DEEDWorkForce CenterReception and Resource Area Certification Program

Unemployment Insurance TrainingAssessing and Referring UI CustomersSegment 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 AssistanceAssess 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 onlineo 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 www.uimn.org, click on

Applicant Information 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 CustomerNeeds 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 CustomerQuestions 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 651-205-4007 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.