WorksheetsSME Quiz
Total questions: 35
Worksheet time: 1hrs 16mins
Would you approve this transfer request?
Yes
No
The answer to the previous question should have been "no." Why?
Which issues are we allowed to re-escalate, and how do we do so?
What is the correct response to this question?
Yes go ahead and file the new claim.
No, we would want to fill out the CSC form to get them 607B requalified.
No, The claimant needs to send in proof of wages.
Not enough information given to answer.
What (if anything) is wrong with this transfer request?
A claim has out of state wages, military wages or federal employee wages. Do we always transfer such calls?
Yes
No
An agent states that their caller is at home/not working due to their company sending them home to quarantine due to a positive covid-19 test, and wants to know more about this situation. How do you respond?
Where should we transfer questions about overpayments?
Adjudication
BPC.Coll
Other.out
This is not a transfer
What are some good reasons to file a claim even if you know it will be denied?
What issue(s) do we need to check for before backdating and/or entering in missing certifications?
Which of these are justifiable reasons for a backdate? (select all that apply)
Claim had 500B identity status and claimant was unable to file
Claimant was in the hospital
Claimant's spouse/child was in the ICU
Claimant's employer told them not to file
Claimant forgot
What is the difference (if any) between backdating and late reporting?
What is the difference between a new, reopen, additional, and transitional claim?
Claimant is not getting paid, and you find this ADJ issue. The claimant states that they never received an interview or even a notice of interview.
What are our best next steps here?
The claimant calls because "it only let me file one week." You see that their benefit year ended after "week 1" of the latest certification and during "week 2" (in the below example, 1/1/2022). What's the best solution?
Do Nothing
File a new claim, tell them to certify in 2 weeks and send in a backdating questionnaire for the "missing" week.
File a new claim, backdate it properly to make it a "transitional" claim, enter in the "missing week" and tell the claimant to certify in 2 weeks
File a new claim, backdate it properly to make it a "transitional" claim, enter in the "missing week" and tell the claimant they will be able to certify for the missing weeks plus the next two weeks next time they certify
File a new claim, backdate it properly to make it a "transitional" claim, and tell the claimant to certify in 1 week (they will be able to certify for the missing week and the current week.)
Which issues can affect WBA?
Changing Date of Claim
Changing Benefit Year Begin
Moving onto an extension
Adding "proof of wages" that have been sent in by the claimant
Which of these issues indicate possible fraud on the claim? (select all that apply)
500B Claim
500B Identity
All adjudication issues indicate some sort of fraud
No Law
What documents are required for resolving a 500B (fraud) issue? (be specific and include any alternatives for each one)
If SOS validation is blank or "not validated" what should we do?
Treat like any other SOS issue : make sure ID's are on file and xfer to ADJ
Transfer to ADJ but ID documents are not needed
Troubleshoot OKTA issues
Troubleshoot IDES Login issues
Which of the following are we allowed to unblock/reset? (select all)
Internet Block
Online registration Reset
Direct Deposit Block
IBIS password reset
None of these
Where can we learn more about 500B (fraud and no fraud) and online registration issues?
What is 607b ineligibility and when (if ever) can we make a claim 607b eligible?
What (if anything) is missing from this transfer request?
What (if anything) needs to be corrected about this request?
There is a non-monetary decision in a PUA claim that the claimant has not sent in proof of their identification. There are no documents on file. What steps need to be taken to resolve this issue?
How would you determine the payment method (including bank and last 4 of account if applicable) for previous payments?
Claimant cannot log in and did not receive their most recent payment. You are able to determine that the direct deposit account has changed from what it used to be. You can see 1 payment to the new account. Also, the claimant's security questions do not match what they are saying. Please list all steps that would be required to resolve this issue.
When filling out the affidavit of non-payment, what bank should we use?
The claimant's bank
Keybank
The fraudulent account
Your own bank account
Name all troubleshooting steps you would do if a claimant calls stating that they "can't log in." You've confirmed that the claimant has registered for both OKTA and IDES and the claim is linked.
A claimant has been able to register for OKTA, but can't get into regular UI. What probing questions and troubleshooting can we take?
What does it mean that an appeal "has not been indexed?" (include all places you'd look for an indication of this) and what is the resolution to this issue?
There is a reason this transfer should not be approved. What is it?
(a)
A claimant has a 602A denial from 8 months ago. They now want to file with a new employer (2 month temporary assignment) and a new LDW. What steps do you need to take to resolve the old 602A?
A claimant calls about a missing check. We see in payment history that the check in question has been "cleared" meaning it's been cashed. Which documents do we need to fill out? (select all)
Request for replacement check
Affidavit of Non-Endorsement
Affidavit and Missing Check tracker log
Affidavit of non-payment
Which of these will the claimant have to answer when setting up direct deposit online?
Social Security #
Claimant ID
Driver's License/State ID
Security Questions (Mother's name, claimant's birthplace)
Date of Birth
