We believe we were able to pretty well assess when to attempt to secure more information from the claimant and when to tell them to call their call-center. Any documentation we have is available. Unemployment insurance claimants may call to determine whether a benefit check has been mailed. Claimants call a local phone number associated with the original in person site location that routes, via a hidden 800 number, to the assigned call center. A statewide 800 phone number is currently being investigated.
All claimants reach an automated telephone system that provides several recorded menu options.
Claimant must supply their Social Security number and other identification to ensure confidentiality of claim information. Check status is then furnished to the claimant. All this accomplished without interviewer intervention, although the claimant can opt to speak to a customer service representative if they have additional questions. See Voice Response - Continued Claims for information regarding the future of Continued Claims. Communication is most important between vendor and agency Agency personnel should obtain technical knowledge to foster good communication Claimants like being able to obtain information via the telephone.