* 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
2. 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