What if someone calls in on the 1099 G line but doesn’t have any issues whatsoever involving 1099g?
Inform them the line is only for that specific purpose and they need to hang up and call back
Per the predate procedure, we can backdate how far back today
9/20
CLT CALLS IN TODAY LDW 9/21 ELIGIBLE FOR 3EDS WEEKENDING 9/26 WHAT WOULD WE MAKE EFF DATE?
THE MONDAY BEFORE LDW SINCE CLT IS ELIGIBLE FOR BENS THAT WEEK
we should always check these places before taking certs to avoid mistakes with over payments or double certifications.
Payment ledger and Held certifications.
WHAT IS THE SCRIPT WE TELL HEALTHCARE WORKERS CALLING IN ABOUT THE UI ELIGIBILITY IN REGARDS TO THE VACCINE MANDATE?
WHAT DISPO WOULD WE USE FOR THE CALL?
WE USE THE “Vaccine Mandate” DISPO
Q: CLT HAS ADJ ISSUE AND IN BCIQ THERE ARE HELDS FROM 2018 CAN WE INCLUDE THAT IN THE 10WKS FOR PROA?
YES, SO WE WOULD POST PROA
CLT CALLS IN TODAY LDW 9/21 AND MADE 504 THE WEEKENDING 9/26 WHAT WOULD WE MAKE EFF DATE?
9/27 (THE MONDAY AFTER LDW) SINCE HES NOT ELIGIBLE FOR BENS THE WEEK OF LDW
IF SOMEONE CALLS IN AND DIALER SAYS FAILED AUTH PIN AND CLT HAS NEVER DONE IDME CAN WE RESET PIN FOR THEM? IF NOT WHAT WOULD WE ADVISE?
NOO, WE CANNOT CHANGE PIN IF CALLER COMES IN FAILED AUTH PIN ON DIALER IF THEY HAVE DONE IDME.
WE WOULD REFER THEM TO IDME AND LET THEM KNOW THAT PROCESS NEEDS TO BE COMPLETED BEFORE WE CAN RESET PIN
100-76-8413 What would we do if this person called in wondering what why they havent been paid?
per log they’ve never been referred to idme so we would refer them to idme, but we wouldn’t be able to remove dnp see log control even if idme was verified
AND
WHAT CAN WE DO IF A DIR DEPOSIT RETURNED PAYMENT HAS NOT BEEN REISSUED AND IT HAS BEEN AT LEAST 30 DAYS?
ONCE PYMT IS RETURNED, WE WILL TRY TO REISSUE TO INFO ON FILE UP TO 3X, AFTER 3 FAILED TRIES WE WILL REISSUE TO DEBIT CARD.
IF A RETURNED PAYMENT HASNT BEEN REISSUED OVER 30 DAYS WE CAN DO A PYMT TRACE (NOTE WE CAN NEVER DO A TRACE IF CLT EVER HAD BANKING GD ISSUE; ALSO WE CANNOT DO PYMT TRACE FOR KEYBANK)
What do we do if clt doesn’t match ssn that comes up on dialer?
we adv them to call back using their correct ssn and that we cannot continue the call
True/false: if reg ui clt requesting missing week beyond our current payable policy and we fill out CB01 with them we xfer to covid line afterwards?
FALSE
(DISREGARD THAT FIRST EMAIL-WE WOULD SEND TO XFER CLAIMS SPECIALIST WHICH IS STATE)
580-12-9267 clt calls in wondering why they cant file new claim what should we adv them?
We should adv them nothing on our end is stopping them from filing a claim (since unexpired pua claim is I'd they should have no problem filing) and that they can file either via the phone ivr or online.
WHEN ARE THREE REASONS A CLAIM MIGHT BE LEFT IN PARTIAL STATUS?
AND IF WE HAVE TO LEAVE IN PARTIAL WHAT SHOULD WE ALWAYS ADVISE CLMNT TO DO?
ONE ANSWER PLEASE
1. SELF EMPLOYED
2. SUSPENDED ER# AND WE CANT FIND GOOD ER# AFTER EXHAUSTING ALLLLL OPTIONS (ALFA/ERSH/WAGE SCREENS)
3. MULT ER FOR FEIN AND WE CANNOT FIND GOOD ER# AFTER EXHAUSTING ALLLLL OPTIONS (ALFA/ERSH/WAGE SCREENS)
AND IN ALL 3 CASES WE ARE ADVISING THE CLT TO SEND IN PROOF OF WAGES (W2/W4/1099 ETC) IN ORDER TO FINISH THE CLAIM
WHEN WE SEE THAT THE CLT HAS BEEN "REFER TO LABOR.SM.OSI.MAJORCASEUNIT@LABOR.NY.GOV" CAN WE GIVE CLT THE EMAIL ADDRESS?
NO, WE SHOULD FOLLOW IDME PROCESS, IF IDME VERIFIED AND DNP SEE LOG CONTROL WE WOULD ADV TO WAIT IF NOTHING ELSE WE COULD DO (LIKE AN EMAIL MISMATCH OR DPC FROZE KB CARD)
122-68-7470 n stat no issue expires 12/5/21 what should we advise?
we would advise clt to follow determination letter, since n status claims means not eligible. (though we cant reveal eligibility info to clt) and that they can file new claim once this one expires
111-68-4149 clt wondering why their pymts on old claim stopped what should we advise?
we would advise that they were on a pua claim and that there is no more pua or weeks after 9/5, which is why they had to file new claim
How will we explain to clmnts why we cannot certify missing back weeks on their prior pua claim ?
we wouldn’t…the new cert policy only applies to reg ui we can still cert missing pua certs even if on invalidated bye since they go into a separate work basket (see pua follow up in cheat sheet for more info)
Per new missing cert policy what will we do if clt is missing a week prior to the current week they can certify for(reg ui)? Ex: this week a clt calls in asking to cert for missing week 9/12 PLEASE ONE COMPLETE ANSWER;
since furthest we can now back cert is the week prior to the current week clt can claim for (so for this week it would be up to 9/19), we will complete the
CB01 Failure to Certify Questionnaire over the phone with the clt and then xfer them to state and note log : CB01 quest done per p/c clmt req w/e 09/12/21.
DOES THE NEW MISSING CERT POLICY WE GOT TODAY APPLY TO WEEKS THAT ARE IN HELD CERT?
NOOO, A HELD CERT MEANS THEY CERTED SO THE "MISSING CERT" POLICY DOES NOOOT APPLY
122-68-7470 clt missing a few weeks of back certs can we take them?
WE NEVER CERT N CLAIMS BC THERES NOTHING TO PAY
SSN 107-68-4137 lost keybank card, looking to get new one what should we advise?
they have new hire block from july so first wed adv them the new hire process(online to do questionnaire or integrity unit) then we would confirm address on file is correct then have clt reach out to keybank to get a new card reissued(if address not correct we would follow steps to update address for kb clts: idme and proof of address)
069-82-1298
CLT CALLS IN SAYING THEYVE BEEN VERIFIED BY IDME WHAT CAN WE DO FOR THEM?
THEY HAVE DPC FROZE BY KEYBANK IN LOG AND AN MCU REFERRAL; FOR THE DPC FROZE BY KEYBANK WE NEED THEM TO VERIFY IDENTITY (IDME) THEN SEND IN PROOF OF ADDRESS AND WE WOULD SEND BANKING UNIT EMAIL TO MGR. SO SINCE THIS PERSON IDME WAS VERIFIED 7/15 WE WOULD ADV THEM TO SEND IN PROOF OF ADDRESS AND IF THEY SENT IN WHILE ON CALL WE WOULD SENT BANKING UNIT EMAIL TO MGR
085-80-1215
Clt calls in missing pymts 7/11-8/29…what can we advise them?
we would advise clt they were taken for forfeit days(INDICATED BY THE TC19 IN PYMT LEDGER) then we could read them the nmd in bciq and adv them to request a hearing if they disagree
091 94 4900 UNDER 18 but they have been referred to idme what should we advise?
we should follow steps for peeps under 18 and send 418id and post proper log posting for people under 18 (Under 18, 3 forms ID NEEDED) AND 418ID SENT