Manually Linking
This should be used as a LAST RESORT after all other avenues have been exhausted.
What is Manually Linking?
This is ILogin.
What is a security tool that protects claimant’s identities?
The farthest step we may take the claimant.
What is entering the information for the Ilogin, and getting the email to the claimant with the Activate Account button?
We MUST advise the claimant of this.
What is the username will become the email that is used during the OKTA registration Process?
This is how we can tell if the claimant is a new user or existing.
What is;
It’s not about when a claimant last filed a claim, it’s about does the claimant have a Username in IBIS. If yes, the claimant should click the “I have an IDES online account”, if no IBIS Username, the claimant should click the “I do not have an IDES online account” button. But we have to be careful because there are other reasons a claimant who used to have an IBIS Username does not now have one, e.g. staff has “Reset Registration”. If claimants are on the telephone with staff while trying to register/link accounts, the staff can confirm in IBIS if the claimant has an IBIS online account or not.
This button should be seldom used for extreme circumstances.
What is Rest Registration Button?
This is Experion ID Proofing.
What is a process to validate one’s identity?
(Note: The questions asked are questions that only the claimant will know.)
These are tools that staff can use to assist the claimant with manual requests.
What are;
Reset Password, Link/Unlink from IBIS, Suspend User, Clear MFA Factors, or Update ID Proofing?
This happens once account registration is complete, the claimant will be taken to their account dashboard where they will select the request access icon for IDES.
What is selecting the icon will take them to the page that will link their IDES claim with the OKTA ILogin?
These are the parts of OKTA the local offices responsible for.
What is if the claimant cannot register on their own and sets an in-person appointment?
This is how you verify the claimants ILogin account is linked to their IDES UI Online Account.
What is in IBIS on the Unblock Claimants/Reset Registration page?
These are the added layers of security that OKTA provides.
What is;
The added layers are identity verification upon registration, as well as Multi-Factor Authentication (MFA’s) that will be required to access your account?
These conditions must be met for us to manually link the OKTA and IBIS accounts.
What is verifying that the claimant has no 500B issues pending, the account is not suspended, and the Experian ID Proofing process has been successfully completed?
These are the registration errors we cannot help with and will direct the caller to CSC.
What is;
➢ Failed SOS Validation- Actual Login Security Questions
➢ Experian ID Proofing - Each attempt allows 5 Mins, before marked as a failed attempt. The Claimant will only get
3 attempts before they are instructed to either Log Out complete (ALL BROWSER WINDOWS) or contact CSC
➢ 500B Issues – Can be found on the Adjudication Tab > Claimant Issue List
➢ No Wages – Found under Claims > Pseudo Monetary Documentation
➢ Claim Questions
This is when we refer a claimant to CSC for their assistance.
What is;
Upon failure of various phases in registering for their ILogin account, a message will pop up instructing that the claimant calls CSC for assistance. If the claimant is already in the L.O., we should assist them as best as we can in completing this process.
We must make sure we do this when the claimant who is unable to verify the current login information but has answered all key identifiers, and the rep is reasonably certain they have the legitimate claimant online, the rep should manually link through the CSR Tool.
What is,
The system will not allow the claimant to pass the IDES UI VERIFICATION page and we confirmed that the answers being entered are correct?
(Note: If the claimant has the correct answer but there is a typo, and we cannot steer the claimant to entering the correct spelling.)
If the claimant is older, and not technologically savvy, this is how we can best assist them.
What is walking them as best as we can through the process over the phone? If we are still unable to help, we should schedule an in-person appointment for the claimant to the nearest L.O.
(Note: In the meanwhile, so the claimant doesn’t get behind in their certification, instruct and guide them on the process of certifying via teleserve.)
The four scenarios in which we have to manually assist the claimant with Experian ID Proofing.
What is;
If the claim fails, the SOS Validation and/or Experian ID Proofing and contacts CSC.
If the claimant is military/federal or out-of-state. OKTA pulls the last 8 quarters for wages in IL, if there are none in the system, the claimant cannot log in themselves and will have to call CSC to have the claim filed.
Claimant calls for assistance with their claim.
Claimant needs assistance with manually linking their OKTA and IBIS account.
This is how to confirm IBIS and CSR systems are linked.
What is;
Search by Username/IBIS ID > SEARCH
Hit Details
Confirm Status
These are the CSR Tools Actions and who should be using them.
What is;
• RESET REGISTRATION (In IBIS) Button – Supervisors, LOM, UIPM, and BPC
• SUSPEND/UNSUSPEND Button – Supervisors, LOM, and BPC
• Manually Linking – All Users can (Needs to be reviewed by Supervisor prior to)
• ID Proofing Override – All Users can (Needs to be reviewed by Supervisor prior to)
• Resetting MFA’s ILogin Account – All Users can
(Note: Escalate to your supervisor/manager as needed or if in doubt. ANY ACTIONS TAKEN IN THE CSR TOOL, COMMENTS REQUIRED ON THE CLAIM IN IBIS.)
This is what we do when the claimant who is unable to verify the current login information and it is in question as to whether this is the correct claimant or not.
What is;
Ask the claimant if they would like to schedule an in-person appointment and instruct them to bring the appropriate identification (SSC, DL or State ID, Proof of Address) to verify their identity and receive assistance with this process.
(Note: If they decline the in-person interview, add the 500B Claim issue and request appropriate documents. )
This is needed to complete the registration and to link my ILogin account.
What is;
• Create a ILogin Identity Account
• Once email is received, clicking the Activate Account button and creating a password, Reset
Password options
• Once this is completed, they are instructed to set up a MFA to login
• When the MFA is setup, they will now have to past the ID verification process
o For existing claimants – IDES Verification Page
o For new claimants – Experian ID Proofing and SOS Validation
This is how to add comments in the claimants profile in IBIS.
What is;
Basic Inquiry Screen there's a hyperlink "View Comments History", click on that, scroll to the bottom and hit "Add Comment"?
These are the IBIS steps to UNBLOCK a claimant's account.
What is;
Claims: Unblock Claimants/Reset Registration Screen and Update Claimant Online Access Screen.
This what we should do if the claimant fails SoS/WIS/IBIS validation(s) or has a non-IL ID.
What is posting a 500B Claim; unblock Registration if necessary to allow claimant to complete registration and establish payment method; request proof of identity.
(Note: Payment will not process until the issue is resolved.)