Final Assesment

• 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? Document on application page > Action > SAS > Pre-screened - 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 45 secs then release line for cold transfer

• WHAT DO YOU DO 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 answers) > transfer > document a transfer to branch on application page

if branch does not answer > check discrepancy documentation on application page using Universal Template and including pertinent information

• WHAT ARE THE 3 SOURCES FOR ASSOCIATES 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, 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 & Commercial: 800-367-5690
• Employer code: Employbridge - 11462

Associates can access to any income verification online @ theworknumber.com

• WHAT ACTION SHOULD YOU TAKE WHEN SOMEONE IS LOOKING FOR A JOB, BUT THEIR APPLICATION IS UNDER DNU STATUS FOR 1.MORE THAN 6 MONTHS

1. LESS THAN 6 MONTHS?

   • 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 SHOULD YOU

  • your calendar full notation being the 4th time you will archive the application

• WHEN APPLICANT CALLS TO BE RESCHEDULED AND WAS SELF

  • ask the brand level questions, if brand level is incorrect please update and make any adjustments before rescheduling
  • if 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 RETURN CALL NEEDED AND HOW MANY TIMES CAN WE REQUEST IT?

  • when the branch needs to return the phone call and we are unsuccessful to reach them
  • once per day unless the previous one has been marked complete

• WHAT FEATURES 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 off 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
  • 3rd time is allowed only for emergencies (ex. extreme weather, death int he family, etc)

• HOW ARE INJURY CALLS HANDLED?

  • contact branch immediately. If the branch is not available, you must contact Hypercare Que.

• T/F : IF YOU ARE UNABLE TO SCHEDULE AN INTERVIEW DUE TO THE APPLICANT NOT BEING AVAILABLE TO ANY OF THE CALENDAR DATES, WE ARCHIVE AND ADVISE THEM TO GIVE US A CALL BACK WHEN THEY ARE AVAILABLE TO SCHEDULE THE APPOINTMENT

  • True

• T/F : WHEN LOOKING AT DUPLICATE APPLICATIONS, WE SHOULD ALWAYS KEEP THE FIRST SUBMITTED APPLICATION

  • False

• T/F : FOR BRANCHES NOT SUPPORTED BY SAS, WE ARE TO CALL THE OFFICE FOR ASSISTANCE

  • True

• IN CRM, THE APPLICANTS NEEDS TO BE SCHEDULED FOR AN INTERVIEW IF HE/SHE HAS BEEN FINALIZED OR ENDED AN ASSIGNMENT WITHIN THE LAST 6 MONTHS

  • False