CONNECT Application Training Module 2

1. Introduction: CONNECT Module 2

1.1 Introduction

Notes:

Welcome to the DEO CONNECT Application Training Module 2.

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1.2 Lesson Objectives

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2. Reopening a Claim

2.1 Intro: Reopening a Claim

Notes:

A claimant may wish to reopen an existing claim. This will only occur on inactive claims
that are still within their BYE. This may occur when a claimant previously returned to
work and had a separation or if they were not continuously requesting benefits. In the
next few slides we will show you how to reopen a claim.

Please note: Due to the crisis associated with COVID-19, agents will be authorized to
modify information, as requested, on behalf of all claimants. The changes may apply to
address, phone number, e-mail, and tax withholding, and they may only change the
Payment Method to the Way2Go Debit Card. These circumstances will be described in
detail in the applicable slides.

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2.2 Reopening a Claim

Notes:

To begin this process, after you have searched for the claimant and brought up an
inactive claim, click on the Reopen link on the left menu.

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2.3 Fraud Statement

Notes:

This is the Fraud statement screen. You are authorized to read only the final agreement
paragraphs of the Fraud statement. If the claimant refuses to acknowledge, you cannot
reopen the application on his or her behalf.

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2.4 Updating Personal Information

Notes:

You will first be taken to the view and maintain contact information screen, on this
screen If any of the previously verified personal information needs to be updated, select
Edit. Otherwise, select Next.

Please Note: Be careful when updating the claimant’s personal information. Please
ensure the information is entered as the claimant requests. CONNECT may provide a U.S.
Postal Service standardization of the claimant's address, advise the claimant of the
presented options and then select the address the claimant indicates. Also, please note
that Way2Go debit cards cannot be mailed to General Delivery addresses.

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2.5 Tax Withholding & Payment

Notes:

Normally, agents would not be able to make changes, however due to the COVID 19
situation agents can make changes to tax withholding and can only change Payment
Method to the Way2Go Debit Card. To complete this, select the Edit button and update
the information. If the claimant wishes to make changes to the information on file, you
can complete this by selecting edit and updating the information.

If the Claimant wishes to modify their payment method to direct deposit, they will have
to complete this on their own. Advise them to go to “View and Maintain “ and select
Payment method.
Then, select Next to proceed.

Note: The claimant may wish to verify their banking information but the agent can only
confirm if the information on file is correct but cannot provide the information to the

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claimant.

2.6 National Emergency

Notes:

Ask the claimant “Are you filing as a result of COVID-19” and click the appropriate box .
If the answer is “no” click Next. If the answer is “yes” read the next sentence, select the
appropriate county, and click Next.

You will then ask the claimant if they have worked since the date provided. If the
answer is “no” they will not need to provide any employment information. If the answer
is “yes” then all employment since the date provided will need to be acquired. We will
show you how to locate and input the employer’s information on the next slides.

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2.7 Employer Information

Notes:

If the claimant worked for one of the previous employers listed they will check the radio
button next to that employer and click Next to complete the employment information.
If they have had other employment not listed they will use the dropdown to select the
“employment type”.

Please note Florida, Federal Civilian, Out-of-state, Military and Self-employment options
are available. After selecting the employment type, click Add. For the purposes of this
training, we will show you how to conduct a Florida employer search.

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2.8 Employer Search

Notes:

On this screen you will search for the Florida employer using the FEIN from the W-2 if
available or the Employer’s name as listed on the check stub and click Search. You will
then select the correct employer from the search results at the bottom of the page. If
needed you may need to conduct additional searches by Employer’s Name.

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2.9 Employment Information

Notes:

You will receive this screen for each employer separation. The name and address for
each employer will appear separately. If the claimant worked at a location other than
the address listed , input the physical address and the phone number. After completing
the start and end date, you will ask the caller for responses from questions 1 thru 7.
You will also select the reason for separation, descriptions are included.

If the reason for separation with this employer is COVID related you will select Layoff. If
any separation other than Layoff you will select the reason and click Next.

Additional options will need to be reviewed with the claimant and selected. After
selecting Next, these separation issues will result in a Fact-Finding document. This will
be completed by the claimant later, after the call is complete, we explain how to advise
the claimant of this a little later in the training. Continuing, You will hit the Skip button
at the bottom of the page when they appear. You will then select Next and continue

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completing the employer information until all are completed.

2.10 Return to Work

Notes:

If the reason for Separation is a Lay-off you will ask the claimant the question and
complete the responses. If the claimant is going to return to work the date must be
completed. If they answer “yes” to number 2, after click Next, you will receive a fact-
finding document which you will skip by hitting the Skip button at the bottom of the
page when it appears and click Next.

Please keep in mind if claimant is unsure of Return Date to select “no” in question 1.

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2.11 Additional Employer Information

Notes:

After entering the employer’s information, you will be brought to this screen where you
can add additional employers by clicking the “Add more employment” radio button or
you can select “All my employment is listed” and click Next.

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2.12 Eligibility Information

Notes:

You will ask the claimant all the eligibility questions and select the corresponding
answer. Any “yes” answer from questions 1 to 8 will result in a fact-finding document
which you will skip by hitting the Skip button at the bottom of the page when they
appear. If “yes” to questions 9 or 10 the additional fields will need to be completed and
click Next. Please remember, fact finding documents will need to be completed by the
claimant after the initial claim process.

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2.13 Workforce Registration

Notes:

Advise the claimant that the Workforce Registration , Waiting Week and the Work
Search requirements have been suspended until May 2nd, however, you will need to
read each of the statements provided and ask the claimant if they agree and then check
the “ I agree” box for each, then click “next”. They must agree to each statement or you
won’t be able to proceed.

Please note that this page shows an example of all the statements, but the page you
receive may have fewer statements.

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2.14 Submitting Application

Notes:

You will read both statements that begin with “ I have answered all...” and “By
submitting this application….” You will enter the claimant’s Social Securityy Number in
the field provided and select Submit to complete the Reemployment Assistance Benefit
Application.

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2.15 Submitting Application

Notes:

After submitting the application, you will confirm with the claimant the date and time
the application was submitted. You will advise the claimant to request benefits every 2
weeks and advise them of the report date listed in the Request Benefit Payment box
and click “next”. Also, Advise the claimant that they will want to regularly check their
Inbox for documents that may require their attention, this is also when they will want to
go in and update their direct deposit information.

Finally, before moving on to generate a temporary PIN for the claimant, Again, you want
to verify if the claimant already has a PIN established and if it’s working. If so, thank the
claimant for calling Reemployment Assistance and say have a nice day.

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3. Requesting Benefit Payment

3.1 Intro: Requesting Benefit Payment

Notes:

“Florida’s Governor has issued an executive order suspending “the biweekly reporting
requirement by claimants of ‘actively seeking work’”. Additional guidelines and related
procedures are currently unavailable. Under normal circumstances, The claimant is
responsible for requesting benefit payment (RBP) for the week(s) they are actively
seeking work in order to receive benefits. In some cases, a claimant may need an agent
to assist him or her in requesting benefits within CONNECT; therefore, staff will RBP for
the claimant through the staff portal after verifying the reason for providing agency
assistance.

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3.2 Determination

Notes:

Once the claim has been located, click on “Claimant home” to determine if weeks are
scheduled to be requested. If so, click on “Request Benefit Payment” on the left corner
of menu.

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3.3 AA - Explanation

Notes:

Select the closest reason the claimant states as to why you are Requesting Benefit
Payment” on his or her behalf. If they do not have a specific reason as listed above
select “Other Reason - Exempt “.

In the required “Other reason comment” field, input ( AA due to COVID) click “Next”.
Select the Native language in the Drop down only if the “ Language Barrier “ was
selected.

If the Workforce Registration screen comes up , advise the claimant that the Workforce
Registration has been suspended. Agent will select the “I agree” box and click “next”.

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3.4 Fraud Statement

Notes:

Once again, you are authorized to only read the last paragraph of the fraud statement
to the claimant. You will only read the fraud statement summary for the first week you
are requesting on the current call: If the claimant refuses to acknowledge, you cannot
complete the Request for Benefit on his or her behalf. Click on the Acknowledgement
box and click “next”.

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3.5 Confirming Payment Method

Notes:

This is the initial screen you will see before moving on to request benefit payment on
behalf of the claimant. Please be sure to inquire with the claimant on correct payment
method before proceeding to Request Benefit Payment and click “Next”.

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3.6 Address Verification

Notes:

The following information is what we currently have on file. If any of this information is
incorrect or has changed, please click the Update button below to make the required
changes.
Otherwise click on the Confirm button to confirm the information is correct.

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3.7 Work Search Requirement

Notes:

These are the initial questions for the Work search requirement. Since the Work search
requirement has been suspended until May 2nd, 2020 , you will answer “no” to the 3
parts of question number 1. You will then ask the claimant to respond to the additional
questions. You will skip any fact-finding documents created by hitting the “skip” button
at the bottom of the page when they appear and click “next”.

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3.8 Requesting Benefit Payment Questions

Notes:

If the claimant has Requested Benefits Payment before, you don’t have to go through
the process of reading the statement; if the RBP is for the first time, then you have to
read the entire statement, verbatim. Check the box for, I have read and agree to the
above information*. If the claimant refuses to acknowledge, you cannot request
benefit payment on his or her behalf and click “Next”.

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3.9 Work Search Details

Notes:

If the claimant insists on providing Work search details you will answer “yes” to the first
part of question 1 of the previous page. You will gather the information from the
claimant from the first contact and click “next”. If the claimant had additional contacts
you will click “add” for each contact until the required number is received and click
“next”.

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3.10 Submitting Request

Notes:

Ask the claimant “ Are you filing as a result of COVID-19” and click the appropriate box .
If the answer is “no” click “Next”. If the answer is “yes” read the next sentence, select
the appropriate county, and click “Next”. You will then read the certification and
acknowledgement , check the box and click submit.

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3.11 Payment Request Confirmation

Notes:

If additional weeks are needed click “request benefits” and repeat the process for
requesting benefits. If no additional weeks are needed Thank the claimant and advise of
their next call in date which will display on the next screen and is also available on their
home page.

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4. Conclusion

4.1 Conclusion

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