View
245
Download
0
Category
Preview:
Citation preview
7/31/2019 UI-Connect User Guide
1/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 1
09
UI ConnectUser and Training Guide
Louisiana Workforce Commission
7/31/2019 UI-Connect User Guide
2/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 2
Table of Contents
Introduction ..................................................................................................................... 6Acronyms / Definitions ................................................................................................. 6Overview ...................................................................................................................... 7
UI Connect ...................................................................................................................... 9Logon ........................................................................................................................... 9Navigation .................................................................................................................... 9
Mouse ...................................................................................................................... 9Keyboard Shortcuts ................................................................................................ 10
Logoff ......................................................................................................................... 10Overview of the Workspace ....................................................................................... 11
My Inbox ........................................................................................................................ 12Business Rules .......................................................................................................... 12Type ........................................................................................................................... 12Status ........................................................................................................................ 12Reminders ................................................................................................................. 13View All ...................................................................................................................... 13My Inbox Details ........................................................................................................ 13Filter ........................................................................................................................... 14Lock ........................................................................................................................... 15
Working with Work Items ............................................................................................... 18Home ......................................................................................................................... 19
Reserve .................................................................................................................. 19Unreserve .............................................................................................................. 19Date Due ................................................................................................................ 20Comments .............................................................................................................. 20Reminders .............................................................................................................. 21
Contents .................................................................................................................... 22Attachments ........................................................................................................... 23
7/31/2019 UI-Connect User Guide
3/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 3
Supporting Images ................................................................................................. 23Linked Completed Work Items ............................................................................... 23Related Work Items ................................................................................................ 23Self-assign Related Work Items ............................................................................. 24
Conversations ............................................................................................................ 24Call Routing Request ............................................................................................. 25
History ....................................................................................................................... 26Actions ....................................................................................................................... 26
Save ....................................................................................................................... 26Complete ................................................................................................................ 26Reserve .................................................................................................................. 26Unreserve .............................................................................................................. 27Escalate ................................................................................................................. 27Self-assign Related Work Items ............................................................................. 27Self-assign ............................................................................................................. 27Forward to Other BU .............................................................................................. 27
Team Leader Actions ................................................................................................. 27Reassign ................................................................................................................ 27Unassign ................................................................................................................ 28Response To Escalation ........................................................................................ 28
Search Work Items ........................................................................................................ 29Selection Criteria for Search ...................................................................................... 29Search Active Work ................................................................................................... 29
Search Active Work Results ................................................................................... 30Sub Searches ............................................................................................................ 31
Claimant Search ..................................................................................................... 31Employer Search .................................................................................................... 31User Search ........................................................................................................... 31Max Records .......................................................................................................... 31
Search Completed Work ............................................................................................ 32Search Completed Work Results ........................................................................... 34
7/31/2019 UI-Connect User Guide
4/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 4
Workflow History ........................................................................................................ 34View/Print as PDF .................................................................................................. 36
Images .......................................................................................................................... 37Search Images .......................................................................................................... 38
Benefits Search Criteria ......................................................................................... 39Tax Search Criteria ................................................................................................ 40Appeals Search Criteria ......................................................................................... 40All Category Search Criteria ................................................................................... 41
Sub Searches ............................................................................................................ 42Form Look Up ........................................................................................................ 42Claimant Search ..................................................................................................... 42Employer Search .................................................................................................... 43Contains ................................................................................................................. 43
Search Results .......................................................................................................... 43Max Records .......................................................................................................... 43View an Image ....................................................................................................... 44File Net Viewer ....................................................................................................... 44Edit Image Properties ............................................................................................. 45View/Print as PDF .................................................................................................. 46Adobe PDF Viewer ................................................................................................. 47FAX ........................................................................................................................ 47History .................................................................................................................... 49Launch Work Flow ................................................................................................. 50
Create Work Item .......................................................................................................... 52Work Item Types........................................................................................................ 52Create Work Item ....................................................................................................... 52Create Benefits Work Item ......................................................................................... 53Create Tax Work Item ................................................................................................ 57Create Appeal Work Item .......................................................................................... 58Create Ad Hoc Work Item .......................................................................................... 61
Templates ..................................................................................................................... 64
7/31/2019 UI-Connect User Guide
5/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 5
Adjustment ................................................................................................................. 64Collections Refund Authorization ............................................................................... 64Employer Refund ....................................................................................................... 64Employer Waiver ....................................................................................................... 64Investigation Recommendation ................................................................................. 64Investigation Request ................................................................................................ 64Monetary Reconsideration ......................................................................................... 65Supplemental Pay Order ........................................................................................... 65
Facilitation ..................................................................................................................... 66Index ............................................................................................................................. 68
7/31/2019 UI-Connect User Guide
6/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 6
Introduction
This document is the User Training and Reference Guide for the Louisiana Workforce
Commission (LWC) Imaging and Remittance Processing Renovation and Workflow. Itprovides a step by step overview of how to use the UI Connect (UIC) system.
The contents of the document will provide instructions for multiple roles within the LWC.
Acronyms / Definitions
Ad Hoc Work item created by a User. Same as miscellaneouswork.
Ascending A through Z order, Older to NewerBusiness rules The rules that instructs the system what actions to take.
Created by LWC subject matter experts.BYB Benefit Year Begin (mm/dd/yyyy)BYE Benefit Year End (mm/dd/yyyy)Descending Z through A order, Newer to OlderDUA Claim Type: Disaster Unemployment InsuranceEAN Employer Account NumberFile Net The database system that stores the images.
Filter Process to separate large amounts of data into smallergroups
FEIN Federal Employer Identification Number
iCapture The scanning application.Image Documents and forms which have been electronically
scanned into the systemLegacy System The old or previous system.Link Identified by an underline, will take you to another pageLWC Louisiana Workforce CommissionPDF Adobe Portable Document FormatPWE Pay Week EndingQuery Question to a set of dataSort Classification method to arrange dataSSN Social Security Number
SRID Status Report IDTeam Leader User with members assigned to their team. Will have more
permissions than a Team MemberTeam Member User on a team that reports to a Team Leader.TRA Claim Type: Trade Readjustment AllowanceUI Claim Type: Unemployment InsuranceUI Connect Unemployment Insurance Connect (UIC)
7/31/2019 UI-Connect User Guide
7/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 7
Overview
The UIC Imaging and Remittance processing provides LWC an efficient manner in
which to assess documents when they are received, save them to an image, and
automatically assign them to the correct role for that specific work type. Working from
scanned images creates an environment of less paper and quick easy access to
documents. Improved reporting capabilities will be helpful in identifying ways to further
improve the process. It is expected that the improved efficiency will result in reduced
time in completing the work and an improvement in customer service to Louisianas
employers and unemployed.
It all starts with LWC receiving a piece of mail or a fax.
7/31/2019 UI-Connect User Guide
8/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 8
There are three Business Types in UI Connect: Appeals, Benefits and Tax.
Within each Business Type there are multiple Business Units.
With each Business Unit there are multiple Roles. Each user is assigned to a role.
Talk about examples of the above.
Everyone utilizing the UI Connect application is a Userwith a role. The type of work
warrants different permission levels for each role within the system. For this
documentation, we will refer to the following titles when referencing permissions.
A Team Leaderis a user who has team members assigned to them. A team
leader has permission to assign work items, change the status of a user (ex:
vacation, sick), respond to work items their team members have escalated and
generate reports. A team leader is a title for purposes of this application and isNOT related to the human resources classification within the organization such
as supervisor, manager, director or other leadership position.
A Team Memberis a user who has been assigned a specific role within a
business unit. Work is distributed according to the roles and work items are
assigned to the users inbox. Each team member is assigned a team leader.
7/31/2019 UI-Connect User Guide
9/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 9
CAUTION: Internet
Explorer has differentfunctionality.
UI Connect
In this module, users will navigate within the UI Connect application.
Functions:
Access and successfully logon to UI Connect
Navigate the menu system
Logon
Users will use their LWC network logon identification. Follow these steps to logon:
Navigate to the Logon page Enter your LWC network user name
Enter your Password (case sensitive)
Just as in the network system, if the logon information you entered is incorrect,
you will receive an error message to try again. After 3 unsuccessful attempts,
the logon will be locked. Users should call the LWC help desk at 888-274-7327
to reset the logon.
You will be prompted to change your password every 30 days.
CAUTION: Passwords are case sensitive. Watch the CAPS LOCK function.
Navigation
The screens within the application may be navigated with the mouse or keyboard.
Standard windows based navigation protocol is utilized.
Mouse
Once the UI Connect application is open, DO
NOT use standard Internet Explorer functionssuch as the BACK or NEXT icons.
The right mouse button (standard setting) allows the user to access the shortcut menu
options such as cut, copy and paste.
7/31/2019 UI-Connect User Guide
10/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 10
Fields with additional functionality:
* Indicates a required field that must be completed before proceeding
Date field, click the calendar to choose the date or type the date inmm/dd/yyyy format
Find (magnifying glass) indicates a searchable field.
Add button used in fields such as comments before processing theform
Grey Box Not accessible for this user
Lock
Keyboard Shortcuts
The following key combinations (hold simultaneously) can be utilized to complete
frequent actions:
Key Combination ActionCrtl + v PasteCrtl + c CopyCrtl + a Select AllCrtl + p Print
Enter Activate a commandShift + Tab Moves cursor to the previous fieldTab Moves cursor to the next field, navigate a dialog box
Logoff
Exit the application by clicking Logoff from the top right corner of the screen.
7/31/2019 UI-Connect User Guide
11/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 11
Overview of the Workspace
Menu Items (Left Side Bar)
My Inbox
Create Work Item
Search Active Work
Search Completed Work
Search Images
o Benefit Search
o Tax Search
o Appeal Search
o All Category Search
Menu Items (Top Right Bar)
Help
Home Logoff
7/31/2019 UI-Connect User Guide
12/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 12
My Inbox
In this module, users will become familiar with the Inbox screen and access work items
which are in progress and work items that have been assigned to them. The Inbox view
is the same for all users; however the contents are based on their individual role. The
Inbox is limited to 50 work items at a time. As work items are completed, additional
work items will be assigned to the user up to the limit. Team Leaders will be able to
view the Inbox of team members assigned to them. The users name and date are
shown at the top of the Inbox.
Functions:
Navigate the Inbox view
Sort work items by Work ID and Days Remaining Filter work items by SSN
Business Rules
The system contains a very complex set of business rules. These rules were provided
by experienced personnel within LWC. The rules are interpreted by the system to
determine how to distribute work and how much time is allowed for its completion. New
work items are distributed every thirty minutes. Work items will remain in the New
status until they can be assigned to a user with the appropriate role. If all inboxes of
users in that role are full to the limit, the work will remain undistributed until anotherwork item is completed.
The system will sort work items based upon the urgency to complete and business rules
specific to work groups. Those items most urgent are designed to appear at the top of
the list. The user should practice working from the top of their Inbox down.
Type
The Inbox contains work items grouped in tiles by work type. Usually a user will see a
tile for Ad Hoc work items and a tile for one of the types listed below.
Tax
Appeals
Benefits
Status
The work items are grouped by type and status. Each status appears as an active link:
7/31/2019 UI-Connect User Guide
13/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 13
A user can click on a link, and the system will navigate to the next screen and list allwork items of that status. If there are no [0] work items in a status group, the link willnot appear in the inbox.
Listed below are the types of work statuses, the number of work items for each status
and a description.
Assigned [#] work items assigned to this user but the user has not taken anyactions yet
In-Progress [#] team member has opened the work item and has begun to work
Reserved [#] work items that has been reserved by the Assigned To user.
Re-Assigned [#] work items that have been re-assigned to this user.
Escalated [#] work items that have been escalated to a leader by a member oftheir team. Only appears in a Team Leader inbox.
Reminders
Work items that have had a reminder added to them are given a reminder link. Thesework items will still be included in the proper status assigned. For example if a workitem is In Progress and a reminder was added. This work item will appear with the InProgress work items. To make it easy for a user to determine what work items havereminders and when it is time to work them the reminder links are provided. More aboutReminders in the Working with Work Items section.
Reminder (Due Today) [#] reminders that need to be processed today
Reminder (Future Due) [#] reminders with a future due date
Reminder (Past Due) [#] reminders with a past due date
View All
The View All link on the far left will display all work items for that type regardless of
status.
My Inbox Details
By clicking on the status link the user can see a detailed list of the work items in their
inbox.
The work item list page contains the following columns:
Lock Icon (only if work item is locked)
Work ID
Work Description
SSN
Claimant Name
Employer Account # Employer Name
7/31/2019 UI-Connect User Guide
14/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 14
Docket#
Date Created
Status
Remaining
FilterApplying a Filter to your Inbox provides a smaller group of work items to view. Users
may apply a filter to the list of work items by using the claimants SSN. The filter
only applies to the Work Type (Tax, Benefit, Appeals) that you have opened. Insert
(type or copy/paste) the SSN, and select Filter. Only the work items in your Inbox
that match the SSN will be displayed. To clear the filter, select unFilter.
EXAMPLE:SOCIAL SECURITY NUMBER (SSN)FILTER
Situation: User needs to filter their work items for one SSN (claimant). We will copy
and paste a SSN from the full list to the filter field.
1. Select My Inbox from left menu
2. Select View All link (on right)
3. Select one SSN from the detail list
4. Copy (Ctrl+c, right click copy or edit copy)
5. Click in the Filter field text box
6. Paste (Ctrl+v, right click paste, or edit paste)
7. Click Filter
8. Click UnFilter which returns to the list to the full list of work items
9. Enter the SSN manually, with or without dashes
10. Click Filter
11. Click UnFilter
7/31/2019 UI-Connect User Guide
15/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 15
Lock
While navigating between work items, you may discover a work item is locked. This
occurs when a user moves to another work item without processing or canceling. The
work item will remained locked until the user who locked the work item takes one of the
actions below. Other users will be able to view the work item but will not be allowed to
take any Action on the work item. This is primarily a database function and provides no
value to the users. This function is provided to prevent more than one user having a
work item opened at the same time. There may be strict rules applied to leaving a work
item locked. Team leaders may reassign or unassign a locked work item. The
Assigned To and the application administrator are the only users that can unlock. The
system will also unlock work items overnight.
To avoid locking a work item: Select an appropriate action and Process OR
Select Cancel without processing any changes
7/31/2019 UI-Connect User Guide
16/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 16
EXAMPLE: LOCK/UNLOCK
Situation: The user will open a work item and navigate back to the main menu without
selecting an Action or Cancel from within the work item. This causes the work item to
lock until the user unlocks it by returning to the work item and taking an Action orclicking Cancel to exit the work item.
1. Click on My Inbox
2. Click on the Assigned status link and open a work item
3. Click on My Inbox
4. Click the Assigned status link and observe the work item
5. Note the Lock icon next to the description
6. Open the work item
7. Select Cancel , this will return the user to the work item list
8. Note the work item and the Lock has been removed
7/31/2019 UI-Connect User Guide
17/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 17
PRACTICEACTIVITY:MYINBOX
Situation: Getting to know My Inbox:
1. Find the Tax category, Assigned work items. How many work items do you have
listed? __________________
2. Open and view the first work item in the list.
3. Select My Inboxand return to the Tax, Assigned link.
4. Is this work item locked? Yes No (circle)
5. Open this work item, then select Cancel
6. Return to the Tax Assigned link.
7. Is this work item locked? Yes No (circle)
8. How many work items are listed? _________
9. Filter the work items for a SSN
10. How many work items are listed? _________
11. Select My Inbox and View All from the Tax Work category
12. How many work items are due in the next 5 days or less? _________
13. Return to My Inbox
7/31/2019 UI-Connect User Guide
18/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 18
Working with Work Items
The purpose of the work flow assignment is to get work done in the least time possible
and to balance the work load between users. This will meet the federal requirement of
timeliness by completing the work before the work item reaches 0 days remaining.
Users will be assigned work items based upon the users Business Unit, Role and
business rules specific to the Unit. Users may take unassigned work but may not give
work back. Users may take work from a co-worker if it is not reserved. Team Leaders
may manually distribute work as special circumstances warrant.
Functions:
Input work item detail
Create and complete reminders Create comments
Supporting Contents
Search and Add contents
Find related work items
Understand work item actions
7/31/2019 UI-Connect User Guide
19/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 19
Home
Reserve
The reserve action keeps a work item in the users inbox. Work items which have not
been completed before the date due and are waiting on information or action may be
placed in reserve status by the user. This will prevent the work item from being re-
distributed and moving to the auto distribution system. For example, if a user is waiting
on verification from a claimant, he/she may place this work item on reserve until the
anticipated verification arrives. The only action that can be taken on a reserved work
item is Unreserve.
Unreserve
Once a work item has been place on reserve, unreserved is the only action available.
When the work item is ready for further processing, the user should choose the action
unreserve and process. This changes the work item status to in progress and all
actions will once again become available.
7/31/2019 UI-Connect User Guide
20/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 20
PRACTICEACTIVITY:RESERVE ANDUNRESERVE
Activity:
1. Notice the numberof work items in reserve status in Inbox [ #]
2. Open a work item
3. Select a reserve date for tomorrow
4. Type comments in the new comment field, then click Add
5. Select the Action Reserve from the drop down list
6. Click on Process
7. Click on My Inbox
8. Notice the work item in reserved status [#] is one greater
9. Click on the Reserved Status link10. Delete the reserve date
11. Select the Action Unreserved from the drop down list
12. Click on Process
13. Click on My Inbox and notice the status in progress
14. Click on the in progress status link to see this work item
Date DueThe Date Due is automatically assigned to the work item based on the business rules.
The user cannot override or enter another date in this field. This date is notrelated to
the Reserved Until or Remind On dates. The Date Due is the date this work item needs
to be completed in order to meet time lapse requirements. The priority of the work item
is determined by this date.
Comments
Comments are required on the work item when any action is taken. The user must
enter their comment in the New Comment section; all edits must be made while the
comment is in this section. When the user clicks the Add button the comment is addedto the Previous Comment section with a date and name stamp. Comments in this
section cannot be modified. They are now a part of public record. Comments should
relate to the work being done on the work item. If a mistake is made and the comment
has already been added to the Previous Comments section, just add another comment
with the correcting information. There are no limits to how many comments can be
added.
7/31/2019 UI-Connect User Guide
21/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 21
Reminders
Users can create a reminder on an active work items. The reminder function allows the
user to set a reminder date on a work item for a future date so they will be able to
remind themselves to perform a follow-up action in a timely manner. The status of the
work item is unaffected by the presence of a reminder. (i.e. In Progress, Assigned,
Reserved, etc.)
Reminders will be visible to the user who created them. Reminders will be sorted by
date priority then applicable business rules apply. A reminder date must be greater
than today.
For each reminder, users must create a comment about the reason for the reminder.
For example, if you tie a string around your finger, in 10 days, you may not remember
what the string is to remind you to do. Comments are required (*) to remind you why
you set the reminder.
Each Reminder is an active link:
Reminder (Due Today) [#]
Reminder (Past Due) [#]
Reminder (Future Due) [#]
Once the Reminder link has been selected, the Reminder Detail page lists the followingcolumns:
Work ID
Work Description
SSN
Claimant Name
Employer Account #
Employer Name
Docket #
Date Created
Status
Days Remaining
7/31/2019 UI-Connect User Guide
22/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 22
EXAMPLE: REMINDERS
Situation: The user will open an In-Progress Work Item to Set, Change and Remove aReminder.
1. Click on My Inbox
2. Click on In-Progress status link3. Click on a work item to open
To Set a Reminder:1. Remind On: User must enter a date (mm/dd/yyyy) or choose a date from the
calendar2. New Comment: Enter a descriptive comment with details on what action needs
to be taken on this day and click Add3. Action: Choose SetReminder from the dropdown list
4. Click Process
To Change a Reminder:1. Remind On: User must enter a date (mm/dd/yyyy) or choose a date from the
calendar2. New Comment: Enter a descriptive comment with details on the change of the
reminder and click Add3. Action: Choose ChangeReminder from the dropdown list
4. Click Process
To Remove a Reminder:1. New Comment: Enter a descriptive comment with details on removing the
reminder and click Add2. Choose RemoveReminder from the Action dropdown
3. Click Process
Contents
This tab of the work item is provided to display contents that are related or necessary to
resolve this work item. Content may be an image or another work item. Other workitems may be active or completed.
7/31/2019 UI-Connect User Guide
23/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 23
1. Select Contents Tab
2. Click on the Supporting Contents link Search and Add Images
3. Click on Extended Search
4. Click on Tax Search
5. Type the Date Received, use a date range.
6. Click on Search
7. Select ; Images
8. Click on Attach
9. Change the Action to Submit and Process
Attachments
Attachments are images attached to the work item at the time of creation by the system.
They cannot be removed by the user.
Supporting Images
These images can be added and removed by the user.
Linked Completed Work Items
Work items that are added or removed by the user that are relevant to this work itemthat has already been completed.
Related Work Items
Certain Work items meeting specific business rules may have related open work items.
This is a quick search that is performed by the system when the Get Related Work
Items link is clicked on the Contents tab of a work item. These may be viewed or self
7/31/2019 UI-Connect User Guide
24/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 24
assigned by the user if they are relevant to this work item that is in an active status. If no
work items meeting the pre-determined criteria are found, no work items will be
displayed.
Self-assign Related Work Items
The work items displayed as a result of a related work item search can be self assignedto the user. The self assigned related work item will appear in the inbox with a status of
Reassigned. The work items will be listed in tile of Related Work Items on the Contents
tab of the work item as well. This feature will notwork if the work item is in the status of
Reserved.
Conversations
This section is provided to the user for documentation of conversations that take place
during the activity of the work item. By clicking the Add New Conversation link, a
screen is opened to record information. A new entry should be made for each
conversation. A summary of the conversation is recorded in the section for quickreference.
A summary of the conversation is recorded in the section for quick reference.
1. Select the Conversations Tab
2. Click Add New Conversation3. Type the Phone # 504-944-4400
4. Type the Party Name Sylvester Jennings
5. Choose the Party Type Employer from the drop down list box
6. Type the Conversation Title Request for leaving documentation
7. Type the Conversation Text Spoke to assistant..
8. Click on Add
7/31/2019 UI-Connect User Guide
25/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 25
9. Choose the Action Save
10. Click on Process
Call Routing Request
This is provided to allow the user to create a call routing request for an incomingtelephone call. The incoming call which matches the criteria will be routed to the user in
the Routing ID (user ID) field. A Call routing request can be added to an active work
item only. A call routing request will expire after the first matching call is routed or after
the due date.
A summary of the request is recorded in the section for quick reference.
1. Select the Conversations Tab2. Click Add New Call Routing Request
3. Type Party Name Sylvester Jennings
4. Choose the Party Type Employer from the drop down list box
5. Type Routing ID (your user id)
6. Type Callers EAN 654321
7. Type Due Date 06/01/2009
7/31/2019 UI-Connect User Guide
26/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 26
8. Click on Add
History
Choose the History Tab to see activity regarding the work item. Screen will show the
dates and users involved in processing this work item.
Actions
Save
Complete
Reserve
o Unreserve
Escalate
Self-assign Related Work Items
Self-assign
Forward To Other Business Unit
SetReminder
ChangeReminder
RemoveReminder
Team Leader Actions
Re-assign
Un-assign
Response to Escalation
Save
The Save action will save comments that are added to the Work item. Save will
not work for the actions of Reserve, Remind, Re-assign and Self-assign.
Complete
When the user has finished the work item, the action Complete is selected. This
moves the work item from active to the completed work status. If a mistake is
discovered, a new work item must be created and linked to the original work item
to address this mistake.
Reserve
The reserve action keeps a work item in the users inbox.
7/31/2019 UI-Connect User Guide
27/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 27
Unreserve
Once a work item has been placed on reserve, unreserve is the only action
available.
Escalate
The Escalate action sends the work item to the users Team Leader. The Team Leaderwill comment and add instructions and return the work item to the user for completion by
choosing the Response to Escalation action.
Enter new comments add
Select Action Escalate
Process
System will update the history (previous comments)
Screen returns to Inbox or Search Results
The team leader who receives this work item will see different actions to respond or re-
assign. If the reporting manager does not have the authority to process the work item,
he/she may escalate to the next level staff person.
Self-assign Related Work Items
The work items displayed as a result of a related work item search can be self assigned
to the user. The work items will be listed in tile of Related Work Items on the Contents
tab of the work item. This feature will notwork if the work item is in the status of
Reserved.
Self-assign
Users can self assign work to themselves by choosing the Self Assign action and click
Process. This feature will notwork if the work item is in the status of Reserved.
Forward to Other BU
If work needs to be assigned to a business unit other than the users unit, users can take
the Forward to Other Business Unit action and assign to another unit. The user will
select a business unit and role, enter a comment and choose the Forward to Other
Business Unit action and click Process. The work item will be distributed to a worker
with that role in the next distribution cycle (currently every thirty minutes).
Team Leader Actions
Reassign
A Team Leader can open a work item assigned to a member of their team and
Reassign the work to another team member. The Team Leader will first self-assign
7/31/2019 UI-Connect User Guide
28/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 28
the work item to him/herself and then reassign the work item to another team member.
This is done one work item at a time.
Unassign
If a member of the team becomes inactive (sickness, vacation, etc.) a Team Leader can
unassign all work items in the members inbox. All work items will go back to thesystem for distribution to other users of this role. This action is available from the
System Administration menu, User Maintenance screen. This is done by choosing a
work type (tax, adhoc, etc) then all work items of that type will be unassigned from the
current team member. Work items in Reserved status will not be unassigned.
Response To Escalation
The Team Leader will respond to an escalated work item by adding a comment and
return the work item to the user for completion by choosing the Response to Escalation
action.
Enter new comments, click add
Select Action Response to Escalation
Process
System will update the history
Screen returns to Inbox
If the reporting manager does not have the authority to process the work item, he/she
may escalate to the next level staff person.
7/31/2019 UI-Connect User Guide
29/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 29
Search Work Items
In this module, users will search active work items.
Functions:
Search and find active and completed work items
Workflow history
Selection Criteria for Search
Users may search based upon a single criteria or multiple criteria. Required fields are
indicated with an *. To narrow a search (fewer items in results), users should enter
criteria in more than one field. At least one criterion is necessary to process a search
Search Active Work
An active work search will direct the user to work items which are assigned or in
progress. From the left menu, users select the Active Work Search to reveal the
following screen:
7/31/2019 UI-Connect User Guide
30/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 30
Underlined link
indicates the
column can be
sorted
The criteria fields are:
Work Type *
Status
Business Unit
Role
SSN (Claimant Search)
Employer Account # (Employer Search)
FEIN (Employer Search)
Docket #
Batch #
Transaction Type
Process Date
Assigned To
Date Due [ on, before, after ] [mm/dd/yyyy][Between] will prompt two date fields - from [mm/dd/yyyy] to
[mm/dd/yyyy]
Click on Clear to reset the form
Search Active Work Results
Users may open a work item from within the results by clicking on a
Description link. Only one user may open a work item at the same
time.
EXAMPLE: SEARCH FOR ACTIVE WORK ITEM
Situation: Users will search for the tax work item for Sylvesters Fire and Safety.
1. Click on Active Work Search
2. Select Tax Work Type from the drop down list
3. Type the Employer Account # 1234564. Click Search
7/31/2019 UI-Connect User Guide
31/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 31
Sub Searches
Sub Search allows the user to search for information about the Form, Claimant or
Employer. Selecting an item on the sub search results page will fill in the missing data
on the Image Search screen.
Claimant SearchTo search for a claimant, enter the SSN, or Last Name or Zip code then click Search
.
Employer Search
To search for an employer, enter the DBA, or Employer Account number, or Employer
Name or Zip code, and then click Search .
User Search
To search for another user, enter the First Name or Last Name or Login ID, and then
click the Look Up icon .
Max Records
By default the system will display 200 results. If there are more than 200, the user will
receive a message Search Criteria exceeds Max Record field value. The user should
7/31/2019 UI-Connect User Guide
32/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 32
add more criteria to the search. For active and completed work item searches, the
acceptable values for Max Records are 1 200.
For example: If you search Google for beans, you will receive about 45
million results. However, if you search red beans, your search results are
reduced to 13.6 million. Then try red bean rice recipes, the results drop to
308 thousand.
Search Completed Work
Completed work is done! Once a user has completed the work item, only a record of
the activity is kept in a history list. The work is no longer there. This history records
what happened when there was an active work item.Users can search completed work which is much the same process as searching for
active work. From the left menu, users select Search Completed Work to reveal the
following screen:
7/31/2019 UI-Connect User Guide
33/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 33
Criteria Fields:
Work Type *
SSN (claimant search)
Employer Account # (employer search)
FEIN (employer search)
Docket #
Batch #
Transaction Type
Process Date
Completed By
Completed On
EXAMPLE: SEARCH FOR COMPLETED WORK ITEM
Situation: Users will search for a tax work item.
1. Click on Search Completed Work2. Select Tax Work Type from the drop down list
3. Click Search
7/31/2019 UI-Connect User Guide
34/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 34
Underlined linkindicates the
column can be
sorted
Search Completed Work Results
By default the results will be sorted by the Completed On field.
Columns can be sorted in ascending or descending order by
clicking on the column heading:
Work ID
Work Description
Completed by
Completed on
SSN
Employer Account #
Employer Name
FEIN
Docket#
Note if there are more results than fit on the page, users may advance to the next page
using the next page icons.
Workflow History
From the Completed work items search results, click on the active link of a Work ID, to
reveal the history detail.
7/31/2019 UI-Connect User Guide
35/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 35
Work Item History Detail (fields)
o Work Type
o Docket #
o Employer Name
o Employer Account #
o SSN
o BYB
o FEIN
o Work Description
o Comments this section will list the trail of comments by the user during
the life cycle of the work item
Related Images attachments (could be multiple items)
Conversations (columns)
o Conversation Title
o Conversation Date
o Party Nameo Conversation Text
Call Routing Request (columns)
o Callers EAN or SSN
o Party Type (Claimant or Employer)
o Request Date
History (columns)
7/31/2019 UI-Connect User Guide
36/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 36
o User
o Date
o Action
View/Print as PDF
View/Print as PDF will allow the user to select portions of the work history
to print.
1. Click on a completed work item
2. Click on View/Print as PDF
3. Select on of the following:
a. Work Item Details
b. Related Images
c. Conversationsd. History
e. Call Routing Request
4. Click on Print
7/31/2019 UI-Connect User Guide
37/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 37
Images
LWC receives documents/forms from the mail and from fax. Once these documents are
received an image is created and stored in the system. The hardcopy is stored
according to state/local laws but the image remains available within the system.
One image per document is stored in the system. This image may be used by multiple
users and/or attached to multiple work items. The image is available for review even
after the work item has been completed.
7/31/2019 UI-Connect User Guide
38/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 38
In this module, users will search and work with Images.
Functions:
Search images based upon user criteria
Manipulate and process Benefits images
Manipulate and process Appeals images
Manipulate and process Tax images
Search for Claimants
Search for Employers
Understand and edit Image Properties
Print or fax images
Search Images
Users will be able to search based upon a single criteria or multiple criteria in each
search category; Benefits, Tax, Appeals or All Category search.
Search screens for each category contain unique search fields, such as Issue # for
Benefits and Docket # for Appeals. All Categories contain fields which are common
across all types of work. Required fields are indicated with an *. To narrow a search(fewer items in results), users should enter criteria in more than one field. At least one
criterion is necessary to process a search.
If there are no results based upon user search criteria, the system will return amessage, No items found.
7/31/2019 UI-Connect User Guide
39/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 39
Therefore, if a user searches for a work type alone and many images are listed in the
results, the user can add additional search criteria to reduce the results list.
Benefits Search Criteria
Users may start with an empty search criteria form by clicking the Clear button.
Form ID Type the first few digits / and check Contains or the pop up
search
Date Received Type (mm/dd/yyyy) or choose a date from the pop up calendar
Source Select Remittance, Fax, Internet, or Mail from the drop down list
SSN Type a Social Security Number or use the Claimant Search
Employer Account # Type an Employer Account Number or use the Employer
Search
Employer Name Type the first few # digits / and check Contains
BYB Type (mm/dd/yyyy) or choose a date from the pop up calendar
Week Ending Date Type (mm/dd/yyyy) or choose a date from the pop up calendar
Batch # Type the batch number
Check # Type the check number
Amount between
(and)
Operators are required if a check amount has been entered.
Use the mathematical operators: = (equal), > (greater than),
< (less than) and between
Determination # Type the determination number
Petition # Type the petition number
Document Locator # Type the document locator number
Transaction ID # Type the transaction ID
Envelope DLN # Type the envelope DLN
7/31/2019 UI-Connect User Guide
40/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 40
Tax Search Criteria
Users may start with an empty search criteria form by clicking the Clear button.
Form ID Type the first few digits / and check Contains or the pop up
searchDate Received Type (mm/dd/yyyy) or choose a date from the pop up calendar
Source Select Remittance, Fax, Internet, or Mail from the drop down list
SSN Type a Social Security Number or use the Claimant Search
Employer Account # Type an Employer Account Number or use the Employer
Search
Employer Name Type the first few # digits / and click Contains
FEIN Type Federal Employer Identification Number
SRID Type the Status Report IDYear Type the four digit year (yyyy)
Quarter Select 1,2,3,4 from the drop down list
BYB Type (mm/dd/yyyy) or choose a date from the pop up calendar
Batch # Type the batch number
Check # Type the check number
Amount between
(and)
Operators are required if a check amount has been entered.
Use the mathematical operators: = (equal), > (greater than),
< (less than) and between
Charter # Type the charter number
Retailer # Type the retailer number
Confirmation # Type the confirmation number
Attorney Code Type the attorney code
Document Locator # Type the document locator #
Transaction ID # Type the transaction ID
Envelope DLN # Type the envelope DLN
Appeals Search Criteria
Users may start with an empty search criteria form by clicking the Clear button.
Form ID Type the first few digits / and check Contains or the pop up
search
7/31/2019 UI-Connect User Guide
41/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 41
Date Received Type (mm/dd/yyyy) or choose a date from the pop up calendar
Source Select Remittance, Fax, Internet, or Mail from the drop down list
SSN Type a Social Security Number or use the Claimant Search
Employer Account # Type an Employer Account Number or use the EmployerSearch
Employer Name Type the first few digits / and check Contains
BYB Type (mm/dd/yyyy) or choose a date from the pop up calendar
Docket # Type the docket number
Petition # Type the petition number
Document Locator # Type the document locator #
Transaction ID # Type the transaction ID
Envelope DLN # Type the envelope DLN
All Category Search Criteria
Users may start with an empty search criteria form by clicking the Clear button.
Form ID Type the first few digits / and check Contains or the pop up
search
Date Received Type (mm/dd/yyyy) or choose a date from the pop up calendar
Source Select Remittance, Fax, Internet, or Mail from the drop down listSSN Type a Social Security Number or use the Claimant Search
Employer Account # Type an Employer Account Number or use the Employer
Search
Employer Name Type the first few digits / and check Contains
BYB Type (mm/dd/yyyy) or choose a date from the pop up calendar
Docket # Type the docket number
Batch # Type the batch number
Check # Type the check numberAmount between
(and)
Operators are required if a check amount has been entered.
Use the mathematical operators: = (equal), > (greater than),
< (less than) and between
Document Locator # Type the document locator #
Transaction ID # Type the transaction ID
Envelope DLN # Type the envelope DLN
7/31/2019 UI-Connect User Guide
42/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 42
Sub Searches
Sub Search allows the user to search for information about the Form, Claimant or
Employer. Selecting an item on the sub search results page will fill in the missing dataon the Image Search screen.
Form Look Up
If the user only knows a portion of the form title, the Form search can help provide the
information needed to fill the blank for Form ID on the Image Search screen.
Claimant Search
To search for a claimant, enter the SSN, or Last Name or Zip code then click Search
.
7/31/2019 UI-Connect User Guide
43/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 43
Underlined link
indicates the
column can be
sorted
Employer Search
To search for an employer, enter the DBA, or Employer Account number, or Employer
Name or Zip code, and then click Search .
Contains
The Contains checkbox may be used when the correct spelling is not known or only part
of the criteria is known. It is recommended that the user include 3 5 characters for the
search. Less characters will return many results and more characters will return fewer
results.
Search Results
Image search results will be sorted by the Date Received field
by default, with most recent on the top. A user may click on
column heading to sort. Selecting an image will open in a
separate window.
Users may navigate through the search results with the page icons on the right side, top
and bottom of the window.
Max Records
By default the system will display 200 results. If there are more than 200, the user will
receive a message Search Criteria exceeds Max Record field value. The user should
add more criteria to the search. For Image Search, the acceptable values for Max
Records are 1 500.
7/31/2019 UI-Connect User Guide
44/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 44
To navigate back to the Search Criteria, use the links at the top of the results window.
View an Image
The results listed in the Form ID:Description column are links to the actual image. If a
user clicks on the link the scanned image is displayed using the File Net viewer.
File Net Viewer
Users may float their mouse over an icon to see a description.
Show Annotation Toolbar Fit to window height
Print Fit to window Zoom Area Rotate clockwise
Zoom page (+) Rotate counter clockwise Un Zoom page Rotate 180 degrees
Show Magnifier Mirror
Zoom to 100% Flip
Fit to window width Invert On
Users will not have the functional capability to create annotations on images.
EXAMPLE:VIEW AN IMAGE FROM THE LINK
Situation: Use Tax Search to locate an image. View the image by using the File Net
viewer and practice the functions provided by the icons in the toolbar.
1. Click on Search Images from the left menu
2. Click on Tax Search
3. Choose Mail from the Source dropdown.
7/31/2019 UI-Connect User Guide
45/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 45
4. Click on the Search button
5. Click on a link of an image from the results list
6. View the image.
7. Practice using the icons in the File Net viewer
8. Click the red X in the upper right corner to close the image.
Edit Image Properties
Users may edit the properties of an image without making any changes to the scanned
image. The properties is information specific to this document. The information is
either captured by the scanning system or manually entered by indexing personnel. If
information listed in the properties is missing, users make add the property information.
Select an image by clicking the select box; next to the Form ID: Description title, then
select the Edit button. This will open the IMAGE PROPERTIES screen. Fieldsalready populated and fields displayed in gray may not be changed by a user. Image
properties may not be changed if the image is in an active workflow.
EXAMPLE:SEARCH TAX IMAGES,EDIT IMAGE PROPERTIES
Situation: Search for image(s) for Employer EAN 533616, add the employer name to
the image properties.
1. Click on Search Images from the left menu
2. Click on Tax Search3. Type the Employer Account # 533616
4. Click on the Search button
5. Select ; an Image
6. Click on the Edit button
7. Type the Employer Name USA Supermarket LLC
8. Click the Save button
9. Confirm the changes
7/31/2019 UI-Connect User Guide
46/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 46
View/Print as PDF
View/Print as PDF Users may select one or more images to view as an
Adobe PDF file. The images selected will open into one PDF file. Once opened, you
may view, save or print.
7/31/2019 UI-Connect User Guide
47/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 47
Adobe PDF Viewer
Below is an example of the icons the users may see in their PDF viewer. Others may
be visible in the toolbar but functionality will be limited. Users may float their mouse
over an icon for a description.
Save
Previous Page
Next Page
Go To Page
Decrease Magnification Increase Magnification
Zoom Percentage
Click to Fill Page
One Page at a time
EXAMPLE:SEARCH TAX IMAGES,VIEW/PRINT AS PDF
Situation: Search for image(s) and view the results as pdf.
1. Click on Search Images from the left menu2. Click on Tax Search
3. Type bath in the Employer Name field and select contains;
4. Click on the Search button
5. Choose ; to select one or multiple images
6. Click the View/Print as PDF button
7. From this window, users may:
Save
ZoomFAX
Fax Users will be able to select multiple images from the search results
screen. After selecting images using the check boxes, the images will be
combined into one PDF document, to be faxed with a single fax cover sheet.
7/31/2019 UI-Connect User Guide
48/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 48
This cover sheet will open for users to complete. Once the user clicks the
Confirm button, the fax will be sent through a centralized fax server.
EXAMPLE:SEARCH ALL CATEGORIES IMAGES,FAX
Situation: Search for image(s) to fax, select the image, create a cover page and fax.
1. Click Search Images from the left menu
2. Click All Categories Search
3. Type the Claimants SSN 111-11-11114. Click the Search button
5. Choose the images you want to fax by selecting ;
6. Click the Fax button
7. This will open the Fax Confirmation window to generate a cover sheet
8. Type a name in the To: field
9. Type the Fax # 225 555 7894
10. Type the Subject Per your request
11. Type Comments Contact the LWC office at 1-800-555-7777
12. Note the image(s) selected will be attached to this cover page information13. Click the Confirm button
14. Click Cancel to abort the fax and return to the previous page.
7/31/2019 UI-Connect User Guide
49/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 49
History
History Users may only select one imagefrom the results page to view a list
of dated Actions associated with the selected image. The fields will be Work Item #,
Status, Work Type and Description of the Related Work Items.
If there are no associated work items in history, the system will indicate document
does not have workflow history.
EXAMPLE:SEARCH BENEFITS IMAGES,VIEW HISTORY
Situation: Search for image(s) to review the history of the work for that image.
1. Click Search Images from the main menu
2. Click on Benefits Search
3. Type the Claimants SSN 111 11 1111
4. Select Search
5. Select ; an image
7/31/2019 UI-Connect User Guide
50/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 50
6. Select History
7. Results will include work items created from this image
8. Click Cancel to return to the previous page.
Launch Work Flow
Authorized users may open work items with the option Launch Workflow .
EXAMPLE:SEARCH TAX IMAGES BY DATE,LAUNCH WORK FLOW,ADD CONVERSATION
Situation: Search for all images using the Date Received criteria.
1. Main Menu, Click on Search Images
2. Click on Tax Search
3. Select dates received 04/01/2009 to 04/20/2009
4. Click on Search
5.
6. Select ; the LDOL LOTTOA/Good Standing for Lottery Appli
7. Click on Launch Workflow
8. Select Tax from the Work Type
9. Select the work item description Letter-Lottery Application New Employer
10. Click Process
11. The Image will be attached in Contents tab (attachments)
7/31/2019 UI-Connect User Guide
51/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 51
12. Click on the Home tab to complete the work item
13. Type your user ID in the Assign To field
14. Type the Work Details search and launch work flow example
15. Type the Comments search and launch work flow example
16. Type the Employer Account # 123456
17. Type the Name Too Much Fun To Work
18. Select the Action Submit19. Click Process
20. Return to My Inbox
21. Open from Tax Assigned status this work item
22. Select Conversations tab
23. Click on Add New Conversation
24. Type the Phone # 333-333-3333
25. Type the Party Name Ted Triple26. Select the Party Type Employer from the drop down list
27. Type the Conversation Title Request for information
28. Type a summary of the Conversation Ted will send documentation this week
29. Click Add
30. View, open and close the conversation link
7/31/2019 UI-Connect User Guide
52/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 52
Create Work Item
In this module, users will create a new work item and attach an image. Work items are
created to respond to a situation (issue). For example, if an employer does not include
the wages on documentation, the user will need to create a work item which tracks the
request for wages.
Work Item Types
There are five types of work items;
1. Ad Hoc
2. Appeals
3. Benefit
4. Tax
5. Templates (each template is listed separately in Work Type dropdown)
The values in the Select Work Description list are relevant to the work type chosen.
Functions:
Create a work item in each business area; Tax and Benefits
Create an Ad Hoc and Appeals work item
Create Work Item
Users can select a work item based upon each work type.
7/31/2019 UI-Connect User Guide
53/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 53
Create Benefits Work Item
EXAMPLE:CREATE BENEFITS WORK ITEM
Situation: We will create a Benefit Work Item to demonstrate the process andunderstand of the fields.
An example of when it may be necessary for a User to create a Benefit work item could
be: The Claimant states that he was fired. The employer, states that the employee
walked off the job. Find and attach all images related to this situation.
1. Create Work Item
2. Select Benefits from the Work Type drop down list
3. Choose Notice of Claim Filed from the Select Work Description drop
down list (can choose from the list or begin typing an N until the correctform is shown.
4. Process
Home Tab
Completing the Form:1. Status is New
2. Date Created will insert the current date, users are unable to edit
3. Type or Select the Date Due 04/30/2009 or Click directly on the
date/number
7/31/2019 UI-Connect User Guide
54/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 54
4.
5. Type Assigned To User ID or search with icon (select self)
6. Type the user Phone Number
7. Type the Work Details* (describe situation) claimant reports was fired,
employer records indicate walked off job
8. Type the Social Security Number (SSN) 111 33 1234
9. Type the Claimant Name Carson McCormick
10. Select the BYB.
11. Select the Claim Type UI from the drop down list
12. Select Issue #: Quit
13. Type the Employer Account # 143326
14. Type Name New Orleans Cold Storage
15. Type Comments* remembering that once a comment has been added, the
comment becomes part of history and you will be unable to edit. Comments
are part of the public record.
16. Change the Action to Submit and Process
Note there are 2 tabs Home and Contents.
7/31/2019 UI-Connect User Guide
55/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 55
EXAMPLE:EDITING BENEFITS WORK ITEM
Situation: This Work Item will appear in your Inbox, assigned status, with a unique
Work ID assigned. Open this work item and note changes as listed below.
Note: there are 4 tabs Home, Contents, Conversations and History
Work ID has been assigned
Status has changed to Assigned
Action ( we will explore each action in module working with work items )
New Comment* - this is a required field and must click Add button to
insert
Previous Comments records a time and user name stamp of previous
comments (unable to edit)
1. Select the Contents Tab
2. Click on Search and Add Image
3. Click on Extended Search
4. Click on Benefit Search
5. Type the SSN 111331234
7/31/2019 UI-Connect User Guide
56/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 56
6. Click on Search
7. Select the image Eligibility Review
8. Click on Attach
9. Click on Close
EXAMPLE:ADDING A CONVERSATION TO A WORK ITEM
Situation: The user phoned the employer to request documentation regarding
separation.
1. Select the Conversations Tab
2. Click Add New Conversation
3. Type the Phone # 504-944-4400
4. Type the Party Name Sylvester Jennings
5. Choose the Party Type Employer from the drop down list box
6. Type the Conversation Title Request for leaving documentation
7. Type the Conversation Text Spoke to assistant..
8. Click on Add
9. Choose the Action Save
10. Click on Process
EXAMPLE:VIEWING HISTORY OF A WORK ITEM
Situation: User will review work items in history
1. Choose the History Tab
2. Actions recorded will show the dates and users involved in processing this
work item
7/31/2019 UI-Connect User Guide
57/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 57
Create Tax Work Item
EXAMPLE: EMPLOYERS ANNUAL WAGE REPORT
Situation: Employer, Longs Bakery, has submitted incomplete information. Before the
data can be processed additional information is needed, a work item needs to be
created. Create a work item to collect more information regarding dates of employmentand income.
1. Main Menu, Click on Create Work Item
2. Select Tax from the Work Item Type drop down list
3. Select Work Description Employers Annual Wage Report from the drop down
list
4. Click on Process
5. Work ID is Automatically Generated
6. Status is New
7. Select the Action Submit from the drop down list
8. Date Created will automatically insert the current date
7/31/2019 UI-Connect User Guide
58/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 58
9. Type or Select the Date Due 05/15/2009 or select
10. Type or Select Assigned To your user ID or
11. Type your user Phone # number
12. Type the Work Details Incomplete information
13. Type the Employer Account # 65412314. Type the employer Name Longs Bakery
15. Type the Comments Request information
1. Select Contents Tab
2. Click on the Supporting Contents link Search and Add Images3. Click on Extended Search
4. Click on Tax Search
5. Type the Date Received 04/04/2009 to 05/15/2009
6. Click on Search
7. Select ; Images
8. Click on Attach
9. Change the Action to Submit and Process
Create Appeal Work Item
EXAMPLE:CREATE AN APPEALS WORK ITEM
Situation: Claimant has filed an appeal regarding the reason for termination. Create a
work item to get more information regarding situation.
7/31/2019 UI-Connect User Guide
59/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 59
1. Main Menu, Click on Create Work Item
2. Select Appeals from the Work Item Type drop down list
3. Select Work Description Appeals Correspondence from the drop down list
4. Click on Process
5. Work ID is Automatically Generated
6. Status is New
7. Select the Action Submit from the drop down list
8. Date Created will automatically insert the current date
9. Type or Select the Date Due 05/15/2009 or select10. Type or Select Assigned To your user ID or
11. Type your user Phone # number
12. Type the Work Details Reason for termination appeal
13. Type or select the BYB of 06/01/2008
14. Select Claim Type UI from the drop down list
15. Type SSN 111 44 1234
16. Type Claimant Name Olivia Hunter
17. Select Issue # 107 from the drop down list
18. Type the Employer Account # 654123
19. Type the employer Name Longs Bakery
20. Type the Comments Appeals work item for training
7/31/2019 UI-Connect User Guide
60/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 60
1. Select Contents Tab
2. Click on the Supporting Contents link Search and Add Images
3. Click on Extended Search
4. Click on Tax Search
5. Type the Date Received 04/04/2009 to 05/15/2009
6. Click on Search
7. Select ; Images
8. Click on Attach
9. Change the Action to Submit and Process
7/31/2019 UI-Connect User Guide
61/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 61
Create Ad Hoc Work Item
EXAMPLE:CREATE AN AD HOC WORK ITEM
Situation: Ad Hoc work items are simple to create. Users will create Ad Hoc work items
for existing work on their desk ready for processing. For this example, we will schedule
training with team leaders about new processes.
1. Main Menu, Click on Create Work Item
2. Select Ad Hoc from the Work Item Type drop down list
3. Select Work Description Ad Hoc from the drop down list
4. Click on Process
7/31/2019 UI-Connect User Guide
62/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 62
5. Work ID is Automatically Generated
6. Status is New
7. Select the Action Submit from the drop down list
8. Date Created will automatically insert the current date
9. Type or Select the Date Due 05/15/2009 or select
10. Type or Select Assigned To your user ID or
11. Type your user Phone # number
12. Type the Work Details select other from the drop down list
13. Type the Work Details schedule training with team lead about new process:
14. Skip SSN, Employer Account # and Employer Name for this example
15. Type the Comments Need before June 15
16. Change the Action to Submit and Process
7/31/2019 UI-Connect User Guide
63/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 63
PRACTICEACTIVITY: SUMMARYACTIVITY TO SYNTHESIZE MANY PROCESSES
Situation: The objective of this activity is for a user to practice working within the UI
Connect application while an instructor is available for questions. Work through the
following steps using generic language and images to test for understanding.
1. Search for an image within your business type
2. Create a work item using Launch Workflow
3. Choose the appropriate business type and the description that matches your
image.
4. Assign this work item to yourself using the action Submit and click Process
5. Choose a new work item from My Inbox
a. Record the Work ID __________________6. Add a conversation to this work item
7. Go to the Contents tab use Search and Add an Image
8. Reserve this work item for 2 weeks
9. Set a reminder to look for documentation in one week
10. Un reserve the work item
11. Change the reminder to add 3 days
12. Check the History, how many actions are listed? ________________
13. Save the work item
14. Complete and Process
15. Search Completed Work for this work item
16. View as a PDF
17. Close
7/31/2019 UI-Connect User Guide
64/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 64
Templates
Templates are special types of work items with unique workflows for approval and
completion. Each template presents a customized screen for entering the particular
information needed for processing. Templates are limited to certain users with specific
permissions or roles. Template work items will be grouped in tiles in the Inbox by work
type.
If you need access to create or approve a specific template, please contact your next
level supervisor to coordinate with LWC IT Operations.
Adjustment
This template is used when it is necessary to do the following
adjust the contributions, interest and/or penalty applied to an employers account
adjust the current total wages, excess wages and taxable wages
transfer quarterly wages and payment data
Collections Refund Authorization
A template used to process a refund to a claimant who has overpaid a benefit
overpayment account or penalty account or both.
Employer Refund
Employer Refund template is used to process a refund to an employer who has a creditdue on an account.
Employer Waiver
This template is used to process a request for waiver of penalty and/or interest charges
on an employer account and process the waiver when it results in the removal of
penalty and/or interest.
Investigation Recommendation
This is created when a BPC investigator has completed an Investigation Request. If the
claimant is found to be over or under paid, the case is forwarded to a BPC specialist toestablish the overpayment of a UI benefit claim and generate a notice of overpayment
to the claimant or submit a supplemental pay order request for an underpayment.
Investigation Request
An Investigation Request will be created to process an investigation when a
discrepancy occurs during the processing of LDOL-ES 75B-1or LDOL-ES 75B-2 (Fraud
7/31/2019 UI-Connect User Guide
65/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 65
/ UI Overpayment Audit (Crossmatch) or referrals of possible overpayment of UI
benefits are received from other sources.
Monetary Reconsideration
If the claimant requests a monetary reconsideration of the claim because of missing
wages in the base period, the Monetary Reconsideration template is used by auditorsand status to review and verify wages.
Supplemental Pay Order
Supplemental Pay Order template is used to create a request to process partial
payment of benefits for previous weeks paid.
7/31/2019 UI-Connect User Guide
66/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 66
Facilitation
Subject matter experts (SMEs) will be facilitating training sessions on features of UI
Connect. This module will discuss best practices for training technical content.
Functions:
List best practices to facilitate a technical training session
Transfer transactional processing understanding to workplace performance
Review participant materials (user guide, examples, practice activities, quick
reference guide, evaluation form)
Chunking of content (90/20/8 rule)
o Adults can listen with attention for about 90 minutes before needing a
break
o Adults can listen with retention for about 20 minutes unless the pace is
changed. Consider utilizing discussion groups, hands on activities and
other methods to increase retention
o Adults need to be involved in the content at least every 8 minutes
Facilitation Considerations:
Start on time
Allow for Breaks every 90 minutes
Set a timer for breaks and lunch
Establish training expectations. This class will focus on the UI Connectapplication, not the business rules, policies and procedures (parking lot)
Create a flip chart labeled Parking Lot to record questions and comments to be
addressed later
Create a flip chart with participants ground rules:
o Food & Drink allowed (or not) at the computer work stations
o Questions related to the application are welcome
o Stories about unique situations need to be tabled unless time permits
o Fragrance free zone
o Silence cell phones
o Look at neighbors screen but caution to see if they are correct
o Start, End and Break Times Please be on time
Request participants complete example activities along with instructor WATCH,
DO, ASK (follow on screen actions)
Resist the temptation to touch users keyboard or mouse. Coach them to return
to the location of the class
7/31/2019 UI-Connect User Guide
67/68
Louisiana Workforce Commission UI Connect User Guide
8/30/2009 Page 67
To manage difficult participants (ask lots of questions, late from break, etc), ask
to speak to the individual privately.
Walk around while facilitating activities. MOVE! Participants need your help and
energy.
Training Roles:
Person One (Facilitator) Lead Trainer will Guide through activities and walk
around
Person Two (Driver) Sit at the instructor PC and follow Person One so that
participants will be able to follow the process visually on the screen
Person Three (Tech support) walk around to help participants
Participants share the responsibility to learn, to utilize this application, to perform
job functions, and TEACH others
7/31/2019 UI-Connect User Guide
68/68
Louisiana Workforce Commission UI Connect User Guide
Index
Acronyms, 6
Actions, 26Attachments, 23Business Rules, 12Call Routing Request, 25Comments, 20Complete, 26Contents, 22Conversation, 56Conversations, 24Create Ad Hoc Work Item, 61Create Appeal Work Item, 58Create Benefits Work Item, 53Create Tax Work Item, 57Create Work Item, 52Date Due, 20Edit Results, 45Escalate, 27Facilitation, 66FAX, 47File Net Viewer, 44Filter, 14Forward to Other BU, 27History, 26, 49Home, 19Images, 37Inbox, 12Keyboard, 10Launch Work Flow, 50Linked Completed Work Items, 23
Lock, 15
Logoff, 10Logon, 9Mouse, 9Navigation, 9PDF, 36, 46Reassign, 27Related Work Items, 23Reminders, 13, 21Reserve, 19, 26Response To Escalation, 28Save, 26Search Active Work Results, 30Search Completed Work, 32Search Completed Work Results, 34Search Images, 38Search Results, 43Self assign, 27Self-assign Related Work Items, 24, 27Status, 12Supporting Images, 23Team Leader Actions, 27Templates, 64Types, 12UnAssign, 28UnReserve, 19, 27View All, 13Work Item Types, 52Workflow History, 34
Recommended