How can call takers learn all of the OMAP Medicaid transportation policies?
A. All call takers will receive client sensitivity training and customer service training; they will have training manuals, policy and operation manuals; and training will be an ongoing requirement of the brokerage. Each brokerage has developed an advisory counsel that includes residents of each region and riders of the service. This advisory group will address sensitivity issues if they come up. We also have a customer complaint process in place. Brokers meet monthly to review policy issues and make recommendations to DMAP.
