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Application Training

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Contents Definition ...................................................................................................................................................... 3

Log in ............................................................................................................................................................. 4

Determine availability ................................................................................................................................... 5

Customer Enrolment process ....................................................................................................................... 6

Information Request Details ......................................................................................................................... 7

Personal Information (PII) ......................................................................................................................... 7

Contact Information and Shipping address Information .......................................................................... 8

Hand Over Symbol .................................................................................................................................... 8

Qualification Method Selection ................................................................................................................ 9

Benefit Recipient information ................................................................................................................ 10

Final Steps ............................................................................................................................................... 14

Proof upload ........................................................................................................................................... 15

Thank you page ....................................................................................................................................... 16

System Validations ...................................................................................................................................... 17

Address Validation ...................................................................................................................................... 18

Address supporting documents .............................................................................................................. 19

One per Household Escalation .................................................................................................................... 20

HHW Process ........................................................................................................................................... 21

Public Records Validation ........................................................................................................................... 23

NLAD Validation .......................................................................................................................................... 25

Upload Proof Process .................................................................................................................................. 26

What to upload as proof ......................................................................................................................... 26

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Definition This document describes the Street Team application use and processes.

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Log in

In order to log in to the Street Team App, a username and password will be provided. First thing to do to log in, is to type the credentials in the tool.

After logging in, the system will request permission to use the agent location. The agent needs to hit OK

in order to continue

The ST APP will use the

agent’s location

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Determine availability In order to determine if there is service available in the customer’s area, the first step is to enter the

address’ zip code.

If there is service available, the system will continue to the next screen after hitting the button.

The button will be greyed out until a zip code is entered to check availability.

In the case there is no service available in the customer’s area, the system will show the following

message. No application can be created if there is no service available in the zip code provided.

If there is service available in the area, the Street Team Application will get to the next screen and start

requesting the needed information to create an application.

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Customer Enrolment process In order to sign up a customer the system will ask you to enter some information.

The first screen will look like this:

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Information Request Details

Personal Information (PII) The system will request that the Qualification specialist enters the customer’s information in the following format

1- Customer’s legal name

a. What does “legal” mean?

i. If the customer’s name is Robert and that is the way the name appears in any

proof or documents to be used as proof, the only way to enter the name in the

application is Robert. No nicknames (Rob, Bob, Bobby, etc.) or anything else

should be added.

2- Customer’s legal last name (Same rules as first name apply)

3- Customer’s date of birth

4- Customer’s last four digits of the SSN

a. Note: some states require Full SSN

5- Customer’s address

a. No PO Boxes should be added here. Only Physical address can be entered in this step. If

the customer needs the phone to be delivered to a different address, that can be done

adding a shipping address. Shipping addresses can be from a relative, friend, general

delivery or PO Boxes. Always from the same state

6- If the address provided has an Apartment number, it should be entered here.

7- Customer’s city will be requested as well.

8- The customer’s State and Zip Code will be auto filled based in the Zip Code entered to check

availability.

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Contact Information and Shipping address Information 1- Shipping address is the same as the home address

a. This option will be selected by default if the address entered will be the one where the

phone will be sent

b. In the case the customer requests the phone to be delivered somewhere else, this option

should be unselected. In this scenario a shipping address will be requested.

i. A shipping address will also be requested if the address entered in the main

address field, cannot be validated by the Address validation.

c. The shipping address must be a valid US physical address.

d. The shipping address can be a friend’s, relatives’, general delivery or PO Box address.

2- Customer’s email address or

3- Customer’s contact number (at least one of them) should be entered.

Hand Over Symbol Under the contact information, you will see some information shown along with the following symbol This symbol means the Qualification specialist has to give the tablet to the customer.

Make sure that every time this symbol is displayed in the screen, the customer reads the information in that section.

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Qualification Method Selection

After the customer has read and acknowledge the information, the next screen will show a list of qualifying programs in order for the Street Team Agent to select.

To continue with the application creation, a program must be selected. The button will remain greyed out while there is no program selection.

GOOD PRACTICE TIP!

Always ask the customer what government program they’re receiving and if they have proof to submit, prior to start creating the application with them. Most popular programs are: Food Stamps, Medicaid and SSI so a good prequalifying question would be if the customer has any of them.

The list of programs varies depending on

the state where the customer resides.

The app will only show the qualifying

programs available in that state.

If the customer does not have any of the

programs listed, the option to apply

based on income can be selected from

the bottom of the programs list.

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Benefit Recipient information After the program is selected, the Street Team App will ask to confirm who is receiving the benefit selected.

What does this option mean? In order to apply for a Lifeline Benefit, any person receiving a government subsided program might be eligible. This includes a minor receiving a program or an adult dependent on another person. If this is the case, the adult responsible or legal guardian (depending on the scenario) will be applying based on the minor or dependent program. The option “Child/Dependent Receives the benefit” should be selected if this applies. The benefit recipient’s information will need to be entered.

This is a mandatory step when applying based on benefit recipient’s program.

After this is complete, the hand over symbol will be displayed, as

the next screen must be read by the customer.

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At this point all the information needed from the customer (and benefit recipient if applicable) has been entered into the application. Once the Street Team agent hits the button, the screen will show a quick view of all the information entered up to that moment that includes:

1- The plan that the customer will receive 2- The customer’s name as entered in the application 3- Customer’s address entered in the application 4- Customer’s acknowledgement and acceptance of the information in 1; 2 and 3. This must be

checked and accepted by the customer.

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Under the Application review, the following information will also be displayed

1- The program or income option selected in the application

2- The plan description

3- The TOS. TOS stands for Terms Of Service

a. TOS include the rules for having a Lifeline benefit. These are concepts such as:

1. Customer must notify the carrier when no longer eligible 2. Customer must notify within 30 days the carrier if the address provided to apply

has changed 3. Customer understands the OPHR 4. Customer confirms that there is no other Lifeline Benefit in the household

To complete this step, the Street Team Agent must hand over the tablet to the customer, who must read and accept each of the TOS.

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The TOS will be checked by the customer and in order to accept them, each of them must be tapped by the customer. Once each of the TOS is accepted, they will turn green.

Final step for the customer is to hit the “I agree and e-sign” button, which is below the last TOS the customer checked.

After this step, the Street Team App will let the customer know that the tablet has to be returned to the

qualification specialist.

The e-signature button will become

available only after all the TOS have

been accepted by the customer.

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Final Steps At this point, an application has been created with the information the customer provided and that has

been entered by the Street Team Agent in the Street Team App.

The next screen will show the following information

1- Enrollment number

a. This information is very important. It should always be provided to the customer in order

to follow up on the application status or phone service assistance requirements that the

customer might need in the future.

2- Enrollment status.

a. An application can have different statuses. The default status after being created will be

“Pending”.

b. Other statuses are:

i. Qualified (all documents were processed and classified as valid) Customer should

receive the phone in 7 to 10 days

ii. Rejected (proof and application has been rejected due to mismatching

information)

iii. More information on Application statuses can be found in Statuses description

section.

iv. Unqualified (TO BE ADDED)

3- Documents that the system requires in order to get the application Qualified.

a. It is mandatory to upload the proofs requested by the system.

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Proof upload Qualification specialist will request the customer the proofs to be uploaded. The proof upload process

consists in taking a picture to each of the documentation to be used as proof and submit them for the

Real Time Qualification Specialist team to process them.

The option to take a picture to upload as proof will be under the Application info screen.

1- Take picture button.

a. Once the customer provided the documents to be used as proof, the qualification

specialist will take a picture to be uploaded.

2- Picture legibility confirmation.

a. The agent must tap that option if the picture taken is legible and in focus. If that option is

not checked, the proof will not be able to be uploaded.

3- Submit button.

a. This button will become available after the picture legibility check is selected.

4- After all proof have been uploaded, the Street Team Agent can tap on Continue, to go to the

“Thank you” page.

GOOD PRACTICE TIP!

Make sure that there is enough light to take a good picture. If you can’t read the info on the picture because it is too dark, neither the Real Time Qualification specialist will.

Make sure that the picture is in complete focus. There is no rush! If the picture is not in focus then take another one until you get it right. Bear in mind: blurry pictures will be rejected

Make sure ALL BORDERS of the proof are VISIBLE. Cut proofs will not be accepted as valid.

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Thank you page The thank you page is the final screen. This last step will show the QA the Application number once again, and its default status.

Hit the button to start a new enrollment.

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System Validations While entering the customer’s information to the Street Team App, the system will perform a set of

internal and external validations needed to be in compliance with current Lifeline rules.

What are these rules?

There can only be one Lifeline Benefit

Per person and

Per household

The definition of a “household" is anyone living at an address (including children, relatives, people not

related to you, etc.) who share income(s) and household expenses.

How does the system validates these rules are in compliance while creating an application for lifeline

benefit?

The Street team App will perform both internal and external validations, in order to confirm that the

application will be in compliance with these rules.

The system completes the following validations:

1- Address Validation

2- One per person Validation

3- One per Household Validation

4- Public Records Validation

5- NLAD Validation

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Address Validation In order to be able to create the application, the address entered must be a valid, deliverable physical US address. The system will check the address entered and complete a “postal address verification”. This is the process used to check the validity and deliverability of a physical mailing address. According to the United States Postal Service, an address is valid (or “mailable”) if it exists within the comprehensive list of “mailable” addresses in their Address Management System. PO Boxes are not allowed in the main address section.

1- Address line 1 is usually composed by a. Door number b. Direction. This is not included in all addresses. It could be E (east) W (west) N (north) S

(south), NE (north east) SE (south east) NW (north west) SW (south west) c. Street name. Always use the correct abbreviation. Some examples are:

i. ST for street ii. AVE for Avenue

iii. CIR for Circle iv. BLVD for Boulevard v. CT for Court

vi. DR for Drive 2- If needed, an apartment number or unit designator can be added in address line 2. Some

examples: a. APT for apartment b. BSMT for basement c. DEPT for department d. TRLR for trailer e. STE for suite

3- Address’ city 4- The state will be added by the system based on the zip code entered to determine service

availability 5- The zip code will be the same entered while checking availability.

GOOD PRACTICE TIP!

Always check the address spelling with the customer. Sometimes, a simple thing as a

misspelling could lead to not being able to create the application.

Always check street name spelling and make sure all the address info, such as (apt number)

is included in the information entered in the Street Team App.

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Address supporting documents What happens if the address entered is not valid as per the Address validation? If the address is not validated by the system a warning will be displayed to inform the Street Team Agent about this. The warning will let the Street team Agent know that the address validation failed and that the information entered should be checked (spelling, door number, etc.) and try again. ADD SCREENSHOT In the case the address validation determines that the address is not valid after two tries, the system will let the Street team Agent know that the application can still be created but extra documentation will be needed as address proof. ADD SCREENSHOT

What does this mean? Once the application has been created, the Street Team Agent will submit proof of Program Qualification, Life Proof and Address Proof.

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What documents can be used as Address Proof? Besides the documents mentioned in the system suggestion the following ones are valid for Address proof:

Driver’s License State Issued ID Program Approval Letter (for example, SSI letter addressed to the customer sent to the

customer’s address) Lease contract Electric bill

GOOD PRACTICE TIP!

Always check that the address in the proof matches the one entered in the application.

Make sure the customer’s name is showing in the address proof.

One per Household Escalation What happens if the address entered in the Street Team App is already registered as receiving a Lifeline Benefit? If the address entered appears as already receiving a lifeline benefit, the Street Team App will start the Household Worksheet (HHW) process. This process consists in a few questions that will determine if the address provided is a multiple household or not. Remember, address is not the same as Household. Why does this happen? The definition of “household” is anyone living at an address (including children, relatives, people not related to you, etc.) who share income(s) and household expenses.

Based on this, the rule takes into account the fact that there can be more than one household in the same address.

This is a hand over process. To complete this step, the Street Team Agent must hand over the tablet to the customer, who must read and answer each of the HHW questions.

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HHW Process After the address validation confirms that the address provided is currently receiving a Lifeline Benefit,

the HHW process will start.

The Street Team App will let the Street Team Agent know that the customer should be reading the next

screen, by showing the hand over symbol. ( )

The system will ask some questions to the customer such as if anyone else in his/her household is already

receiving a Lifeline benefit, is he/she lives alone, if his/her spouse/wife/partner is already receiving a

lifeline benefit, if the other person receiving a lifeline benefit shares income and household expenses, etc.

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During this process, the system will take a few photos of the customer while he/she is answering the HHW questions. This is to ensure that the answers are being provided by the customer and not the Street Team Agent, who must hand over the tablet to the customer as informed by the Street Team App.

After the last question is answered by the customer, the system will request

to give the tablet back to the customer

Once the HHW process has been completed and the tablet has been returned to the Street Team Agent, the sign up process will continue normally.

GOOD PRACTICE TIP!

Explain the HHW process to the customer before handing over the device. This will make

the entire process easier for the customer to understand and complete.

The customer’s face will be shown in the frame while completing the HHW. Make sure it’s in focus while answering the questions!

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Public Records Validation The App also completes a Public Records validation.

What does this validation do? Public Records includes information such as Census records, loans, voters’ registration professional and

business licenses, etc.

The App will run a validation against the public records database to confirm the information entered in

the application is correct and accurate. This validation is done thought a third party validation process.

What happens if the validation provides negative results? In the case the Public Records validation gives an invalid result the system will let the QS know by showing the following message. ADD SCREENSHOT

This means that the validation was not able to confirm all the information entered was accurate. The QS will be able to go back twice and double-check the info, in case it has any typo. If after two tries the system cannot confirm the PII, the App will let the QS know that the application may be completed but extra documentation will be requested.

GOOD PRACTICE TIP!

The Public Records Validation fail, includes uploading proof of SSN and DOB. Make sure that

the information in the proof uploaded matches the information entered in the application.

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What proof is valid for Public Records Validation Documents Request? The Street Team Agent should request to the applicant one the following documents DOB Driver’s license Non Driver’s license State issued ID Voter’s Registration Card Passport Passport Card Etc. SSN SSN card Driver’s license with SSN number

Documents example

In the case the benefit recipient’s information fails the validation, extra proof will be requested

to be submitted along with the rest of documents.

SSN Card

Driver’s License Passport Card

Non Driver License

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NLAD Validation What is NLAD? NLAD stands for National Lifeline Accountability Database. The National Lifeline Accountability Database (NLAD) is designed to help carriers identify and resolve duplicate claims for Lifeline Program-supported service and prevent future duplicates. This is done by providing a real-time and nationwide validation system to check if the applicant is already registered as receiving a Lifeline Program-supported service. The complete set of information entered in the application will go through NLAD Validation. During NLAD validation two different scenarios might came up: The applicant’s PII is attached to another Lifeline Benefit. This means that the customer’s SSN and DOB (PII) are registered as already receiving a Lifeline Benefit. If this is the case, there can be two different outcomes:

The applicant has been receiving the other Lifeline Benefit for less than 60 days. In this case the application cannot be created.

The applicant has been receiving the other Lifeline Benefit for more than 60 days. In this case, the application can be created and the previous benefit will be transferred.

The applicant’s address appears as receiving a Lifeline benefit In this case, in order to comply with the OPHR (one per Household rule) the system will proceed with the HHW process to determine if the address is a multiple household address. No extra proof will be requested, as the HHW will be created by the App while the applicant answers the HHW Questions.

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Upload Proof Process

What to upload as proof After the application has been created and the Street Team App has provided an Application number, the

system will also show the list of required documents that need to be uploaded.

In the documents required section, the Street Team Agent will see three types of documents

: The application form that has been esigned by the customer after accepting the TOS will

already be approved, as it contains all information needed and the esignature is equivalent to the

customer acceptance to the terms and conditions.

In the case there is a HHW completed in the process of the enrollment creation, the HHW form will also

be approved, as the customer esigned it.

The HHW Picture form will appear as Required as it has to go through the backoffice process, to be

completed by the BO agents.

: Documents showing as required must be uploaded to the enrollment in order for them

to be processed by the BO team. If the documents uploaded are valid, the enrollment will get qualified

for the customer to receive the phone in 7 to 10 business days

: If the document in the list appears as not required, there is no need to upload proof.

Please note: For SSN proof, the only proof accepted are SSN card and IDs that include SSN. For DOB proof,

IDs, passport and Driver’s licenses are accepted.

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