ID.ME
If clt has been verified by idme in the log on 8/19 by pua bot what do we do?
"DEFER CLT IF LESS THAN 10 DAYS SINCE VERIFYING IDENTITY WITH ID.ME"
WHAT IS THE FURTHEST WE CAN GO BACK FOR MISSING CERTIFICATIONS ON REG UI CLAIM
2/28/2021-ANY WEEKS PRIOR TO THIS WEEK SHOULD BE REQUESTED IN WRITING IF WE HAVE NOTHING HELD
WHAT KEYSTROKE DO WE USE TO GET TO VERIFYING INFO FOR CLT
SESS B UBWR SHIFT F10 X ENTER
DO WE HAVE TO PUT SPACES/DASHES/SLASHES IN SSN?
YESSSS PLEASEEEEEEEEE
AFTER 9/5 WHO WILL CONTINUE TO GET PAID
CLTS WITHIN THE FIRST 26 WEEKS OF THEIR REG UI CLAIM (104 EFF DAYS)
IF CLT HAS DNP SEE LOG AND IDME VERIFIED IN JUNE BUT MOST RECENT LOG SAYS OSI IS INVESTIGATING CLAIM CAN WE REMOVE HOLD?
NO, IF EVIDENCE OF MCU OR OSI WORKING ON ACCT WE DO NOT TOUCH CLT AND JUST ADV CLT ITS UNDER REVIEW
WHAT 406 VERSION SHOULD WE ALL BE USING?
WHAT TALLY SHEET?
HINT: WHAT CHANGED ON THE TALLY SHEET?
406.21 VERSION 3.1
THE TALLY WE SHOULD ALL BE USING NOW HAS WDS COLUMN AND DATE COLUMN aka master tally tracker
WHAT SCREEN DO WE ALWAYS ENTER SSN IN FIRST AND WHY?
RIC, SO WE CAN CHECK IF THERES A PARTIAL CLAIM
at level 1, if a caller asks to speak to someone else, the level you tell your caller you are sending them to is...
we never tell clt the lvl or dept we are xfering them to
We should never leave the caller on hold with that terrible music for more than THIS many minutes.
3 minutes MAX at a time
WHEN WE ARE REFERRING A CLT TO IDME SO THEY CAN DO BACK CERTS SHOULD WE POST CONTROL
NO WE SHOULD JUST GIVE THEM SITE TO GO TO BC CONTROL WILL STOP CURRENT PYMTS
WHAT IS THE FURTHEST WE CAN BACK CERT FOR PUA CLAIMS
WHAT SCREEN DO WE USE TO CHECK HELD CERTS?
BCIQ EITHER IN SESS A OR SESS F
BCIQ 6 SSN ENTER
WHAT SHOULD WE DO WHEN ASKING FOLLOW UP QUESTIONS IN CHAT?
INCLUDE SSN IN FOLLOW UP QUESTION AND TAG HELPER ASSISTING US
HOW DO WE IDENTIFY SUSPENDED ER#?
AND HOW DO WE FIX IT?
COVERAGE CHECK, PUTTING ER# IN ERSH
IF SUSPENDED ER WE USE ALPHA SEARCH/ERSH TO FIND CORRECT/UPDATED ER# IF NOT WE USE 99-23247 IF WE CANT FIND CORRECT ER##
CLT SAYS THEY COMPLETED IDME BUT WE DONT SEE ANYTHING IN THE LOG SAYING THEY HAVE BEEN VERIFIED WHAT CAN WE DO?
WE CAN GIVE CLT SELF HELP LINK FOR ID.ME
PYMT LEDGER IS USED TO SEE WHAT WEEKS WE HAVE RELEASED PAYMENTS FOR (USED TO DETERMINE IF CLT ALREADY PAID FOR A WEEK) IT WILL LET US KNOW WHETHER PYMT WAS SENT TO DIR DEP OR DBC AND IT WILL SHOW IF PYMT IS RETURNED
SESS B UBWR SHIFT F5
WHEN MUST WE DO IBIQ REQUEST IN SIDI?
ALWAYS ALWAYS DO IBIQ REQUEST (just hit F5)
NOOOOOO PUA CLAIMS DO NOT NEED TO FILE NEW CLAIMS THEY CONTINUE EXTENSION AUTOMATICALLY
IF A CLT SAYS THEY CANNOT ACCESS IDME CAN WE HAVE THEM SEND IN 3 FORMS ID AND DO SURVEY?
ONLY IF THEY ARE UNDER 18 OR DONT SPEAK ONE OF THE LANGUAGES FOR IDME. WE CANT MAKE EXCEPTIONS
IF A REG UI CLT HAS BEEN GETTING PAID EVERY WEEK NOTHING HELD AND JUST MISSED 8/15 DUE TO FORGETTING CAN WE TAKE CERT FOR HIM?
NOT ENOUGH INFO... DID HE DO IDME??
IDME VERIFIED: WE CAN CERT
IDME NOT VERIFIED: HE MUST VERIFY FIRST IF HE DOESNT HAVE SITE GIVE HIM WEBSITE
YES, SIDI TELLS US WHETHER OR NOT A CLT HAS WAGES/CLAIMS IN ANOTHER STATE SO IMPERATIVE WE CHECK ON EVERY CALL TO PREVENT/CATCH POTENTIAL FRAUD
IF SESS A GOES BLANK HOW CAN WE FIX IT?
HINT: CHEAT SHEET
COMMUNICATION DROPDOWN THEN HIT CONNECT THEN ENTER LOG ON INFO
FOR REG UI CLTS WITH EXPIRED CLAIM 8/15 CAN WE FILE NEW CLAIM FOR THEM IF NOTHING PARTIAL IN RIC?
NOOO, PER THE NEW PROCESS WE MUST REFER CLTS TO FILE CLAIM ONLINE OR VIA PHONE IVR
WE CAN ONLY FILE IF PARTIAL RIC
THE REASON IS SO THE CLT IS RESPONSIBLE FOR EVERY ANSWER THEY PUT IN