Notes

BOSS II Expectations:
• Indicate “L5 Unit BOSS II” on Skype
• Must be here until 5:00PM on their assigned day
o If have to leave early, must find a replacement for the remainder of the day.
o If have to switch Boss II day with peer, must find a replacement beforehand and report to the Supervisor so Outlook BOSS II/Late Stay calendar can be updated.
• Have LMS open all day
o If back-up is needed for Late Stay, BOSS II must send someone down.
• Assign Appointments for Next Day (by reviewing the Intake Schedule).
o BOSS II will use the CW RE Appointments – Rotation to assign to next worker on rotation
o BOSS II will use the Meeting with Worker – Rotation to assign to the next worker on rotation
o BOSS II will use the Drop-In Rotation to assign the next person to assist Late Stay when there are excess Call Slips, or they are at training or unavailable.
• Work Unit Inbox emails
o Must be worked oldest to newest
o Must be worked in the following order:
1. IN Requests
• If assigned Case Manager is in the office, they will take care of their own – BOSS II will forward the email to the assigned Case Manager and CC the Supervisor if it is emailed by someone outside the unit
• If request is mid-period change, the BOSS II will take care of it.
2. SIU Emails/Discontinuance Requests
3. Work emails in date order
• Work mail received or Hearing Requests by end of day
o If this is not completed by end of day, BOSS II will still be responsible for completing
• Determine which if any assigned phone agents for the next day need coverage for training, scheduling shortfalls (like phone agent coming in late or leaving early, Lunches, CW RE calls, etc.). Utilize “Extra Phones Rotation” list to assign phone coverage lasting at least 30 minutes. If coverage is only needed for 30 minutes, Boss will assign this coverage but it will not be noted on the rotation list. This determination will be included in the email Boss II sends at the end of the day notifying the unit of the next work day’s assignments.

• Upon BOSS II or Late Stay not being available on his/her scheduled day. The unit agreed to have someone voluntarily agree to take on the BOSS II duties for the day. It is now mandated for the individual who was absent to take over/switch a BOSS II or Late stay day for whoever covered him/her. This could be either upon their return or an agreed later date depending on staff availability.
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Late Stay Expectations:
• Indicate “Late Stay” on Skype
• Must be here until 5:30PM or All Clear on their assigned day
o If have to leave early, must find a replacement for the remainder of the day.
o If have to switch Late Stay day with peer, must find a replacement beforehand and report to the Supervisor so Outlook BOSS II/Late Stay calendar can be updated.
• Have LMS open all day
• Will be responsible for seeing Customers coming in all day. When seeing customers, the Late Stay will:
o Take verifications, image, barcode (if a report), and journal
o See all HAP Customers
o Send all INs to Unit Inbox to work – BOSS II will delegate
o Process all cases that require mid-period action (if all verifications are received) or customers requesting an ICT in person – if Late Stay identifies that not all verifications have been received to process the change, they must clearly document on their JE what verifications are still needed