Unemployment Insurance, RI Dept. of Labor and Training
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Frequent Questions





Frequently Asked Questions
about Teleserve or Certifying Online En Espanol

Click on each question to show the answer.

1. What is Teleserve?
The automated Teleserve system—available by telephone and online—allows you to certify that you were able, available and actively seeking work for the previous week. This certification is required each week that you request Unemployment Insurance benefits. The first time you use Teleserve, you must complete the following:
  • Set up a four-digit Personal Identification Number (PIN). For security reasons, you should not share your PIN with others
  • Review your benefit rights
  • Establish a seven-day waiting period credit
Please note that Teleserve cannot be used to file or refile/reopen an Unemployment Insurance claim.
2. When should I start using Teleserve?
You must use Teleserve each week you are requesting benefits beginning with the week indicated on your Teleserve Payment Instructions.
3. What if I do not use Teleserve one week? What if I forget?
If you miss a week of certifying through Teleserve, you must file/re-file a claim please click here to do so.
4. What information do I need in order to use Teleserve?
To use Teleserve, you will need the following information:
  • Your Social Security Number.
  • Your two-digit Benefit Year Ending code (BYE), indicated at the top right-hand corner of your Teleserve Instructions.
  • Your four-digit Personal Identification Number (PIN).
  • Any gross wages (wages before taxes) earned during the previous week and any commission or bonus pay received during the previous week.
5. How do I report any earnings I made working part-time?
If you are working full time, you cannot collect unemployment insurance benefits. If you are working part time, and your gross wages (wages before taxes) do not exceed your weekly benefit rate, you may still collect partial Unemployment Insurance benefits.
  • When you use Teleserve, you must report the gross wages you earned Sunday through Saturday of the prior week. Total gross wages include, but are not limited to, commission, bonus, stipends, vacation, tips, and overtime pay.
  • You do not need a paystub to report your gross wages. To determine the gross wages you earned for the prior week, take your hourly rate and multiply it by the number of hours you worked. If you received commission or bonus pay during the previous week, add this to your calculation.
6. Why would Teleserve require me to “update my status?”
The status of a claimant earning zero wages during a week is considered “totally unemployed.” The status of a claimant earning part-time wages during a week is considered “part-time unemployed.”
  • Changing your status from “totally unemployed” to “part-time unemployed” does not affect your usage of Teleserve.
  • If your status changes from part-time unemployed to totally unemployed and does not change back to part-time unemployed within three weeks, you will be prompted during your next Teleserve certification either to re-file your claim online or to contact the Call Center to re-file with a staff member.
7. Do I need to notify the department if my address changes?
Yes. Prior to your next use of Teleserve, you must provide your new address either online at www.dlt.ri.gov/ui/ChangeAdd1099.htm or by contacting the Call Center at (401) 243-9100.
8. What do I do if I have forgotten my Personal Identification Number (PIN) or wish to change my PIN?
You may establish or change your PIN online. To learn how, visit www.dlt.ri.gov/ui/setupPIN.htm. If you contact the Call Center to change your PIN, a staff member will delete your existing PIN. However, for security reasons, staff cannot establish a new PIN for you. You must call Teleserve during Teleserve operating hours to choose a new PIN that only you know.
9. Why would the Teleserve automated payment system advise me to contact the Call Center?
Teleserve will ask a series of questions to determine your eligibility for the prior week, if there is an issue, you will need to contact the Call Center (please see hours of operation below).
10. Would there be a week when I do not need to use Teleserve?
You do not need to contact Teleserve if you have returned to work full-time. Instead, you are required to complete and mail the “Return to Work Form” sent to you when you first filed your claim. This form may also be found online at www.dlt.ri.gov/ui/return2Wrk.htm.

You do not need to contact Teleserve if you are not requesting benefits for the prior week. NOTE: Those collecting WorkShare (WS), Trade Readjustment Allowance (TRA), or Alternative Trade Adjustment Assistance (ATAA) do not need to contact Teleserve.
11. What questions does Teleserve use to determine eligibility?
The questions below are always asked in regards to Sunday through Saturday of the prior week.
  • Were you able and available for full-time work last week?
  • Did you look for full-time work last week?
  • Did you return to full-time work last week?
  • Did you refuse any work offered to you last week?
  • Did you work part-time, or earn or receive any vacation pay, bonus pay, or wages, for last week?
    • If yes, did you work less than full time?
    • If, yes, please enter your total gross earnings before tax deductions for last week, including overtime, bonus, tips and commission.  Enter the dollar and cents amount. If using Teleserve phone please remember to enter the pound (#) sign after you enter the amount.
  • Did you apply for or receive a private pension for last week?
  • Did you apply for or receive any Workers’ Compensation, TDI, sick pay or disability pay for last week?
12. How long will it be before I receive a payment?
Payment is transferred to your direct deposit account or Electronic Payment Card (EPC) within 48 business hours after you request a payment. Should a bank holiday occur during a week, your payment may take up to 72 business hours to appear in your bank account or on your EPC card.

CONTACT INFORMATION

Teleserve

  • Online: https://teleserve.dlt.ri.gov:
    • Anytime Sunday through Friday
  • Phone: (401) 243-9100
    • Anytime Sunday
    • Monday through Friday from 3:00pm-5:00pm & 7:00pm to 5:30am

If you receive an automated reply that we are unable to access our records due to system processing, try again later. 

Call Center

If advised to contact the Unemployment Insurance Service Center, please do so during regular business hours:

  • Phone (401) 243-9100
    Monday, Tuesday and Thursday, 8 AM - 3 PM
    Fridays, 9 AM - 3 PM

  • Out of State Customers Toll Free 1-866-557-0001

The Unemployment Insurance Service Center is closed on Wednesdays.

DISCLAIMER: FAQ's are presented for informational purposes only. They do not carry the full force and effect of the law.

Teleserve main page | Frequently Asked Questions main page
   





 
RI Department of Labor and Training
Center General Complex
1511 Pontiac Avenue, Cranston, RI 02920


Phone: (401) 462-8000
Fax (401) 462-8666
TTY via RI Relay: 711
7/11/16 MDF
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  DLT is an equal opportunity employer/program - auxiliary aids and services available upon request