CDHS Quiz

Mr. Wilson called in to find out why his daughter's P-EBT Benefits are now expired. Mr. Wilson is very irritated and asked for a supervisor. How can an agent deescalate this call?

• Advise the customer that the benefits were not used before the deadline and that nothing can be done at this point.

• Apologize for the inconvenience caused and educate the customer that the life span of the P-EBT Benefits was explained in the eligibility letter which was sent to his mailing address.

• Advise the customer that if the benefits aged, a future P-EBT Program is under review, and his daughter could be eligible for future benefits.

• Suggest to the customer to keep an eye on the CDHS website and check his mailbox frequently to be aware of future notices.

Ms. Garcia called because she had problems trying to activate the P-EBT Card for her son. She stated that she was trying to activate the card with the Spanish IVR. She explained that the IVR tells her that the DOB is incorrect. The agent verified that all the information in the system is correct. How should the agent handle the situation?

• Suggest to the customer to try again and disconnect.

• Explain to the customer that when she is calling the Spanish IVR, the correct format for the DOB is (Day/Month/Year).

• Suggest to the customer that if she can not activate the card, she can request a new one to see if the problem could be solved.

• Explain to the customer that when she is calling the English IVR, the correct format for the DOB is (Month/Day/Year).

Ms. Simpson called because she wanted to know if her child was eligible for the P-EBT Program, she updated her address recently and she does not know if her child qualified. The agent verified that the child was eligible and the address needed to be updated. What else can be done by the agent to ensure a first-call resolution? (Select the best response).

• Complete the address update and advise the customer about the timeframe of 7-10 business days to receive the card.

• Advise the customer about the timeframe of 7-10 business days and explain to the customer the steps to activate the card.

• Inform the customer about the 7-10 business days card delivery, explain the activation process and provide the card's balance.

What are the verification questions you ask the customer after hearing the cx's inquiry and complete the opening script?

• Fax Number

  Child's Name and DOB

  School

  Email Address

• Child's Name and DOB

  School

  Mailing Address

  Email Address

• Child's Name and DOB

  School

  Email Address

  Zip Code

In which cases do we submit an escalation?

• PP on file is Incarcerated

  Incapacitated

  Deceased

• PP on file does not live in the same household anymore

• Does not have any form of contact with the PP

• PP on file refuses to contact the support center to have the change done

The schools that are highlighted in blue means that children who attend that school will be receiving summer benefits in November

• True

• False

Children that are homeschooled are eligible for summer benefits.

• True

• False

Please select the correct closing

• Thank you for reaching out to the P-EBT Support Center. Please contact us with any questions by phone at 1-800-536-5298, by SMS text message at 720-741-0550, or by email at [e-mail]. The Support Center is open Monday through Friday from 8 a.m. to 7:30 p.m. and on Saturday from 8 a.m. to noon.  The support center will be accepting calls through the program end date of December 30th, 2023. For assistance after this date please contact the number on the back of your card.

• Thank you for reaching out to the P-EBT Support Center. Please contact us with any questions by phone at 1-800-536-5298, by SMS text message at 720-741-0550. The Support Center is open Monday through Friday from 8 a.m. to 7:30 p.m. and on Saturday from 8 a.m. to noon.  The support center will be accepting calls through the program end date of December 30th, 2023. For assistance after this date please contact the number on the back of your card.

• Thank you for reaching out to the P-EBT Support Center. Please contact us with any questions by phone at 1-800-536-5298, by SMS text message at 720-741-0550, or by email at [e-mail]. The Support Center is open Monday through Friday from 8 a.m. to 7:30 p.m. and on Saturday from 8 a.m. to noon.  

• Thank you for reaching out to the P-EBT Support Center. Please contact us with any questions by phone at 1-800-536-5298, by SMS text message at 720-741-0550. The Support Center is open Monday through Friday from 8 a.m. to 7:30 p.m. and on Saturday from 8 a.m. to noon.  The support center will be accepting calls through the program end date of December 30th, 2023. For assistance after this date please contact the number on the back of your card.

Which Jamaican Artist Sing "PADDLE BOAT"

• Najeeriii

• Bruce Lee