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Video transcript

Request for Information: I Received One…Now What?

Slide 1

[Background image: Picture of Carly, a Customer Service Representative]

[Narrator speaks]

Hi, I’m Carly, a Customer Service Representative for the Minnesota Unemployment Insurance Program.

In this video, I’ll explain Requests for Information. We also call these questionnaires.

Slide 2

[Screen text: “Why so many questions?” To apply Unemployment Insurance Law to your situation…, …to determine if you are eligible.]

[Narrator speaks]

To receive unemployment benefits, you must meet eligibility requirements that are set out in the law.

The most common questions we ask are about why you became unemployed, other income you might have, and your availability for work. We need this information to make the right decision about your eligibility.

This is your chance to provide us with the details about your situation.

If your employer is involved, we will send you and your employer the same questions and we will review both parties’ answers to make a determination.

It is ALWAYS in your best interest to answer all questionnaires. Failure or refusal to respond to a questionnaire will result in the denial of benefits.

Slide 3

[Narrator speaks]

When you first apply for benefits, we ask a number of questions about where you worked and why you left your last employer. We also ask about severance pay, pensions, and if there are any barriers to you getting back to work. Each week you request benefits, we’ll ask you if you worked, if you had any other sources of income, and about your work search and availability for work.

You may also be asked to respond to a questionnaire if one of your employers “raises an issue.”

This means that your employer believes you may not be eligible for benefits and is asking us to review your eligibility for benefits. In some cases we may send a second or third Request for Information.

This occurs when the information we have is incomplete and we need additional information from you.

Finally, we may request information from you if your account is selected for an audit.

Slide 4

[Narrator speaks]

[Screen text: Answering questions: Review before you start; Explain things in chronological order; Read and answer each question carefully; Use space at bottom for additional information. You answers will be reviewed by an adjudicator.]

Questionnaires are designed to help you provide the information we need.

The only RIGHT answer to a question is the honest answer.

It’s a good idea to look though the questions and get your thoughts together before you actually start writing your response. Sometimes we ask for specific dates or the names of people you talked to.

It’s also easiest for us to understand the information you provide if you explain things in chronological order: what happened first, second, third, fourth and so on...

Answer each question. If you don’t think a question applies, just say that. Every questionnaire has a space at the bottom to provide more information.

If there is something we missed or something you think is important that we need to know, this is the time to tell us.

Finally, your answers will be reviewed by an individual trained to make determinations of eligibility.

They will read all your answers. If you misspelled a word, don’t worry. They’re looking for facts.

Slide 5

[Background image: Request for Information document]

[Narrator speaks]

In most cases, you’ll complete all questionnaires while applying for benefits or when requesting weekly benefits. Sometimes, we’ll mail you a Request for Information.

This happens when you use the phone to apply for or request benefits; an issue of eligibility is raised outside the application or request processes; your account is being audited; or, you need to provide information from a third party, such as a doctor or other medical provider.

With the exception of information from third parties, you can respond to any Request for Information you receive in the mail by logging in to your online account―we’ll cover that in a minute.

You can also mail or fax your completed Request for Information. Just remember to pay attention to the due date at the top.

If your response is late, it may result in a denial or delay of benefits. If you need help completing your questionnaire, call Customer Service.

Slide 6

[Narrator speaks]

Responding to Requests for Information online is fast and easy. Most of all, it helps you avoid responding late and you KNOW that we got your information―no worrying about the mail or fax.

In the next part, we’ll show you how to log in to your account, find all pending Requests for Information, and complete the requests.

Slide 7

[Background images: Screenshots of the home page, Applicant Landing page, Applicant Self-Service System Login page, and Account Home page are displayed as mentioned in narration.]

[Narrator speaks]

The easiest way to get to the login page is to start at, and click Applicants.

Then, on the Applicant page, click “Log in to my Account.” This will take you to the login page.

Once you log in, from your home page you can see if there are any pending Requests for Information.

Slide 8

[Background image: Self-Service System Account Home page]

[Narrator speaks]

Anytime you have a Request for Information, a message will appear in the Important Messages portion of your Home Page. Click the link in the message text to see all requests.

Slide 9

[Background image: Self-Service System “These Requests Need Your Attention” page]

[Narrator speaks]

When you click the link in the Important Messages box, you’ll see a list of items that may need a response.

Next to each issue you’ll see an issue identification number.

We use this number to keep track of all the issues we are reviewing. You can click the Issue Identification Number to see the details of the issue.

Slide 10

[Background image: Self-Service System Pending Eligibility Issue Detail page]

[Narrator speaks]

On the Pending Eligibility Issue Detail page, you will see the type of issue and our estimated date of completion.

If there is a Request for Information you still need to complete, you’ll find a link next to “Related Documentation.” Click this link to see all Requests for Information for THIS issue.

Slide 11

[Background image: Self-Service System Information Requested and Received page]

[Narrator speaks]

From the Information Requested and Received page, you’ll be able see all outstanding Requests for Information. By clicking a link, you can then access the actual questionnaire.

Slide 12

[Background image: Self-Service System Questionnaire]

[Narrator speaks]

All questionnaires follow a similar pattern. There’ll be summary information at the top followed by a series of questions. Questions marked by a red star must be answered.

It’s important that you know the information you enter is not saved until you click the Submit button. Be complete in your answers, but plan to answer all of the questions in less than 45 minutes to avoid being automatically logged out.

Because of the 45 minute time limit, it’s a good idea to scan through the questions before you start writing your answers.

If you see questions that ask about dates or other details that you don’t have available, write down the information you need to look up, prepare your answers, and log back in to answer the questions.

Don’t forget that there are strict due dates for completion of questionnaires.

Slide 13

[Background image: Self-Service System Questionnaire]

[Narrator speaks]

If you have documents that you want to send in to support your answers, look for the checkbox labeled “I will be sending in documents that support my answers.”

If you check this box, we will mail you a cover sheet that you should include with the documents.

You can also print the coversheet after you complete the questionnaire and click Submit.

Do not check this box unless you actually have a document you’re going to send in.

At the bottom of the page, you’ll see a box where you can tell us any additional information.

Don’t hesitate to use this space if there’s other information you think we need to know.

When you are finished, click the Submit button at the bottom of the page.

Your answers will NOT be saved and will not be available to us until you click the Submit button.

Slide 14

[Background image: Self-Service System Information Requested and Received page; Document Cover Sheet page]

[Narrator speaks]

After you complete and submit the questionnaire, you’ll be taken back to the Information Requested and Received page.

The Date Due column will show “View Received,” which indicates that you have successfully submitted your answers.

If you indicated on the previous page that you were going to send in additional information, you’ll see a Document Cover Sheet link that you can click to view and print the cover sheet.

Slide 15

[Narrator speaks]

Sometimes we need information from a third party. Most often, this will be your doctor or other medical provider.

When this kind of information is needed, we always mail you the questionnaire and make it available for you to print from your online account.

Third parties cannot complete questionnaires online. If we need information from a doctor or other medical provider, it’s your responsibility to get the form to them and to ensure they send it back to us.

Make sure you tell them how important a timely response is.

Slide 16

[Narrator speaks]

After you respond, we review the information you and all others provided. In most cases, we can make a determination within a few business days of receiving responses from all parties.

If additional information is needed, we’ll send you a request and make it available to you online. We will make a determination of eligibility based on the law and facts.

You and all other parties will be mailed a copy of the determination. You can view your determination online once it’s been mailed.

Slide 17

[Narrator speaks]

[Screen text: Remember: We need facts to determine your eligibility – Answer questions completely and accurately; Respond by the due date – online, by fax, or by mail; Request benefits weekly – while waiting for a determination.]

When you respond to a Request for Information, always give complete details, and be as accurate as you can with your answers.

It is important that you respond by the due date. Otherwise, we will make the determination using the information that is available. Even if the due date has passed, it’s a good idea to respond.

Respond online if you can. It’s faster and an easy way to make sure we get your answers.

While you are waiting for the determination, don’t forget to request a benefit payment each week you are unemployed.

Slide 18

[Narrator speaks]

If you have any questions or you need assistance, call Customer Service. I hope you’ve found this video helpful in understanding the Unemployment Insurance Request for Information process. Thank you.

[Screen text: Website: Log in to Your Account | Contact Customer Service: 651-296-3644 (Twin Cities area), 1-877-898-9090 (Greater Minnesota), 1-866-814-1252 (TTY for the hearing impaired) | Video Library]

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