DEED WorkForce Center Reception and Resource Area Certification Program Unemployment Insurance Training Assessing and Referring UI Customers Segment 3

Segment 3 Assessing and Referring UI Customers Tiers of Assistance The Assessment Stage Referring Resources for Tiers 1, 2, and 3 Customers

Tiers of Assistance Assess the customer’s needs: Reception Area Respond to customer by tiers of assistance required (1, 2 or 3):  Tier 1 customers are those who require the least amount of assistance and are able to use the self- serve options by informing only – no assistance required.  Tier 2 customers require some assistance. These customers may be anxious; need a limited amount of reassurance, or; are most comfortable speaking Spanish, Hmong or Somali.

Tiers of Assistance Continued Tier 3 are customers requiring the most assistance, and needs some help to get connected to a UI CSR.

Assessment Stage: Reception Area Ask if UI customer has submitted an application for UI benefits. Has not yet completed an application for UI benefits  Is unemployed and wants to apply for benefits  General question Has completed an application for UI benefits  Has a question (needs to speak to a UI CSR) o Get Answers hand-out  Password issue (needs to speak to a UI CSR) o Get Answers hand-out  Wants to file an appeal o Online, fax, mail

Tier 1 Customer Needs to apply for benefits Able to self-service  Refer to the How to Apply brochure  Online or automated phone o Online - 80% of customers apply online o Customers should be prepared before starting the application process – see brochure.

Tier 1 Customer Questions General – have not yet applied for benefits (they think they may be laid off in the near future)  Information available at click on Applicant Informationwww.uimn.org  How to Apply brochure  Business card  Get Answers hand-out

Tier 1 Customer Cont. Specific to their UI account or situation (have applied for benefits)  Get Answers hand-out Wants to file an appeal  Online – log in to their account – file appeal online

Tier 2 Customer Needs to Apply for Benefits Refer to the How to Apply brochure  Refer to info needed to prepare for the application process.  Available in English, Spanish, Hmong, and Somali  Reluctance to use a computer – apply by phone. o If using the phone to apply, they will enter some info on the phone key pad and then be connected to a UI CSR who will complete application for them.

Tier 2 Customer Questions General (they think they may be laid off in the near future)  How to Apply brochure (in Spanish, Hmong, Somali)  Business card  Speak to a UI CSR Specific to their UI account or situation  Speak to a UI CSR. (Get Answers to Your UI Benefit Questions - soon available in Spanish, Hmong, and Somali).

Tier 2 Customer Cont. Wants to file an appeal  Online – log in to their account  Simply write on the determination that they want to appeal, “I want to appeal.” They sign their name and date.  Fax appeal request to  No need to explain why they want to appeal

Tier 2 Customer Cont. Customer wants to speak to someone in the WFC about UI Suggested Responses  “ It is important that you get the most accurate, up-to- date answers to your questions. You need to speak to an expert. You can speak directly to an Unemployment insurance representative right now by calling this phone number”.  “I understand that you want to speak to someone in person. We do not have unemployment experts here. I want you to get the correct information. You can speak to an Unemployment insurance representative right now by calling this phone number”.

Tier 3 Customer: Challenging Situations Speaks a language other than English, Spanish, Hmong, or Somali – no one accompanying them to assist.  Determine the language they speak (if possible)  Phone – connect them to a UI CSR who will use the Language Line to assist them. Mental or emotional difficulties – no one accompanying.  Phone – connect them to a UI CSR. Angry, upset  Defuse the situation by using customer service skills  Assess their needs and respond.

WFC Staff Procedure to Assisting Tier 3 UI Customers

This completes Segment 3 training for Unemployment Insurance Thank you.