Build and staff a telephone answering call center with the following minimum requirements. 3.1.1 Answer all calls to a statewide SHIINE 1-800 number. 3.1.1.1 Calls must be answered by live operators. 3.1.1.2 Call takers are expected to be easily understood by older South Dakotans and should be proficient in speaking English. 3.1.2 Use tracking software to collect information about the caller and reason for the call that can be transferred to the federally mandated reporting system. 3.1.2.1 Enter call information in national SHIP and SMP databases. Call information may include demographic and geographic data about the caller, time spent on the call, purpose of the call and resolution. 3.1.2.2 Enter information as needed to inform SHIINE volunteers of purpose and needs of the caller. 3.1.3 Route the call to the appropriate SHIINE staff or volunteer member or use scheduling software to assist caller in making an appointment with the SHIINE staff. 3.1.3.1 Call center staff may need to make outbound calls to SHIINE volunteers for scheduling or other needs. 3.1.3.2 SHIINE currently uses Google Workspace, and each volunteer maintains their own calendar. Scheduling software must be able to interface with these calendars. 3.1.4 Answer, when appropriate, basic questions related to SHIINE. 3.1.4.1 SHIINE is Medicare Enrollment and Medicare Fraud Education and Assistance. 3.1.4.2 Training for call takers will be made available with resources made available. 3.1.5 Staff the 1-800 number Monday through Friday 8 am to 8 pm CST. Additional hours or staffing may be needed during Medicare Open Enrollment period October 15- December 7. 3.1.5.1 All staff must be located within the United States and be United States Citizens. 3.1.5.2 All staff must be able to pass background checks and maintain privacy under HIPPA.
