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(This policy bulletin replaces PB #12-45-SYS)
This policy bulletin is being revised to incorporate the new ACE Call Recording process which goes into effect on December 30, 2013. All Supplemental Nutrition Assistance Program (SNAP) application/recertification telephone interviews via the POS Portal conducted at Telephone Interview Processing Services (TIPS) locations and TIPS Satellite locations will be recorded for quality assurance and training purposes. Supervisors will randomly select recorded calls for listening purposes to ensure that the interviews were conducted properly. In addition, Attachment C (Desk Guide: ACE Recording) has been created to explain how Supervisors must navigate through POS to utilize the ACE Call Recording process. Supervisors must answer the 15 questions on the ACE Recording Log to assess the professionalism and interviewing skills of his/her staff during telephone interviews.
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