Verification
We are required to do a _____ point verification.
5
Where do you put the Approval/Denial reasoning?
Rationale
What is the QA score goal?
92%
Where do we look for documents uploaded by claimant?
Staff profiles>documents (staff)
How do you help a person who is verified to reset the password?
Account Reset under personal profile
Personal profile>reset account>verify email is correct>select send username (if requested)>select from system acct>message auto generates>send at bottom of screen
What are the verification questions?
Full name, Address,SSN, Phone Number, DOB
What are the notes on an adjudication called?
A core review
What should you do at the end of every call?
Ask if there is anything else you can help them with, thank them for calling, and offer the survey
What are 2 documents that can be used as proof of residency in AZ?
Lease/mortgage, utility bill (electric, gas, water, internet – something that is registered to the address regardless of the person)
If claimant is homeless:letter from person they're staying with and their utility bill, etc. (letter must include contact information)If no place to stay, Salvation Army can provide proof of homeless status. Homeless Coordination Office: 602-542-6638
When does the stimulus portion end in Arizona?
July 10, 2021
If a claimant is unable to verify address can we still assist them?
Yes, but they must be able to tell us the security answer. If they don't know both they have to be able to give both the question and answer.
You submit a UCT if the claimant is owed over ___
10k
What is the call greeting?
Thank you for calling the Arizona Department of Economic Security my name is _____ and my deputy ID is ____ . May I please have your social security number?
Name 2 items for proof of employment
Paycheck stubs, Receipts, Ledgers, Contracts (between claimant and employer for independent contractor work or claimant and client), Work orders, Email from boss, Letter from employer with contact number and/or business letterhead, Proof of EIN number from IRS, Earnings and leave statements showing the employer's name and address, Tax returns (w-2,1099, 1040, etc.), Documentation of employment provided by the organization for which the claimant worked for, State or Federal Employer ID numbers, Invd or business, tax return, Business License, Signed Affidavits from people who can verify they are self-employed, Business receipts, Tax returns
What is my name?
Jessica Dolan
What do we do if a claimant is unable to verify their account?
End the call. We can not assist them.
Where do we put the canned statement?
Resolution text
How often should you check back with the claimant when placing them on hold?
2 min
what documents do we never ask for?
Birth Certificates
Proof of school/day care closure – the only time the covid reason for childcare should be questioned is when there are no children claimed on the tax return.
what systems/pages should you have open and available while working?
Genesys, PUA portal, AZ desktop-OnBase, Guide.
True or False? An agent can transfer an escalated call if the claimant is not fully verified?
False
How do we request documents from claimants?
Through case notes using the template.
You must leave a case _____ on every PUA and UI call.
note
Where can claimants upload documents on the portal?
The menu in the top left scroll all the way down to the bottom "upload a document in PUA
True or False A payment that shows pending and is not in the payment register it should go to missing payments?
False if it is not in the payment register the payment was never sent to the bank and isn't missing.