Customer Service
Morning Sun provides excellent customer service. We provide customer service that is courteous and knowledgable that provides the Participant/Representative with the level of assistance that they need to be successful. Morning Sun staff are trained to provide what is needed in the mode that works best for the participant including phone calls, email, fax or in-person. The assigned Support Broker is the first point of contact for the Participant/Representative. Morning Sun's experience is that the Participants/Representative is more successful with consumer direction whent hey have contact with someone they speak to regularly and who they trust.
Procedure
- Customer Service Support Morning Sun will provide customer service phone support to the Participant/Representative from 8am to 5pm in the time zone where the participant lives, Monday through Friday except State of Tennessee holidays.
- All questions will be answered by the appropriate party. Messages left will be returned as soon as possible and within 24 hours. If the participant reaches the wrong person, Morning Sun staff will take the number of the participant and have the appropriate person return the phone call.
- Morning Sun will operate toll-free fax numbers for communication and also to submit enrollment forms and time entry corrections.
- The fax numbers come to Morning Sun as emails in a HIPAA compliant manner.
- Morning Sun will operate a toll-free number for Limited English Proficient Participants
- Morning Sun will operate a toll-free line through Language Line Services that allows callers who wish to speak to Morning Sun through an interpreter. The toll-free number will ring our Minnesota office and allow transfers to individuals in Minnesota and Tennessee. The service also allows our staff to contact the participant thorugh an interpreter. Our Language Line Services offers 176 languages.
- Operation of a telephone line for hearing impared individuals
- Morning Sun has a toll-free number connected to a TTY. The number is 1-855-450-3121. The TTY rings at the front desk of the Minnesota office. The receptionist is responsible for contacting the appropriate party who will use the TTY at the front desk.
- Telephone line before and after hours
- All Morning Sun employees have phones that allow callers to leave a message after hours. A cell phone emergency number will be available after hours. Initially, these calls will be taken by the Chief Operating Officer.
- Operation of a secure email address
- Secure communication is important to Morning Sun and the people we serve. the current email system in use at Mornign Sun is Microsoft Office 365 which is hosted by Microsoft. All outbound email containing private health or personally identifiable information is encrypted. To ensure email accounts and the data they hold are secure, Morning Sun has implemented multi-factor authentication for all email users. In the event login credentials for a Morning Sun email account are compromised, this second layer of authentication prevents attempts to use compromised credentials to gain access to stored email data.
- General maintenance of the e-mail is scheduled on a regular, monthly basis. This included installation of critical Microsoft updates. The system is protected at a file level from virus infections with a Symantic antivirus product. Weekly full scans of the system are scheduled in addition to real time monitoring for threats.
Compliant Resolution
Morning Sun's staff are trained to address problems and concerns posed by Participants and Workers, and will do so in a courteous, helpful manner. All Morning Sun staff are trained on the philosophy, roles, responsibilities, tasks and activities related to consumer direction. Agency training includes customer service for individuals who consumer direct. Any complaints addressed to Morning Sun will be handled with-in the required timelines and documented int he Complaint System.
Complaint Defined: Any verbal or written notice to Morning Sun Financial Services regarding dissatisfaction with any action taken by Morning Sun or Morning Sun staff.
Procedure
- Upon admission all participants will be provided with the contact information of the staff involved in Morning Sun's service delivery. Participants are urged to contact their Support Broker if they have a complaint. They are also provided with information on how to contact their Support Broker's supervisor, the Program Administrator, and the Chief Operating Officer of Morning Sun if the issue remains unresolved or should the participant feel it necessary.
- Upon Receipt of a complaint and within five (5) business days, the Morning Sun Support Broker will provide written notice to the Participant that the complaint has been received and the expected date of resolution. Support Brokers will assist the Participatn/Representative with the complaint process, including but not limited to completing forms.
- If Morning Sun has resolved the complaint to the satisfaction of the participant with a verbal response within 5 business days, we will not need to provide a written response.
- If a complaint required more time for resolution, it must be resolved within 30 days of the initial complaint.
- All members of the Morning Sun team are required to maintain a log of their contacts with participants. There will be one centralized Complaint System kept by the Program Administrator. All complaints will be documented in this system whether it is a verbal or written complaint and/or how it is resolved.
- A master record of concerns, complaints or other feedback is kept by Cheryl Vennerstrom, Chief Operating Officer.
- This master record is reviewed for patterns at monthly team meetings and is the basis for internal system change.
- A monthly record of complaints with information regarding resolution/outcomes will be provided to TCAD as requested.
- If for some reason an acceptable resolution to the complaint cannot be reached between the participant and Morning Sun. We will seek assistance from TCAD.
- Morning Sun will ensure that retaliation against anyone reporting a complaint is strictly prohibited.