Third Party Agent (TPA)
Guide to CONNECT
External Guide
Table of Contents
Table of Contents 2
1. Introduction 4
1.1 Guide Instructions 4
1.2 CONNECT System Overview 5
What is a TPA? 5
What is CONNECT? 5
Where can I access CONNECT? 5
What are the benefits of CONNECT? 5
Who can use CONNECT? 6
2. Access the TPA Login page 7
2.1 Register for a TPA Account 7
2.2 Login to a TPA Account 11
3. Navigate the TPA Homepage 13
3.1 Navigate the TPA Homepage 13
3.2 View TPA Account Profile 14
3.3 Access TPA Inbox 14
3.4 Search for Employer Information 15
3.5 Search Employer Correspondence 16
3.7 Maintain a TPA Account 16
Update Mailing Address 16
Update Correspondence Preference 17
3.8 Maintain TPA Account Users 19
4. Manage Correspondence 20
4.1 View TPA Correspondence 20
View UCB-412 Notice of Claim Filed Correspondence 20
View Fact Finding Correspondence 21
View Eligibility Determination Correspondence 22
4.2 Search TPA action items 23
Respond to UCB-412/Notice of Claim Filed 24
Respond to Fact Finding 26
Protest Benefit Charges 29
5. Frequently Asked Questions 31
5.1 Common Questions 31
How do I obtain a copy of information that I entered into CONNECT? 31
CONNECT will not allow me to advance to the next screen – how do I fix this? 31
5.2 Other Questions 31
6. Glossary 32
7. Appendix 33
1. Introduction
This document is a reference for navigating the system functions a Third Party Administrator (TPA) uses in the CONNECT system to access information and correspondence related to Florida Department of Economic Opportunity (DEO) Reemployment Assistance Program (RAP).
1.1 Guide Instructions
This document provides a “how to” for a TPA who needs to navigate the CONNECT system.
Topics listed in the table of contents can be jumped to by pressing “Ctrl+Click” to follow the hyperlink to that topic.
Helpful hints, tips, and reminders are indicated with a pointed hand symbol and text box.
You will find step-by-step instructions, and this red circle icon: indicates the step number on the screenshot. These are to help you follow along in the guide as you complete the steps yourself on the CONNECT Web site. Please note that the steps are listed before the image.
Sometimes, links or special features of a screen are highlighted with a red rectangle to make it easier for you to find it on your screen as you follow along.
1.2 CONNECT System Overview
The purpose of the System Overview is to provide a high-level overview of the CONNECT system. It will cover applications and features of CONNECT, users of CONNECT, how to access CONNECT, and how CONNECT benefits claimants, employers, and TPAs.
What is a TPA?
A TPA is a third party entity who performs reemployment assistance benefit activities on behalf of an employer. You must register with DEO as a TPA. Once registered, an employer must then grant a TPA access to the specific functions for which the TPA is responsible. Employers can do this in CONNECT from the Employer Homepage.
What is CONNECT?
CONNECT is a claims management system that claimants use to apply for benefits. Claimants, employers and third parties access information about filed claims, and communicate with DEO Staff through CONNECT.
Where can I access CONNECT?
CONNECT is a Web based system, meaning that anyone with internet access and user credentials can access CONNECT. TPRs can access CONNECT by typing or copying the following link into a browser address bar: [insert hyperlink]. CONNECT can also be accessed from the DEO Web site [insert hyperlink].
Users must register for a user identification (ID) and password in order to enter CONNECT. The steps to register for an Employer account are covered in Section 2.1., ‘Register for a TPA Account.’
What are the benefits of CONNECT?
CONNECT provides easy, online access to all claim related information that Employers and other users can access anywhere, at any time. CONNECT makes it easier and faster to apply for benefits, resolve issues, and provide information. It provides better processes, systems, and service for claimants, employers, third parties, and DEO Staff, and a stronger connection between UC and Workforce for quicker reemployment. Using CONNECT means:
· Less paperwork
· Less filing
· Faster response time
Who can use CONNECT?
CONNECT is a central system that is accessed by six types of users: claimants, employers, DEO staff, TPRs, Third Party Administrators (TPAs) and Other State and Federal Agencies.
· Claimants – Claimants use CONNECT to apply for benefits, file an appeal, and view and send correspondence
· Employers – Employers use CONNECT to file appeals, and view and send correspondence
· DEO Staff – DEO Staff use CONNECT to evaluate information, authorize payments, adjudicate issues, and maintain data
· TPRs – TPRs use CONNECT to search and view information about claimants that have provided access to the TPR
· TPAs – TPAs perform reemployment assistance benefit activities on behalf of an employer, and the employers provide the TPA access to specific information
· Other State and Federal Agencies – Other state and federal agencies have contracts that outline the specific information that they can access in CONNECT
2. Access the TPA Login page
2.1 Register for a TPA Account
This section provides instructions on how to register for a new agent account in CONNECT. This section documents the steps necessary to perform the following:
· Identify required information to create new TPA account
· Register for a TPA Agent Account
· Obtain an TPA Agent ID and password
To register for a TPA Account, follow the steps below:
1. Type or copy the CONNECT URL into your browser address bar: [insert link].
2. Add the CONNECT link to your favorites by selecting the ‘Star’ icon
3. Select ‘Add to favorites…’
4. Type ‘CONNECT Login Page’ into the ‘Name’ field
5. Select ‘Add’
6. The link will take you to the ‘Select Login Type’ screen
7. Select ‘Agent’
8. On the TPA Login Page, select the ‘TPA Registration’ link from the left-hand menu or the ‘Helpful Resources’ section at the bottom of the screen
9. Review the TPA registration information
10. Enter address information
11. Enter phone number
12. Enter email address
13. Select correspondence type
14. Enter user information
15. Enter the Federal Employer Identification Number (FEIN)
16. Select ‘Next’
17. Confirm your address by selecting the radio button next to the appropriate possible match, or use the address you entered by selecting the radio button next to the address in the ‘User Entered Address’ section
18. Select ‘Next’
19. Review your TPA Registration information
20. Confirm your FEIN information
21. Select ‘Submit’
22. View your TPA ID
23. Activation is complete – select Login to view create your permanent password and manage your account information
2.2 Login to a TPA Account
This section describes the necessary actions to login to your TPA account, and documents the steps necessary to perform the following:
· Enter your User ID and Password
· Set your permanent password
· Resolve password issues
To login to your TPA account, please follow the steps below.
1. Enter your User ID and Password
Note: This was provided to you when you registered as a TPA
2. Select ‘Login’
3. If you cannot remember your password, select ‘Forgot Password’
4. Select the ‘password guidelines’ hyperlink for more information about creating a permanent password
5. Enter the required data fields in the ‘Reset Password’ section
a. Enter your new password
b. Enter your security questions and answers
c. Enter a 4-digit PIN Code
6. Select ‘Save’
3. Navigate the TPA Homepage
This section will provide information on logging into CONNECT and requesting or changing a password. We will cover the below topics:
· Features of the TPA Homepage
· View TPA Account Profile
· Access TPA Inbox
· Search for Employer Information
· Maintain a TPA Account
· Maintain TPA Account Users
3.1 Navigate the TPA Homepage
This section describes the features and functions of the TPA Homepage, documents the steps necessary to perform the following:
· Navigate the left-hand menu
· Log out of the TPA account
To navigate the TPA Homepage, please follow the steps below.
1. Select ‘View TPA Account Profile’ to view the TPA account profile
2. Select ‘TPA Inbox’ to view the TPA Inbox
3. Select ‘User Maintenance’ to update user access to your TPA account
4. Select ‘Employer Search’ to search and view employer information
5. Select ‘Correspondence Search’ to search and view DEO correspondence
3.2 View TPA Account Profile
To view the TPA Account Profile, follow the below steps:
1. Select ‘View TPA Account Profile’ from the TPA Homepage left-hand menu
2. View account profile information
3.3 Access TPA Inbox
To access the TPA Inbox, follow the below steps:
1. Select ‘TPA Inbox’ from the TPA Homepage left-hand menu
2. View the TPA Inbox data search fields
3.4 Search for Employer Information
To search for employer information, follow the below steps:
1. Select ‘Employer Search’ from the left-hand menu on the TPA Homepage
2. Enter the Employer data fields
a. Enter Name into the first data field
b. Enter the Employer Account Number (EAN) into the second data field
c. Enter the Employer FEIN (Federal Employer Identification Number) into the third data field
d. Select the appropriate role from the ‘Role’ drop-down menu
3. Select ‘Search’
3.5 Search Employer Correspondence
To search correspondence in your Employer Inbox, please follow the below steps:
1. Select ‘Employer Inbox’ from the left-hand menu on the Employer Homepage
2. Enter known data fields
a. Document ID
b. Date
c. Claimant Social Security Number
d. Claimant First or Last Name
3. Select correspondence subject
4. Select ‘Search’
5. All relevant correspondence will populate in the ‘Search Results’ section
3.7 Maintain a TPA Account
To maintain a TPA Account, follow the below steps:
1. Select ‘Maintain TPA Address’ from the TPA Homepage left-hand menu
2. View address information
Update Mailing Address
1. Select ‘Update Mailing Address’ to update mailing address
2. Enter address information into the data fields
3. Select ‘Next’
Update Correspondence Preference
4. Select ‘Update Correspondence Preference’
5. Select the radio button next to your preferred correspondence type
a. Select ‘US Mail’ if you prefer to receive DEO correspondence in the mail
b. Select ‘Electronic’ if you prefer to receive DEO correspondence via email
6. If you select ‘Electronic,’ enter your email address
7. Select ‘Next’
8. View the Address History information
3.8 Maintain TPA Account Users
To maintain the access of users assigned to your TPA Account, follow the below steps:
1. Select ‘User Maintenance’ from the left-hand menu
2. Select the ‘Third Party Administrator Roles’ link
3. Search for users by entering information into the data fields
a. Enter User ID
b. Enter Last Name
c. Enter First Name
d. Select roles from the drop-down menu
4. Select ‘Search’
5. If you need to add a new user, select ‘New’
4. Manage Correspondence
This section describes the necessary actions to access employment and wage detail reports, and documents the steps necessary to perform the following:
· Search TPA action items
· Access appeals information
4.1 View TPA Correspondence
To view all TPA correspondence, follow the below steps:
1. Select ‘TPA Inbox’ from the left-hand menu on the TPA Homepage
2. Leave all data fields blank
3. Select ‘Search’
4. View all correspondence in ‘Search Results’
View UCB-412 Notice of Claim Filed Correspondence
1. To view UCB-412 Notice of Claim Filed Correspondence, leave all data fields blank
2. Select ‘Notice of Claim Filed – UCB-412’ from the ‘Subject’ drop-down
3. Select ‘Search’
View Fact Finding Correspondence
1. To view fact-finding correspondence, select ‘Fact Finding’ from the ‘Subject’ drop-down menu
2. Select ‘Search’
3. All fact-finding correspondence will populate in the ‘Search Results’ section
View Eligibility Determination Correspondence
1. From the TPA Inbox, select ‘Determinations’ from the subject drop-down menu
2. Select the checkbox next to ‘Show Adverse Only’
3. View adverse determinations in the ‘Search Results’ section
4. Select the ‘Item’ hyperlink next to the adverse determination that you would like to appeal to pull up the determination detail screen
5. On appeal detail screen, select ‘View Determination’ to see the PDF of the Determination letter
6. View available appeals options by selecting the arrow on the ‘Select One’ menu in the Available Appeals Actions section
4.2 Search TPA action items
To search TPA action items, follow the below steps:
1. Select ‘TPA Inbox’ from the left-hand menu on the TPA Homepage
2. Leave all data fields blank
3. Select ‘Search’
4. View all correspondence in ‘Search Results’
Respond to UCB-412/Notice of Claim Filed
To respond to a UCB-412/Notice of Claim filed, please follow the below steps:
1. Enter the EAN/Employer Legal Name
2. Select the UCB-412/Notice of Claim filed from the drop-down menu
3. Select ‘Search’ to view all UCB-412/Notice of Claim Filed
4. Select the ‘Item’ hyperlink from the Search Results section
5. Review the pre-populated information on the next screen
6. Respond to the questions in the ‘Response’ section
a. Select ‘Yes’ or ‘No’ to indicate if claimant worked for you
b. Enter period of employment
c. Enter earnings
d. Enter reason for separation
e. Enter any post-employment payments
7. Enter Employment in Educational Services information
8. Enter work refusal information
9. Enter remarks about the notice of claim filed
10. Upload any relevant attachments
11. Enter contact information
12. Select ‘Submit’
Respond to Fact Finding
1. Select ‘Fact Finding’ from the drop-down menu
2. Select ‘Search’
3. Select the ‘Item’ hyperlink to open the fact-finding questionnaire
4. Read through information