Dennis calls in as he needs assistance. Once we are done assisting Dennis, he mentions his friend
Estefania is there with him and also needs help. What steps do you follow? – correct answer You let
Dennis know he can pass the phone to Estefania. You verify her and proceed with assisting her.
What does the acronym FDR mean to the ERC-DLS team? – correct answer Full Duty Release
Mary-Ann is calling in and you’ve asked her to verify her email address. She states, “MannJones@gmail”.
How should you reply? – correct answer “Can you please complete the domain? The last portion after
the @ symbol.”
While speaking to an employee the call was disconnected. What is the correct process to follow when
calling them back? – correct answer You let the employee know that the call is monitored and recorded,
you provide the general topic of the call, and you verify security.
Jake has called in and you’ve asked him for the first line of his home address. Jake responds, “9991 N.
Shirley Rd.” On file, the address reads as, 9991 N. Shirley Rd. Apartment 04. What is the correct probing
question to ask? – correct answer “Is this a house or an apartment?”
Which of these tasks do ERC\/DLS Associates assist with? Select all that apply.
Field calls from employees who need help with general questions about Leave of Absences and\/or
Accommodations – correct answer Field calls from employees who need help with general questions
about LOA and or accommodations
Direct callers to the intake queue in order to start a new LOA or Accommodation request
Get employees with an existing case into contact with their CM
Check the status of\/resend paperwork, if necessary
Check the STD payment amount and Pay Date
An employee that you’re assisting requests an interpreter. Which number should you dial to reach the
Language Line? – correct answer 833-319-0446
At least how many hours must an employee work in the last 12 months to be eligible for FMLA? – correct
answer 1250
Brad has been admitted to the hospital for 5 days for his own serious health condition and may need
surgery to recover. Which type of Leave of Absence would be best for Brad? – correct answer FMLA
Ashley has a serious medical condition that causes her to feel unwell at times and will sporadically need
time away from work to recover. She is not eligible for FMLA. Which type of Leave of Absence would be
best for Ashley? – correct answer Intermittent Leave as an Accommodation
Amanda, an hourly employee in California, needs 4 hours off to attend a parent-teacher conference.
Which type of LOA would be best for Amanda? – correct answer California School Activities
Tiffany, an X class employee, has a note from her doctor advising she needs time off work due to a
serious medical condition. She was not eligible for FMLA or statutory leaves. Which type of leave would
be best for Tiffany? – correct answer Leave as an Accommodation (LEA)
Kevin has been called to active duty overseas and will need his time away from work covered. Which
type of leave would be best for Kevin? – correct answer Military Leave
Jessica just had a baby, and wants to take additional time off to acclimate to being a new parent. Which
type of leave would be best for Jessica? – correct answer Bonding Leave
An employee tells you that they would like to appeal their PLOA decision. Which email address do you
provide to the employee? – correct answer amazonDLS@amazon.com
True or False. If the employee requests to speak to their Case Manager regarding something that is your
scope you should still transfer to the Case Manager. – correct answer False<\/p>\n\n\n\n