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DETR facing criticism over ‘ID.me’ verification issues

LAS VEGAS (KLAS) — DETR is facing criticism from many Nevadans over its recent use of “ID.me” identity verification. This was recently implemented to help avoid fraud.

We have received many viewer concerns over this identity verification which they say is preventing claimants from getting their unemployment. They say the phone lines are busy or the website is not working properly.

8 News Now spoke to Las Vegas resident Andrew Wilczynski who says he has been on unemployment since the beginning of last year. He has navigated through different issues over the past months, but when DETR implemented their ID.me layer of protection, he says it created a big headache.

Other viewers tell us phone lines are busy or are told to call back later.

8 News Now reached out to DETR about the security measure that was implemented for filers on the pandemic unemployment assistance (PUA) and regular unemployment insurance claimants that began on July 22nd.

They say this helps verify claimants and helps eliminate fraud. Wilczynski says while the idea is great, the process is broken.

“I get the answers of why they are doing it, and I get the fraud is bad, but it’s not fair for people like me that want to go back to work, but the conventions aren’t coming back if this Delta variant goes higher than what they expect,” Wilczynski said.

DETR tells 8 News Now UI claimants need to validate their identity. They say about 88% of users can complete the process while about 12% need help.

They encourage claimants to use Google Chrome as their web browser.

If you wish to do this in person, you can visit a local library or a one-stop career center to use computers with a webcam to help complete the ID process.

Remember extended unemployment insurance benefits expire on September 4.

For more information, CLICK HERE.

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Sours: https://www.8newsnow.com/news/local-news/detr-facing-criticism-over-id-me-verification-issues/

ID.me Identity Verification

The Nevada Department of Employment, Training and Rehabilitation (DETR) has partnered with ID.me, an identity provider specializing in digital identity protection, which helps DETR make sure claimants are who they say they are - and not someone pretending to be them. ID.me is a trusted technology partner of the State of Nevada DETR UI/PUA in helping to keep personal information safe. It is being used by more than 25 states, as well as the Department of Veterans Affairs, the Social Security Administration, the Department of Treasury, and hundreds of other retail and service organizations.


All Unemployment Insurance (UI) and Pandemic Unemployment Assistance (PUA) filers have to validate their identity through ID.me 
•    Beginning July 22, 2021, ALL UI filers who have been filing weekly will need to validate their identity with ID.me (if identity has not already been validated).
•    Claim filers online at UI.nv.gov and EmployNV.gov are automatically redirected to ID.me to verify their identity when filing a new or weekly claim.
•    Once a claimant successfully verifies their identity through ID.me, they will be returned to UI.nv.gov or EmployNV.gov to continue filing.
•    Claimants should follow the instructions and have documents ready, if possible.
•    Google Chrome is the recommended internet browser for ID.me and UI.nv.gov and EmployNV.gov

Phone System Claims

UI claimants filing by phone rather than online will still need to validate their identity.  
 

Benefit Payment Control (BPC)

If filers do not verify with ID.me, they will be assisted by the BPC unit in validating their identity. It may take several weeks for manual validation by BPC staff and may delay benefit payment. BPC will contact the claimant if additional information and/or documents are needed. Filers who do not successfully complete the ID.me process will not be able to continue the online initial claim filing process or file a weekly claim/certification. 
 

NOTE:  Claimants are encouraged to file online in order to verify their identity through ID.me as they are a trusted partner with DETR. This will prevent potential future benefit payment delays.


 

PUA & UI ONLINE IDENTITY VERIFICATION THROUGH ID.me (Updated 7/15/21) 

  • Continued Assistance Act of 2020 requires that states verify identity to protect legitimate claimants.

  • Click below for assistance documents in Spanish, Korean, Chinese, and Vietnamese. 

  • Click below for videos in English with Spanish, Korean, Chinese, and Vietnamese subtitles. 
    • Video Call (Trusted Referee) Subtitles (Youtube Video): Spanish, Chinese (Simplified), Korean, and Vietnamese Found HERE.

    • Unemployment (IAL2 + Liveness) Subtitles (Youtube Video): Spanish, Chinese (Simplified), Korean, and Vietnamese Found HERE.

    • Document Rejection Subtitles (Youtube Video): Spanish, Chinese (Simplified), Korean, and Vietnamese Found HERE.
  • Here are additional resources for common problems claimants may experience:
    • Already Verified Identity: This article HERE helps explain the process for a user that receives a notification saying that they already have an existing account
    • Suspended Account: This article HERE helps explain the process for a user that receives an error saying that their account is temporarily suspended.
    • Switch Browser Tabs: This article HERE explains how to switch browser tabs on many devices.

PUA & UI claimants can verify their identity online through ID.me and should follow directions through their claimant account. The automated process is available 24/7. Claimants are encouraged to complete the process during non-peak times such as late in the evening or early in the morning.  
  • Online verification through a computer or smartphone is encouraged for optimum processing. Claimants who do not have this technology or require assistance should contact their respective call center.

  • Those not able to utilize the online option can verify their identity by speaking with an ID.me representative (instructions provided in your claimant portal). Wait times fluctuate for ID.me Trusted Referee (TR) video calls based on the volume of verifications, certain times of days, or shift changes. Claimants can view tips for managing wait times here. Claimants can now refresh their screen while waiting without losing their place in the TR queue. DETR is working with ID.me on decreasing wait times so all legitimate claimants are verified.

  • Claimants under the age of 18 will need to be manually validated through DETR’s Benefit Payment Control (BPC). They will need to contact the PUA or UI claims center and have a claim or a weekly certification filed on their behalf. These claims will be held while waiting to go through the BPC identity validation process for manual verification. Claimants do not have to take any additional steps until contacted by BPC.

  • Claimants with a name change or a hyphenated name: if the name a claimant provides differs from the name that appears in the identity documents, additional documentation will be required for identity verification. Primary documents must show the current name of the claimant. Claimants who have had a name change can get additional information here.   

  • Claimants who verified ID prior to the latest ID.me programming should be able to log in to their ID.me account through the PUA or UI portal by selecting “Verify with ID.me” and logging in with their existing ID.me credentials; once there, they can allow ID.me to share their info with DETR. If verification is successful, claimants will be returned to EmployNV or UInv as verified and be able to continue filing.

  • ID.me is a credential service provider that meets federal standards and is approved as a NIST 800-63-3 IAL2 / AAL2 conformant credential service provider by the Kantara Initiative. ID.me is being used by more than 25 states, as well as the Department of Veterans Affairs, the Social Security Administration, the Department of Treasury, and hundreds of other organizations.

  • Nevada is the front runner in providing a video chat option for citizens that may need additional assistance.

REMINDERS:

  • Claimants are reminded not to share personal data, or even ask for help in filing a claim with outside parties, as this could put you at risk for social media phishing and potential identity theft. 

  • Claimants should be vigilant online. DETR is aware of fraudulent websites, suspicious social media messages/offers, and phishing text messages. DETR will never ask claimants to login into their account via a link on social media or text message. 

  • Claimants should not interact with suspicious personnel, send information through questionable email, and should only use secure websites when conducting online transactions and providing personal information. DETR official sites are: UI.nv.gov; EmployNV.gov and DETR.nv.gov.  

  • The State encourages reporting fraud and abuse on the agency’s unemployment fraud homepage under Quick Links at DETR.nv.gov. To view what additional steps individuals and employers can take if they believe a fraudulent claim has been filed, review DETR’s fraud flyer located on the Bulletin Board at DETR.nv.gov.

  • Individuals with general questions regarding DETR’s verification process should contact their respective call center:

PUA claim center – Rural Nevada & Out-of-State (800) 603-9681, Northern Nevada (775) 298-6007, Southern Nevada (702) 998-3081, Monday through Friday. Callers are encouraged to call Wednesday through Friday after 10 a.m., as Mondays and Tuesdays are the call centers’ busiest days of the week. 

UI claim center - Northern Nevada (775) 684-0350, Southern Nevada (702) 486-0350, Rural Nevada & Out-of-State (888) 890-8211, Monday through Friday from 8 a.m. to 8 p.m.
 

Sours: https://detr.nv.gov/page/IDme_Identity_Verification
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Nevada unemployment claimants must validate identities through ID.me

LAS VEGAS (KTNV) — As required by the federal Continued Assistance Act, the Nevada Department of Employment, Training and Rehabilitation (DETR) announced the final phase of upfront identity verification with ID.me for continuing Unemployment Insurance (UI) filers. ID.me is a next-generation identity platform providing digital identity proofing and verification, allowing legitimate claimants to access their benefits.

All claimants who have not validated their identities through ID.me will be required to do so. This security measure has already been implemented for filers on Pandemic Unemployment Assistance (PUA) and new regular UI claimants since May 2021.

TIMELINE: Nevada Dept. of Employment and handling of pandemic unemployment claims

After July 22, continuing claimants will be redirected to ID.me to validate their identity, or they will be asked to allow ID.me to share information about a prior identity verification.

“We look forward to implementing ID.me, ensuring legitimate claimants continue to collect their benefits, while shutting down imposter claims and fraud. Working for claimant security and safeguarding taxpayer funds are two of our Employment Security Division’s main priorities,” said Director Elisa Cafferata.

ID.me is a credential service provider that meets the highest federal standards and is approved as a NIST 800-63-3 IAL2/AAL2 conformant credential service provider by the Kantara Initiative. It is used by over 26 states, the Department of Veterans Affairs, Social Security Administration, the Department of Treasury, and hundreds of retail and service organizations.

Most claimants can easily and quickly validate their identities online with ID.me self-service. This page on the DETR website has more helpful resources, as well as resources in non-English languages.

For those claimants who need additional assistance, the following information is provided by DETR to assist claimants with the process, and you can click this link to watch an ID.me step-by-step video:

  • UI claimants can verify their identity online through ID.me and should follow directions as noted through an email message and/or link provided through their claimant account. The automated process is available 24/7.
  • Those not able verify through the self-service option can verify their identity by speaking with an ID.me representative, also known as a Trusted Referee (instructions provided in claimant portal). Wait times fluctuate for ID.me based on the volume of verifications, certain times of days, or shift changes. Claimants can now refresh their screen while waiting without losing their place in the TR queue.
  • Online verification through a computer or smartphone is encouraged for optimum processing. Claimants who do not have this technology or require assistance should contact the UI call center for assistance: Northern UI Call Center (775) 684-0350; Southern UI Call Center (702) 486-0350; Rural areas and Out-of-State: (888) 890-8211 between 8 a.m. and 8 p.m., Monday through Friday. Callers are encouraged to contact the call centers mid-week, Wednesday through Friday after 10 a.m., as Mondays and Tuesdays are the busiest days for the call centers.
  • Claimants under the age of 18 will need to be manually validated through DETR Benefit Payment Control (BPC). They will need to contact the UI claims center and either have a claim or a weekly certification filed on their behalf. These claims will be held while waiting to go through the BPC identity validation process for manual verification. Claimants do not have to take any additional steps until contacted by BPC.
  • Claimants with name change or a hyphenated name: if the name a claimant provides differs from the name that appears in the identity documents, additional documentation will be required for identity verification. Primary documents must show current name of claimant. Claimants who have had a name change can get additional information here.
  • Claimants who verified ID prior to the latest ID.me programming update should be able to log in to their ID.me account through the UI portal; once there, they can allow ID.me to share the info with DETR. Once DETR verifies identity, claimants will be returned to here as verified and be able to file claims.

Reminders:

  • Claimants are reminded not to share personal data, or even ask for help in filing a claim with outside parties, as this could put you at risk for social media phishing and potential identity theft.
  • Claimants should be vigilant online. DETR is aware of fraudulent web sites, suspicious social media messages/offers and phishing text messages. DETR will never reach out to claimants via social media or text message.
  • Claimants should not interact with suspicious personnel, send information through questionable email, and should only use secure websites when conducting online transactions and providing personal information. DETR official sites.
  • The State encourages reporting fraud and abuse on the agency’s unemployment fraud homepage under Quick Links.
  • Claimants are encouraged to use the internet to file their unemployment claims, as it is the fastest and most convenient way to file and reserves the phone lines for individuals who are not able or do not have the necessary resources to file online. Online filing during non-peak hours, such as early mornings, at night or weekends is also highly recommended. Claimants are also reminded that to continue to receive benefits, they must file weekly.
Sours: https://www.ktnv.com/news/nevada-unemployment-claimants-must-validate-identities-through-id-me

Nevada's Department of Employment finally offers some advice for ID.me problems

LAS VEGAS (KTNV) — 13 Action News is still receiving calls from viewers who are having problems with the Nevada Department of Employment, Rehabilitation and Training's ID.me system.

Multiple people have told us they are unable to verify their identity through the system. Because of this, they are unable to collect unemployment.

13 Action News reached out to DETR last week and they told us that their system is "fully operational" and they were unaware of any issues.

LAST WEEK'S STORY: Nevada DETR responds to ID.me complaints from 13 Action News viewers

13 Action News reached out to them again today.

Although they did not take any responsibility for the problems with the system, they did offer some advice.

RELATED: TIMELINE: Nevada Dept. of Employment and handling of pandemic unemployment claims

Here is DETR's statement:

ID.me is a security measure that has been successfully implemented for filers on Pandemic Unemployment Assistance (PUA) and new regular Unemployment Insurance (UI) claimants since May 2021. Continuing UI claimants now need to validate their identity. According to ID.me 88% of users can complete the ID.me process on their own, while 12% will need the help of a Trusted Referee.

For more information and assistance on using ID.me visit this webpage.

DETR encourages claimants to use Google Chrome as their web browser. If they still have errors, they should clear their browser cache, close out of the browser, and try again in Chrome.

Claimants with a technology gap may need to visit a local library or One-Stop Career Center to use computers with a webcam to complete the identity verification process. One-Stop and library staff will not be able to help with personal unemployment claims.

Due to COVID disruptions, claimants should call ahead to determine if a location is open to the public and what their hours are.

One-Stop Center Locations | One-Stop Career Center (Southern Nevada locations)
Nevadaworks – Nevada Workforce Development (Northern Nevada locations)
Northern Nevada Libraries

As a reminder, extended unemployment insurance benefits expire by Sept. 4, 2021. DETR and JobConnect offer many opportunities for claimants to receive help with job applications and resumes, training and upskilling, and finding open positions. For assistance, claimants can login to their account at EmployNV.gov.

JULY 29 UPDATE: Since publication of the above article, a representative for ID.me reached out to 13 Action News. We were able to supply them with a list of names and numbers of people who have reached out to us for help with DETR and ID.me.

If you are still experiencing problems with the identification verification system, let us know. You can send an email about your situation to [email protected]

Sours: https://www.ktnv.com/news/nevadas-department-of-employment-finally-offers-some-advice-for-id-me-problems

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