The Service Level Agreement outlines how the Employer Advocates' performance is evaluated based on the frequency of their responses to your requests. The expectation is that Employer Advocates follow up on active cases within 2 to 3 business days of the last case activity.

If multiple follow up emails are sent instead of allowing 2-3 business days for a response or calling, those emails turn into multiple cases within our system and can negatively affect the original timeline.

As we prepare to transition to our new Case Management system on Monday, September 22nd, it is essential that we collaborate to minimize case duplication. The best way to facilitate this is to allow sufficient time for us to complete your request or to call for a follow-up.

We appreciate your understanding and look forward to providing you with an improved experience through our new system integration.