2. Why is the CONNECT website asking people for their work search information if the Governor has waived that requirement? What should people do who are being prompted with this question?

DEO Response on 4/14/2020: "Individuals are still required to log onto the CONNECT system every 2 weeks to complete their request for benefits. The work search requirement is waived for individuals requesting benefits for the weeks of March 15, 2020 to May 2, 2020. However, you must fulfill the work search requirements for any weeks prior to March 15, 2020. When completing the request, you will be asked questions about your ability and availability to look for work and any work and earnings you have had 2 weeks prior to your application date or continued claim date. if you did not search for work due to the waiver in Emergency Order No. DEO 20-11, you may put “not applicable” or “not able to search for work.” Then, proceed through to the next step in the request process. You may be asked additional questions that need to be answered to proceed to the next step in the request process. If you answered that you did not search for work, you will not be asked to complete a work search log. If you did search for work, you may be asked to complete a work search log.

3. What makes someone ineligible for unemployment benefits? CARES Act money?

DEO Response on 4/14/2020: "Please apply for Reemployment Assistance Benefits at FloridaJobs.org/COVID-19. When your application has been processed, we will notify you of your eligibility by providing a written determination electronically and/or by mail to explain your eligibility status. If you are eligible on all issues, you will receive payment for any weeks that you requested during the bi-weekly process. If you are not eligible, the written determination will explain the reason we denied your claim and will explain your appeal rights. If you disagree with a determination that denies benefits, you may request an appeal hearing. When reviewing your claim, we will look to answer several questions that will impact your eligibility.

Here are some examples:

• Ability and Availability Issues: In addition to reviewing why you lost your employment, we will look at whether you are able to work in another job. If you are not available to accept a job if one is offered, you will not qualify for benefits.
• Discharge: If you were fired from your job, we will look at the reasons why. Your employer must show that it had just cause to let you go, such as misconduct on the job or that you didn’t Reemployment Assistance Frequently Asked Questions 2 try to do your duties successfully even though the employer tried to help you.
• Voluntary Quit: If you voluntarily quit your job, you must show that the circumstances at work were so bad that you had no choice but to leave, even though you did everything you could to get your employer to solve the problem.
• There are other factors that may impact your eligibility that we will ask you about.

The most important thing for you to do is to answer all questions as accurately as possible. Always know that you can ask us questions at any time during the process by calling 1-800-204-2418."

4. What do people do if their claim is stuck in “pending?” What does this mean”?

DEO Response on 4/14/2020: "The pending status means a determination on an initial claim has not been made. With the added help from state agencies, specifically the extra help from Department of Revenue, more claimants should be able to see pending status removed and eligibility determinations made."

5. What happens if someone sends in a paper application while they have a partially finished online application? (Many people cannot finish their online application.)

DEO Response on4/14/2020: "After your Reemployment Assistance application has been processed, a DEO representative will notify you of your eligibility by providing a written determination electronically and/or by mail to explain your eligibility status."

6. For people with approved unemployment benefits claims, how do they find out how long it will take for them to get their direct deposit?

DEO Response on 4/14/2020: "After your Reemployment Assistance application has been processed, a DEO representative will notify you of your eligibility by providing a written determination electronically and/or by mail to explain your eligibility status."

7. How should people apply for benefits every 2 weeks when the systems are giving them trouble? (This question for all 3 application methods) (WPBF now asking state new question about this since this requirement has been waived).

DEO Response on 4/14/2020: "Please login to the CONNECT system regularly to check for any updates to your account, respond to any requests for additional information and claim your benefits every other week (bi-weekly). If you have questions or need assistance, contact DEO at 1-800-204-2418."

8. How do people know if the mail-in application has been received/is under review?

DEO Response on 4/14/2020: "After your Reemployment Assistance application has been processed, a DEO representative will notify you of your eligibility by providing a written determination electronically and/or by mail to explain your eligibility status."

9. If someone files a paper claim, how do they find out whether or not they’ve been accepted?

DEO Response on 4/8/2020: "After your Reemployment Assistance application has been processed, a DEO representative will notify you of your eligibility by providing a written determination electronically and/or by mail to explain your eligibility status.

• If you are eligible, you will receive payment for any weeks that you requested during the bi-weekly process.
• If you are not eligible, the written determination will explain the reason we denied your claim and will explain your appeal rights. If you disagree with a determination that denies benefits, you may request an appeal hearing.

* Be sure to check your CONNECT account for any updates. This includes your benefit payments and important notices regarding your account."

10. How can people reset their pin number?

DEO Response on 4/8/2020: "There are two options to have your pin reset.

• After entering your Social Security number on the CONNECT login page, select the “Forgot PIN” option to reset your PIN after verifying your information.

You can submit documents verifying your identity to the department. Please provide a signed copy of your Social Security card and a copy of your valid driver’s license or state ID. These can be sent by fax or email to, Fax: 321-332-6608 or E-mail: IdentityRequest@deo.myflorida.com"

11. Now that the bi-weekly re-certification requirement has been waived, how should applicants approach this step on the CONNECT website? PEGA website? Mail-in application?

From New DEO Resources Guide linked at the top of this page: "Your benefits will not be impacted. In order to better to serve you, Governor DeSantis suspended the bi-weekly reporting requirement. This means you do not have to log into CONNECT every two weeks to claim your weeks of reemployment assistance.

"Q: I haven’t been able to claim my weeks because I can’t log-on to CONNECT. Will I lose my

benefits for that week?

A: No. If you were unable to claim your weeks because you could not log-on to CONNECT, you will not lose your benefits for that week. In order to better to serve you, Governor DeSantis suspended the bi-weekly reporting requirement. This means you do not have to log into CONNECT every two weeks to claim your weeks of reemployment assistance."

11. How do people who submitted a mail-in application give you their direct deposit information? Is there a way they can use direct deposit to get their money?

DEO Response on 4/23/2020: "Someone from the department will call them once their application is being processed for any follow up information."

12. What does pending mean?

From New DEO Resources Guide linked at the top of this page: "Pending means that a determination has not been made on your claim."

13. What does active mean?

From New DEO Resources Guide linked at the top of this page: "Active is referring to your claim status and that your benefit year has been established. Pending means a determination has not been made."

13. What does "under review" mean?

From New DEO Resources Guide linked at the top of this page: "Under review means the claim is being authenticated or your identity is being confirmed."

14. Will eligible recipients be paid from the day they lost their jobs or just when their application goes through and is approved? (State unemployment money and CARES Act money)

DEO confirmed to WPBF 25 News on March 9 that eligible recipients who lost their jobs since March 9 will receive retroactive benefits.

15. When people are contacted by the DEO over the phone, how do they know it is legitimately the DEO?

DEO response on 4/23/2020: "A DEO representative will identify themselves as a representative from the Florida Reemployment Assistance Program and will tell the individual that they’re calling about the individual’s most recent Reemployment Assistance claim. A representative from DEO would never ask a claimant for their PIN number, debit card number or direct deposit information."

16. How does someone verify their identity?

If it is necessary, you can submit documents verifying your identity to the department. Please provide a signed copy of your Social Security card and a copy of your valid driver’s license or state ID. These can be sent by fax or email to, Fax: 321-332-6608 or E-mail: IdentityRequest@deo.myflorida.com

Pending questions that have been asked to DEO via email:

1. The one-week waiting requirement has been waived by the governor. It says on the FAQ sheet that the first two weeks need to be claimed in order for someone to receive their money for the first week. When do they receive that money? Don’t people not have to claim weeks any more? When do they receive this money?
2. Is there an updated system in place for independent workers, 1099 employees, gig workers and people who are self employed to qualify for Florida state benefits?
3. What is the best way for employers to confirm an employee was laid off due to COVID-19? Most people can't get through to speak with a representative over the phone.
4. Will eligible recipients be paid from the day they lost their jobs or just when their application goes through and is approved? (For both state unemployment money and CARES Act money)
5. What new steps are you taking as of 4/23/2020 to improve the website(s) and phone lines?
6. What do you feel is a reasonable amount of time someone should have to be in the “pending” status? The Governor said it normally takes “2-3” weeks for someone to receive money after filing a claim but some people haven’t received payments after filing more than four weeks ago.
7. What is your message to people who are unable to connect with a representative over the phone, but have been trying for the last several days/weeks?
8. What do people do to progress in the process if the website(s) aren't working and the phone lines are too busy to get through?
9. How long will take for approved applicants to get their unemployment benefits? CARES Act money? What about people in “pending,” “active,” “adjudicated?”
10. If someone misses their re-certification due date due to website errors, will they still be penalized for missing the date?
11. If someone has exhausted a previous claim, can they still file for COVID-19 and CARES ACT funds? What should that person do if they are locked out of the online system?

13. Why does the new website ask so few questions? Why does it say “nothing but space” for claim numbers pages once someone has submitted their claim on the new website, in some cases?
14. For people with approved unemployment benefits claims, how do they find out how long it will take for them to get their direct deposit?
15. If someone has a previous claim, can they still file a new claim due to COVID-19?
16. Is there a way for people to expedite the mail-in application process?
17. For people who submit paper applications, how will they get paid? There is no direct deposit information on that application.