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Transcript

Extesion Process

1. Open the correct case.

2. Is the extension for the same reason?

Yes

No

3. Verify the case type.

4. Did the Employee submit documentation?

Yes

No

5. If you are trained on SSG transfers, use SSG Transfer Guidelines - Leave of Absence (US) to determine if a transfer is applicable.

6. Guide the employee to request the extension through Self-Service. Were they able to submit the request?

Yes

No

7. Follow the troubleshooting if the request was unsuccesful.

8. Is FDR needed?

Yes

No

9. Once the employee requests the extension through self-service, it will generate a task named ESS extension Request.

10. How do I add the time?

11. How do I send the letters?

12. When do I set a followp-up task?

If yes...

  1. Verify the last day the employee had punches in MyTime, and confirm if the situation applies for a relapse.
  2. Follow the next steps.

If no...

Was the Employee Released to Return To Work?

Yes

No

If yes...

Offer self service to open a new case.

If no...

Follow the extension process.

  1. Workers' Compensation (WC) related EOHC cases: Refer to Workers Compensation Scenarios and FAQ (US) for more guidance on the extension process.
  2. Fitness for Duty related EOHC cases: Refer to Fitness for Duty Process: Leave of Absence (US) for more guidance on the extension process.
  3. Emergency Leave Response (ELR) Extension cases: Refer to COVID-19: ELR Extensions (US) for more guidance on the extension process.
  4. Mental Health related cases: Refer to Identifying a BH/MH Related Case in Behavioral/Mental Health (BH/MH): Leave of Absence (US) for guidance on how to identify these cases, and if confirmed. Follow that same article for more guidance on the extension process.
  5. Pregnancy related cases: Follow Pregnancy Leave (US) for more guidance on the extension process.
  6. Parental/bonding related cases: Follow Bonding Leave (US) for more guidance on the extension process.
  7. All other EOHC cases not related to the type above, follow Step 4.

If employee explains that they already requested an extension, the dates are pending but they made an error with the request, visit Cancelling Extension Dates: Employee Own Health Condition Cases for details about how to prevent overlapping dates.

If yes...

  1. If documentation is complete, continue to Step 5.
  2. If it is incomplete, advise the employee what information is missing and continue to Step 5.

If no...

  1. Inform the employee they have up to 15 calendar days from their current approved leave end date or extension request date (whichever date is the most recent), to submit supporting medical documentation. The exception is when the DLS Team communicates a different SLA.
  2. If the employee says that they cannot submit medical documentation to support their extension request within 15 calendar days, create the applicable task. Follow the guidelines in Create a Task: Leave of Absence (US).
  3. Refer to Determining Complete Documents: Leave of Absence (US). Inform the employee of the documentation requirements.
  4. Guide the employee to send in their documents by Amazon A to Z. Inform them that a task will be automatically created for the DLS Team. The DLS Team will review their documentation.
  5. If the employee is F or R class and the previous approval made was for less than or equal to 7 days without an insurance claim, proceed to Step 5.
  6. If the employee works in Washington State (WA) or only has NYPFL eligible, proceed to Step 5.
  7. All other cases. proceed to the Add extension dates section in this article.

If yes...

If the employee successfully added their request, proceed to Step 8.

If no...

  1. If the employee cannot request the extension through Self-Service due to technical errors with the app, follow Amazon A to Z (US) to help with troubleshooting. If troubleshooting fails, proceed to Step 7.
  2. If the employee already requested an extension and the time is still pending, they might get an error when trying to add more time. Follow Add extension dates section to manually add the additional time.

After troubleshooting

  1. Navigate to the Absence Claim, and select Work Status from the drop down in the top right corner. Click on Estimated Return to Work and change the date to the last day of the extension request plus 1.
  2. Proceed to adding the dates by selecting Add Time from the drop down.
  3. Click on absences to confirm dates were added.
  4. Create the applicable task, Follow guidelines in Create a Task: Leave of Absence (US) and proceed to Step 8.

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Remind the employee about the documentation and SLA.

If no...

Confirm if the RRTW was automatically set or if it requires to be manually entered by following the next steps:

  1. Navigate to the Work Status object.
  2. Select Release Return To Work.
  3. Enter the Release Return To Work date, leave end date plus 1.
  4. Select Full Duty on Status Reason.
  5. Select Save.

Add extension dates

When NOT to follow the steps?

  • The employee is F or R class and the previous approval made was for less than or equal to 7 days without an insurance claim.
  • The employee works in Washington State (WA) or only has NYPFL eligible
  • Documentation is on the case

  1. Confirm the start and end dates for the leave extension request (add 15 days if the employee doesn't know how many days they will need).
  2. Navigate to the Absence Claim and select Absences.
  3. Select the absence the employee is eligible for.
  4. Verify if there are pending dates in the Absences.
  5. Navigate to the Absence Claim, and select Work Status from the drop down in the top right corner. Click on Estimated Return to Work and change the date to the extension request last day plus 1.
  6. To add the dates, navigate to Absence Claim, select Add Time from the drop down in the top right corner of the screen.
  7. A new tab will populate to enter the extension request dates. Enter the extension start date and end date.
  8. Click on Save.
  9. Verify the dates populated correctly on the absence. Navigate to the Absence Claim and select Absences.
  10. Follow the other steps on the extension process.

Sending letters

Decision letters:

  1. Most RTA decision letters will be automatically sent to the employee.
  2. Approval letters have been automated for extensions which are approved by RTA for unpaid leaves.
  3. Review the DLS Communication System (DLSCS) (US) to determine when to send a decision letter.

Extension letters:

  1. Advisors will send the extension letter after following the Add extension dates section
  2. refer to the Extension letters section in the DLS Communication System (DLSCS) (US).

If employee is requesting a second extension, and there is already one pending, confirm the first due date provided in previous request and add it to the letter. The employee won’t get additional time to provide documentation, the original due date to submit will remain the same.

Setting follow-up task

  1. If the extension was automatically approved, navigate to the Case Level, Open Activities section. Verify if there is an open ESS extension request task.

  • If there is an ESS extension request task, complete the task and continue to step 2.
  • If there is no ESS extension request task, continue to Step 2.

2. Check the absence claim to see if the RRTW was automatically keyed:

  • If RRTW was automatically keyed, no additional task is needed.
  • If RRTW was not keyed, check to see if a Confirm RTW1 task was auto-generated.

  • If it was auto-generated, no additional task is needed.
  • If it was not auto-generated, create one by following Create a Task: Leave of Absence (US).