DEED WorkForce Center Reception and Resource Area Certification Program

1. DEEDWorkForce CenterReception and Resource Area Certification Program Unemployment Insurance Training Preparing the Customer and UI ResourcesSegment 4

2. Segment 4 Preparing the Customer and UI Resources • Basic UI Terminology • Preparing the Customer • Responding to Customers Who Ask for Benefits • UI Resources

3. Basic UI Terms Determination of Benefit Account: A letter that shows the amount of benefits an applicant would receive if determined eligible. First week is not paid: The first week the individual applies and is eligible to receive benefits. It is never paid, but applicant must request it in order to get credit for any future week. Weekly Benefit Amount: The weekly amount applicant can be paid on a benefit account if eligible. Benefit Year: The one-year period following the benefit account date. There is only one benefit account each year.

4. Preparing New Applicants • Explain the UI program and application options: phone or online. • Provide resources: UI brochure and UI Web site address. • Applicants should have the following information before applying: • SS # or Alien Registration # • Driver’s License or state I.D • Address, phone number and birth date • Employment history for all employers within 18 months • Name, address, dates, pay and reason for separation • Union membership #, if applicable. • Electronic payment options: direct deposit, bank information is needed, or debit card • Because each applicant is different, the process is individualized. • There are no trick questions, just read and answer each question. • Use online FAQs or contact UI customer service for help.

5. Responding to Customers Who Ask About UI Benefits • New Applicant: • Explain application options. • Determine if language assistance is needed. • Provide online and print resources. • Prepare applicant for the application process. • Returning Applicant: • Refer questions to FAQs • Refer unanswered questions to CSR • Refer applicants to workshops • Assist with job searching strategies

6. Resources – WFC Staff Quick Reference Guide – Reception Area • One-page ‘cheat sheet’ with reminders on how to refer UI customers. • The goal is to refer UI customers effectively and quickly • Apply for benefits to the online application or to the automated phone application, or; • Have a question about their UI benefits to a UI Customer Service Representative (CRS).

7. Quick Reference Guide

8. Resources – UI Customers • UI Business Cards • Order from DEED stockroom • How to Apply brochure • Available in English (DEED-70431-01), Spanish (DEED-70432-01), Hmong (DEED-70433-01), Somali (DEED-70434-01) • Order from DEED stockroom • Get Answers to Your Unemployment Benefit Questions (phone tree) • Will soon be available in Spanish, Hmong and Somali.

10. Resources – UI Customers Cont. • Guide to the Online Application for Unemployment Insurance (UI) Benefits • Best for use in Resource Areas when completing application online.

11. Guide to Online Application – Cover

12. Guide to Online Application – Page 1

13. Guide to Online Application – Page 2

14. Guide to Online Application – Page 3

15. Guide to Online Application – Page 4

16. Guide to Online Application – Page 5

17. Discussion Point 1. What is the first thing you should do to assist a UI customer who speaks a different language other than one of the four available languages using the automated phone?

18. This completes Segment 4 training for Unemployment Insurance Thank you.