Due to technical problems with the Department’s IVR line, there are times when staff are unable to collect telephonic signatures from clients. The Department has obtained a temporary waiver allowing clients to provide a verbal telephonic signature in instances where technical problems prevent them from providing an electronic signature through the IVR line.
The specific procedures for this workaround are detailed in a new Online Guide page in the COVID-19 book. Staff must apply this workaround only if the regular procedures fail due to technical problems. Staff must always begin by using the procedures outlined in the Obtaining a Telephonic Signature section of the Telephonic Signature page.
Only if technical problems prevent the client from providing a telephonic signature through the IVR line, staff must verbally read the Rights and Responsibilities (R&R) to the client. If the client verbally agrees to the R&R and the accuracy of the information they have provided, staff can accept the client’s verbal agreement as their telephonic signature. Afterwards, designated staff must send in a ticket to the Systems Support Helpdesk to report the technical problems with the IVR line. The ticket number must be documented in the BEACON narrative for this case action.