Contact Center Special Cases Training

1. The benefits duration for the state-mandated STD coverage for vaginal delivery is:

2 weeks

4 weeks

6 weeks

8 weeks

NY DBL offers up to 6 weeks of STD coverage for eligible employees who deliver vaginally.

Explanation

NY DBL offers up to 6 weeks of STD coverage for eligible employees who deliver vaginally.

2. What type of state-mandated claim does this employee have?

HI TDI

NJ TDB

NY DBL

This employee is eligible for New York state DBL because she works in NY.

Explanation

This employee is eligible for New York state DBL because she works in NY.

3. Since the employee lives and works in New York, what other protections could be available to her if she is eligible?

TDI

PFL

Workers Comp

TDB

The New York Paid Family Leave protection is available to this EE if she is eligible.

Explanation

The New York Paid Family Leave protection is available to this EE if she is eligible.

4. This customer has the Ante partum provision.

True

False

The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for ante-partum paid leave.

Explanation

The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for ante-partum paid leave.

5. The Ante partum coverage is paid.

True

False

The Viacom Maternity Cheat Sheet affirms that the ante-partum coverage is paid.

Explanation

The Viacom Maternity Cheat Sheet affirms that the ante-partum coverage is paid.

6. This EE has a claim for state-mandated STD coverage.

True

False

NaviLink search results show both a Group STD and a State-mandated STD claim.

Explanation

NaviLink search results show both a Group STD and a State-mandated STD claim.

7. Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?

Concurrently

Sequentially

The state-mandated disability runs concurrently with Group STD coverage.

Explanation

The state-mandated disability runs concurrently with Group STD coverage.

8. The EE is required to use her PTO during the PFL time once her FML exhausts.

True

False

This EE has the option to be paid 100% using vacation time only or can receive partial payment using PFL only. This information can be found in the MSK Maternity Cheat Sheet.

Explanation

This EE has the option to be paid 100% using vacation time only or can receive partial payment using PFL only. This information can be found in the MSK Maternity Cheat Sheet.

9. This employee works in NY so may be eligible for NY PFL.

True

False

The EE lives and works in New York so may be elig for PFL benefits.

Explanation

The EE lives and works in New York so may be elig for PFL benefits.

10. You should offer to send the LOA tool in SHT when an EE calls in with questions related to leave types and durations as a visual aid to help.

True

False

You should be offering and sending it when applicable to the call.

Explanation

You should be offering and sending it when applicable to the call.

11. The ER is advised of the EE's leave status.

True

False

Folder Contents for the FMLA Leave shows an Employer-Outgoing email containing New Leave Status was sent on 04/03/19.

Explanation

Folder Contents for the FMLA Leave shows an Employer-Outgoing email containing New Leave Status was sent on 04/03/19.

12. In general, NY Paid Family Leave can be taken from the date that the mother gives birth if she chooses to do so.

True

False

The EE can chose to use PFL from when the baby is born or after the DBL ends. .

Explanation

The EE can chose to use PFL from when the baby is born or after the DBL ends. .

13. The EE can take two weeks off prior to her date of delivery without a doctor note.

True

False

The Ante-Partum period is medically manager would would require medical support.

Explanation

The Ante-Partum period is medically manager would would require medical support.

14. This ER pays their EEs that are the birth parent 100% 6 weeks for STD and then 100% for 6 weeks under the parental leave.

True

False

The paid parental of 100% begins as of the babies date of birth for the birth parent.

Explanation

The paid parental of 100% begins as of the babies date of birth for the birth parent.

15. You are required to access the SHT, Policy Provisions in NL/CME, the claim/leave (if applicable) and AIT before discussing any benefits with the caller.

True

False

It is extremely important that you are using all of your resources. Reach out to a mentor if needed.

Explanation

It is extremely important that you are using all of your resources. Reach out to a mentor if needed.

16. The benefits duration for C-section delivery on the Group STD coverage is how many weeks?

2

4

6

8

NaviLink Plan Info shows us that an eligible employee may take 8 weeks for delivering a baby via C-Section.

Explanation

NaviLink Plan Info shows us that an eligible employee may take 8 weeks for delivering a baby via C-Section.

17. The non maternity parental leave can be taken on an intermittent basis.

True

False

The parental leave is only a full leave and cannot be taken intermittently.

Explanation

The parental leave is only a full leave and cannot be taken intermittently.

18. If this EE has the ante partum provision, what is its duration in weeks?

1

2

4

6

The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for two weeks ante-partum paid leave.

Explanation

The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for two weeks ante-partum paid leave.

19. This EE's claims/leave are pending LDW/MAT info.

True

False

The LDW and DOD was recent confirmed on 8/16/19

Explanation

The LDW and DOD was recent confirmed on 8/16/19

20. Unum has received the DOD/LDW info.

True

False

Folder Contents reflects this as of 06/12/19.

Explanation

Folder Contents reflects this as of 06/12/19.

21. Who pays the Group STD benefit: Unum or the Employer?

Unum

ER

The Group STD is ATP, which means the employer pays the STD benefits.

Explanation

The Group STD is ATP, which means the employer pays the STD benefits.

22. If the ante partum coverage is paid who pays: The ER or Unum?

ER

Unum

Because the Group coverage is ATP, the Employer pays the ante-partum leave.

Explanation

Because the Group coverage is ATP, the Employer pays the ante-partum leave.

23. The benefits duration for vaginal delivery on the Group STD coverage is how many weeks?

2

4

6

8

NaviLink Plan Info shows us that an eligible employee may take 6 for delivering a baby vaginally.

Explanation

NaviLink Plan Info shows us that an eligible employee may take 6 for delivering a baby vaginally.

24. The caregiver leave can be taken for a mother-in-law.

True

False

AIT reflects that it can be taken for Spouse, Parent, Child, Grandparent, Grandchild, Domestic Partner, Parent-in-law, Siblings

Explanation

AIT reflects that it can be taken for Spouse, Parent, Child, Grandparent, Grandchild, Domestic Partner, Parent-in-law, Siblings

25. If an EE has a continuous leave in 2018 for NY PFL that turns over into 2019. Their benefit and duration will increase as of 1/1/19.

True

False

It will be based of the 1st absence date for the leave so it will remain as the 2018 benefit. An employee will need to file a new unrelated leave or leave after 3 full months to qualify for the 2019 benefit.

Explanation

It will be based of the 1st absence date for the leave so it will remain as the 2018 benefit. An employee will need to file a new unrelated leave or leave after 3 full months to qualify for the 2019 benefit.

Contact Center Special Cases Training

1. The benefits duration for the state-mandated STD coverage for vaginal delivery is:

2.

What first name or nickname would you like us to use?

2. What type of state-mandated claim does this employee have?

3. Since the employee lives and works in New York, what other protections could be available to her if she is eligible?

4. This customer has the Ante partum provision.

5. The Ante partum coverage is paid.

6. This EE has a claim for state-mandated STD coverage.

7. Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?

8. The EE is required to use her PTO during the PFL time once her FML exhausts.

9. This employee works in NY so may be eligible for NY PFL.

10. You should offer to send the LOA tool in SHT when an EE calls in with questions related to leave types and durations as a visual aid to help.

11. The ER is advised of the EE's leave status.

12. In general, NY Paid Family Leave can be taken from the date that the mother gives birth if she chooses to do so.

13. The EE can take two weeks off prior to her date of delivery without a doctor note.

14. This ER pays their EEs that are the birth parent 100% 6 weeks for STD and then 100% for 6 weeks under the parental leave.

15. You are required to access the SHT, Policy Provisions in NL/CME, the claim/leave (if applicable) and AIT before discussing any benefits with the caller.

16. The benefits duration for C-section delivery on the Group STD coverage is how many weeks?

17. The non maternity parental leave can be taken on an intermittent basis.

18. If this EE has the ante partum provision, what is its duration in weeks?

19. This EE's claims/leave are pending LDW/MAT info.

20. Unum has received the DOD/LDW info.

21. Who pays the Group STD benefit: Unum or the Employer?

22. If the ante partum coverage is paid who pays: The ER or Unum?

23. The benefits duration for vaginal delivery on the Group STD coverage is how many weeks?

24. The caregiver leave can be taken for a mother-in-law.

25. If an EE has a continuous leave in 2018 for NY PFL that turns over into 2019. Their benefit and duration will increase as of 1/1/19.