - social security number with no dashes or spaces how are unemployment calls handle - email for further assistance, toni ward for CA, weather stewart for franchise, and melissa brown for all other brands and cc heather stewart for all emails (using the template attached) what is penn foster and how does it work - how it works? pennfoster will be offered to any current or incoming brand associate who has competed 80 hours with brand as of January 2, 2019 or later what features/services should you advise to the applicant to use the mobile app for? provide at least 3 - update availability - review and accept job offer - view paystubs - call out of work or running late to assignment - refer a friend - schedule an interview if comdata card information is not available or incorrect on profile, we transfer the call to the branch - TRUE we contact the branch for the following: call off work and arrival call (running late to the assignment) - FALSE we contact the branch for the following: discrepancy, ending assignment, call off orientation - TRUE when looing for - FALSE/ we never merge commercial with franchise applications *********************************************************************************** ASSESMENT 3 WHAT IS THE CORRECT DOCUMENTATION FOR CALLS THAT NOT HAVE ITS OWN ACTIVITY OR CATEGORY ( EX. BACKGROUND CHECK, RESUME, ETC.) - document on application level> phone call> contact center> other-must add notes> mark complete WHAT IS THE CORRECT DOCUMENTATION FOR BASIC PAYCHECK QUESTION? - Documentation on application page> phone call> contact center> payroll> brief description> mark complete WHAT IS THE CORRECT DOCUMENTATION FOR DNU CALLS - Documentation application page> phone call> contact center> rejection status questions> brief description> mark complete WHAT IS THE CORRECT DOCUMENTATION WHEN PRESCREENING AN APPLICANT FOR AN INTERVIEW - documentation on application page> action> SAS> prescreened - selected> > prescreen questions> mark complete HOW WOULD YOU HANDLE A CALL IF AN APPLICANT CALLS IN AND STATUS SHOWS "OAE APPLICANT ADJUDICATION - NEEDS REVIEW" - Advise them they need to speak with a member of CRT to complete an assessment - transfer to CRT - warm transfer 45secs then release line for cold transfer WHAT DO YOU IF SOMEONE IS CALLING IN TO CHECK THEIR SICK HOUR BALANCE AVAILABLE? WHERE CAN YOU FIND THIS INFORMATION - sick hour balance can be provided to the associate - click down arrow next to their name on application - click the payroll and HR tile - scroll down to the bottom until you see "sick leave" - advise they can also view on pay stub on mobile app WHAT IS THE PROCESS AND DOCUMENTATION FOR LOGGING A CHECK DISCREPANCY - review paycheck > gather all pertinent information > call the branch ( if answer ) > transfer > document a transfer to branch - if branch does not answer > document a application level > check discrepancy using universal template > save and close WHAT ARE THE 3 SOURCES FOR ASSOCIATE TO CHECK THEIR PAYSTUB ONLINE - comdata - mobile app - Uspayserv.com WHEN SHOULD YOU ACTIVATE OR REACTIVATE AN APPLICATION - ACTIVATE: if wotc was E-signed or interview/last assignment is less than 12months - REACTIVATE: if wotc was E-signed or interview/last assignment is more than 12months what is the difference between level 1, 2 and 3 level 1 - requires no experience level 2 - requires some experience and skill level 3 - requires the most skill and ability; oftentimes a certification WHAT QUALIFIES A CALLER TO BE TRANSFFED TO MANAGER/COACH - the rule of 3: when you try to explain a process more than 3 times - caller request to speak with a supervisor immediately - caller start cussing or threatening you IF AN APPLICANT/ASSOCIATE IS STRUGGLING TO VERIFY ANY CONTACT INFORMATION, WE DO? - hint part of the information (this does not include SSN or DOB) WHAT IS THE PROCESS IF SOMEONE CALLS TO GET EMPLOYMENT VERIFICATION - advise to the caller: employbridge uses a 3rd party regarding all income and employment verifications provide phone number social services 800-660-3399 and commercial 800-367-5690 employer code: employbridge - 11462 associates can access to any income verification online @ theworknumber.com WHAT ACTION SHOULD TAKE WHEN SO MEONE IS LOOKING FOR A JOB, BUT THEIR APPLICATION IS UNDER DNU STATUS FOR 1.MORE THAN 6MONTHS AND 2.LESS THAN 6MONTHS - more than 6months * review the notes & activities, if the branch leaves a note that the applicant cant be activated, go by the note. if there are no notes available, call the branch to see if we can activate the application - less than 6months * read DNU script. if applicant request more details, contact the branch AFTER HOW MANY CALENDAR FULL NOTATIONS - your calendar full notation being the 4th time you till archive the application WHEN APPLICANT CALLS TO BE RESCHEDULED AND WAS SELF-SCHEDULED, WE MUST - Ask the brand level questions, if the brand level is incorrect, please update and make any adjustment before rescheduling - if the branch requires 100% complete and app is not 100% go ahead and reschedule appointment and email leadership that app was not complete (only if rescheduling a self-schedule) WHEN SHOULD YOU PLACE A RETUNR CALL NEEDED AND HOW MANY TIME CAN WE RQUEST IT - when the branch needs to return the phone call and we are unsuccessful to reach them - when calling for a different matter - once per day unless the previous one has been marked complete WHAT FEATURES/SERVICES SHOULD YOU ADVISE TO THE APPLICANT TO USE THE MOBILE APP FOR? PROVIDE AT LEAST 3 - update availability - review and accept job offerS - view paystubs - call out of work or running late to assignment - refer a friend - schedule an interview HOW MANY TIMES ARE WE ALLOWED TO RESCHEDULE AN INTERVIEW - 2 times after the original interview. A 3rd time is allowed only for emergencies (EX. Extreme weather, death in the family, etc.) HOW ARE INJURY RELATED CALLS HANDLED - contact branch immediately. if the branch is not avalable, you must send the call to the hypercare queue. IF YOU ARE UNABLE TO SCHEDULE AN INTERVIEW DUE TO THE APPLICANT NOT BEING AVAULABLE TO ANY OF THE CALENDAR DATESM WE ARCHIVE AND ADVISE THEM TO GIVE US A CALL BACK WHEN THEY ARE AVAILABLE TO SCHEDULE THE APPOINTMENT - TRUE WHEN LOOKING FOR DUPLICATE APPLICATIONS, WE SHOULD ALWAYS KEEP THE 1FRST SUBMITTED APPLICATION - FALSE FOR BRANCHES NOT SUPPORTED BY SAS, WE ARE TO CALL THE OFFICE FOR ASSISTANCE. IF NO ANSWER, LEAVE A RCN ON FILE - TRUE IN CRM, THE APPLICANT NEED TO BE SCHEDULE FO AN INTERVIEW IF HE/SHE HAS BEEN FINALIZED OR ENEDED AN ASSIGNMENT WITHIN THE LAST 6MONTHS - FALSE