Podcast
Questions and Answers
What steps do you follow when Dennis mentions his friend Estefania also needs help?
What steps do you follow when Dennis mentions his friend Estefania also needs help?
You let Dennis know he can pass the phone to Estefania. You verify her and proceed with assisting her.
What does the acronym FDR mean to the ERC-DLS team?
What does the acronym FDR mean to the ERC-DLS team?
Full Duty Release
How should you respond when Mary-Ann states her email as 'MannJones@gmail'?
How should you respond when Mary-Ann states her email as 'MannJones@gmail'?
Can you please complete the domain? The last portion after the @ symbol.
What is the correct process to follow when a call disconnects with an employee?
What is the correct process to follow when a call disconnects with an employee?
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What probing question should you ask Jake when he provides his address as '9991 N.Shirley Rd.'?
What probing question should you ask Jake when he provides his address as '9991 N.Shirley Rd.'?
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Which of these tasks do ERC/DLS Associates assist with? (Select all that apply)
Which of these tasks do ERC/DLS Associates assist with? (Select all that apply)
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What number should you dial to reach the Language Line for an interpreter?
What number should you dial to reach the Language Line for an interpreter?
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At least how many hours must an employee work in the last 12 months to be eligible for FMLA?
At least how many hours must an employee work in the last 12 months to be eligible for FMLA?
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Which type of Leave of Absence would be best for Brad, who has been hospitalized?
Which type of Leave of Absence would be best for Brad, who has been hospitalized?
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What type of Leave of Absence would be best for Ashley, who is not eligible for FMLA?
What type of Leave of Absence would be best for Ashley, who is not eligible for FMLA?
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Which type of LOA would be best for Amanda who needs 4 hours off for a parent-teacher conference?
Which type of LOA would be best for Amanda who needs 4 hours off for a parent-teacher conference?
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Which type of leave would be best for Tiffany who is not eligible for FMLA?
Which type of leave would be best for Tiffany who is not eligible for FMLA?
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What type of leave would be best for Kevin called to active duty overseas?
What type of leave would be best for Kevin called to active duty overseas?
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Which type of leave would be best for Jessica who just had a baby?
Which type of leave would be best for Jessica who just had a baby?
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Which email address should an employee use to appeal their PLOA decision?
Which email address should an employee use to appeal their PLOA decision?
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If the employee requests to speak to their Case Manager regarding something that is your scope, you should still transfer to the Case Manager.
If the employee requests to speak to their Case Manager regarding something that is your scope, you should still transfer to the Case Manager.
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What type of LOA would be best for Grace, whose son is being deployed?
What type of LOA would be best for Grace, whose son is being deployed?
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What type of LOA would be best for Shawn requesting 25 days off to move?
What type of LOA would be best for Shawn requesting 25 days off to move?
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Which type of LOA would be best for Lorenzo who is not eligible for FMLA?
Which type of LOA would be best for Lorenzo who is not eligible for FMLA?
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What type of LOA would be best for Randall who needs time for his wife's check-ups?
What type of LOA would be best for Randall who needs time for his wife's check-ups?
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An employee calls in wanting to adjust their standard weekly work hours to watch their favorite basketball team play.
An employee calls in wanting to adjust their standard weekly work hours to watch their favorite basketball team play.
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What questions regarding pay can the ERC-DLS Agent answer when an employee calls in regarding disability benefit payments? (Select all that apply)
What questions regarding pay can the ERC-DLS Agent answer when an employee calls in regarding disability benefit payments? (Select all that apply)
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An employee calls in regarding their next disability benefit payment date.
An employee calls in regarding their next disability benefit payment date.
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How should you reply if Mary-Ann states her email as 'MannJones@gmail'?
How should you reply if Mary-Ann states her email as 'MannJones@gmail'?
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FMLA is a paid Leave of Absence.
FMLA is a paid Leave of Absence.
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To be hired, a candidate must disclose known and obvious disabilities.
To be hired, a candidate must disclose known and obvious disabilities.
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When should an employee contact the Accommodations team?
When should an employee contact the Accommodations team?
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What KB article would you use for the most up-to-date Call Drivers List?
What KB article would you use for the most up-to-date Call Drivers List?
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Which team would you contact if an employee has a personal emergency?
Which team would you contact if an employee has a personal emergency?
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What is the maximum time to place a caller on hold before checking back?
What is the maximum time to place a caller on hold before checking back?
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What email address should be provided to an employee wishing to appeal their PLOA decision?
What email address should be provided to an employee wishing to appeal their PLOA decision?
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Is it ok to request documentation from an employee with an obvious disability?
Is it ok to request documentation from an employee with an obvious disability?
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An accommodation is available for which types of disabilities? (Select all that apply)
An accommodation is available for which types of disabilities? (Select all that apply)
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Is it important to leave detailed notes after a call with an employee?
Is it important to leave detailed notes after a call with an employee?
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Is it important to leave detailed notes as long as you understand what was discussed?
Is it important to leave detailed notes as long as you understand what was discussed?
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On which case level would you check the status of Jackie’s accommodation request?
On which case level would you check the status of Jackie’s accommodation request?
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Where would you see LOA documents in DALI?
Where would you see LOA documents in DALI?
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Which system would an ERC-DLS Agent use to check for proper COF coding or UPT deductions?
Which system would an ERC-DLS Agent use to check for proper COF coding or UPT deductions?
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What is the correct description of empathy?
What is the correct description of empathy?
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What should you do if Adam calls in upset about not hearing from his Case Manager?
What should you do if Adam calls in upset about not hearing from his Case Manager?
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How should you respond to Chelsea who is upset about not speaking to her Case Manager?
How should you respond to Chelsea who is upset about not speaking to her Case Manager?
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What are the correct steps of an escalation?
What are the correct steps of an escalation?
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Which tool would an ERC-DLS Agent use to find an Employee's Worker's Compensation Point of Contact?
Which tool would an ERC-DLS Agent use to find an Employee's Worker's Compensation Point of Contact?
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Study Notes
Employee Assistance Process
- When assisting a caller, verify if they have a friend or colleague needing help, and transfer the call after verifying the identity.
- Use proactive language such as asking them to pass the phone to the other person for continued assistance.
Key Acronyms and Terminology
- FDR stands for Full Duty Release within the ERC-DLS team.
Verification Procedures
- If an employee provides an incomplete email, prompt them to finish the domain.
- During disconnections, inform the caller the conversation is monitored, clarify the topic, and re-verify security upon return.
Response to Employee Queries
- For address verification, clarify if the response is for a house or an apartment.
- Direct inquiries related to disability benefits are limited to pay amount, reason for delay, and next pay date.
Leave of Absence (LOA) Guidance
- Employees must work at least 1250 hours in the last 12 months to qualify for FMLA.
- Various types of leaves include:
- FMLA for serious health conditions requiring extensive time off.
- Intermittent Leave for conditions needing sporadic absence.
- California School Activities Leave for attending school functions.
- Military Leave for employees called to active duty.
- Bonding Leave for new parents.
- Leave as an Accommodation for unqualified FMLA cases.
Appeals and Procedures
- Provide the email [email protected] for PLOA appeals.
- Empathy is crucial when addressing employee concerns; understand their emotions and communicate accordingly.
Documentation and Case Management
- Use DALI to check the status of accommodation requests and LOA documentation.
- Accurate documentation of calls is essential for effective communication and recall of employee discussions.
Escalation Protocol
- Understand the escalation process: Case Manager Task, Escalation Task, and SharePoint Entry for issues requiring higher-level attention.
- Empathize with upset callers and provide clear SLAs regarding expected timelines for Case Manager contact.
Tools and Resources
- Utilize the WC Contacts Tool for accessing Worker’s Compensation contacts efficiently.
- DALI is key for monitoring accommodation status and case documents related to leaves.
Compliance and Regulations
- Employees are not required to disclose obvious disabilities during hiring.
- FMLA does not provide paid leave; it is an unpaid measure to protect job security during medical leave.
Scope of Agent Responsibilities
- Clarify that requests for changes in personal schedules to accommodate leisure activities are typically out of scope.
- Confirm that detailed notations are important for clarity and future reference during employee interactions.
All Types of Disabilities for Accommodations
- Accommodations are available for various disabilities including Physical, Psychiatric, Intellectual, and Cognitive.
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Description
Test your knowledge on the Employee Assistance Process and procedures. This quiz covers identity verification, response to employee queries, and guidance on leaves of absence. Ensure you are familiar with key acronyms and terminology relevant to the ERC-DLS team.
