What is Pandemic Unemployment Assistance (PUA)?
Pandemic Unemployment Assistance (PUA) is a new temporary federal program that is part of the Coronavirus Aid, Relief, and Economic Security (CARES) Act. The PUA program is available retroactive to February 2, 2020 through September 4, 2021 and provides benefits to eligible individuals.
PUA is separate from unemployment insurance and provides coverage only to individuals who are not eligible for regular unemployment insurance.
Who is Eligible for PUA?
PUA is available to Nevada workers who are unemployed, partially unemployed, unable to work or unavailable for work due to the COVID-19 pandemic and who are not eligible for unemployment insurance benefits. This includes many different groups of people:
- 1099 contract workers
- Gig workers
- Employees whose wages are not reported for unemployment insurance
- Employees who have not earned enough wages or worked enough hours for regular unemployment benefits
- Individuals who were going to start work but could not due to COVID-19 pandemic
What does it mean to be affected by COVID-19?
To be eligible for PUA, your ability or availability to work must be affected by COVID-19. There are several different ways this could happen:
- You have been diagnosed with or are experiencing symptoms of COVID-19 and are seeking a medical diagnosis;
- A member of your household has been diagnosed with COVID-19;
- You are providing care for a family member or a member of your household who has been diagnosed with COVID-19;
- Your child or other persons in the household for whom you are the primary caregiver is unable to attend school or another facility that is closed due to the COVID-19 pandemic, and directly prevents you from working;
- You are unable to reach your place of employment because of a quarantine or stay-at-home order due to the COVID-19 pandemic;
- You are unable to reach your place of employment because you have been advised by a health care provider to self-isolate or quarantine because you are positive for or may have had exposure to someone who has or is suspected of having COVID-19;
- You were scheduled to start a new job and do not have an existing job or are unable to reach the job as a direct result of the COVID-19 pandemic;
- You had to quit your job due to being diagnosed with COVID-19 and being unable to perform your work duties;
- Your place of employment is closed as a direct result of the COVID-19 pandemic;
- You are self-employed or an independent contractor and a slowdown in business due to COVID-19 has forced you to suspend operations;
- You were denied continued unemployment benefits because you refused to return to work or accept an offer of work at a worksite that, in either instance, is not in compliance with local, state, or national health and safety standards directly related to COVID-19. This includes but is not limited to, those related to facial mask wearing, physical distancing measures, or the provision of personal protective equipment consistent with public health guidelines;
- You provide services to an educational institution or educational service agency and are unemployed or partially unemployed because of volatility in the work schedule that is directly caused by the COVID-19 public health emergency. This includes, but is not limited to, changes in schedules and partial closures; or
- You are an employee and your hours have been reduced or you were laid off as a direct result of the COVID-19 public health emergency.
Who is not eligible for PUA?
Eligibility for PUA requires that an individual be unemployed, partially unemployed, or unable or unavailable to work in Nevada due to COVID-19, and that you not be eligible for any other unemployment insurance benefits. For example, you are not eligible for PUA if:
- If you are eligible for a regular UI claim, PEUC or SEB
- If you are able to work remotely without reduced pay
- If you are receiving paid sick leave or other leave benefits
- If you are unemployed, but not due to COVID-19
- If you were not working in Nevada at the time you became unemployed due to COVID-19 and do not have a bona fide job offer to work in Nevada that you were unable to start due to COVID-19
I am filing for PUA benefits. What can I expect?
At this time, the PUA system is taking initial applications for benefits. There will be a number of questions to help determine your eligibility for PUA, based on how you were affected by COVID-19, when you became unemployed, and what your attachment is to the Nevada labor market.
- Please use the earliest date that you became unemployed, partially unemployed, unable to work or unavailable for work due to COVID-19.
- Be honest in all your answers.
- Have documentation of all your earnings for the calendar year 2019 and 2020.
- If you choose to receive a debit card instead of direct deposit, the card will not be sent until a benefit week is paid.
It is against Federal Law to file for and receive benefits for Unemployment Insurance (including Pandemic Emergency Unemployment Compensation (PEUC) and State Extended Benefits (SEB)) at the same time as Pandemic Unemployment Assistance (PUA).
PLEASE NOTE: If you file for and receive benefits from both programs at the same time, you will be disqualified and liable for the overpayment. This may also constitute fraud which is a felony in Nevada.
How long will it take before I can get PUA payments?
DETR anticipates tens of thousands or even hundreds of thousands of applications being submitted; likely all at once. We will have staff trained and ready to start processing these applications. Each claim requires a review for each week of PUA eligibility and will take some time. The Division recommends checking the website and your PUA account for any current/updated changes. During the application process, you will have the option to choose between direct deposit, which will process more quickly, or you may choose to receive a new debit card which will not be sent until a benefit week is paid.
What kind of documentation do I need to provide to show my previous income?
Documents which show your total income for the entire year such as tax documents are preferable, as these will allow a quicker review of your total earnings. Acceptable documentation you can provide may include but is not limited to:
- W-2 or 1099 forms
- Tax returns
- Pay stubs
- Bank receipts
- Billing statements
Providing this documentation may increase your benefit amount based on a percentage of earnings. Documentation will need to be provided within the PUA application, documentation which has been sent to DETR through other means will not be transferred to PUA.
How do I participate in work search activities?
A work search is a good faith effort to find work and claimants are expected to use reasonable methods and conduct work search activities normal to their occupation. DETR has a number of programs and partners to help claimants with this process that includes training for a new high demand career, adult education and literacy programs, virtual support at Nevada JobConnect and in person support through Nevadaworks in Northern Nevada, and Workforce Connections in Southern Nevada.
For more information on work search activities, watch this video.
Review this document for resources on how to promote your business, get help with business mentoring, and many other resources for small businesses and gig workers.
To meet the work search requirement, you will need to complete a mixture of activities, most days of the week. Think about doing something each day, Monday through Friday.
- Create or update a resume
- Create a profile on freelance or gig work websites
- Participate in business networking
- Learn how to expand your business by connecting with free mentoring programs
- Connect with Small Business Administration resources
- Promote and market your business to gain new clients
Be sure to document your work search effort. You can download and print a work search log here.
Documenting your work search includes printing confirmation emails, writing down the name, address, phone number and contact you spoke to when applying for a job. If you take a test for a potential job or participate in training, note those efforts as well.
Please click here to file for PUA
Have more questions?
Las Vegan Victoria Waked finds herself trapped amid a seemingly never-ending list of messages telling her the claim she filed for unemployment insurance benefits can’t be processed.
“Unemployment not result of disaster,” one message reads. Another says “lack of work” while the message below says “working full time.”
The independent contractor said the notifications appeared after filing her continuing claim on Saturday.
The Nevada unemployment office launched a new webpage for the Pandemic Unemployment Assistance program May 16 that allowed gig workers, contractors and the self-employed to get into the unemployment benefit system. The launch had a bumpy start. A week later on Saturday, the website allowed filers to claim weekly benefits. But it too appears to be having a rocky rollout.
“I finished everything, went through it, and it said no unresolved issues — it was wonderful,” Waked said. “Then I go (back) in, and it says here are my list of issues.”
Other Nevadans are reporting similar messages, including “unemployment ended” and “other program eligibility,” tacked on to their claims.
DETR exploring issue
There is also a notification explaining that the list of outstanding claim issues will take up to 21 days to be resolved but no further detail on the next steps needed by the filer or whom the filer should contact.
The Department of Employment, Training and Rehabilitation said it is looking into the issue.
It’s unclear if the messages are caused by a technical glitch associated with the website’s recent launch and subsequent updates or are issues that DETR must adjudicate before filers can receive their payments.
DETR Director Heather Korbulic told the Review-Journal earlier this month that the department has been exploring a way to pay claimants “at least their basic or median benefit while we adjudicate on the back end.”
In the meantime, Waked is starting to run out of her savings and has maxed out her credit card.
“I haven’t been able to pay rent for two months,” she said. “I’m a single mom. I have a kid with a disability. I was quarantining, following the rules. I was all for it because I don’t want my son to be sick, but at this point, why? They’re not taking care of us as promised, as we’re entitled to.”
‘I just want some help’
Henderson resident Cynthia Luna said she noticed on Tuesday that her online claim was flagged with “IP-Investigation Case Special Project,” but by Wednesday afternoon, it disappeared and shows she has no outstanding claim issues.
Luna said she started to feel relieved but remains unsure.
“If you look above (my claim) where it has all my info, it says ‘unresolved issues: yes,’ but yet the section ‘claim under review’ says no,” Luna said. “I don’t understand. I’m like everybody else; I just want some help.”
She has tried calling the Pandemic Unemployment Assistance call center since Saturday. The center is dedicated to adjudicating and helping independent contractors, self-employed workers and gig workers — who are short-term or temporary workers usually connecting with customers through an online platform such as Uber or Instacart — file for benefits.
But after about 30 minutes the line simply disconnects, Luna said. Other callers also have faced difficulty reaching someone at the call center, operated by third-party company Alorica.
“It just kicks you off — no explanation, no nothing,” she said. “Everything I’m hearing though is most of the Alorica people don’t know what’s going on with the system anyways, so I guess I’m just going to wait. … I don’t know what else to do.”
If Luna’s claim does have unresolved issues that need to be adjudicated, she will have to wait until at least Monday to try to get answers.
A notice on employnv.gov — the website for contractors and gig workers to file claims — displays a message that Alorica’s adjudicators “will not be active or available to take telephone calls until 6/01/2020.”
DETR said Wednesday that filers can still contact the call center to receive help with other questions.
“The message that you’re seeing on our webpage is specific to the PUA adjudication center, not the PUA call center,” DETR spokeswoman Rosa Mendez said in an emailed statement. “Callers with questions about filing for PUA should continue to contact the call center. We are currently working on training call center staff to adjudicate PUA claims, this functionality will be available beginning on June 1, 2020.”
Contact Subrina Hudson at [email protected] or 702-383-0340. Follow @SubrinaH on Twitter.
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One of the state’s two unemployment systems is back up and running again.
The Nevada Department of Employment, Training and Rehabilitation said Thursday that its Pandemic Unemployment Assistance technical issue has been resolved.
The program is meant for gig workers and independent contractors. DETR said all eligiblePUAclaimants can now file their claims.
DETR’s other system, for Unemployment Insurance, however, is still having glitches. Jobless Nevadans have reported issues with filing their weekly claims at the start of the week.
“The agency continues to work to resolve the problems as quickly as possible and still expects the issue to be resolved in time for next week’s claim filing,” the agency said in a news release Thursday. “Once the UI issue in the system is resolved, eligible claimants will be able to file for the week they missed as well as the current week. DETR will provide notification should the UI system need to go offline and apologizes for the delay.”
Contact Jonathan Ng at [email protected] Follow @ByJonathanNg on Twitter.
PUA claims falling, but DETR says ‘ongoing high levels’ of fraud continue
LAS VEGAS (KLAS) — Claims for Pandemic Unemployment Assistance (PUA) continue to stand out in weekly data released by Nevada’s Department of Employment, Training and Rehabilitation (DETR).
The good news is that the big numbers are declines in claims for the second straight week. Initial PUA claims fell by 34,908 claims (49.6%) from last week’s total of 70,368. Continued claims for PUA dropped by 5,197 (4.2%) from the the previous week’s revised total of 124,003. PUA is for self-employed, 1099 contract workers and gig workers.
The data is through the week ending Feb. 6.
Initial applications for the PUA program continue to be highly variable due to ongoing high levels of fraudulent applications. More than a million PUA initial claims have been filed.
DETR is actively working with law enforcement entities and the Department of Labor to detect, prevent and address unemployment fraud. Employers and individuals who believe they have been a victim of unemployment fraud can file a report with the agency by visiting www.detr.nv.gov and selecting the Unemployment Fraud tab on the left under “Quick links” and clicking on “Report Fraud to DETR.”
Once a report is filed with DETR, nothing else is required by the reporting party. DETR will flag the account so payments are not issued. If needed, the Department may reach out for additional information.
To view what additional steps individuals and employers can take if they believe a fraudulent claim has been filed, review DETR’s fraud flyer located on the Bulletin Board at www.detr.nv.gov.
Looking at regular Unemployment Insurance (UI) claims, DETR reports only 132 initial claims, a 1.3% rise to 9,821. A total of 844,091 initial claims filed since the week ending March 14, 2020.
Continued UI claims dropped by 1,093 claims (1.4%) to 79,798 claims. Little change has been seen in continued claims over the last seven weeks. These claims represent the current number of insured unemployed workers filing weekly for unemployment insurance benefits.
Nevada’s Pandemic Emergency Unemployment Compensation (PEUC) program, which provides up to 13 weeks of benefits to individuals who have exhausted their regular unemployment benefits, saw 62,437 claims filed in the week, a decline of 2,871 claims (4.4%).
Nevada’s State Extended Benefit (SEB) program currently provides up to 20 weeks of benefits to individuals who have exhausted both their regular and PEUC program benefits. Nevada saw 70,327 claims filed in the week, an increase of 4,261 claims (6.4%) from a week ago.
The insured unemployment rate for the regular UI program (also known as covered employment), was 6.0%, a decline of 0.1 percentage points from the previous week’s rate.
The graphic below shows claims for UI, PEUC and SEB for Clark County:
Copyright 2021 Nexstar Media Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.Sours: https://www.8newsnow.com/news/local-news/pua-claims-falling-but-detr-says-ongoing-high-levels-of-fraud-continue/
Under nevada claim pua review
The Nevada Independent
State officials say five new referees began hearing appeals in the Pandemic Unemployment Assistance (PUA) program on Monday in an effort to tackle a backlog that is nearly three times the number of hearings that have been conducted to date.
The Nevada Department of Employment, Training and Rehabilitation (DETR) released statistics this week about the workload of appeals, which are challenges of the state’s decision to deny benefits to a PUA claimant. DETR said Sunday that 710 appeal hearings have been completed since those started happening in November, 49 are scheduled for a hearing and 1,890 are waiting to be scheduled.
The state has received nearly 1.1 million PUA claims through last week, and several hundred thousand have been denied. But advocates for the unemployed say the slowness of appeals for those who believe they were wrongly rejected is among their top concerns within DETR right now.
“I feel like there's been people that have been sitting in appeals since July of last year that have not been heard,” said Amber Hansen, administrator of a large Facebook group for PUA claimants. “A lot of these people's appeals are simple things, or are a totality of being a victim of programming and software updates.”
A lawsuit against DETR over issues including a lack of a speedy appeal process for PUA claimants is still pending before the Nevada Supreme Court.
Las Vegas resident James Godde is one claimant stuck in limbo. A former Uber driver who did a little substitute teaching before the pandemic, Godde was denied in the regular unemployment system and then moved into the PUA system.
Even though his portal tells him there are no unresolved issues on his claim and ostensibly nothing to appeal, he hasn’t been paid, and he said people who pick up the phone at DETR tell him he’s in the appeals bucket. He’s emailed an appeals address, Gov. Steve Sisolak, DETR Director Elisa Cafferata and sent 27 communications through his claimant portal, to no avail.
“It’s nice to hear from them and they’re cordial,” he said of the calls he’s received from DETR-affiliated staff about his claim, but “90 percent of them didn’t know how to take care of that business.”
Godde, 70, believes he’s owed about $20,000 for 40 weeks of PUA. He’s scraping by on a small pension from a decade he worked as a teacher in California, pinching pennies at the grocery store and putting off car repairs to save money.
The experience has been “extremely frustrating and depressing,” he said.
DETR did have some positive news for claimants over the weekend. Two months after the passage of Congress’ late-December COVID relief bill that added an 11-week extension to PUA, the agency said eligible claimants should see extra weeks in their portal now.
Officials also said two welfare appeals referees are expected to begin work on the appeals backlog in March, beyond the five new hires starting this week.
The Nevada Department of Employment, Training and Rehabilitation on Wednesday provided an update on the required verification for all Pandemic Unemployment Assistance claimants through ID.me. This verification is a requirement under the Continued Assistance Act of 2020 to protect legitimate claimants.
This required verification does not apply to regular Unemployment Insurance claims. Claimants should not verify identity unless instructed to do so.
“Protecting eligible claimants and their data is one of our top priorities, and partnering with ID.me aids the state in ensuring eligible claimants get access to unemployment benefits while combating unemployment fraud,” said Lynda Parven, administrator of the Employment Security Division.
PUA claimants can verify their identity online through ID.me and should follow directions as noted through an email message and/or link provided through their claimant account. The automated process is available 24 hours. Claimants are encouraged to complete the process during nonpeak times such as late in the evening or early in the morning.
Online verification through a computer or smart phone is encouraged for optimum processing. Claimants who do not have this technology or require assistance should contact the PUA call center for assistance at 800-603-9681, 775-298-6007, or 702-998-3081, Monday through Friday. Callers are encouraged to call Wednesday through Friday after 10 a.m.
Those not able to utilize the online option can verify their identity by speaking with an ID.me representative. Wait times fluctuate for ID.me Trusted Referee video calls based on the volume of verifications, certain times of days or shift changes. Claimants can now refresh their screen while waiting without losing their place in the TR queue.
Claimants under the age of 18 will need to be manually validated through DETR Benefit Payment Control. They will need to contact the PUA claims center (800-603-9681, 775-298-6007, or 702-998-3081) and either have a claim or a weekly certification filed on their behalf. These claims will be held while waiting to go through the BPC identity validation process for manual verification. Claimants do not have to take any additional steps until contacted by BPC.
If the name a claimant provides differs from the name that appears in the identity documents, additional documentation will be required for identity verification. Primary documents must show current name of claimant.
Claimants who verified ID prior to the latest ID.me programming should be able to log in to their ID.me account through the PUA portal; once there, they can allow ID.me to share the info with DETR. Once DETR verifies identity, claimants will be returned to EmployNV as verified and be able to file claims.
ID.me is a credential service provider that is federally certified as compliant with the National Institute of Standards and Technology. ID.me is being used by more than 20 states, as well as the Department of Veterans Affairs, the Social Security Administration, the Department of Treasury and hundreds of other organizations.
Claimants are reminded not to share personal data, or even ask for help in filing a claim with outside parties, as this could put you at risk for social media phishing and potential identity theft.
Claimants should be vigilant online. DETR is aware of fraudulent websites, suspicious social media messages/offers and phishing text messages. DETR will never reach out to claimants via social media or text message.
Claimants should not interact with suspicious personnel or send information through questionable emails and should only use secure websites when conducting online transactions and providing personal information. DETR official sites are UInv.gov; EmployNv.gov and detr.nv.gov
The state encourages reporting fraud and abuse on the agency’s unemployment fraud homepage under Quick Links at www.detr.nv.gov. To view what additional steps individuals and employers can take if they believe a fraudulent claim has been filed, review DETR’s fraud flyer located on the Bulletin Board at www.detr.nv.gov.
Claimants are reminded to use the internet to file their unemployment claims, as it is the fastest and most convenient way to file and reserves the phone lines for individuals who are not able or do not have the necessary resources to file online. Online filing during nonpeak hours, such as early mornings, at night or weekends is also highly recommended. Claimants are also reminded that to continue to receive benefits, they must file weekly.
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A Facebook group called "Pandemic Unemployment Assistance Nevada Self-Employed" made up of 10,900 people say Nevada's Department of Employment, Training, and Rehabilitation (DETR) would not answer their joint questions, according to group administrator Amber Stephenson.
She brought them to KOLO 8 Evening Anchor Noah Bond and he shared them with DETR spokeswoman Rosa Mendez Monday June 8, 2020.
Mendez said she would likely get them answered by Wednesday June 10, but did not accomplish this task at that time.
She did answer the questions after Bond ran a story titled "Unemployment PUA questions no one seems to be able to answer".
"I'm really thankful that they finally did give us answers. I feel like it was able to bring some very much unanswered questions to light," Stephenson.
She says her pleas for specific answers were ignored by government leaders for weeks including Gov. Sisolak's office.
"What was the most interest answer you received?" asked Bond.
"That there are only 35 adjudicators. Um. My mind is blown by that. I literally want to be sick to my stomach," Stephenson.
Meanwhile, people continue to suffer as DETR Director Heather Korbulic says she continues working on improve the service to Nevadans in need.
"We know a lot of people at this point will be losing their homes, their cars if they haven't already in the last week. We have an increase of indicators of suicidal ideation. This isn't just a group of impatient people waiting for a paycheck. This is their livelihood," Stephenson.
Korbulic addressed Stephenson's concern in her weekly Friday June 12 news conference.
"Call center vendor is actively recruiting hiring and training call center representatives and adjudicators to assist with the high volume of claims that we are currently working through," Korbulic said.
Getting specific answers is difficult and followup questions are not possible because questions must be emailed ahead of time to DETR and they are screened and chosen by Mendez before she reads them for Korbulic to answer.
As of June 12, 116,996 initial PUA application have been filed.
More than 47,582 individual claimants have been paid a combined total of $355,8 million.
Roughly 60 percent of those who have not been paid are deemed eligible.
Roughly 40 percent of those who have not been paid will not be eligible.
Korbulic says another problem is slowing the process for PUA recipients.
"Many of the PUA claims filed have been identified as potentially fraudulent. DETR has implemented various measured to proactively resolve and freeze payments to investigate known and suspected fraud," Korbulic said.
Stephenson and many of the people in her Facebook group say they don't believe Korbulic is being honest about the fraud she says is delaying payments. This illustrates the growing mistrust between PUA recipients and DETR officials.
The PUA questions assembled by the Facebook group mentioned earlier in this report and the responses from Mendez are below.
1) Large group 30 % of group who on 5-25 had an outstanding issue called “IP special investigation project case” that fell off 5-26 leaving their claim with “no outstanding issues” but still had a “unresolved: yes” in their claim summary. These claimants have not seen any movement since the 26th when this group should have been paid or at least given pay dates by now. As other claimants who had outstanding issues that required a review or adjudication have been paid or given payment date. This group of 30% has been at a standstill for over a week and a half and the call reps won’t help or hang up. Q- What is going on with this group if they have no outstanding claim issues or nothing that adjudication?
If a claim says “unresolved: yes” – there’s another item on the claim that requires staff review.
2) Why are claimants being issued claim pay dates, but the dates keep switching daily with no payments made. Started 6/4 ex. Claimants got pay date 6/4 and every day since it changes to 6/5,6/6 ?
These claims were being held as a result of the vendor’s system holding back high dollar payments – which were requiring a review to ensure accuracy – DETR has addressed this matter, paid on the eligible claims, and claimants should not see that issue going forward.
3) What is going on with PUA debit cards? It’s been 21 days since launch of PUA site and cards are supposed to take 7-14 days?
DETR has automated the process to send out debit cards. Anyone who requested a debit card has been mailed a card, and cards will be automatically sent out with new claims moving forward. Claimants can expect cards to be delivered within (7-10 days) of initial claims being filed.
4) When does the 21 days start? Initial claim? From the time there are outstanding issues?
The requirement to send verifying documentation of wages begins at the date of attestation of wages – which is generally when the initial claim is submitted. In general, documentation is required to be submitted within 21 days from date of initial claim.
5) What is the process of “PUA other program eligibility” what can claimants do to expedite that process?
This is a claim status that requires a DETR representative to check for one or more of the following: UI eligibility, requirements for FPUC, wages in another state, combined wage claim, or standalone UI eligibility in another state. Federal law prevents claimants who are eligible for UI from obtaining PUA benefits. DETR must determine if a claimant has the potential to file for an alternate base period claim that would allow them to get access to regular UI. We’ve discovered that about 40 percent of the claims with this status are eligible for UI. Claimants will get an electronic determination that they don’t meet PUA eligibility – they need to file UI claim.
6) How can claimants file backdated claims if they aren’t showing on their Employ.Nv account?
This scenario occurs as a result of the dates that claimants enter for the day they separated from employment. Individuals who want to file weekly claims further back than the date that the indicated they separated must call the PUA call center and ask to have their claims backdated. Claims can go back to the last Sunday of the week they separated from employment.
7) Are prepaid and cash app Direct Deposit cards able to be used? Some claimants have been told no and some yes? Also Chime card holders and Venmo as well?
Yes, but DETR recommends using a FDIC financial institution or credit union, or select the debit card option.
8) What is the payment payout schedule? What days are payments posted? Is it similar to UI or a different schedule?
Eligible weekly claims are processed every banking day. In general, eligible weeks are paid out within 48-72 hours (banking days only) of the date the weekly claim was filed.
9) Why are claimants who applied on 5/16 who have been reviewed not being paid but new claimants who just applied being paid in 72 hours or less?
Every claim is different. There may be issues under review.
10) When doesn’t the call center the reps tell claimants they don’t have access, they cannot help because they aren’t trained, or ability to change claims and that only DETR can make changes?
The PUA call center can only handle PUA claims. They cannot manage “unresolved: Yes” statuses those require a dedicated DETR team who is actively reviewing and resolving these claims.
11) Why are SNAP recipients bring cut off from their DWSS SNAP benefits based off of income not even paid out yet?
DETR does not have insight into the business processes of DWSS, we recommend anyone in the situation contact DWSS.
12) Why are call reps reading a script when claimants call in?
DETR must provide every caller with federally required legal disclosures and must be consistent in how they handle questions and claims.
13) Why are call reps reporting being in Florida, Tennessee, Alabama, California when the conference 5/29 stated they are all from a Nevada call center?
Alorica is a global customer service provider, a US-based company, with offices throughout the U.S. Alorica call center representatives work remotely in providing call center support specific to Nevada. The PUA call center staff are dedicated to the work of DETR’s contract.
14) Why were claimants told to use adjudication line 5/29 but on 6/5 told to again wait?
DETR informed the public that the adjudication center went live on June 1st. DETR has always recommended calls be directed to the main PUA call center line.
15) Why are claimants not being paid now and adjudication later per DETR press release 5/15?
Per federal law, DETR must verify identity and that claimants are not eligible for any UI benefits prior to payment. DETR is accepting self-attested wages and making payments based on that self-attestation. Adjudication of those wages happens on the back end, or after payments have begun. The rules for standard UI do not allow for claims to be paid prior to wage adjudication, however PUA rules allow for it and DETR is providing that flexibility as such.
16) Can claimants get an amendment to claimant guide of what “outstanding issues” mean? To free up phone lines.... I.E “working full time, DUA not due to disaster, end employment, refusal of telework, lack of work,” ? (having an idea of meaning and how to resolve/how long it takes to resolve)
Outstanding issue could represent varied reasons. Based on quoted example, if you are working full time, you are not eligible for benefits. You would be able to claim for the time in which you were not employed. Please check the newly-created PUA Glossary of Terms for definition of PUA terminology posted on detr.nv.gov/pua
17) What’s the best method to communicate with reps to address issues? Email, employ nv chat, waiting for a call?
DETR recommends calling the PUA Call Center – if you don’t get in the first time – please try again as per the IVR messaging.
18) How long until people are trained and have access to help? It’s been 5 days of calling and being hung up on now from the 82-adjudication line?
DETR has 35 trained adjudicators and we are working on hiring and training more.
19) Are numbers truly what’s been paid or what’s been released?
20) Why have claimants with the max weekly benefit of $469 not being paid out? They have no outstanding issues and nothing to be adjudicated in many cases.
This may have been related to the Vendor’s system holding back high dollar payments for review. We have resolved this issue and eligible payments are being made.
Copyright KOLO-TV 2020