TCSES
Screen used to pull up the members employment history
What is the EMPD screen used for?
Phone call: I need an IWO for my employee.
What would be the next step?
Transfer the employer to the Employer Services line.
Which Judicial Districts do we proceed with for escalations?
JDs: 6, 11, 20 and 30
You come across an address that belongs to a 3rd party.
What do you do next?
Notify Alyssa, attempt to locate corporate address for Employer.
Screen used to pull up the Member ID?
What is EMPD?
You are on the phone with the employer attempting to verify information. The person who answered is asking who the case is under.
What would you need to ask the person on the phone before providing this information?
Ask if they're a member of management, owner or person in charge of payroll
If a member has 10 open employers and they are an AF member, do we proceed with the escalation?
No
bonus: Do we close out the open employers?
What is the next step?
Transfer to Raouf
What code would we use to process a term on the EMPD? Ex. Employer is reporting a member has been terminated. What is the code we would use on the result field?
TER
Phone Call: I'm trying to login to the new hire site. Can you help me?
What would be the next step?
Gather the following information:
Name, Phone, FEIN and Business name. Proceed to ask in the customer-service chat if someone can take the call.
When are payments considered current?
Payments received within the last 30 days
You are working a maintenance email when you notice the member has an open entry for ARP Bankruptcy.
Do we still work our email and add the employer to the EMPD?
Screen used to find the members case number?
MCAS
Phone call: Stop sending me these turnaround documents.
What would be the steps we take to get these suppressed?
Ask for the Employer ID, verify information on EMNT, suppress turnaround docs
Do we check for payments on X cases?
No
What do you do?
What code would we use to process a term for a member who is being reported as deceased?
DEC
Phone Call: I am a third party and I want you to stop sending these documents to my client.
What would be the correct response?
The employer of record would need to request to opt out of receiving the Turnaround Document since it is addressed to them and the sole responsibility of the court ordered obligations lies on them.
They can simply send an email request to this email address and we can suppress the document.
When scrubbing your batch, you have 1 open employer that matches the FEIN on your referral. You check the AEAL and your referral address is there.
What would be the action for Admin?
Employer already active on EMPD
Per State Directive, which employers should never be closed out on the EMPD?
SSA, USPS and Employers added within the last 30 days