Call Center Operations Management Handbook

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Call Center Operations Management Handbook Powered By Docstoc
					                                           MAXIMUS
                            Operations Support Manager




  New Employment Network
  Orientation Teleconference
           Training

Functioning as an Employment Network
                and the
  Ticket to Work and Self-Sufficiency
               Program
                                          MAXIMUS
                           Operations Support Manager




                  Agenda
•   Welcome
•   Resources
•   Ticket Management
•   Requesting Payments
•   Technical Assistance
                                          MAXIMUS
                           Operations Support Manager




         Welcome
Thank you for joining us for the
  New Employment Network
  Teleconference Training.
 We look forward to working
          together.
                                                  MAXIMUS
                                   Operations Support Manager




                 Resources
•   MAXIMUS Operations Support Manager
•   Social Security Administration
•   Benefits Planning, Assistance and Outreach
•   Protection & Advocacy
                                               MAXIMUS
                                Operations Support Manager




MAXIMUS

•   Call Center
•   Technical Assistance
•   Web Site Resources
•   Employment Network Capitalization
    Project
                                                MAXIMUS
                                 Operations Support Manager




Call Center

   Staff available to provide information
       to Beneficiaries, and to assist
           Employment Networks
                                               MAXIMUS
                                Operations Support Manager




Technical Assistance

   Staff available to assist Employment
   Networks with day to day functioning
    within the Ticket to Work and Self-
            Sufficiency Program
               866-968-7842
                                          MAXIMUS
                           Operations Support Manager




Web Site Resources
           Available at
     www.yourtickettowork.com
         EN/VR Services
            Training
                                                                  MAXIMUS
                                                   Operations Support Manager




  Web Site Resources
• Training Modules and PowerPoint Slides
• Courses through Blackboard
     SSA Disability Programs and Work Incentives
     Functioning as an EN
     Requesting Payment
     Management of the Ticket Process
• Guides
     Employment Network Handbook
     IWP Development
     Requesting Payment
• Customized Training Programs
                                                  MAXIMUS
                                   Operations Support Manager




EN Capitalization Project

 The EN Capitalization Project includes an
  EN Capitalization Resource Directory of
information on how to access funding from
government grants, foundations and private
financial capital. Training on the use of this
         resource is also available.
                                              MAXIMUS
                               Operations Support Manager




Social Security Administration
• Area Work Incentives Coordinators
• Area Work Incentives Liaisons
                                                     MAXIMUS
                                      Operations Support Manager




    Benefits Planning, Assistance and
    Outreach (BPAO)
    Provide all SSA beneficiaries with disabilities
 (including transition-to-work aged youth) access to
benefits planning and assistance services. Cooperative
agreements were awarded throughout every State, The
   District of Columbia, and the U.S. Territories of
 American Samoa, Guam, Northern Mariana Islands,
          Puerto Rico, and the Virgin Islands.
                                                     MAXIMUS
                                      Operations Support Manager




  Protection & Advocacy

  Assist beneficiaries with disabilities in obtaining
 information and advice about receiving vocational
      rehabilitation and employment services.
   Provide advocacy or other related services that
beneficiaries with disabilities may need to secure or
            regain gainful employment.
                                                         MAXIMUS
                                          Operations Support Manager




        Ticket Management
• Ticket
• Ticket Eligibility
• Ticket Assignment
     Individual Work Plan
     Continuing Disability Review Protection
• Ticket Unassignment
               MAXIMUS
Operations Support Manager
                                                   MAXIMUS
                                    Operations Support Manager




Ticket Eligibility
• Age 18 to 64
• In current pay status based on disability
• disability that is not designated as a medical
  improvement expected diary review case
                                              MAXIMUS
                               Operations Support Manager




Ticket Assignment
  Assignment is effected by submitting
  a signed and dated Individual Work
     Plan to the Operations Support
                Manager.
                                               MAXIMUS
                                Operations Support Manager




Individual Work Plan

  Described in the Regulations, and the
   Employment Network Request for
                Proposal.
     Assistance available from the
     Operations Support Manager.
                                               MAXIMUS
                                Operations Support Manager




Continuing Disability Review
Protection
 Ticket assignment and active participation
 provide protection from regularly scheduled
               medical review.
                                             MAXIMUS
                              Operations Support Manager




Ticket Unassignment

    The Beneficiary or Employment
   Network may unassign the Ticket by
    submitting written request to the
      Operations Support Manager.
                                                 MAXIMUS
                                  Operations Support Manager




        Requesting Payments
•   When to Request Payments
•   What to Submit
•   Where to Send
•   New Certification Payment Request
    Options
                                                 MAXIMUS
                                  Operations Support Manager




When to Request Payment

    When the Ticket-holder has attained
   the level of earnings necessary for the
    Employment Network to qualify for
                  payment.
    See Guide to Requesting Payments.
                                             MAXIMUS
                              Operations Support Manager




What to Submit

     Payment Request Form available
  from the Operations Support Manager
     (or information requested in the
      form). And evidence of Ticket-
             holder’s earnings.
                                             MAXIMUS
                              Operations Support Manager




Where to Send
MAXIMUS Ticket to Work
Payment Request
PO Box 25105
Alexandria, VA 22313-5105
Or Fax to: 703.683.3289
     Attention “Payment Request”
                                               MAXIMUS
                                Operations Support Manager




New Certification Payment
Request Options
   Once an Outcome Payment has been
  received by an Employment Network,
   there are options available regarding
     submitting evidence of earnings.
    See Certification Payment Request
                  Options.
                                                MAXIMUS
                                 Operations Support Manager




       Technical Assistance
• Ticket Management and Payments
• Employment Network Operations
• Training and Technical Assistance
                                             MAXIMUS
                              Operations Support Manager




Ticket Management and Payments

        Questions regarding Ticket
   assignment, Ticket management, and
                payments
            1-866-968-7842
                                            MAXIMUS
                             Operations Support Manager




Employment Network Operations

   Employment Network reporting, and
         successful strategies
           1-866-968-7842
                                              MAXIMUS
                               Operations Support Manager




Training
  Available to assist your Employment
  Network in understanding all aspects
    of the Ticket to Work and Self-
         Sufficiency Program.
                                                         MAXIMUS
                                          Operations Support Manager




Training Department Contacts

Terry Martin, Manager
    703.236.6602 or 866-968-7842 X 6602
     terrymartin@maximus.com
Michelle Grande, Training Coordinator
    703.236.6618 or 866-968-7842 X 6618
    michellegrande@maximus.com

				
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