Last updated August 28, 2024
When to use:
To clarify how queues work and what each queue is responsible for.
Housing Calls:
In the 800 greeting, this is option 1. Resource specialists answer inbound and make outbound calls from this queue when the topic is related to housing options including assisted living. Calls related to this topic can also be transferred to this queue. This queue was previously titled Assisted Living/Verification Code Calls.
Medicare Calls:
In the 800 greeting, this is option 2. Tier 2 resource specialists answer inbound and make outbound calls from this queue when the topic is related to Medicare. Calls related to this topic can also be transferred to this queue.
General Resource Calls:
Resource specialists answer inbound calls from this queue when a person does not select any option during the 800 greeting and they make calls from this queue when the topic is related to other community resources. Calls regarding general resources can also be transferred to this queue.
PAS Calls:
In the 800 greeting, this is option 3. Preadmission screening specialists answer inbound calls and make outbound calls related to PAS. Calls about PAS can be transferred to this queue.
Outbound Resource Coordinator Calls:
Resource coordinators use this queue to make outbound calls when using the Genesys web application on their computer. This queue is not an option on the phone app, phone app calls will be counted in other ways. Calls should not be transferred to this queue.
Outbound Outreach Calls:
Staff coordinating outreach events (not 1-1 Medicare) use this queue to make outbound calls related to the outreach. Calls should not be transferred to this queue.
Chat and Calls - Data Management Program (MN Help):
Data Management Program (DMP) staff use this queue to make and take calls regarding MinnesotHelp.info and to take external party chats from the website. Calls from providers trying to reach the DMP about adding or updating their agency can be transferred to this queue.
Chat - Online Referral Site:
Preadmission screening specialists use this queue to take external party chats from the online referral website. Calls should not be transferred to this queue.
Chat Senior LinkAge Line Website:
Tier 3 resource specialists/client services center (CSC) use this queue to take external party chats from the Senior LinkAge Line website. Calls should not be transferred to this queue. However, online referral chats about Medicare or general resources can be transferred to this queue.
Tier 3 Support:
Tier 3 resource specialists/client services center (CSC) use this queue to answer warm transferred calls about ESRD and Medicare Appeals and to answer internal support chats from Senior LinkAge Line and Disability Hub staff from the internal Senior LinkAge Line Medicare & Benefits Support Chat webpage. This queue was previously titled Internal Chat – Medicare & Benefits.
*When supervisors are completing their four hours of direct services they should be assigned to and make/take calls from the queues they supervise.