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WorksheetsPUA Navigation Scavenger Hunt - 2021
Total questions: 40
Worksheet time: 45mins
Do a DOCUMENT Search on Claimant 30264948. Has this claimant uploaded any monetary documents to his account.
Yes
No
Claimant ID : 34381166 - What is claimant's WBA?
$306
$245
$189
$444
Claimant ID: 34381166 - Claimant has an overpayment balance. What is the amount?
$9,213.00
$3,291.00
$9,231.00
There is no overpayment balance on account.
Claimant ID: 31821372
Page down on the home screen. There are 5 weekly certifications shown on the screen. How many of the 5 showing have been submitted, but not paid.
All 5
2
3
All have been paid.
They are all submitted, but none are paid
Claimant ID: 31821372
What is the claimant's Driver's License or State ID Number?
Rz322145
TM022680
TM026680
TM02680
Claimant 30194052 / Go to the Monetary Tab. Go to the Monetary Summary. For 2019 - what are the total wages reported?
$65,500.00
$6,575.00
$6,507.00
$6,557.00
Claimant 3181372 / Does the claimant have any visible deductions?
Yes - 10% for Federal Tax Withholding
Yes - Child Support Deductions
No - there are no visible deductions
Yes - State Withholding
Claimant 30777244 / What is the claimant's payment method?
Direct Deposit
Debit Card
There is no payment method listed
Paper Check
Claimant calls and asks you to assist them by changing the banking information on their account. What do you do?
You help them by going to Payment Method, ask them for the routing and account numbers
You would explain that due to security reasons, you will need to call them on a secured line to change that for them.
You would explain that due to security reasons, you cannot change that information and ask them to log into their account and walk them through how to change it.
You would tell them to call their bank to help them.
True or False: All agents can change the Federal Tax Withholding choice on the claim from 10% to Zero or from Zero to 10%
True
False
Claimant 31821372
What is claimant's weekly benefit amount?
$189
$840
$480
$408
Claimant 31821372
Did the claimant upload income tax records to the 1040 section?
Yes
No
Claimant 34381166
What is the effective date of the claim?
2/12/2021
2/21/2021
2/14/2021
2/12/2022
What is the claim status on 34381166?
Active
Withdrawn
Not Registered
Exhausted
What does WBA stand for?
Weekly Benefit Amount
Worked Benefit Association
Weekly Benefit Assistance
Worked Benefit Amount
Claimant 34381166
What week was the last one certified by claimant in request for benefits?
April 11, 2021 - April 17, 2021
March 21, 2021 - March 27, 2021
April 04, 2021 - April 10, 2021
May 09, 2021 - May 15, 2021
Claimant 34381166
Go to Eligibility Issues and Fact Finding Summary. A document was uploaded on 4/15. What is it?
Passport
Drivers License
State ID Card
Birth Certificate
Claimant 34381166
Go to Eligibility Issues and Fact Finding Summary. A document was uploaded on 4/15. That document is hard to read. What would you advice the claimant.
Nothing. It looks fine to me.
To mail in a new birth certificate.
To please re-upload the document by taking a picture of it from above the document so that the entire document is easily legible.
To go to the Unemployment Office and have it scanned into his account.
Can you change a person's name on the account?
Yes
No
Claimant calls in and says that the amount of the deduction for child support is incorrect and he needs you to correct it. What do you respond.
I'm sorry, I can't correct it. Let me transfer you to the correct department.
What corrections would you need me to make?
I'm sorry there is a mistake on that deduction. I cannot make changes to the amount. Please contact the child support office.
Transfer him to the child support office.
Name something on an account that you cannot do, but will be asked to do by a claimant?
If a claimant is upset due to the amount of time it is taking for us to determine his / her eligibility, can you give them a time frame for the update or review to occur?
Yes, it's 21 days.
Yes, it's usually 90 days.
No. Unfortunately, no time frames can be provided. But, we can advise them to please check their account periodically for any updates.
Yes, everything has a time-frame, we just have to look on the correspondence to get the correct date and then provide that date to the claimant.
We have a system that you log into at the beginning of the shift called AWS. What is it used for ?
A claimant calls in and wants to talk to a supervisor, what do you tell them?
If the claimant has a driver's license or state id number listed on the account, how many more pieces of verification information do you need before you can provide information on the account?
4
2
1
We need them to verify everything on the account.
Claimant 30366506
Does this claimant have an overpayment balance?
Yes, $18, 048.00
No
Yes, $18,045.00
Yes, $1,804.50
Claimant 30366506
On a document search, what information are you ultimately looking for to be uploaded in this section?
Claimant 31821372
Go to the Monetary Tab
Is claimant's income listed here?
Yes, $10,000 for the year
Yes, $37.80
Yes, $11, 928
Yes, $72,614.00 for the year
Why do you check daily allocations in TMS?
When you place someone on hold, you must check back with them how often?
Every 90 seconds.
Every 2 minutes.
Every 60 seconds
There is no time frame.
Claimant 33063970
Did claimant upload income documents?
Yes
No
Claimant ID: 31821372 - Claimant has a pending issue of Employment Evidence Requirements 90 day. Has the claimant updated documents to this issue?
Yes - 2 of them
No - None
Yes, - 3 of them
He has no pending issues
What is the minimum WBA in Ohio for PUA?
$189
$269
$198
$203
Claimant ID: 31858211 - What is the claim status on this account?
Withdrawn
Exhausted
Active
Not Registered
Claimant ID: 31858211
Go to View Correspondence. There is a Custom Fact Finding on 5/20/21. What are we asking for?
What is a Monetary Determination?
What is a non-monetary determination?
Claimant ID: 31858211
Claimant has certifications that go back to September. Can we skip those to do a most recent one in May?
True
False
What do you look for under Issue Summary?
Claimant ID: 31858211
Go to Payment History page - The week end date of 11/14/2020 did not get paid. Why not?
