- IT IS NOT MANDATORY TO SUBMIT PROOF EVERY TIME A NEW APPLICATION IS CREATED.

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1 Safelink Study Guide Safelink - Safelink is a government phone program that provides free cellphones with free shipping and a monthly amount of minutes at no cost. Valid Proofs - Proof of Income - Last 4 months consecutive paystubs. Last year income. Tax return form. Last tear W2 form. Letter form the SS stating the benefits they received per month. Can t be older than 12 months. Or an IRS form. - Proof of Government Assistance - Copy of the Food Stamps or Medicaid Cards. Letter from the Social Security Administration (SSA) stating that the applicant is currently receiving the selected government program. Must be an up to date letter. For Federal Public Housing or Section 8 a copy of the lease contract or a copy of the letter/document from the state agency, Local Housing Authority and/or the Housing Compound stating that customer receives or is approved for FPH. - IT IS NOT MANDATORY TO SUBMIT PROOF EVERY TIME A NEW APPLICATION IS CREATED. - Submitting proof of government assistance is required in almost every state unless the state has a mandatory automated interface. See below. State Interfaces - Some states have a State Agency validation involved. This is automatic. The interface will run and the agency will check if the applicant is receiving the government benefit that was selected. - Mandatory Interface In some states, the State Agency validation mentioned above is mandatory. This means that it is up to the State Agency to determine whether the applicant qualifies. Keep in mind, they check through the public records automatically. This is the only way to determine qualification. - Optional Interface In other states, the validation by the State Agency is optional. To bypass the validation by the State Agency, the applicant must submit proof in order to qualify. They must submit a program participation proof within 24 hours. After the 24 hours without proof submitted, the application will go through the state interface validation and the qualification will be done that way. If it is optional, the applicant does not need to submit proof, unless the State Agency does not approve.

2 Government Programs - Medicaid - Food Stamps - Temporary Assistance to Needy Families (TANF) - Supplemental Security Income (SSI) - National School Lunch Program (NSL) - Low Income Home Energy Assistance (LIHEAP) - Federal Public Housing/Section 8 - Supplemental Nutrition Assistance Program (SNAP) Programs may vary by state. Creating an Enrollment - Login and start the application: 1. Before anything, you will need to enter the customer s Zip Code. Only enter the Member ID if applicable. The Member ID is not mandatory and should only be entered if the customer is a Medicaid customer and has a Member ID on their documentation. 2. The next step is the Personal Information page. Here you will enter all the customer s personal information. Make sure you spell the customer s name phonetically. Contact number not necessary. If the Home Phone field is completed, then the agent will need to disclose the Privacy Law to the customer. This is only if that field is completed. A box will appear where you will check if the customer agrees to the disclosure. 3. The next step is the Plan Information page. Here you will notice that the system will select by default the 250 free monthly minutes plan. The customer can change plan once he/she receives their phone. 4. After selecting the plan, the customer must choose how they qualify. Applicant Belongs in a Program Medicaid, Food Stamps, Sect. 8, etc.), Applicant is Eligible by Income, or Applicant s Child or Dependent Belongs in a Program. 5. If they are eligible through government assistance, you will need to choose Applicant Belongs in a Program. The agent will need to choose all the benefits that the applicant is receiving. Again, if there is more than one government program, please select it. 6. If the customer is eligible by income, you will need to select the applicant s household income. There will be a chart that will give you household income options. 7. If the customer is eligible through their child or dependent, then they will need to provide their information. 8. Once any of these steps are done, then come the disclaimers. The terms must be accepted in order to finish the application. Make sure to let the applicant know about them.

3 9. After the disclaimers, the applicant s electronic signature is required. 10. After the signature, the application process is complete. Here you will be given the customer s enrollment ID number. You will need to provide this to the customer. You will also be provided the application status. 11. Accelerate the approval process by uploading the applicant s proof. You can either upload from file or take the picture right there. You will also have the option to check out the proof catalog. - When entering personal information, you must make sure to always enter the applicant s full name, enter the DOB as (mm/dd/yyyy), and enter the applicant s SSN whether it requires the full or the last 4. - Street Team representatives should use the Street Team Portal and NOT the Safelink website. - It is possible that after you start an application, you get a message stating that there is already an application that belongs to the same customer. The message will either state that the application is pending, qualified or enrolled. - If the account is pending, proper documentation must be submitted in order for the customer to get qualified. As an agent, you must let the customer know what he/she are missing. - If it is qualified, you must first check if the customer is still in the timeframe to receive the cell phone. If too much time has passed then it is possible that the customer is Stuck in Qualified. In this case, the agent must contact customer service to escalate the issue. One per Household Rule - Only one phone with Lifeline discount per household is allowed. This includes Lifeline cellphones and home phones. Only one Lifeline cellphone/home-phone per household is allowed. - Two people can actually live in the same and apply for the service, as long as they are part of separate households. Household Worksheet Procedure - Whenever a customer is applying and there is already a lifeline discount under that address, the applicant will need to go through the Household Worksheet Procedure. It will automatically come up during the enrollment if required. - This has to be completed by the applicant. - This can be completed multiple times. HMO Whitelist

4 - One you go through the personal information page and you select the desired free minute s plan, the customer may be found whitelisted. This means they may be found under one or more specific government programs and will NOT need to submit proof of program participation. This is done through the State s whitelist database. - If they are found whitelisted, a pop-up will appear and congratulate the applicant for being prequalified. After, the application will continue normally. - HMO customers will get unlimited incoming and outgoing messages but do not get any additional benefits like unlimited minutes or data or anything along those lines. - HMO customers can also call HMO Customer Service for free. - HMO customers need to renew their service annually. NLAD National Lifeline Accountability Database - This is a nationwide database that has a registry of EVERY person that is receiving a Lifeline benefit. - NLAD may not approve applicants if there is another Lifeline discount in the same address or the customer has two or more Lifeline discounts. - They may also not get approved if the applicant applied for another Lifeline discount in the last 60 days. - They may also not get approved if there is a mismatch with the customer s personal information in TPIV (Third Party Identity Validation). DOB/SSN Escalation - There may be an error when inputting a DOB. The reason this happens is because according to the system, the DOB is invalid. - After 3 attempts of putting in the DOB, you will get a message that will explain that the DOB was unable to get verified. It will let you continue but you will eventually need to provide proof for that. - Once the application is done, it will remain pending until the proof of DOB is submitted. No timeframe for this. - The same goes for the Social Security Number. Plan Information - If the customer wants to get a different plan, they will need to wait for the phone to arrive. Plan C 250 free minutes is the default plan. As an agent, it is better to not mention or offer any of the other plans. Again, that is the only option for a new applicant.

5 Contacting Tech Support or Customer Care - There may be times where an applicant will tell you that they have an account and need a replacement phone. First step is to contact customer care to check the status on the account. Once that is checked and everything is in order, then you contact Tech Support so you as the agent can reschedule a resend of the phone for the customer. - If the initial phone was not received by the customer, the agent should not contact Tech Support. Customer care to check status should be contacted. - Lost phones can be replaced by calling Tech Support. - Tech support should not be contacted by the Street Team agent to request cancellation of an account. Additional Information - Safelink wireless is a government phone program through Lifeline. It has no contracts and no bills. - As a Street Agent, only access the account you have created. If you have not created the account, do not go in to it. - If the Safelink customer runs out of the minutes given and needs more minutes, they will need to buy Tracfone prepaid cards. There are no actual Safelink cards available. - A Street Team Agent must not share their credentials with anyone else for them to enroll customers. - After an account is qualified, the next step is to become enrolled. That should be the next status. Being qualified means that everything has been received and approved. - The account needs to be enrolled before the cell phone is even in transit. - Minors can apply as long as they have a legal guardian. However, they can only apply through a government assisted program.