Claims Examiner Customer Service
Resume:
UNEMPLOYMENT INSURANCE (UI)
CUSTOMER SERVICE
Monday–Friday, 8:00 a.m. – 4:00 p.m.
Call 404-***-**** (in Metro Atlanta) or
1-877-***-**** (in all other areas)
Equal Opportunity Employer/Program
Auxiliary aids and services are available upon request to individuals with disabilities. Interpreter Services
The Georgia Department of Labor (GDOL) will provide an interpreter for the hearing or voice impaired and for those individuals with limited English proficiency. Individuals with hearing or voice impairment may contact the Georgia Relay Center at 1-800-***-**** to access GDOL services.
Should you require assistance interpreting documents you received, you may take them to your local career center for translation. These services are provided at no cost to you. Table of Contents
INTRODUCTION 1 THE TOP 12 THINGS YOU SHOULD KNOW 2 HOW DO I QUALIFY? 4 Your Past Wages 4 Your Job Separation 7 Proof of Lawful Presence 8 Verification of Identifying Information 9 Your Availability to Work and Your Work Search 9 Suitable Work 10 Job Refusals 11 What Happens After I Apply For Benefits? 11 CLAIM DETERMINATIONS 13 Unemployment Insurance Benefit Determination 13 Claims Examiner’s Determination 15 APPEALS 16 What Happens After I File An Appeal? 17 CLAIMING YOUR WEEKLY BENEFITS 19 When to Claim Your Weekly Benefits 19 Using Your GDOL Pin 20 Responding to the Certification Questions 21 Claiming Your Weekly Benefits Online 23 Claiming Your Weekly Benefits By Telephone 24 REPORTING YOUR WORK SEARCH 26 Submitting Your Work Search Online 27 Submitting Your Work Search By Fax 27 CHECKING THE STATUS OF YOUR PAYMENTS 28 Checking Your Payment Status Online 28 Checking Your Payment Status By Telephone 28 BENEFIT PAYMENTS 29 Direct Deposit 29 Way2go Debit Mastercard® 30 Changing Your Payment Method 31 Income Tax Withholdings 32 Other Deductions 33 Payment Delays 35 REPORTING YOUR INCOME 36 Weekly Earnings 36 Vacation and Holiday Pay 36 Retirement Income 36 Severance, Separation Pay, Wages In Lieu Of Notice, and Dismissal Payments 37 Workers’ Compensation 37 OVERPAYMENTS 38 Non-Fraud Overpayments 38 Fraud Overpayments 39 Repayment of Overpayments 39 REPORTING UI FRAUD AND ABUSE 41 EMPLOYMENT SERVICES 42 Employment Services Registration 42 Services on the GDOL Website 43 Services in the GDOL Career Centers 44 Career Center Computer Resources 45 SPECIAL PROGRAMS 46 Claimant Trainee Program 46 Reemployment Services 46 Trade Adjustment Assistance 47 LEGAL REQUIREMENTS 49 Privacy 49 Disclosure of Private and Confidential Information 49 Security Validation 50 Non-Discrimination 50 FREQUENTLY ASKED QUESTIONS 51 YOUR RECORDS 59 Work Search Confirmation Record 59 Conversations with GDOL Staff 59 1
INTRODUCTION
The Unemployment Insurance (UI) program provides short-term financial assistance to eligible workers who are unemployed or partially unemployed through no fault of their own. The purpose of the program is to help bridge the gap between jobs by providing funds with which to purchase necessities. The intent is to reduce the financial burden of joblessness, while allowing individuals an opportunity to deliberately search for employment that matches their skills, training, and prior earning capability.
In Georgia, unemployment benefits are paid from a UI Trust Fund, which is fully funded by employers who pay UI taxes. These taxes cannot be deducted from employees’ wages.
The information in this booklet is provided to help you understand the requirements of the UI program. Please take time to read this booklet and make sure you understand its content. Do not risk losing your benefits because you do not know your rights and responsibilities. If you worked in Georgia and now reside in another state, you may be eligible to collect Georgia unemployment benefits. This would be known as an interstate claim. Although you live in another state, you must follow Georgia’s laws and rules related to the UI claim. You must also register for employment services with the nearest State Workforce Agency
(SWA) in the state in which you reside. Pay careful attention to information throughout this handbook regarding interstate claims. If you have any questions about the information in this handbook, do not hesitate to contact UI Customer Service at 404-***-**** (in Metro Atlanta) or 1-877-***-**** (in all other areas) or ask a representative at your local Georgia Department of Labor (GDOL) career center. The information in this handbook (and more) is available on the GDOL website at dol.georgia.gov. Because the website is constantly updated to better serve you, use the Site Map or Search feature to find information quickly. When performing a search, a Google page listing relevant links will display. Select the desired link to return to the website. TIP: Save time by selecting the Individuals tab on the website, Get Unemployment Assistance, and then Frequently Asked Questions
(FAQs) for Individuals before calling UI Customer Service. 2
THE TOP 12 THINGS YOU SHOULD KNOW
1. Know your rights and responsibilities, and ask for help. Read this handbook carefully to know your rights and responsibilities. If you have questions or need additional information, visit our website at dol.georgia.gov or contact your GDOL career center. 2. Follow the rules to avoid committing fraud. Anyone who applies for and receives unemployment benefits is legally responsible for following all unemployment laws and rules. Failure to obey the law and follow the rules could result in penalties and criminal prosecution. 3. Accurately report the reason you lost your job. Be truthful about the reason for your job separation.
4. Register for Employment Services. To be eligible to receive unemployment benefits, you must register for Employment Services at employgeorgia.com or with the State Workforce Agency (SWA) in the state where you reside, unless you are exempt by law. 5. Be able to work, available for work and actively seeking work. In order to receive benefits, you must show you are able, available and actively seeking work each week.
6. Remember to claim or certify for your weekly benefits. You must claim or certify for at least one week of benefits for a decision to be made regarding your eligibility.
7. Actively search for work and submit your Weekly Work Search Record. To receive benefits, you must show you are continually searching for suitable work each week. You are required to make at least three new, verifiable job search contacts each week; and submit a weekly record of job search contacts for each week benefits are claimed. Failure to submit your Weekly Work Search Record may result in a denial of benefits and a possible overpayment. (See REPORTING YOUR WORK SEARCH and OVERPAYMENTS.)
8. Submitting your work search records is NOT the same as claiming or certifying for your weekly benefits. These are two different processes. You will receive a confirmation number when you successfully submit your weekly work search record. You WILL NOT receive a confirmation number when you claim or certify for your weekly benefits.
9. Report any wages you earn while receiving unemployment benefits. When you are receiving unemployment benefits, you must 3
report all gross (before taxes) earnings each week, including part- time or temporary work. All gross earnings must be reported during the week they are earned, even if you have not received payment. Failure to accurately report income may result in an overpayment.
(See REPORTING YOUR INCOME and OVERPAYMENTS.)
10. Inform the GDOL when you return to work. As soon as you begin working, notify your GDOL career center. Failure to do so may result in you having to repay any benefits you received while fully employed. 11. Respond timely to all requests from GDOL for information. If you fail to timely respond to requests for information, your claim or benefits may be delayed or denied.
12. Keep your personal contact information updated. If you fail to immediately notify GDOL of a change in personal contact information, your claim, benefits, or requests for appeal may be delayed or denied. You can update your personal contact information on the GDOL website at dol.georgia.gov. Use the search field in the top right corner to locate and select the link for Change Address and Contact Information.
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HOW DO I QUALIFY?
Georgia law requires individuals to meet all of the following requirements to be paid benefits:
Sufficient insured wages
Job separation from your last employer due to no fault of your own
Proof of your lawful presence in the United States
Able, available, and actively searching for suitable work. See SUITABLE WORK for more information.
YOUR PAST WAGES
To meet the wage requirement, you must have earned enough insured wages during the base period to qualify for benefits. The regular base period is the first four of the last five completed calendar quarters at the time you file your claim. If your claim cannot be established using the regular base period, the alternative base period will be used. The alternative base period is the last four completed calendar quarters at the time you file your claim.
A calendar quarter is a three-month period. The four quarters in each year are:
1st Quarter January 1 through March 31
2nd Quarter April 1 through June 30
3rd Quarter July 1 through September 30
4th Quarter October 1 through December 31
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The following diagram shows how the GDOL determines your regular base period.
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The following diagram shows how the GDOL determines your alternative base period.
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To meet the wage requirements:
you must have insured wages in at least two quarters of the base period; and
your insured wages must equal at least $1,134 in the two highest quarters in the base period; and
your total insured wages during the base period must equal at least one and one-half times the highest quarter of earnings. Weekly Benefit Amount (WBA) Calculation
After meeting the wage requirements, your weekly benefit amount
(WBA) is calculated by dividing the two highest quarters of wages in the base period by 42.
Regular WBA Calculation
Total Wages in 2 Highest Quarters = WBA
42 (disregard cents)
If the only reason you do not qualify for benefits is your total wages are not equal to one and one-half times the highest quarter of wages, an Alternate Calculation will be used. Using the Alternate Calculation, your weekly benefit amount is calculated by dividing the highest quarter of wages by 21. Wages must be earned in at least two quarters of the base period and total wages must be at least 40 times the weekly benefit amount. Alternate Calculation
Total Wages in Highest Quarter = WBA
21 (disregard cents)
Currently, the minimum WBA is $55 and the maximum WBA is
$365. Your weekly benefit amount cannot be higher than the maximum allowed by law.
YOUR JOB SEPARATION
Your eligibility to receive benefits is based on the reason you separated from your most recent employer. Your most recent employer is defined as the last employer for whom you worked and were separated or an employer who files a claim on your behalf. Information will be obtained from your employer to verify your reason for job separation.
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PROOF OF LAWFUL PRESENCE
Georgia law requires that all applicants for UI benefits who are 18 years of age or older attest they are:
a United States citizen, or
a legal permanent resident, or
a non-citizen legally present in the United States. The GDOL performs electronic verification of your lawful presence in the United States with the Georgia Department of Driver Services (DDS). The DDS validates the identity of individuals who indicate they have a Georgia-issued driver’s license or identification card. The GDOL will notify you if you are required to complete an Applicant Status Affidavit attesting to your lawful presence in the United States. If required to do so, you must execute this affidavit whether you file your claim via the Internet on the GDOL website or in a career center. The affidavit is a one-time requirement for U.S. citizens. However, each time a non-citizen files a claim for UI benefits, Employment Authorization Document(s) must be provided.
If completion of the affidavit is required, you must present valid government-issued picture identification to a GDOL representative to complete the affidavit and have it notarized. If you are not a citizen of the United States, you must also present acceptable, unexpired employment authorization document(s). The GDOL will verify your registration status with the U. S. Department of Homeland Security. You cannot receive benefit payments until your lawful presence in the U.S. is verified.
Georgia Residents
If you are filing your claim in the GDOL career center, have the required documentation, and completion of the affidavit is required, you may do so on the same day.
Interstate Claimants
The affidavit is available for printing on the GDOL website. On the Home page, select the Forms and Publications tab. The link is listed as UI Applicant Status Affidavit.
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If completion of the affidavit is required, you must have it notarized (many local government agencies, banks, and community businesses offer free notary services), and mail the original affidavit along with a legible copy of your valid government-issued picture identification to the Interstate Unit at the following address:
Georgia Department of Labor
Interstate Claims Unit
P. O. Box 3433
Atlanta, GA 30302-3433
Phone: 404-***-****
Fax: 404-***-****
The affidavit must be received within ten (10) days from the date you filed your claim. You must mail the original affidavit. A faxed copy of the affidavit will not be accepted.
Failure to return the original completed, signed, and notarized Applicant Status Affidavit and a copy of your valid government-issued picture identification within ten (10) days could result in a delay or denial of benefits.
VERIFICATION OF IDENTIFYING INFORMATION
When processing your claim, the GDOL verifies your identifying information against the Social Security Administration’s (SSA) records. SSA verifies your first name, last name, date of birth, and social security number (SSN). The name and social security number you use on your claim must match the name and number on your social security card.
YOUR AVAILABILITY TO WORK AND YOUR
WORK SEARCH
To receive benefits, you must be able, available, and actively searching for work. You must show proof that you are looking for work on a weekly basis. You are required to seek and accept all suitable work. To meet the work availability and work search requirements, you must:
Register for Employment Services through Employ Georgia, unless exempt by law.
If you are a Georgia resident, register at employgeorgia.com. See Employment Services Registration for instructions. 10
If you are filing an interstate claim, register with the SWA in the state where you reside. However, you must follow Georgia’s laws and rules regarding your availability to work, searching for work, and reporting your work search activity.
Be physically able to perform some type of work (even if it is not your regular field of work).
Be available to work and have no unreasonable restrictions that keep you from working.
Be actively looking for suitable work each week.
Make at least three new, verifiable job search contacts each week.
Keep a detailed record of your work search activities and submit this information to the GDOL weekly. See REPORTING YOUR WORK SEARCH for instructions on submitting your weekly work search report.
Accept all referrals from the GDOL for suitable work.
Accept all offers of suitable work from employers.
Report any failure to seek or accept work (even if you feel the work was not suitable) to the GDOL during the week in which it occurs.
Report to the career center when instructed by the GDOL. SUITABLE WORK
You must be willing to accept work under the same working conditions in which you earned the wages used to establish your claim provided there is a reasonable expectation of obtaining that type of work. The suitability of a job depends on the length of time you have been unemployed. As the length of your unemployment increases, you are expected to adjust your employment expectations with respect to To receive benefits, you must meet all availability and work search requirements each week. Your work search record is subject to random audit by the GDOL at any time. You will be denied benefits for any week(s) you do not meet these requirements, make a false statement, or misrepresent facts. You will be responsible for repaying benefits you received during the denial period. See Fraud Overpayments under OVERPAYMENTS.
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earnings, working conditions, job duties, and prior training and/or experience. After ten (10) weeks of collecting benefits, you must be willing to accept an hourly wage that is at least 66% of the average hourly wage you earned during the highest quarter of wages in the base period, in order to meet suitable work search requirements. However, the new hourly wage must be at least the minimum wage established by state and federal law.
Failure to apply for suitable work could result in a loss of benefits and/or repayment of benefits you have already received. JOB REFUSALS
When you are referred to suitable work by the GDOL, you must apply for the job as instructed.
If you refuse to accept suitable work, you must report your refusal to the GDOL, which will determine if there was good cause to refuse the work. For example, you are not required to accept work if:
The position became available because of a strike.
The job paid less than minimum wage.
The wages were substantially less than prevailing wages for similar work in the area.
You would be required to join a union or resign from or refrain from joining any bona fide labor organization as a condition of hire. WHAT HAPPENS AFTER I APPLY FOR BENEFITS?
After submitting your application for UI benefits, the following process will occur:
1. The GDOL reviews and processes your application. You may be contacted if additional information is needed.
2. An Unemployment Insurance Benefit Determination is mailed to you advising if you have enough insured wages to establish a claim. This notice does not mean you are approved to receive benefits. It simply tells you what your potential weekly benefit amount and number of weeks will be if benefits are allowed. 3. A notice of claim filing and request for separation information is sent to the last employer for whom you worked and were separated.
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4. You begin claiming your benefits and submitting your work search record each week.
5. The GDOL reviews your claim for eligibility based on the reason for separation from your most recent employer and your availability for work. You will be contacted ONLY IF additional information is needed. You must claim at least one week of benefits for the GDOL to review your claim.
6. A Claims Examiner’s Determination is mailed to you informing you if benefits are allowed or denied.
7. If benefit payments are allowed, payments will be released within 24–48 hours of the Claims Examiner’s Determination being mailed to you.
If you are contacted for additional information, be sure to respond promptly. If you fail to respond by the deadline, your benefits could be delayed or denied.
If you have claimed a week of benefits and have not received your written determination or a telephone call from a Claims Examiner by the 19th day from the date your claim was filed, please call UI Customer Service immediately at 404-***-**** (in Metro Atlanta) or 1-877-***-**** (in all other areas).
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CLAIM DETERMINATIONS
The GDOL will review your application for benefits and make two determinations regarding your claim:
Unemployment Insurance Benefit Determination
Claims Examiner’s Determination
You will receive separate determinations. The first will tell you if you have enough insured wages to establish a valid claim. If you have enough insured wages to establish a valid claim, you will receive a second determination informing you if benefits are approved or denied. UNEMPLOYMENT INSURANCE BENEFIT
DETERMINATION
Your Unemployment Insurance Benefit Determination will show:
Wages reported in the base period
Potential weekly benefit amount (WBA) of your claim
Potential maximum number of weeks on your claim
Potential maximum benefit amount (MBA) that will be paid on your claim
Seasonally adjusted unemployment rate in effect at the time your claim is filed
Review the Unemployment Insurance Benefit Determination carefully. If you believe the wages shown on your determination letter are incorrect or incomplete (including those earned in other states), you may ask that your claim be reconsidered. A request for reconsideration of wages must be submitted in writing to your career center within 15 days of the date on the Unemployment Insurance Benefit Determination. Currently, the minimum weekly benefit amount is $55 and the maximum weekly benefit amount is $365. Your weekly benefit amount cannot be higher than the maximum allowed by law.
The potential maximum number of benefit weeks you may receive is determined by the date the claim is filed, the wages used to establish the claim, and the seasonally adjusted unemployment rate. The maximum benefit amount is the total amount of benefits you can be paid on the claim during a benefit year. For all valid claims filed on or before June 30, 2019, the benefit year is the one-year period beginning with the day on which a new, valid claim is filed. For all valid claims filed on or after 14
July 1, 2019, the benefit year is the 52-week period beginning on the Sunday of the week a new, valid claim is filed regardless of the day it is actually filed.
The chart below shows the maximum number of weeks you can potentially receive benefits based upon the seasonally adjusted unemployment rate in effect at the time the new regular UI claim is filed. For claims filed from July 1 through December 31, Georgia’s seasonal adjusted UI rate for the previous April is used. For claims filed from January 1 through June 30, Georgia’s seasonal adjusted UI rate for the previous October is used.
Maximum Unemployment Benefits
Seasonally
Adjusted
Unemployment
Rate
Maximum
Number of
Weeks
Potential Maximum
Benefit Amount is Equal
to the Lesser of…
Less than or equal
to 6.5%
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14 x WBA or
1/4 of Base Period Wages
Greater than 6.5%
up to 7.0%
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15 x WBA or
1/4 of Base Period wages
Greater than 7.0%
up to 7.5%
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16 x WBA or
1/4 of Base Period wages
Greater than 7.5%
up to 8.0%
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17 x WBA or
1/4 of Base Period wages
Greater than 8.0%
up to 8.5%
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18 x WBA or
1/4 of Base Period wages
Greater than 8.5%
but less than 9.0%
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19 x WBA or
1/4 of Base Period wages
9.0% or above
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20 x WBA or
1/4 of Base Period wages
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You can only receive benefits for the maximum number of weeks established on your claim during the benefit year. CLAIMS EXAMINER’S DETERMINATION
The GDOL will determine if the reason you separated from your last job and your availability for work meet the state’s requirements to receive unemployment insurance benefits. In most cases, you can only receive unemployment insurance benefits if you were separated from your last job through no fault of your own and are meeting all eligibility requirements.
To receive benefits, you must be able, available, and actively seeking work. Any issue that prevents you from being able to work, look for work, or get to work, such as illness, the lack of child care or transportation, could disqualify you from receiving unemployment benefits. You will receive determinations informing you whether you qualify or do not qualify to receive unemployment benefits based on your reason for job separation, your availability for work, and other eligibility requirements in accordance with the Georgia Employment Security Law. Claim determinations can only be changed through the appeals process. You have the right to appeal benefit and claims examiners’ determinations that deny or restrict your benefits. See APPEALS for more information.
Your employer may also appeal any decisions on your claim related to your job separation or an offer of suitable work.
The maximum benefit amount and the maximum number
of benefit weeks established on a claim are only valid during the benefit year period for that claim. Any benefits not paid during the benefit year will not carry over to a new benefit year.
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APPEALS
You have the right to appeal any GDOL decision that has appeal rights. You may appeal benefit eligibility determinations within 15 days of the date on the claim determination letters. If the 15th day falls on a Saturday, Sunday, or a state holiday, the last day to file a timely appeal is the next work day.
Appeals must:
be in writing;
be filed within 15 days of the date on the determination letter or Administrative Hearing Officer’s decision;
identify the exact determination or decision you are appealing;
include the name of the claimant, the social security number on the determination or decision being appealed, address, phone number (the best number to reach you), and the date on the determination or decision;
include the docket number if you are appealing an Administrative Hearing Officer’s decision; and
explain in detail why you are appealing.
All appeal requests for Georgia and interstate claimants will be accepted online, by e-mail, by fax, by mail or hand delivery. Online submission is the faster, preferred method. You may use the computers and fax machines in the career center Resource Centers, if needed. If your address or other personal contact information has changed, you should immediately update your address on the GDOL website or by calling the Appeals Tribunal at 404-***-****.
Appeals not filed in accordance with these requirements may be delayed, and a request for an administrative hearing may be denied. See the Unemployment Insurance Appeals Handbook (DOL-424B) for complete and important information on the appeals process. You may obtain a copy of the Unemployment Insurance Appeals Handbook (DOL- 424B) from your local career center or by doing a search on the GDOL website at dol.georgia.gov.
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Appeal hearings are scheduled in advance and routinely conducted by telephone conference. Accommodations for people with disabilities and language translations services are available upon request. If you require accommodations or language translation, be sure to indicate your specific need on your appeal request. If the need for accommodations arises after submitting your appeal (e.g., a witness requiring an interpreter), advise the Appeals Tribunal immediately by email at *******@****.**.*** or fax at 404-***-**** or 404-***-**** as quickly as possible. SUBMITTING YOUR APPEAL ONLINE
To submit your appeal online, go to the GDOL website at dol.georgia.gov and select the File an Appeal link on the Home page or on the Individuals page. After selecting the link, log into the Online Appeals application using your social security number and UI PIN, and then follow the on-screen instructions.
SUBMITTING YOUR APPEAL BY EMAIL
Send your request to *******@****.**.***. Your message must contain, at a minimum, your name, the last four digits of your social security number on the determination being appealed, the date on the determination or decision and an explanation as to why you are filing an appeal. If you are appealing a previous decision made by the Appeals Tribunal, include the docket number of that appeal decision. SUBMITTING YOUR APPEAL BY FAX
Download the Appeal Request Form (DOL-423) from the GDOL website at dol.georgia.gov under Forms and Publications. Fax the completed form to the Appeals Tribunal at 404-***-**** or 404-***-****. WHAT HAPPENS AFTER I FILE AN APPEAL?
After submitting your appeal request, the Appeals Tribunal will determine if a hearing should be scheduled. If a hearing is warranted, the Appeals Tribunal will schedule a hearing. If a hearing is scheduled, the Appeals Tribunal will send to you, the employer, and any interested party a Notice of Hearing containing the time and date as well as the issues to be discussed at the hearing.
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After the hearing, a decision will be mailed to all i n t e r e s t e d parties. If you disagree with the decision, you have the right to appeal to the Board of Review.
Georgia Department of Labor
Board of Review
148 Andrew Young International Blvd., NE, Suite 510 Atlanta, GA 30303-1734
Phone: 404-***-****
Fax: 404-***-****
Email: *************@****.**.***
If you disagree with the decision by the Board of Review, you have the right to file a motion for reconsideration or appeal to Superior Court in the county where you worked for the employer listed on the claim. If you filed an interstate claim and disagree with the decision by the Board of Review, you may appeal to Fulton County Superior Court. If a previous GDOL decision to pay you benefits is reversed, you will be required to repay any benefits received during the period of time the Appeals Tribunal or Board of Review determines you did not qualify to receive benefits.
Continue claiming benefits and submitting your Weekly Work Search Record throughout the appeal process, and report to the career center if instructed to do so. If the appeal decision is in your favor, you will receive payment for every week you are eligible, properly certified, and have submitted your weekly work search records.
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1 2 3 4 5 6 7
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CLAIMING YOUR WEEKLY BENEFITS
After you apply for UI benefits, you must claim o r c e r t i f y f o r your benefits every week you wish to receive benefit payments. When you claim your weekly benefits, you are certifying for that week you:
Were
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