DUE PROCESS
DOCUMENTATION
PEGA SYSTEM
DEO CONNECT
GENERAL
100

When leaving a Voicemail, you must state the Claimant ID and Issue ID.

FALSE

100

TRUE or FALSE:

W2 is an acceptable document for self-employed claimants.

FALSE

100

TRUE or FALSE:

In PEGA SYSTEM, depending of the issue, we provide either 48 business hours or 5 business days. 

TRUE

100

How do you locate the Assigned Issue associated with the claim?

Eligibility Issues/Issue Summary

100

If a claimant filed a claim on January 14, 2021, how many days does he has to upload requested documentation? 

90 days

200

How many days does the claimant have to provide documentation if he/she filed a claim on or after 1/31/2021?  

21 days

200

True or false: 

The issue fact finding summary contains any documents received, sent but not yet received, contact attempt forms, general fact finding statements added by a user and any user added notes that relate to that issue.

TRUE

200

TRUE of FALSE

The Contact Attempt Form is always performed via PEGA.

FALSE

200

We must ALWAYS create a Contact Attempt Form (CAF) for claimants that don't have phone number or email.

FALSE

200

When was the enactment date of the Continued Assistance Act?

December 27, 2020

300

How many days does a claimant has to provide documentation if claims was filed between 11/3/2020 and 1/31/2021?

90 days

300

True or False: 

W2 and 1099 documents are not sufficient proof of employment and additional evidence is required.

TRUE

300

In PEGA system, how many verifications do you need for the proof of employment issue?

0

300

 Claimants can upload requested documentation via:

DEO CONNECT or send it via FAX. 

300

Reemployment Assistance is funded from deductions earned by the employee. 

FALSE

400

When we do update the response section on POE cases?

Pending Final Review

400

TRUE or FALSE: 

If we can't contact the Claimant (Email nor phone number are available), we DO NOT leave a Fact Finding.

FALSE

400
TRUE or FALSE


After the "5-business-days-due-process" pass, the CSR must go to PEGA to verify if any documents were uploaded and close down the contact attempt form. 

FALSE

400

True or False:

When writing a note on DEO Connect regarding a Voicemail sent to the Claimant, you need to leave a note with the Fax number and due date.

True

400

What information MUST be included while sending an email?

NONE

500

Claimant received a voicemail on 11/7/2022. When is the deadline of that voicemail?

November 16, 2022

(Federal Holiday: Veteran's Day 11/11/2022)

500

Examples of documentation to substantiate employment to demonstrate the existence of employment. (EMPLOYEE)

  • Paycheck stubs

  • W-2 forms for 2020/2021 year

  • Earnings and leave statement showing the employer’s name and address

500

What information do we gather from the claimant when we open an issue in PEGA?

Claimant ID

Claimant's name and last name 

Issue ID 

Claim ID 

500

True or False: 

When viewing the issue details for any issue opens in a "Workflow Mode".

TRUE

500

Claimant answers the call and does not wish to provide proof of employment documentation what steps do we take?  

-Generate another fact-finding and advise claimant to upload documents. 

-Provide the claimant to submit with the 5 business days deadline.

-Advise failure to submit timely may result in delay or denial of benefits

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