RFP 311

GSMDDHR Call Flow Date Version Revision Author Description 3/25/2013 1.0 A Initial rough draft call flow. 4/11/2013 1.0 B Updated based on client feedback. 4/16/2013 1.0 C Updates based on client feedback. 4/29/2013 1.0 E Final call flow details. GSMDDHR CallFlow v1.0_revE Rev History Page 1 of 31 GSMDDHR Call Flow If applicable to your application, provide a list of DNIS numbers and corresponding information. This (optional) list is intended to provide additional clarity on the TFNs and DNIS numbers that are part of the IVR system. Description DNIS TFN Additional Information Child Support Payment Line 800-723-9937 Main DHR Number 800-332-6347 Adoption Hotline 800-392-3678 Adult Protective Services 800-917-7383 Energy Hotline 800-352-1446 GSMDDHR CallFlow v1.0_revE DNIS Listing Page 2 of 31 GSMDDHR Call Flow ::Language Menu :: [500] Welcome to the Maryland Department of Human Resources automated information system. [501] Para continuar en Espanol, <Oprima 2> ::001.M01.XXX.XXX :: Temp Message On?Yes::Temp Message1 :: [900] Please listen carefully as the menu options have recently changed. ::002.XXX .XXX.XXX:: ::Main DHR Menu :: [616] For Baltimore County… <Press 1>[502] For information on the Child Support Program, <Press 2>[503] To report abuse or neglect of a child or adult, <Press 3>[504] To report a change such as income , address, or qualifying events, <Press 4>[505] For SNAP or Food Stamps, Cash Assistance, or Medical Assistance Cash , <Press 5>[506] For additional programs and services, <Press 6> [1010 ] To repeat these options, <Press *> ::003.M01.XXX.XXX :: NoIncoming Toll Free Numbers Continue script in Spanish2 All Main Menu Returns Child Support Main2* Report Change4 SNAP / Cash / Medical5 6 Other ProgramsAppData Logging Col5: Option 1: Baltimore County Xfer Option 2: Child SupportOption 3: Abuse/NeglectOption 4: Report ChangeOption 5: SNAP/Cash Assistance 3 ::Transfer to Baltimore County :: XXX-XXX -XXXX ::063 .XXX.GXX .XXX::::Report Abuse Transfer :: 800-917-7383 ::064.XXX .GXX .XXX::1 GSMDDHR CallFlow v1.0_revE Main Menu Page 3 of 31 GSMDDHR Call Flow Main Menu ::Other Programs Menu :: [508] If you are calling regarding Energy Assistance , Locating Shelter or Transitional Housing, <Press 1>[509] For Adoption , Foster Care , or Kinship Care, <Press 2>[510] For Long Term Care, <Press 3>[511] To report employee , welfare or business Fraud, <Press 4>[512] If you are a member of the press or media , please call 410-767-7758 . [1010 ] To repeat these options, <Press *> [1012 ] To return to the main menu, <Press 9> ::004.M01.XXX.XXX:: 2 1 3Main Menu9 Energy Assistance, Housing4* Adoption/ Foster Care::Transfer to Long Term Care :: 877-582-5823 ::005 .XXX.G 01.XXX::::Transfer to Inspector General :: XXX-XXX-XXXX ::006.XXX.G02 .XXX::AppData Logging Col5: Option 1: Energy Assistance Option 2: Adoption/Foster CareOption 3: Long Term CareOption 4: Report Fraud GSMDDHR CallFlow v1.0_revE Other Programs Page 4 of 31 GSMDDHR Call Flow ::Child Support Temp Message :: [901] Optional temporary message . (Recorded through OP) ::007.XXX .XXX.XXX:: Child Support Temp Message On?YesMain Menu ::Child Support Main Menu :: [513] For information about your case you can also visit www.dhr .state .md.us. Click Child Support Enforcement and then eChild Support Electronic Payments . [514] For Child Support within Baltimore City , <Press 1> [515] For payments or other case related information, <Press 2>[516] For general information about child support services, <Press 3>[517] For tax refund intercept information, <Press 4>[518] For all other inquiries, <Press 5> [1010 ] To repeat these options , <Press *> [1012 ] To return to the main menu, <Press 9> ::008.M01.XXX.XXX :: No Authentica- tion2* General C.S. InfoTax Refund Intercept4 3 Transfer5 Main Menu9 ::Transfer to Baltimore City C .S.:: 410-951-8000 ::009.XXX .G00.XXX::1 GSMDDHR CallFlow v1.0_revE Child Support Main Page 5 of 31 GSMDDHR Call Flow ::Case Number Entry :: [519] For information about your case, you must have your nine digit child support case number. Please have your case number ready along with paper and pencil . If you are familiar with this system you may make your selections at any time . [520] Please enter your 9-digit Child Support case number. ::010.A02 .T01.XXX:: ::Last 4 SSN Entry :: [524] Please enter the last four digits of your social security number. ::012.A02 .T02.XXX::::Case Not Found :: [525] The case number you entered was not found.[526] Please try again . 3rd attempt, play these prompts: [525] The case number you entered was not found.[527] Please call back when you have the correct information . ::014.XXX .XXX.XXX:: Child Support Main ::Case Number Confirm:: [521] You entered…<case #>[522] If this is correct, <Press 1>[523] If not , <Press 2> ::011 .M01.XXX.C01 :: 121st,2nd failure Host Transaction to Xerox Input : Case #Not FoundCase Found While transaction is processing, callers will hear : [645] Please hold while we access your information. 3rd Failure ::SSN Entry Confirm :: [521] You entered…<SSN #>[522] If this is correct, <Press 1>[523] If not , <Press 2> ::013.M01.XXX.XXX:: 1, Case Lookup2 Error, Timeout , Unknown ResponseTransferCase InfoEnd Call GSMDDHR CallFlow v1.0_revE Authentication Page 6 of 31 GSMDDHR Call Flow ::Case Info Menu :: [528] For payment or accounting information, <Press 1> [529] For court hearing or case status information, <Press 2> [530] For information on another case, <Press 3> [1010 ] To repeat these options , <Press *>[531] To return to the main Child Support menu , <Press 8> ::015.M01.XXX.XXX :: 1 Court Hearings / Case Status23* Authentica- tionAuthentication Child Support Main8All Case Info Menu Returns Collection Menu GSMDDHR CallFlow v1.0_revE Case Info Page 7 of 31 GSMDDHR Call Flow ::Collection Menu :: [532] For the amounts and dates of collections, <Press 1> [533] For the amount of the support order and the date payment is due, <Press 2>[534] For the total balance on your case, <Press 3>[535] For the arrears amount in each of your accounts, <Press 4>[1010 ] To repeat these options , <Press *>[1011 ] To return to the previous menu , <Press 8> ::016.M01.XXX.XXX :: Case Info Case Payments1 Order Information2,3,4* Case Info8 GSMDDHR CallFlow v1.0_revE Collection Menu Page 8 of 31 GSMDDHR Call Flow ::Case Payments :: [536] For the last payment disbursed to the payee, <Press 1> [537] For the last four payments disbursed , <Press 2>[538] For a summary of Child Support payments retained by the State to offset State benefits,<Press 3> [1010 ] To repeat these options , <Press *> [1011 ] To return to the previous menu , <Press 8> ::017.M01.XXX.XXX :: Case Info Last Payment1 Last 4 Payments23Case Info8 * ::Payments Retained by State :: [539] Child Support payments were retained during the month of... <Month and Year > [540] ...in the amount of… <Payment-AMT> If no payments returned, play: [541] There are no payments for this case. [1013 ] To repeat this information, <Press *> [542] For information on how to contact your local child support agency, <Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::018.M 01.XXX.XXX:: 2* C.S. Office Lookup1 Authentica- tion3 Case InfoHost Transaction to Xerox. Input: SIE 5 GSMDDHR CallFlow v1.0_revE Case Payments Page 9 of 31 GSMDDHR Call Flow Case Payments ::Last Payment :: [544] The most recent payment was made on ... <Payment-DT > [540] ...in the amount of… <Payment-AMT> [545] ...via… <Payment-SRC>No Payments PaymentPayment Data from Case specific return . [541] There are no payments for this case.Host Transaction to Xerox . Input: SIE4 ::Last Payment :: [1013 ] To repeat this information, <Press *>[542] For information on how to contact your local child support agency,<Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::019.M 01.GXX .XXX::<*> 2A Case InfoA C.S. Office LookupAuthentica- tion3 1 GSMDDHR CallFlow v1.0_revE Last Payment Page 10 of 31 GSMDDHR Call Flow Case Payments [541] There are no payments for this case. [546] The following are the last four payments made on this case. [547] You may press the pound key at any time to interrupt this message and return to the previous menu .Payment Data from host transaction . Count + 1 A ::Last 4 Payments :: [544] The most recent payment was made on ... <Payment-DT > [540] ...in the amount of… <Payment-AMT>[545] ...via… <Payment-SRC> ::020.XXX .GXX .XXX:: Count > 4 Or # pressed? AYesIf less than 4 payments returned, play: [548] There are no additional payments made on this case. NoHost Transaction to Xerox . Input: SIE4 No Payments ::Last 4 Payments :: [1013 ] To repeat this information, <Press *>[542] For information on how to contact your local child support agency , <Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::020.M01.GXX .XXX:: 2BB <*> Case InfoC.S. Office Lookup1 Authentica- tion3 GSMDDHR CallFlow v1.0_revE Last 4 Payments Page 11 of 31 GSMDDHR Call Flow ::Support Order Info :: [549] The amount due for court order ... <CRTORD-NUM> [550] ...is…<SOA-Amt>Optional: [551] ...and is due on a... <CRTORD-FREQ>[552] ...basis.[553] The next payment is due on…<Next-Due-Date>**Repeats for each court order presented .** [554] The total balance owed on this court order is... <ACCT-BAL-AMT> If no Support Order Data Returned: [555] No accounts are associated with this case. ::021 .XXX.GXX. XXX:: 2Host Transaction to Xerox . Input: SIF7 Case InfoAuthenti - cationC.S. Office Lookup12 ::Total Balance :: [556] The total balance owed on this case is ... <CASE-BALANCE> If no Balance Data Returned: [541] There are no payments for this case. ?? ::022 .XXX.GXX. XXX:: ::Support Order Menu :: [1013 ] To repeat this information , <Press *>[542] For information on how to contact your local child support agency , <Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::024.M01.XXX.XXX::::Arrears Amounts :: [557] The arrears in this case are… <ACCT- TYPE > [540] ...in the amount of… <ACCT- BAL-AMT>. **Repeats for up to five accounts presented.** 023.XXX.GXX .XXX:: 3Is this information on this page worded correctly? Have I missed anything related to support order info playback?34 A *Collection Menu Host Transaction to Xerox . Input: SI58 Host Transaction to Xerox . Input: SI67 Repeat appropriate information above.This is the current IVR response (541) but it doesn’t seem correct. If balance = $0, wouldn’t we just state that? Why is 541 needed? GSMDDHR CallFlow v1.0_revE Order Information Page 12 of 31 GSMDDHR Call Flow Case Info ::Hearings Scheduled :: If no Hearings Data Returned: [562] There are no court hearings scheduled for this case . [1013 ] To repeat this information, <Press *>[542] For information on how to contact your local child support agency , <Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::025.M 01.GXX .XXX::::Hearings Scheduled :: <Hearing-Code> ( Appropriate prompt plays) is set for...<Date>[560] ...at…<Hearing-Time>[561] ...in…<Hearing-Location> ::025.XXX .XXX.XXX::Hearing Scheduled? Yes A* Case Info2A No::Hearings /Case Status Menu :: [558] For information about your court hearing date,<Press 1>[559] For the current status of your case, <Press 2> ::025.M01.XXX.XXX :: ::Case Status :: [563] This case is... <STATUS> [564] ...and… <CURRENT- FUNCTION > <SERVICES-RQD> [1013 ] To repeat this information, <Press *> [542] For information on how to contact your local child support agency , <Press 1>[543] For other information on this case , <Press 2>[530] For information on another case , <Press 3> ::026 .XXX.GXX. XXX::12 Case Info2* 1 C.S. Office LookupAuthentica- tion3C.S. Office LookupAuthentica- tion1 3Host Transaction to Xerox. Input : SI2THost Transaction to Xerox. Input: SI2 S GSMDDHR CallFlow v1.0_revE Hearings / Case Status Page 13 of 31 GSMDDHR Call Flow ::General Child Support Information :: [565] If you are owed or are receiving child support, <Press 1> [566] If you are paying child support, <Press 2>[567] For information on how to make payments, <Press 3>[568] For local Child Support Agency office hours and locations in your county, <Press 4> [1010 ] To repeat these options , <Press *> [1011 ] To return to the previous menu , <Press 8> ::027.M01.XXX.XXX :: Child Support Main ::Owed /Rec C.S. Info:: [569] If you have not received a child support check in the past 30 days or would like to report new or changed information about yourself or the person who owes child support, such as social security number, change of address or place of employment, you may speak to a Customer Care Representative by pressing 5 from the main menu . [1013 ] To repeat this information , <Press *>[1011 ] To return to the previous menu , <Press 8>[644] To return to the Child Support main menu , <Press 9> ::028 .M01.XXX.XXX::::Paying C. S. Info:: [570] To request a listing of the payments made over a specific period of time or to inquire about an investigation on your child support case for other reasons, press 5 from the main menu to speak to a Customer Care Representative . Please be advised that failure to make child support payments on time will result in enforcement actions being taken.[1013 ] To repeat this information, <Press *>[1011 ] To return to the previous menu , <Press 8>[644] To return to the Child Support main menu , <Press 9> ::029 .M01.XXX.XXX::::Making Payments Info :: [571] If you are employed, a wage lien should be placed on your earnings. If you are making payments by check or money order, please mail your payments to the Maryland Child Support Account, P O Box 17396 , Baltimore, MD 21297. Please make sure to include your case number on your check or money order. [1013 ] To repeat this information , <Press *>[572] To make a payment using your checking or savings account , <Press 1>[573] To make a payment using your credit card, <Press 2>[1011 ] To return to the previous menu, <Press 8> ::030.M 01.XXX.XXX::C.S. Office Lookup4 3 2 1Child Support Main8 * A 8A 8* **::Transfer to ExpertPay :: 1-866-645-6347 ::031 .XXX.GXX. XXX::1 ::Transfer to Credit Card Payments :: 1-866-645-6348 ::032 .XXX.GXX. XXX::2 Child Support Main9 9A 8 GSMDDHR CallFlow v1.0_revE General Child Support Info Page 14 of 31 GSMDDHR Call Flow Child Support Main ::Tax Intercept Info :: [615] If your child support payments are in the arrears, you may have been certified for interception of your state and federal income tax refunds. To file an appeal, please press 5 from the main menu and speak to a Customer Care Representative who will provide information on how to obtain the necessary forms to properly file an appeal. [1013 ] To repeat this information , <Press *> [644] To return to the Child Support main menu, <Press 9> ::050 .M01.GXX .XXX:: Child Support Main9* GSMDDHR CallFlow v1.0_revE Tax Refund Intercept Page 15 of 31 GSMDDHR Call Flow ::C.S. County Entry :: [574] For the Baltimore City Child Support office, please call 410-951-8000 . [575] For all other counties, please use your telephone keypad to enter the first two letters of your county name. [576] For example , for Kent County , you would press the “K” key and then the “E” key, or five , three respectively. Please press the keys now for the county you want . ::033.A01.TXX. XXX:: Found ? [577] The letters you entered do not match any of the Maryland counties . [526] Please try again . 1st, 2nd Attempts End Call[577] The letters you entered do not match any of the Maryland counties . [527] Please call back when you have the correct information .Lookup to local Office table . No 3rd Attempt::C.S. County Office Information :: [578] You selected… <county name > [579] The office is located at... <county address prompt>**Individual county prompt plays Address and Office Hours information** If more than one office , play: [580] Another office is located at… <county address prompt> [1013 ] To repeat this information, <Press *> [581] To obtain information on another county, <Press 1>[1011 ] To return to the previous menu, <Press 8> ::034.M 01.GXX.XXX::Yes1Gen C. S. Info Return to Previous Menu8 Callers coming from any case related information playback menu, return to Case Info Menu.More than one county ?No County MenusYesCounty Menus * GSMDDHR CallFlow v1.0_revE C.S. Office Lookup Page 16 of 31 GSMDDHR Call Flow 19::Energy Assistance /Housing Menu :: [582] For information on home energy programs , <Press 1> [583] For locating shelters or transitional housing , <Press 2>[584] For information on how to apply for benefits , <Press 3>[585] To file a complaint , <Press 4> [1010 ] To repeat these options , <Press *> [1012 ] To return to the main menu, <Press 9> ::035.M01.XXX.XXX :: 2 4 Energy Assistance DetailsMain Menu::Shelter/Housing Info :: [586] If you are homeless and in need of Shelter or Transitional Housing , please contact your Local Department of Social Services for availability. The Office is open Monday through Friday, from 8: 30 am to 4: 30 pm . [587] To look up your local Department of Social Services Office number , <Press 1> [1011 ] To return to the previous menu, <Press 8> ::036.M01.XXX.XXX::::How To Apply OHEP :: [588] OHEP is a year around program and you may apply for MEAP or EUSP at any time during the program year. You do not need a turn -off notice or be off service to apply . Applications are accepted from July thru May 31. Application process may take up to 45 days or more depending on the volume of applications received at the local office . You may apply in person by visiting the local office in your County or by US mail . For additional information or to download an OHEP application and brochure , please visit www. dhr.state .md.us\ohep or call your local office by phone. If you have a disconnect notice or are already off service, you must call your local office immediately for assistance. It is important that you continue to make payments on your energy bill in order to avoid termination of service . The grant does not pay the entire bill . [1013 ] To repeat this information, <Press *>[1011 ] To return to the previous menu , <Press 8> ::037.M01.GXX .XXX::*Other Programs DSS Phone # Lookup1 A8A 3 Transfer to 410- 767-7140 GSMDDHR CallFlow v1.0_revE Energy Assistance/Housing Page 17 of 31 GSMDDHR Call Flow ::Energy Assistance Detail :: [592] If you or someone you know needs help paying home energy bills, the Office of Home Energy Programs (or OHEP) can help . OHEP programs assist Maryland families in making their energy costs affordable. OHEP helps in two ways. The Maryland Energy Assistance Program ( or MEAP ) provides heating assistance benefits to fuel suppliers and utility companies on behalf of eligible applicants. The Electric Universal Service Program ( or EUSP) provides assistance with electric bills, whether it is for heating or cooling needs. You are strongly encouraged to apply before a crisis occurs . You do not need a utility turn -off notice to apply. [593] OHEP will also refer eligible customers to the Weatherization Assistance Program, which is offered through the Department of Housing and Community Development . For additional information on weatherization call 1-855-583-9876 . [594] The following items are needed to complete the energy assistance application process: A copy of a photo identification card for the applicant; Proof of residence ; Copies of social security cards for all household members including children; Proof of your household’s total gross income for the last 30 days from all sources of income ; A copy of your most recent utility bill ; Name and account number of your fuel supplier, if you have one; and, If you rent , a copy of your lease. [595] If your application for energy assistance is approved, there is an estimated processing time of forty- five ( 45) days or more for your energy supplier to receive your benefit . If your utility services have been terminated due to an outstanding bill or you have a termination notice or you are out of fuel, please contact your local office of Home Energy Programs immediately for information and assistance. [1013] To repeat this information, <Press *> [1011] To return to the previous menu, <Press 8>[1012] To return to the main menu, <Press 9> ::039.M 01.GXX .XXX:: *Energy Assistance/ Housing Main Menu9 8::Energy Assistance Menu :: [589] Welcome to the Energy Assistance section of the Maryland DHR Constituent Services automated system. For detailed information on the Office of Home Energy programs , <Press 1 > [590] To obtain the address and telephone number of your local Office of Home Energy Programs, <Press 2 > [591] To speak with a customer service representative , <Press 3 > [1010 ] To repeat these options , <Press *>[1012 ] To return to the main menu, <Press 9 > ::038.M01.XXX.XXX:: 1*Energy Office Lookup Main Menu92 3 AA Transfer to 410- 767-7140 GSMDDHR CallFlow v1.0_revE Energy Assistance Details Page 18 of 31 GSMDDHR Call Flow ::OHEP County Entry :: [596] This automated service will provide you the address and telephone number of your local Office of Home Energy Programs . Please have a pen and paper handy so that you can write down the address and phone number.[597] Using your telephone keypad, enter the first two letters of your county name . [576] For example , for Kent County, you would press the “K” key and then the “E” key , or five , three respectively. Please press the keys now for the county you want. ::040 .A02.TXX.XXX:: Found ? [577] The letters you entered do not match any of the Maryland counties . [526] Please try again .1st, 2nd Attempts End Call[577] The letters you entered do not match any of the Maryland counties . [527] Please call back when you have the correct information .Lookup to local Office table . No 3rd Attempt::OHEP County Office Information :: [578] You selected… <county name > [579] The office is located at... <county prompt>**Individual county prompt plays Address and Phone Number** [1013 ] To repeat this information, <Press *>[581] To obtain information on another county, <Press 1>[1011 ] To return to the previous menu, <Press 8> ::041.M01.GXX .XXX::Yes1 8More than one county ?No County MenusYes *Energy Assistance Details Multiple offices in county? OHEP Offices Multiple Energy Assistance DetailsOHEP Offices Multiple No YesCounty Menus GSMDDHR CallFlow v1.0_revE Energy Office Lookup Page 19 of 31 GSMDDHR Call Flow ::Multiple OHEP Offices :: [578] You selected… <county name> [598] There are… <# of offices> [599] ...offices that serve this county . <County prompt > **Individual county prompt plays Address and Phone Number** [1013 ] To repeat this information , <Press *> ::Multiple OHEP Offices :: [600] To hear the next office location , <Press 1>[581] To obtain information on another county, <Press 2>[1011 ] To return to the previous menu, <Press 8> ::042.M01.XXX.XXX::More offices to play? Yes::Multiple OHEP Offices After :: [601] That’s all of the offices for this county . [602] To hear the offices again, <Press 1>[581] To obtain information on another county, <Press 2>[1011 ] To return to the previous menu, <Press 8> ::043 .M01.XXX.XXX::1Energy Office Lookup * No Energy Assistance DetailsPressing 1 takes caller back to County Prompt. Energy Office Lookup8 21 Energy Office Lookup8 2Pressing 1 takes caller back to County Prompt. Energy Assistance Details GSMDDHR CallFlow v1.0_revE OHEP Offices Multiple Page 20 of 31 GSMDDHR Call Flow ::Adoption/ Foster Care Menu :: [603] For information on Adoption, <Press 1> [604] For Foster Care , <Press 2>[605] For Foster Care payment inquiries , <Press 3>[606] For Kinship Care , <Press 4>[607] For information on a birth parent or sibling , <Press 5>[608] For information on group homes , <Press 6>[1010 ] To repeat these options, <Press *>[1012 ] To return to the main menu, <Press 9> ::044.M01.XXX.XXX :: ::Adoption Process Info :: [611] If you are inquiring about becoming an adoptive parent, please contact the adoption representative at your local Department of Social Services. The office is open Monday through Friday, from 8:30AM to 4:30PM. [610] To obtain their phone number,<Press 1>[1013 ] To repeat this information , <Press *>[1011 ] To return to the previous menu , <Press 8> ::046.M01.XXX. XXX::3 Main Menu9 1 ::Birth Parent /Sibling Application Process :: [613] If you are an adoptee over 21 years of age , trying to locate your birth parent or sibling,<Press 1>[614] If you are a birth parent who has placed your child for adoption and have questions regarding that matter, <Press 2>[1013 ] To repeat this information, <Press *>[1011 ] To return to the previous menu , <Press 8> ::048 .M01.XXX.XXX::5 6*Other Programs ::Foster Care Process Info :: [612] If you are inquiring about becoming a foster care parent, please contact the foster care representative at your local Department of Social Services. The office is open Monday through Friday , from 8:30AM to 4:30PM. [610] To obtain their phone number , <Press 1>[1013 ] To repeat this information, <Press *>[1011 ] To return to the previous menu , <Press 8> ::047 .M01.XXX.XXX::2::Kinship Care Process Info :: [609] If you are inquiring about taking care of a relative’s child who is in the care and custody of the local Department of Social Services, please contact the Kinship Care office at your local Department of Social Services. The office is open Monday through Friday, from 8:30 AM to 4:30PM. [610] To obtain their phone number,<Press 1>[1013 ] To repeat this information , <Press *>[1011 ] To return to the previous menu , <Press 8> ::045.M01.XXX. XXX:: ::Transfer to Governor’s Group Home Hotline :: 866-718-5496 ::049.XXX .GXX .XXX::::Transfer to Chessie Hotline :: 877-347-2729 ::063.XXX .GXX .XXX::4 * Office Phone Lookup1 A8A

• * *

Office Phone Lookup1 1A 8 A 8 Transfer to 410- 767-77951, 28 GSMDDHR CallFlow v1.0_revE Adoption-Foster Care Page 21 of 31 GSMDDHR Call Flow Main Menu ::Report Change :: [617] For Baltimore City, please report any income changes or other changes to the Baltimore City Change Center at 410- 244-3300 . [618] For Baltimore County , please report changes to the Baltimore County Change Center at 410-853-3077. [619] For all other customers , please report any income changes or other changes to your caseworker . [1013 ] To repeat this information, <Press *> [1012 ] To return to the main menu, <Press 9> ::051 .M01.GXX .XXX:: Main Menu9* GSMDDHR CallFlow v1.0_revE Report Change Page 22 of 31 GSMDDHR Call Flow ::SNAP, Cash , Medical Assistance Menu :: [584] For information on how to apply for benefits, <Press 1> [621] For expedited food stamps , <Press 2>[622] For missed appointments, <Press 3>[623] For a replacement card, <Press 4>[585] To file a complaint, <Press 5>[625] For status of an application or closed case, <Press 6>[1010 ] To repeat these options, <Press *>[1012 ] To return to the main menu, <Press 9> ::052.M01.XXX.XXX:: Main Menu ::SNAP How To Apply :: [626] Anyone can apply for assistance . However, the Local Department of Social Services will determine if you are eligible. You can apply on line at www.marylandsail .org or you can apply in person at the Local Department of Social Services in the jurisdiction where you live . Please keep in mind that the application process typically takes about 30 days, but could take longer. You will be notified by mail of your eligibility . [1013 ] To repeat this information , <Press *>[627] To locate your local Department of Social Services Office, <Press 1>[1011 ] To return to the previous menu , <Press 8> ::053 .M01.GXX .XXX:: ::Expedited SNAP :: [628] Every Food Stamp application will be automatically considered for expedited food stamps. If deemed eligible, your food stamp benefits will be issued within 1 to 7 working days . [1013 ] To repeat this information , <Press *>[627] To locate your local Department of Social Services Office, <Press 2>[1011 ] To return to the previous menu , <Press 8> ::054.M01.XXX. XXX::::Replacement Cards :: [630] If your card has been lost or stolen, please call 1-800-997 -2222 to report it. The waiting period may take up to 20 days for you to receive your new card . [1013 ] To repeat this information, <Press *>[1011 ] To return to the previous menu , <Press 8> ::055.M01.GXX .XXX::1 ::Missed Appointments :: [629] If you have missed a scheduled appointment , or anticipate missing a scheduled appointment, please contact your caseworker immediately. Failure to notify your caseworker might result in a discontinuation of benefits . ::XXX.XXX.XXX .XXX::::File Complaint :: [631] If you would like to file a complaint regarding your case , you will need to contact your local Department of Social Services office . The office is open Monday through Friday , from 8:30AM to 4:30PM. [610] To obtain their phone number , <Press 1>[1011 ] To return to the previous menu, <Press 8> ::056.M01.XXX.XXX::Transfer Main Menu6 9 * 1 A 8A A A8 DSS Office Lookup1A 8** A8 1A 2 3 4 5* Office Phone LookupDSS Office Lookup GSMDDHR CallFlow v1.0_revE SNAP, Cash, Medical Page 23 of 31 GSMDDHR Call Flow ::DSS County Entry:: [632] This system will provide the main DSS office for your county. Please contact them for further information as additional office locations may be available.[597] Using your telephone keypad, enter the first two letters of your county name . [576] For example , for Kent County, you would press the “K” key and then the “E” key, or five , three respectively. Please press the keys now for the county you want . ::057.A02.TXX. XXX:: Found ? [577] The letters you entered do not match any of the Maryland counties . [526] Please try again .1st, 2nd Attempts End Call[577] The letters you entered do not match any of the Maryland counties . [527] Please call back when you have the correct information .ETL Lookup to local table . No 3rd Attempt::DSS Office Lookup :: [578] You selected… <county name > [579] The office is located at... <county prompt>**Individual county Address prompt plays ** [1013 ] To repeat this information, <Press *> [581] To obtain information on another county, <Press 1> [1011 ] To return to the previous menu, <Press 8> ::058.M 01.GXX.XXX::Yes1 Return to Previous Menu8More than one county ?No County MenusYesCounty Menus *SNAP , Cash , MedicalAdoption/ Foster Care GSMDDHR CallFlow v1.0_revE DSS Office Lookup Page 24 of 31 GSMDDHR Call Flow ::Program County Entry:: [597] Using your telephone keypad, enter the first two letters of your county name . [576] For example , for Kent County, you would press the “K” key and then the “E” key, or five , three respectively. Please press the keys now for the county you want. ::059.A02.TXX. XXX:: Found ? [577] The letters you entered do not match any of the Maryland counties . [526] Please try again .1st, 2nd Attempts End Call[577] The letters you entered do not match any of the Maryland counties . [527] Please call back when you have the correct information .ETL Lookup to local table . No 3rd Attempt::Program Office Number Lookup :: [578] You selected… <County name> [633] The office telephone number is… <Telephone # from table > If two numbers listed, play: [634] ...or... <Telephone # from table > [635] If you are unable to contact your Local Department of Social Services , please contact the Maryland Department of Human Resources at 410 -767-7140 . [1013 ] To repeat this information, <Press *>[581] To obtain information on another county, <Press 1>[1011 ] To return to the previous menu, <Press 8> ::060.M 01.GXX.XXX::Yes1 Return to Previous Menu8More than one county ?No County MenusYesCounty Menus *SNAP , Cash , MedicalAdoption/ Foster Care GSMDDHR CallFlow v1.0_revE Office Phone Lookup Page 25 of 31 GSMDDHR Call Flow ::22 County Menu :: [636] The keys you pressed represent more than one county . [637] For Baltimore City, <Press 1> [638] For Baltimore County, <Press 2>[639] For Calvert County, <Press 3>[640] For Caroline County , <Press 4>[641] For Carroll County, <Press 5>[1010 ] To repeat these options, <Press *> ::061.M01.XXX.XXX ::C.S. Office Lookup “22” Counties ::42 County Menu :: [636] The keys you pressed represent more than one county . [642] For Garrett County, <Press 1>[643] For Harford County, <Press 2> [1010 ] To repeat these options, <Press *> ::062.M01 .XXX.XXX::“42” Counties Note choice and continue.1-5 1-2* * Return to Previous MenuEnergy Office LookupDSS Office LookupOffice Phone Lookup GSMDDHR CallFlow v1.0_revE County Menus Page 26 of 31 GSMDDHR Call Flow Transfers Holiday? Transfer to Call CenterCall Center Available Flag Yes::Emergency Closed Message:: [997] Thank you for calling the Maryland Department of Human Resources. Due to technical difficulties beyond our control , the call center is currently closed and we ask that you try your call again later. You may also obtain information on our website at www .dhr.state .md.us. Goodbye . ::XXX.XXX.XXX .XXX:: End CallNoBusiness Hours Open?::Closed Message :: [995] Thank you for calling the Maryland Department of Human Resources. Our office is currently closed . Our Business hours are 8:00am to 5:00pm , Monday through Friday . Please call back during business hours when a customer service representative will be available to assist you . You may also obtain information on our website at www .dhr.state .md.us. Goodbye . ::XXX.XXX.XXX .XXX:: End Call [994] Please hold as your call is being transferred. You will hear brief silence while your call is connected . No No Yes ::Holiday Message :: [996] Thank you for calling the Maryland Department of Human Resources. Our office is currently closed in observance of the current holiday. Our Business hours are 8:00am to 5 :00pm , Monday through Friday . Please call back during business hours when a customer service representative will be available to assist you . You may also obtain information on our website at www.dhr .state .md.us. Goodbye . ::XXX.XXX.XXX .XXX:: Yes [999] Thank you for calling the Maryland Department of Human Resources. Goodbye. End CallCall Center Transfer Numbers : GSMDDHR CallFlow v1.0_revE Transfers Page 27 of 31 GSMDDHR Call Flow Error NumberDescription (include condition) Condition Message M01 Menu Time Out- More than 5 seconds elapses while waiting for the caller selection.1st and 2nd timeout - Play messages and re-prompt: [1702] I'm sorry, I did not receive your entry. [526] Please try again. 3rd timeout – Play messages and endcall: [1702] I'm sorry, I did not receive your entry. [1704] Please call back later and make the correct selections. Menu Invalid Selection - Caller makes an invalid selection from a menu.1st and 2nd timeout - Play messages and re-prompt: [1703] I'm sorry, your menu selection is not available. [526] Please try again. 3rd timeout – Play messages and endcall: [1703] I'm sorry, your menu selection is not available. [1704] Please call back later and make the correct selections. A02 Ask For Number Timeout - More than 5 seconds elapses while waiting for caller input.1st and 2nd timeout - Re-prompt No specific error message; just re-prompt. 3rd timeout – Play messages and endcall: [1702] I'm sorry, I did not receive your entry. [1704] Please call back later and make the correct selections. Ask For Number - Invalid - Caller enters an invalid set of digits.1st and 2nd timeout - Play messages and re-prompt: [1705] I'm sorry, you entered an invalid number of digits. [526] Please try again. 3rd timeout – Play messages and endcall: [1705] I'm sorry, you entered an invalid number of digits. [1704] Please call back later and make the correct selections. The table below provides a list of possible errors in the application. GSMDDHR CallFlow v1.0_revE Error Handling Page 28 of 31 GSMDDHR Call Flow The following pages provide a list of exit points in the application. Additional pages should be added as needed. Log # Type Name Task # Goal # Length of Name GSMDDHR CallFlow v1.0_revE Exit Points, Page 1 Page 29 of 31 GSMDDHR Call Flow Log # Type Name Task # Goal # Length of Name GSMDDHR CallFlow v1.0_revE Exit Points, Page 2 Page 30 of 31 GSMDDHR Call Flow Col Header Expected Notes Call Flow Page(s) C1 Case Number Case Number entered and confirmed by caller. Authentication C2 C3 C4 C5 Self Service Option Based on menu choice. See pages 3 & 4. The table below provides a list of custom columns in the application. C represents App Data Log and E represents Extended App Data Log. GSMDDHR CallFlow v1.0_revE Custom Columns Page 31 of 31