script final€¦ · 13/08/2020 · script – final caller choice #1 – please press 1 for...

Rev. Aug. 13, 2020

August 13, 2020 Mike Casey Reference 5.08 (E)

Family Support Center SCRIPT – FINAL

Caller choice #1 – Please press 1 for English; 2 for Spanish Caller choice #2 – Please press 1 if your student attends a Clark County School District school; press 2 if your child attends school in another county in Nevada or a state charter school Greeting they will hear: Hello. It is good to hear from you. With only days left until the first day of school, we want to make sure your child is ready, connected and excited. Please hold on for the next available agent. By the way, all calls are being recorded for training purposes.

Operator Key Red print Read script

Red Bold, Italic Must read verbatim! Black print Instructions

Highlighted Computer tab you will need open

Hi, my name is [your name] and I’m glad you called the Family Support Center. I am going to do my best to make sure your child is connected and ready for school, which begins in only (##) days. Section 1 -- VERIFICATION

I have a few questions to get started: What is your first name?

Write down their name. Thanks [use their name]. Again, my name is [repeat name]. Now we’re friends. In case we get disconnected, what is your phone number?

Write down phone number

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How many students in your family are enrolled at CCSD? IC #1 -- HOME Let’s start with the first student. What is their student number?

Enter student number or Last name, First name, then Search What is your student’s name?

Find in list, click

IC #2 – DEMOGRAPHICS TAB I think I found it. Let’s verify. What is your student’s date of birth? Good, I have found your child. IC #3 – ENROLLMENT TAB Which school is he/she going to?

If CCSD School, PROCEED to IC #4 – HOUSEHOLD TAB IF CHARTER SCHOOL -- 100 Academy ES/MS, Delta Academy JR/SR, Explore Academy ES, JR/SR, Innovations Int’l ES, JR/SR or Odyssey EW/MS/HS:

Oh, I see your child attends a charter school. The best way for you to make sure your child is connected and ready for school is to call your school directly. I’m sure they will want to help you. Unfortunately, here we can only assist students attending CCSD schools. Do you have a phone number for the school? END CALL

IC #4 -- HOUSEHOLD TAB And, I want to verify that information we have is current. What is the student’s address? And phone number?

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Confirm that caller is listed and verify their information.

I see your name here (use name). Can you please verify your phone number and your email address for me?

If changed, update later, for now continue

IC #5 - FAMILY SUPPORT CENTER TAB

Select today’s date

If caller’s address, phone number or email address need updating – DO IT NOW – read all changes back to confirm accuracy

In “Updated Comments” note name of guardian you are speaking with IC #5 - STUDENT HAS INTERNET: (Do not change field)

If YES - I see your child has internet access at home, based on the survey you completed? Is that correct? If NO or Blank - Does your student have access to the internet at home?

IC #5 - STUDENT HAS DEVICE: (Do not change field)

If YES – I see your child has a computer they can use for school, is that correct? If NO or Blank – Does your child have a computer or do they need one for school?

If other students in HH: Return to IC Screen #4 -- HOUSEHOLD TAB And what is the name of the next student in your household? (Click on name) IC Screen #3 – ENROLLMENT TAB Which school is he/she going to? REPEAT this process for each student in household.

When verification is complete for every student,

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If Connected and With Device – SKIP TO WRAP UP If Not – SKIP TO RELEVANT SECTION

Section 2 -- CONNECTIVITY

If they are CONNECTED – SKIP to DEVICE If they are NOT connected The first thing we want to do is make sure you are connected to the internet. I will help you get connected. I have a couple of questions to help me figure out the best way to do that:

1) Do you plan to live at your current address for the upcoming school year? 2) Have you moved more than 2 times during the last year?

If housing SECURE, SKIP to COX

Check their city – if they live in Good Springs, Indian Springs, Laughlin, Logandale, Mesquite, Moapa, Mt. Charleston, Sandy Valley, Searchlight SKIP to HOTSPOT

If housing INSECURE, SKIP to HOTSPOT

Section 2A – COX C2C Cox has a program that may work for you. It is specially designed for families who meet certain very specific eligibility requirements. I’ll tell you the requirements and you tell me if you are qualified. Okay? The program is called Connect 2 Compete and is available only to families who receive services from any of the following programs: SNAP, TANF, WIC, Free and Reduced Lunch, Enrollment in Head Start, Low Income Home Energy Assistance Program, or families who live in public housing

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Does this sound like a program for which you are qualified? I ask that because Cox may ask for written verification to prove that you qualify.

If NO, a) Okay. If you do not meet these qualifications, but are having financial

challenges, and cannot afford internet for your child, I will have someone call you who can explore other options that may be available. We know these are crazy and difficult times. We all want your student connected and excited on the first day of school. Can I have someone call you? SKIP TO DEVICE

If YES,

Good. In that case, I have good news [use their name] -- The cost of Connect 2 Compete – let’s call it c2c -- is normally $9.95 per month. Because of COVID-19 CCSD will pay that $9.95 per month for your family for the whole school year -- until June 30 of next year. After that, if you want to continue the service you can pay Cox that $9.95 per month directly. Next year, if you decide not to continue on your own, you will need to call Cox and let them know so they cancel your service. Otherwise they will bill you that $9.95 per month starting on July 1, 2021. Two more important things to know about this special program:

First, this CCSD offer is not available for current Cox customers. It is only for people who are not Cox customers now. If you are currently a c2c customer and cancel that service, you will not be able to sign up for this free program.

Are you an existing Cox customer or did you just cancel your service?

If YES, SKIP to DEVICE.

If NO, continue…

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Okay good. The other important thing to know is that for the year that CCSD is paying for it, there will be some content filters applied to your Cox internet service.

What this means is that your internet will allow your household to connect to your child’s teachers and schools but, because CCSD is paying for it, there will be filters to prevent your child from accessing places on the internet that may not be safe or appropriate for them to visit. This is called content filtering. Does this sound fair?

If YES, go to COX.com/c2c If NO, I understand. One option you have if you are qualified but do not want content filtering is to go directly to Cox and sign up for your own service and pay them $9.95 per month on your own. Would you prefer to do that?

If YES, Good, please write down this address – www.cox.com/c2c. You can apply to Cox from your phone. It is an easy process. SKIP TO DEVICE

Cox.com/c2c: Good. I am now jumping on Cox’s website to complete your sign up with you. We make a pretty good team, don’t we [use their name]? We are making good progress. Thanks for being a good partner. Okay Partner, let’s get started on this c2c application.

If address bounces back, SKIP to HOT SPOT (means address is not serviceable by Cox) Complete application.

After Cox sign up is complete: We need to verify that you agree to let the Family Support Center assist you in setting up an Internet service account with Cox Communications for home

http://www.cox.com/c2c

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learning for the coming school year and that you agree to content filtering for your child’s protection on the internet. I am going to ask you a few questions to help establish the account and the responses. Don’t forget, we are being recorded. Is that OK? At the end of each question, please answer clearly.

1. Today’s date is [month, day, year]. Can you please repeat the date?

2. What is your full name?

3. What is the full address where the service will be provided?

4. Are you 18 years or older and authorized to order service for this address?

5. Is your household eligible for SNAP, TANF, WIC, Free and Reduced Lunch, Enrollment in Head Start, Low Income Home Energy Assistance Program, or public housing?

6. Do you already have Internet service with Cox?

7. Do you agree to the following terms and conditions for the service? Please

say yes after each one.

a. Your service will be the Cox Connect2Compete product and you agree to the Cox terms of service, acceptable use policy and privacy policy which are available on cox.com. Do you agree?

b. You will be provided with two months of free service after which Clark County School District will pay your $9.95 monthly bill for the coming school year. Is that OK?

http://cox.com/

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c. While CCSD is paying your bill, your service will have automatic content filtering. The Content Filtering system helps to reduce the risk of accessing content that is considered inappropriate for minors in accordance to the Children’s Internet Protection Act (CIPA). This filtering will apply to all web browsing and internet use at your home. Is that OK?

d. Neither Clark County School District nor Cox makes any guarantees

that all objectionable content will be blocked. Users, parents and legal guardians are ultimately responsible for safe internet practices. Is that OK?

e. If you request of Cox that Content Filtering be removed from your

internet service, CCSD will no longer pay for your service. Is this OK?

f. You will receive a bill for the service showing both the price of the

service and a credit for the amount paid by CCSD. Is that OK?

g. You will receive notice when CCSD will stop paying for the service, which will be on June 30, 2021. After that, if you would like to keep the service, you will be responsible for payment directly to Cox. Is that OK?

h. When CCSD stops providing payment for the service, content

filtering will also stop. Is that OK?

8. Do you authorize The Family Support Center to establish the account subject to all of the conditions we just discussed?

9. In limited and specific circumstances this recording may be shared with Cox. Is that all right with you?

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[Use name] We did it! You are now signed up for internet. Congratulations! In the next 3-5 business days UPS will deliver a box to your home from Cox containing a modem and a router and some very easy-to-follow instructions for setting it up in your home. Once it is set up, you will have internet. SKIP to DEVICE

Sec. 2B -- HOT SPOT Usually, the best option is to have hard-wired internet in your home, but for your family it sounds as though a hot spot may work better. Let me tell you what a hot spot is. It will give you internet service, but instead of being connected by wires to your wall, it uses cell service to link you to the internet, which is what your child needs to connect to school. Because a hot spot is not wired in a wall, you can take it with you as you move. It is not quite as reliable as wired internet, but I think it will work better for your family. CCSD has a special COVID-19 program that is available only to families who receive services from any of the following programs: SNAP, TANF, WIC, Free and Reduced Lunch, Enrollment in Head Start, Low Income Home Energy Assistance Program, or families who live in public housing Does this sound like a program for which you are qualified? Are you able to provide proof if needed?

If YES, continue If NO, Okay. If you do not meet these qualifications, but are having financial challenges, and cannot afford internet for your child, I will have someone call you who can explore other options that may be available. We know

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these are crazy and difficult times. We all want your student connected and excited on the first day of school. Can I have someone call you? [Send to supervisor: Parent’s name, Student #, Phone # and description of their challenge. We will do what it takes to help!] SKIP TO DEVICE

That’s great. Because you are qualified, CCSD will pay for your hot spot for the entire school year. One important thing to know is that for the year that CCSD will be paying for your hot spot, there will be some content filters applied to your internet access. What this means is that your hot spot will allow your household to connect to your child’s teachers and schools but, because CCSD is paying for it, there will be filters to prevent your child from accessing places on the internet that may not be safe or appropriate for them to visit. This is called content filtering. Does this sound fair? Very good. Here’s what will happen next. We will let the Principal of your child’s school know that you need a hot spot. They will call you in the next 2-3 days, or if you want, you can call them. The two of you can make arrangements for you to go to your child’s school and pick up your hot spot. Once you have it, and plug it in, your entire household will be connected.

[If multiple kids, one hot spot connects all] How does that sound? Will you be able to get to your child’s school?

[If family has a particular challenge you believe is a barrier, send to supervisor: Parent’s Name, Student #, Phone # and description of their challenge. We will do what it takes to help!]

SKIP to DEVICE

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Section 3 -- DEVICE

If they have a device, SKIP to WRAP UP If they need a device, continue… We are doing great [use name]. We are almost done, just a few more minutes. The last thing we have to do is make sure your child has a computer before the first day of school. Here is how that will happen. We will let the principal of your child’s school know that you need a computer, and they will work with you to get one. Expect a call from your school in the next 2-3 days, or if you want, you can call them. The two of you can make arrangements for you to go to the school and pick up your child’s device. How does that sound? Can you do that? [If they have more than one student] One thing I want you to know is that you will need to work with each of your children’s schools separately to get each child their device. It also means you will need to go to each school to pick up the device for each of your children. I know this a lot to ask, but it will be worth it to have all of your kids with their own computer for school. Think of how excited they will be. Can you do that?

[If family has a particular challenge you believe is a barrier, send to supervisor: Parent’s Name, Student #, Phone # and description of their challenge. We will do what it takes to help!]

Section 4 – WRAP UP Wow, we have accomplished a lot together [use name]. Your child(ren) are lucky that you support them so well. I just want to summarize.

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Mention all that apply:

We verified and updated all your information

We signed you up for Cox OR We have a plan to get you a hot spot

We have a plan to get your child a computer We know this is a lot for families to deal with. If you have any problems as you go, just call us back. We are here Monday through Saturday, from 7 in the morning until 6 at night. I hope you and your child(ren) are getting ready and excited for the first day of school. It is going to be here really fast. Thanks for allowing me to help your family. End call.

Return to IC Screen #4 - FAMILY SUPPORT CENTER TAB and for EVERY STUDENT in Household, Complete CONNECTIVITY ACTION & DEVICE ACTION fields, based on what you completed on behalf of the student(s).

The end.

Now, please give yourself a hug, and get back on the phone to help another family. Until every student is connected to a teacher, we have work to do.

Let’s do this… and make some history together.

script final€¦ · 13/08/2020 · script – final caller choice #1 – please press 1 for...

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