True or False
If a clmt has an issue 51 we need to adv. them to please provide proof of not being paid , staff contract or statement to a reason why they are not being paid at this time.
False
What system do we send emails to
Salesforce
What causes Someone to become MI?
Did not meet DC wage requirements , no Dc wages , Federal Wages , self employed gig worker
In the Video We watched on Tone Of Voice
What is the third tone advice the video gave us?
"Keep it Causal and Friendly"
If caller asks to speak to a mgr./supervisor
acknowledge them and state that you would like to help them and look for any new activity on their account that may answer their needs.
We can make in person appointments for clmts when they call.
False
What screen do we use when we have to see the issues for the clmt.
screen 02 on Docs
CSR Takes Call *If caller asks to speak to a mgr./supervisor,
acknowledge them and state that you would like to help them and look for any new activity on their account that may answer their needs. *If caller asks more than 1 time advise the caller, they can set up an appointment to get some in person service
What does program code 08 mean?
Combined Wage Claim
What would you advise a claimant who does not have access to the email on their claim?
claimant states that they need to change their email address they may email a copy of their valid government issued photo ID and SSN card to does.onestop@dc.gov send a statement indicating they no longer have access to the email on file
Language line is used only for Spanish
False
We need to upload documents to webs . what do we use
UIDMS
how to handle a fraud clmt
review WEBS notations to determine if this has already been reported. If not, complete the fraud intake form here. Place notations in WEBS that this information has been added to the form. May give BPC email
If a claimant exhausted their benefits, can they submit a new claim if the claim has not expired?
NO
When a clmt states it has been more then 21 days and they have not got a response from anyone.
Give empathy and you understand, depending on the notes from webs and SF , scrub the claim and see if we need to escalate
New in person appointments come available every Thursday and Monday morning @10am
False! Available every Friday at 10am
When you Click on Z9 on webs.
Z9 forms show you the weekly certs and how they answered them if you click on view it will allow you to see how they answered the questions.
" Excuse me sir/ma'am , I would like to notify you that I am allowed to disconnect the call if this aggressive/abusive/profane language continues. Please allow me to assist you the best that I can at this time.
when a clmt has issue 99 , what do we advise them to do?
Sent out by BPC required to get an issue 99 reviewed)
"The Wage Audit Notice" gets sent by the Benefit Payment Control Unit (BPC) and are sent out in the order the issue 99 is detected, unfortunately, we cannot give a time frame as to when a CLMT will receive theirs, but we can request one if the claimant has not received it.
When a Clmt Has an appeal and it has worked in their favor , how do we proceed?
unfortunately there is not time frame but make sure all WCF are uploaded and depending on time have more time allowed , over 21 days from final order request approval for Escalation and add to further review
it takes a clmt to receive a VOB letter more then 15 days?
False , it takes 7-10 days
what system and Screen are used for Direct Deposit Profile and Extended program data
Docs 70 and 90
If a clmt calls and ask "why they did not get the money yet"
Proceed by looking into webs , docs to see if any issues or they are MI . check SF if documents needed to clear were ever sent.
What should you verify before requesting a determination letter?
Appeal
If a claimant is disqualified for an issue 83, what should you advise?
Clmt would need to send a copy to doesui.verification@dc.gov of their gov. ID and SSN
Only issue they can overturned " disqualification can be overturned one they recv. Documents and once a claim E. review they will overturn