CD/UC/SSF Waiver Pre-Approval List
Lisa Susoev
August 21, 2025
Waiver Pre-Approval List If a waiver request email is approved, the client is added to
Policy
No Force Complete Option for Web Clients
Lisa Susoev
July 9, 2025
Effective April 1, 2025: We can no longer force complete web clients who state they
Vacation Accrual Timeline
Lance Brechbill
April 21, 2021
VACATION ACCRUAL TIME Updated Jan 2020 The following chart gives a rough visual idea of
WC Counseling Guidelines
Lance Brechbill
March 18, 2021
GENERAL INFORMATION Has the counseling changed? Not really, we still need to analyze the budget
Phonetic Name Spelling
Lance Brechbill
March 16, 2021
Why Use Phonetics? Calls can give rise to a lot of misunderstandings and miscommunication. This
Quality Assurance Information Sheet
Lance Brechbill
March 3, 2021
What is Quality Assurance (QA)? QA is the process we use to determine if your
Bi-Annual Performance Review Process
Lance Brechbill
March 3, 2021
Overview Twice per year, the management team reviews and evaluates each counselor’s performance for the
System/Power Outages or Issues
Lance Brechbill
February 26, 2021
START OF SHIFT Scenario The counselor is late to work due to internet/power outages, rebooting
Financials Entered Over Six Months Ago
Lance Brechbill
February 24, 2021
This applies to WC & Phones ISSUE Prior to 5/19/21, clients whose financials showed an
Birthday Benefit
Lance Brechbill
November 20, 2020
Cricket Debt provides every employee a one day time off for their birthday. This personal
Attorney Requesting A Certificate
Lance Brechbill
November 20, 2020
Attorney paid but different attorney requesting a certificate If an attorney can provide the client’s
Adding Or Removing A Spouse From An Account
Lance Brechbill
November 20, 2020
CLIENT ADDING A SPOUSE How does a client add a spouse to their account? Log
Inactive On-Demand (OD) PINs
Lance Brechbill
November 17, 2020
PIN Not Working If a client provides you with an OD PIN that is not
Pro Bono Clients
Lance Brechbill
November 17, 2020
Pro Bono Waivers Definition Pro Bono means that the attorney is representing the client free
Power of Attorney
Lance Brechbill
November 17, 2020
Overview Power of Attorney allows a client to designate a person to go through the
Assisting Foreign Language Speakers (Except Spanish)
Lance Brechbill
November 16, 2020
Languages offered online The Cricket Debt Counseling online course is offered in dozens of languages
Employee Change of Address
Lance Brechbill
November 13, 2020
Notify Management Send an email to om@cricketdebt.com with the notice of address change, and include
Complaint Process
Lance Brechbill
November 9, 2020
Customer Complaint Process Any and all complaints received by a counselor must immediately
Attorney Account Challenge Questions
Lance Brechbill
November 6, 2020
Verify Attorney Account Since attorney accounts do not have security questions, it is required to
TransUnion Debt Pull FAQ
Lance Brechbill
November 6, 2020
GENERAL TU PULL – FAQ What is the TU debt pull? Cricket Debt has partnered
SSF Refunds
Lance Brechbill
November 5, 2020
No SSF Certificate issued: Refund allowed Submit an action email requesting a refund A refund
Requesting A Work Schedule Change
Lance Brechbill
October 30, 2020
Schedule Changes Every effort is made to accommodate an employee’s time-off request as well as
Releasing Information To A Third Party
Lance Brechbill
October 30, 2020
Releasing Client/Employee Information We sometimes get calls from different branches of the government (i.e. FBI,
Privacy Policy
Lance Brechbill
October 29, 2020
Client Information Cricket Debt Counseling and Solid Start Financial keep all personal information confidential; we
Miscellaneous Credit/Bank Card Information
Lance Brechbill
October 29, 2020
Credit Card Handling Credit Card information should never be written down, emailed, or sent through
Sending Certificates Directly To Court
Lance Brechbill
October 29, 2020
Certificate Delivery EOUST guidelines do not allow us to send certificates directly to the court.
Force Complete
Lance Brechbill
October 28, 2020
Force Complete Checklist At least one spouse on the account must show Awaiting Counseling or
Emailing Attorneys and/or Clients
Lance Brechbill
October 28, 2020
DO NOT email any client or attorney from your individual Cricket Debt email account for
Security Questions Requirement
Lance Brechbill
October 25, 2020
ALWAYS ask for the answer to two (2) verification questions when accessing a client account
Calling In Sick or Late
Lance Brechbill
October 24, 2020
Process If an employee is unable to work or will be late for their scheduled
Attorney Pays Billing Process
Lance Brechbill
October 23, 2020
Billing Process The billing for CD, SSF, and UCo is run every Saturday and charges
Attorney Code – Payment Options
Lance Brechbill
October 23, 2020
Clients are always given the option to apply for a fee waiver during registration even
Archived Certificates
Lance Brechbill
October 23, 2020
NOTE: We will only send certificates that are 2 years old or newer. Anything
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