SLA Standards: Accommodations

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Across
  1. 2. business days for manager escalation
  2. 5. Task due dates are for _____ use.
  3. 7. The sharepoint escalation path should only be followed if the case manager's manager task is overdue by ____ business day.
  4. 10. The means for tracking and managing response times to resolve employee issues, measured against corporate commitment times (performance guarantees).
  5. 11. Up to 3 business days from the point of when the accommodation request was initiated.
  6. 12. If a “Manager Escalation” task is past the current SLA of 2 business days, add a ____ Escalation
  7. 15. When determining the SLA, the task due date is the ____ day of the SLA.
  8. 17. hours for the system to reflect the changes after the RRTW was coded.
  9. 18. business days for ILEA Review
Down
  1. 1. a day that means any day except Saturdays, Sundays, or any day that is a company recognized holiday.
  2. 3. In the event that there are several open tasks created by either ERC DLS or DLS, ERC DLS agents should review _____ and provide the applicable SLA for the task that was created first.
  3. 4. ERC DLS agents should base the SLA on the ___ task in Open Activities which would be the Document Received task.
  4. 6. the due date will always be set to the ____ business day
  5. 8. Creation ____ and time can be verified at the bottom of the task.
  6. 9. Tasks Assigned to the Manual Round Robin Queue have Up to 2 business days from the task due date to be assigned to a _____.
  7. 13. Refer to Case Handling Guidelines and Create a Task in DALI to determine how to create a ____, when a task needs to be created, and if the escalation process needs to be followed.
  8. 14. business days for the ACM’s Manager to notate the Reinstatement Review Requested task with a recommendation status update.
  9. 16. business days for documentation review