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 DOL Department 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 CANO.  No UIB Unemployment Insurance Benefit income will be anticipated.  Do not ask the DOL Department 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 DPA Division of Public Assistance staff member by giving them your name and the office where you work so that DOL Department of Labor can ensure that UIB Unemployment Insurance Benefit information is only provided as authorized by law.

123-4 A      CALL THE UI SUPPORT SECTION WHEN:

• Information on the DOL Department of Labor/UIB Unemployment Insurance Benefit screens is inconsistent or does not match information provided by the client.

• It appears benefits have been interrupted according to information on the BB52 or BB53 - Information on the BB40 (Issue/Adjudication List) screen is not sufficient to determine whether benefits will be stopped or delayed.

• The client indicates that they do not expect the full weekly UIB Unemployment Insurance Benefit payment or that the payment will be delayed and this information cannot be verified with information available in the DOL Department of Labor data system.

• There is information that indicates that payments are being used for a UIB Unemployment 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 DOL Department of Labor/UIB Unemployment Insurance Benefit data screens

• To confirm what you are seeing on the DOL Department 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.