Scripts
This is the frequency claimants must certify.
Things you should avoid disclosing to a caller (victim or employer).
What is do not disclose/provide the victim or employer with any claim information such as address, phone number, and payment method?
The date that the 1099G rollout began.
What is 01/29/2021?
This is the limit of dependents per claim.
What is one dependent?
What is anything other than Lack of Work, we should check YES to Separation Issue?
This is the only payment method you can put on the account.
What is the KeyBank Debit Card?
This is Section 1900 of the IL UI Act.
What is the section that states IDES could be held liable for any damages (physical or to property) if claimant or employer decided to take matters in their own hands?
The day the Address Effective Date field will display prior to the current date.
What is Sunday?
This is how a claimant can claim an adult as a dependent.
What is if they do not have enough wages of their own to qualify for benefits. Spouse can work in another state and if there are no Illinois wages, the spouse may be eligible as a dependent on the claim
This is how to review Security Question Responses.
What is choosing the Claims tab. Click Claimant and choose the Reset Claimant Password tab.
The number of weeks of benefits per Benefit Year.
What is 26 certification weeks?
These are the things to record on your ID Theft spreadsheet when an individual contacts IDES.
What is Victim’s first and last name, Victim’s telephone number, and Victim’s full claim ID number (if available).
This is where you would transfer a call if the claimant needs to file a PUA claim (in English).
What is DES.CSC.Claims.PUA.Eng 15551413100?
This is how to disable a dependent.
What is updating the end date?
(Side Note: It must be the previous Saturday from call in date. You must NEVER delete a dependent. )
You must do this if the "Unblock Registration" button is NOT editable (grayed out).
What is requiring staff to submit a ticket to the Helpdesk.
(Side Note: Otherwise, follow the Unblock Registration process in the Insight Global IBIS Powerpoint.)
These are the things the claimant will have access to if they register and certify online at ides.illinois.gov.
What is;
1. Ability to Certify
2. You can updated banking information for direct deposits
3. You can upload requested documents
4. You can view payment history
5. Update address/passwords on your own
6. Look for work history on Illinois Job Link (IJL) which is a requirement to collect benefits.
What to tell a claimant when they report fraud and need to open a UI claim.
What is informing them to check online in a few business days and see if they can apply for UI benefits. Otherwise, they will receive a determination letter in the mail. Once that is received, they will be able to apply online.
The KIs needed to update a claimant's Name.
What is Driver's License/State ID/Marriage Certificate with Correct Name/Divorced document, A court signed document for name change- if not on file ask claimant to submit document to ECF (Electronic Case Folder)?
This is how to add a dependent (under 18) to an existing claim.
What is;
Select ADD, Choose Dependent Type, Enter Dependent Information, and SUBMIT?
These are the Enhanced Key Identifiers.
What are;
Basic key identifiers: Claimant’s Name, CID, Date of Birth
Review and verify security question responses
Verify the Driver’s License/State ID information that is in IBIS i.e. DL/State ID number and weight
Verify the claimant’s email address
The proper way to leave a voicemail.
What is,
"Hello. I am calling you on behalf of the Illinois Department of Employment Security. We are returning your phone call. We are sorry that we have missed you. Please reach out to 800-244-5631. Have a great day."
The five ways that UI Identity Theft is often discovered.
What is;
An individual is notified by their employer that a claim for benefits has been filed when the individual has not been separated from employment.
An individual attempts to file a claim online and one already exists.
An individual receives IRS correspondence regarding unreported UI benefits.
An individual receives notice of a State or Federal tax offset.
An individual receives a debit card or an unemployment insurance letter (UI Finding) and has not filed a claim for benefits.
These are reasons we cannot reset registration.
What is;
1. There is a 500B Identity found in the Claimant Issue List (with a high-end date of 12/31/9999 and a result of deny)
2. SOS Validation has a status of failed
3. If there is a comment mentioning that an affidavit has been filled out for specific weeks (advise that payments will continue, but the hijacked payments must be investigated)
(Side Note: If cannot unblock or NULLIFY/RESET REGISTRATION (grayed out buttons) then send the information to your Team Lead, and they will have to post a Helpdesk ticket for claimant.)
All of these conditions must be met for a claimant to claim a child as a dependent.
What is;
The child has not been claimed as a dependent by anyone else during the past year.
The child is not a member of the same family in which one child has been claimed as a dependent by the other parent.
The child is under 18 years of age,
The child is over 18 years of age and unable to work because of illness or other disability during the 90 days prior to the first day of each week for which the claimant filed a claim for benefits.
The child is a natural child, a stepchild or adopted child, or the child is in claimant’s custody by court order.
Claimant provided more than one-half of the support for the child or claimant provided at least one-quarter of the support if claimant and claimant’s spouse together provided more than one-half the support and were members of the same household.
These are the steps for creating claims.
What are;
Enter Claimant Information (SSN, Name, DOB, etc)
Complete Screening Questions
Adding Address
Editing Personal Information
Adding Employment Information (Should auto populate if Employer was reporting wages, if not add Employer) DO NOT ADD WAGES
Add Separation Details from Last Employer
Confirm LEU/BCE (Last Employing Unit/Benefit Chargeable Employer)
Confirm Issues Listed
Complete Claim Details and advise of Benefit Rights Information