DE
Do we print 4614 #'s?
What do we do with them?
No
Process as a NRN
What are some of the errors being made that QA has mentioned
We're seeing incomplete DLN's still in the tracker and it is leading QA to not be able and check cases for every agent. OM's, Sups, and agent should all have the HOW TO DLN GUIDE.
Incorrect LDW, ER Account Number, and/or ER name when completing ER PRO
Incorrect employer on er pro macro or in issue creation
Not sending out 1080 ez when needed
Failing to check PG 2 in OTECH for notices sent to either party when completed DET
What happens if the mailing address is outdated?
Mailing address outdated
MUST have updated address or it will cause printer error
What systems do we log into outside of AWS?
Nice/IEX
VCC
What should you do if you receive Other User in EDD?
Click ok
Click on power button on the bottom right
Shut down
Wait 15 min
If it happens 3 or more times open a ticket
When printing a 4614 when in the process do you send the supervisor the EDD email?
You send the EDD email by sharing after the 4614 has completed printing.
True or false
We should be printing the 4614 #1 and issuing an NRN
False
We only need to send 4898 and 4614 if the decision for the employer is complete
True or False
How do we process a case where the claim status for the BYB we are handling states Suspended?
Since there is still a possibility for an eligibility issue to exist on the Suspended claim, please process the ER Pro following normal procedures.
Per IT how many times should you try to log into OTECH?
Twice
How do you tell if an employer is out of state?
How to determine if the ER is out of state
No wages reported to CA for that employer
This can be checked via PG 3 in OTECH
What is the proper way to log out of IIF
In order to log out of InfoImage at the End of the Day – Click on Session – Log Off and Exit.
When do we issue a 12-s?
For a Deceased Claimant
How do we process the case where the ER response states they do not have any information regarding the claimant's separation currently?
NRN
How to resolve AWS Directory Unavailable error?
Wait 5 minutes
· Reenter the password and use push in the MFA field.
· Wait for notification to approve.
· If the issue persists, please submit a ticket
What is the correct to email to send QA for a 4614 or 4898
The email address is : UIMaximusQA@edd.ca.gov
How many steps are in the Daily Start up Guide?
12, counting step 1A
What queue are we currently working in?
Rsp issues
How do you handle a case where the
TPA no longer represents the employer?
Notify and send an email to your Supervisor with the following information
Subject: Maximus ER PRO – TPA no longer represents
Claimant first and last name
EDDCAN
BYB
ER name
EAN
DLN # of ER Pro
Post note in OTECH
Send work item to Default
What should you do if you receive Loading failed?
Wait 15 min and try again.
If it continues fill out a ticket and check loading failed error.
Keep trying every 10 to 15 min.
How are EDD and ER addresses entered into a 4898?
EDD addresses and ER addresses MUST be entered manually into each 4898 we complete.
When reviewing a case and no issue is found how is the case processed?
NRN
How do we tell if the claim is a new claim or an additional claim?
The X is marked next to what it is referring to a new claim or additional claim.
If it is an additional claim it also will show you which additional claim it is referring to.
If a claimant has a SSN that begins with 990 or 999
What does this mean?
It means the claim is under a Dummy SSN and we need to find the correct SSN.
PII stand for ?
It is ok to send PII in a screenshot to the team, supervisor or IT
Personal Identifiable Information
False