Telephone Script the Procedures Guide

Please review the information prior to making calls. Once you understand the process, refer
to the script only document.

“Good Morning/Afternoon/Evening.”

“I am calling on behalf of the New York State Department of Labor. My name is ________, may I speak with
_________.”

“Hi _______, I see that you filed an unemployment insurance claim with the New York State Department of
Labor by (phone/online) on date, (found on spreadsheet) .

Did you receive an automated call that says that your claim is complete?

If Yes: Thank you. I am confirming that we have the information necessary to complete your claim. If
we need additional information, a representative will contact you, there is no need to call us
back. You will receive a determination letter in the mail with further information

If No:I am calling to ask you a few questions in order to complete the information on your claim. Do
you have a few minutes to do this now?”

**COMPLETE INFORMATION USING CLIENT WEBSITE**

https://forms.ny.gov/s3/DOL-UI-Follow-Up-Call-Volunteer
Password: c0vid-19

If self employed. End and say…Thank you for providing the additional information needed to
process your claim. If we need additional information, a representative will contact you. No
need to call us back.

“Thank you for providing this information. Next we will cover questions related to your weekly
certifications. These certifications are done each week and will be retroactive to the date you last
worked. Our records indicate you last day of work was _______.”

You must read the following acknowledgement after each verified week. Repeat for each weekly
certification you are obtaining.

“The statements you provided must be true and correct and that you are not claiming benefits
for any part of the above week under another State or Federal Unemployment Insurance Law.
You also understand that the law provides severe penalties for false statements.”

Closing Script – Only read once at end of call

“Thank you for providing the additional information needed to complete and process your claim. If we
need additional information, a representative will contact you, there is no need to call us back. You
will receive a determination letter in the mail with further information.

“You will need to continue to certify for benefits each week. The most efficient way to certify for your
benefits is online at www.labor.ny.gov. if you do not have internet access you may claim benefits by
phone at 1-888-581-5812.” (once a customer’s claim is complete, the online system will give them the
option to certify for benefits).

If the Claimant asks you additional questions about their claim, you can state:
“I am sorry I do not have access to additional unemployment insurance information system,
and I am unable to provide you with additional information.”