123-4          WHEN TO CONTACT THE UI SUPPORT TEAM

If you are unable to obtain the information you need by talking to the client and reviewing the DOLDepartment of Labor screens, the caseworker may contact the UI Support Section at (907) 465-4691.

The UI Support person can provide current status information regarding a client's claim. Do not ask for information regarding the likelihood of the benefits starting or stopping or changing.

If the UI Support person informs you that the client is disqualified indefinitely, document this in the CANOCase Notes. No UIBUnemployment Insurance Benefit income will be anticipated. Do not ask the DOLDepartment of Labor staff person for information regarding the likelihood of the disqualification being lifted.

Note:

When contacting the UI Support Section, identify yourself as a DPADivision of Public Assistance staff member by giving them your name and the office where you work so that DOLDepartment of Labor can ensure that UIBUnemployment Insurance Benefit information is only provided as authorized by law.

123-4 A.      CALL THE UI SUPPORT SECTION WHEN:

• Information on the DOLDepartment of Labor/UIBUnemployment Insurance Benefit screens is inconsistent or does not match information provided by the client.
• It appears benefits have been interrupted or if there is no sufficient information to determine whether benefits will be stopped or delayed.
• The client indicates that they do not expect the full weekly UIBUnemployment Insurance Benefit payment or that the payment will be delayed and this information cannot be verified with information available in the DOLDepartment of Labor data system.
• There is information that indicates that payments are being used for a UIBUnemployment Insurance Benefit overpayment claim. The worker may need to call the UI Support Section to see when the overpayment will be paid back and the client will start receiving benefits again – UI payments are excluded while applied to an overpayment claim.

123-4 B.      DO NOT CALL THE UI SUPPORT SECTION:

• Before you check the DOLDepartment of Labor data screens
• To confirm what you are seeing on the DOLDepartment of Labor screens
• For information regarding the circumstances of a job quit – UI rules relating to job quits differ from public assistance program rules.
• For claimant's employer names and phone numbers – The client should be asked to provide this information.
• For contact names and phone numbers of out-of-state UI offices – The client should be asked to provide this information. It may also be found via the Internet.