| INCOMING | Close it down | Escalations | Lucid Chart and Asana | Totally Random |
|---|---|---|---|---|
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2 business days.
Within how many business days should NHS take action on an incoming assistance request?
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“Resolved” →“Client Self-Resolved” → Network Hub Support is closing this referral after confirming the client no longer needs assistance (or declined services) and there has been no action taken by either the sender or recipient → with any supporting notes if applicable.
After the NHSS speaks with the client, the client says they no longer need assistance/declines services. How do you close the referral?
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The CEM for that region.
Who do you assign escalations to in Hubspot?
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2 business days
A referral is sent to an organization, but they have not taken action. How much time should NHS give the organization before nudging them about the referral?
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Chelsea, Kenyetta, Hayley, Eva, Isa, James, Morgan, etc.
Name two CEMs for your region.
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|
The client declines services.
The client no longer needs assistance. We are unable to contact the client. The request is a duplicate.
What are three reasons why we might close an assistance request or an incoming referral?
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“Resolved” → “Other”→ Network Hub Support is closing this referral and creating a new referral or OON case after confirming the client still requires assistance and there has been no action taken by either the sender or recipient → with any supporting notes if applicable.
After the NHSS speaks with the client, the client has confirmed they still need assistance, and Network Hub Support must now intervene by creating a new referral or OON case. How do you close the referral?
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Unresponsive Organization
An organization has not responded to our outreach attempts and has 5 pending referrals. The users have not logged into the platform in over 6 months. What escalation title do you use?
|
C1, terminal status, service audit, terminal date
What four sections must be filled in on a task before you can check it off in Asana?
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Be a good human
Own it Always Collaborate Think Big
What does the BOAT stand for?
|
|
Name
Organization who sent the referral User's name Service type Our network name
What are three key things that we share with clients when introducing ourselves using the call script?
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“Unresolved” → “Unable to Contact Client” → Network Hub Support is closing this referral after attempting to reach the client unsuccessfully after no action was taken by either the sender or recipient - will attempt to reach out 2 more times→ with any supporting notes if applicable.
NHS is about to take over a referral and attempts to reach the client once but is unable to connect with the client to confirm if they still have a need. Which closure would you use?
|
Configuration Issue - User Roles/Settings
You see that a user is listed as a general staff member in back office. This user needs to be able to close out one of their referrals that was rejected. How do you escalate this in Hubspot?
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1 business day
You reach out to a user about a referral they recalled, but the user does not take further action on the referral. How many business days should you give the user before taking over the referral?
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Unite Accessibility
UbU AAPI Unite Us Serves Unite Us Women's Network Unite Blu
Name 3 Employee Resource Groups available at Unite Us?
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Click the pencil icon on the out of network case to add the organization. Document that you shared the resource with the client on the case.
You've created an out of network case for a client, but you found a new resource to share with them. How would you document this within the platform?
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“Resolved” → “Other”→ Network Hub Support closing this referral as there are other pending referrals for the same service type in review.
NHS is monitoring the P2P and the client has pending referrals In Review as well as a rejected referral. Which closure would you use for the rejected referral?
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Organization Request for Team Training
Through your outreach efforts you discover that none of the users at an organization know how to close rejected referrals. Which escalation should you use in Hubspot?
|
Take over the referral. Contact the client. If they answer, close the referral as resolved. If they do not answer on the first attempt close the referral as unresolved and reach out two more times.
You have reached out to a user twice about a rejected referral. The user has not closed out or resent the referral. What are your next steps?
|
New Jersey
Which state in our region went live two weeks ago?
|
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Contact the client. Explain that there are no resource available (without apologizing). See if you can assist the client with any other service needs. If the client does not have any other service needs, close the referral as unresolved.
We receive a referral for a client, but there are no available resources to share with them. What are your next steps?
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Resolved → “Client Self-Resolved” → Network Hub Support is closing this referral because the client has moved out of the service area, confirmed they still have a need, and has been connected to a specialist in their new region → with any supporting notes if applicable.
The client moves out of the service area for which the referral was originally created. After the NHSS speaks with the client, the client has confirmed they still need assistance. Which closure would you use?
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Slack them to follow up. If no response check in with your manager. Your manager will follow up with the CEM to get the concern resolved.
Your CEM does not respond to your escalation in Hubspot. What are your next steps?
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Follow up with the organization to resolve the issue and potentially pause a program. Loop in the CEM so that they can assist the organization.
You notice that an organization continues to reject referrals due to being "at capacity". What should you do?
|
Max
Diana Brandon Alicia
Name three specialists who worked in Network Hub Support when the department first started.
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