Navigating HIRE
I have just assisted a claimant with filing a new claim. When should I tell my claimant to begin fling weekly certifications?
This coming Sunday
True or False: I do not have to ask a claimant if they worked for a Federal Entity when filing a claim.
False. We must ask if a claimant worked for the federal government or served in the military.
Give an example of an acceptable greeting when answering phone calls
"Good Morning/Afternoon, Thank you for calling Louisiana Works, this is _______."
Answers may vary
True or False: I can leave my computer unlocked when I walk away from it.
False: never leave your computer unlocked while you are not there, and never leave a claimant's PII exposed on your desk.
How do I find claimants in the HIRE system?
Type the claimant's full social security number in the QUICK SEARCH bar
Where would I go to assist a claimant with filing a weekly certification?
Find the WEEKLY CERTIFICATIONS REVIEW table on the PAYMENTS tab or CLAIM SUMMARY tab and click FILE BENEFIT CERTIFICATION
What tool should we use to ensure that all necessary employers are added to the claim?
The wage record and/or SID
True or False: I should give out my last name when speaking to claimants
False
True or False: You should repeat information to claimants to ensure accuracy
True
If my claimant has no account in HIRE, how can I help them set one up?
Navigate to the MENU ->SERVICES FOR UNEMPLOYMENT BENEFITS STAFF-> MANAGE CLAIMANTS -> CREATE A CLAIMANT ACCOUNT
True or false: Claimants are responsible for completing 7 work search activities each week
False. Claimants must complete 5 work search activities each week.
True or False: If my claimant says they were terminated for policy violation, I will have to complete a fact finding form with the claimant.
True. I will need to get details on what caused the claimant's separation.
True or False: Someone calls in claiming to be my claimant's parent. I can discuss information about the claimant's claim with them without the claimant being present or giving consent.
False
A caller is unable to verify the address on file, but is able to verify all other personal identifiable information on the HIRE account.
Should you provide assistance?
Yes.
Addresses and phone numbers change over time.
If the claimant can verify all other information on file, please assist them.
How can I view the claimant's wage record?
Navigate to MENU -> MANAGE MONETARY -> VIEW WAGE RECORDS
While filing a certification with a claimant, the claimant tells you that they were not able to look for work last week because they had a surgery. At the end of the weekly certification, you should have to complete a ____________.
Fact Finding Form
After I assist a claimant, I must leave a _______.
Case note
The claimant has given verbal approval for someone else to speak on their behalf.
What should you do with that information?
Write the name of the person in your case note, and indicate that the claimant has given them permission to speak on their behalf in the call.
A caller provides a social security number that pulls up an account under a different name than theirs.
Can you provde assistance?
No, ask this caller to submit id verification documents.
If my claimant does have an account in HIRE, where would I go to assist the claimant with filing a new claim?
Grey boxes under claim line CLAIMANT -> FILE FOR NEW CLAIM
While filing a weekly certification with a claimant, the claimant indicates that they worked during the week that they are filing for. The claimant says they are not going to get paid for this work until next week.
True or False: The claimant should wait until they are paid to report their earnings.
False. All earnings must be reported for the week that they are earned.
True or False: I will always ask a claimant if they want to back date their claim.
False. NEVER ask this question.
What 5 things do we need to verify with each claimant at the beginning of each call?
1. Name
2. Phone number
3. Social Security Number
4. DOB
5. Address
What types of questions should you ask during the fact finding process?
Open-ended questions, and questions for clarification on statements provided.
The goal is to obtain as much detailed information as possible related to a claimant's separation and possible A&A issues.