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Frequent Questions





Frequently Asked Questions
about Teleserve or Certifying Online

The top Teleserve questions is:
I forgot to contact Teleserve this week. How can I receive my weekly benefits?

In order to collet weekly benefits, claimants are required to certify each week that they have been able, available for and actively seeking work, either by calling Teleserve during designated hours, or by certifying online. If you did not certify for payment for last week, you must re-file your claim. You may re-file online by clicking here or by calling the call center at 243-9100. For faster service the department recommends re-filing online. You cannot use teleserve to re-file your claim.

Click on each question to show the answer.

1. What is Teleserve? Is there another way to certify for payment?
The Teleserve Automated Payment System allows you to request your weekly unemployment insurance benefit payments using a touch-tone telephone. Or you can certify for payment using our new Internet application which can be accessed at https://teleserve.dlt.ri.gov once you've created a Personal Identification Number (PIN) using the Teleserve phone system. These payment services are used by anyone receiving unemployment benefits and claiming benefits for the prior week.
2. Who should use this service?
Anyone receiving unemployment benefits and claiming benefits for the prior week. To use this service you MUST:
- Use a touch-tone telephone
- Select a 4 digit Personal Identification Number, called a PIN.
- New TeleServe Hours of Operation:
  • Anytime Sunday through Friday
  • Phone: (401) 243-9600
  • Monday through Friday from 3:00p.m. to 5:00p.m. and 7:00 p.m. to 5:30 a.m. and
  • Anytime Sunday
- Meet all other eligibility requirements.
3. How does it work?
The first time you call Teleserve, you need to establish a 4 digit Personal Identification Number (PIN). Establishing a PIN can be done over the telephone or via the Internet application. Before you call, choose four numbers between 0 and 9 that you will remember. This number is important, as it will be used each time you call Teleserve or use the online system. Your PIN is good for the duration of this claim only. Each time you file a new claim you will be required to establish a new PIN. When you call or log on each week, you will enter your:
  • Social Security number
  • 2-digit Benefit Year Ending Code (BYE) of your claim
  • 4-digit PIN

You will be asked if you are claiming benefits for the prior week. You can use Teleserve to claim benefits for the prior week or you can go online to https://teleserve.dlt.ri.gov. You will then be asked to answer several eligibility questions. If you've called into Teleserve, you must wait until the end of each question to answer yes or no.   Press 1 for a YES answer and 2 for a NO answer. A complete listing of the questions is located below in question 6.

When requesting payment by phone, if any eligibility issues are raised by your answers, Teleserve will verify your answer once. If there is still an eligibility issue you may be switched to a claims representative, or asked to contact the call center during business hours.  If advised to contact the UISC, please do so during regular business hours. If you answer a question incorrectly over the internet, you will receive an error message and will have to start over.

Representatives are available on Monday, Tuesday, and Thursday from 8:00 a.m. to 3:00 p.m., Fridays from 9:00 a.m. to 3:00 p.m. The Unemployment Insurance Service Center is closed on Wednesdays. The UISC telephone number is (401) 243-9100 or, if you are an out-of-state resident, toll free at 1-866-557-0001.

SAFEGUARDING YOUR PIN: Your PIN has the same legal authority that your signature has on a paper document. DO NOT give your PIN to anyone. If you believe someone knows your PIN, or if you forget your PIN, notify the UISC immediately at 401-243-9100. A DLT customer service representative will void your PIN to allow you to establish a new PIN by phone. DLT personnel are only authorized to void your PIN; they cannot view or access your PIN.

4. Can I always claim benefits by phone or over the web?
No, you need to mail your payment form if; you have returned to full time work; you are collecting benefits from a special program, such as Workshare, TRA, or ATAA; or you need to claim benefits for any week other than the prior week.
5. What if Teleserve or the internet application tells me to contact the call center?
The call center is open from 8:00 a.m. to 4:00 p.m. Monday through Thursday and 9:00 a.m. to 3:00 p.m. on Friday. The call center number is (401) 243-9100.
6. What are the weekly questions to certify for payment?
After verification of personal information is completed, you will be asked the following payment questions. The questions relate to the prior week, from the previous Sunday through Saturday. If you've called Teleserve, you must wait until the end of each question to answer yes or no. Press 1 for a YES answer and 2 for a NO answer. The exact same questions are asked on the internet system.

- Are you claiming benefits for the week ending _________? (Prior week will be cited.)
- 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, 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 the prior week, including overtime, bonus, tips and commissions. Enter the dollar and cents amount followed by the pound sign (#). If you received an even dollar amount, use zeroes for the cents followed by the pound sign (#). You do not have to have your paystub to call for payment. You can calculate your gross earnings by multiplying your hourly rate by the number of hours you worked for that calendar week. For unemployment purposes, a calendar week is Sunday through Saturday.
- Did you apply for or receive any Social Security or private pension for last week?
- Did you apply for or receive any Workers’ Compensation, TDI, sick pay, or disability pay for last week?
7. I am working Part-time. One week, my employer did not have work for me. What do I do?
If you have been collecting partial unemployment benefits and you become totally unemployed during a following week or do not earn any wages, you must call 401-243-9100 or, if you are an out-of-state resident, call 1-866-557-0001 to refile your claim as a total lack of work for that week. You must call within 7 days of the last day you worked part-time. You may also refile using the internet at www.dlt.ri.gov/ui. You must refile your claim BEFORE you can call Teleserve or access the internet application for payment.
8. Can I always claim benefits by using Teleserve or by certifying online?
No, you will not claim benefits using Teleserve or the Internet application if you are collecting benefits from a special program, such as Workshare, TRA, ATAA or if you need to claim benefits for any week other than the prior week. If you returned to full time work, you would no longer need to certify to request a payment. Please mail the return to work form sent to you when you initially filed for benefits as you may be entitled to a partial or lag payment, depending upon your return-to-work date.
9. What if my address changed?
You must contact the UISC during regular business hours at 401-243-9100 or, if you are an out-of-state resident, call toll free at 1-866-557-0001 to change your address BEFORE you call to claim your payment.
10. What if my Banking Information has changed?
You must contact the UISC at 401-243-9100 or, if you are an out-of-state resident, call toll free at 1-866-557-0001 to change your bank information BEFORE you call to claim your payment.
11. After I call, 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 hours after you request a payment. Should a bank holiday occur during a week, your payment may take up to 72 hours to appear in your bank account or on your EPC card.

 


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

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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
6/6/14 MDF
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