CSRs often receive calls from participants who state they are terminated but currently have an active status on file. It can typically take 1-2 payroll cycles for companies to report a terminated status to us through payroll files but for participants who have been terminated for a long period of time without any updates being made to their account or participants who may be eager to request a termination withdrawal, an Employment Status Request can be set up in PC.
This request type will generate automated notifications that will go out to the plan contacts requesting a termination date and once we have the termination date, this will also allow for an automated notice to go out to the participant advising them we have received their separation date and they are now eligible for the withdrawal.
For more information about how to create an Employment Status Request in PC, you may reference this article: https://bluestarretirement.freshdesk.com/a/solutions/articles/33000263537?lang=en&portalId=33000059188
In response to the automated emails, we will receive emails from plan contacts such as this:
In order to appropriately update his account and the PC record for the status request, please follow the below steps:
1) Search for the participant in Relius:
2) Select the status tab and then the magnifying glass to open the History Maintenance screen and click the green + sign to add a new history record:
3) Update the highlighted fields and save changes:
4) If updated correctly, you will now see the termination date populated on the Status tab after closing the History Maintenance window. You should now hit Save and exit the participant census.
5) Now we will go to the PC record for this participant and select the Review tab and update the Appropriate Job Status Field to "Yes" and enter the termination date and ticket number where it was provided. Update the Status to Complete and Save Changes. This will now allow the notification to go out to the participant stating they can submit their withdrawal.
6) Add a private note on the ticket where we received the update stating your steps (updating PC and Relius) and then you may close the ticket.
If we receive notification that a participant is still active, please follow the below steps:
1) Add the below notes to the Employment Status Request Request and cancel the PC record:
2) Notify participant via email using Canned Response titled "Employment Status Update."
3) Note and close the ticket.
Important Note:
Please ensure to double check that a request is a true Employment Status Request only, not a distribution, before marking it as complete or cancelling.
If you are receiving a termination date for someone who has submitted a true distribution, you would simply update their status in Relius and update the Appropriate Job Status field on the Review tab and no further action would be needed. Marking an actual distribution request as complete in error will stall the request.
