Not sure of the best way to send us information or how to get your questions answered? Here’s a guide to understanding how you can get in touch with our Employer Advocate Team and when to use each method:

Chat

When to use: 
Our chat option is a great resource to use when you need a quick response to a simple fix. Here are some examples of when to use this method:

• Individual hire date change (for one employee only. If you have multiple changes, please send your request via email)
• Baseline questions (corrections, status check)
• Reoccurring bypass requests
  • The same case number needs to be given each time.
• Eligibility questions/information
• Rate information
• Payroll calendar updates
• Payroll frequency changes

Email Topics

When to use: 
Email is a great tool to use when you have a question or need that isn’t necessarily urgent, but still important! We encourage our employers to send any and all questions they may have to our email with the exception of the topics listed below. To protect your employee’s personal information, we request that you please DO NOT send the following to our team via email or chat:

• Social security card
• I-9 forms
• Any documentation with sensitive, personal data

Please fax, mail, or hand deliver these documents.

Call Topics

When to use: 
The Employer Advocate Team is available to assist you from 8:30 a.m. to 4:30 p.m. Monday through Friday (with the exceptions of some holidays). We encourage you to call in with any questions you may have regarding any topic. The following are some examples of ways we can help you over the phone:

• Adding contacts in ERM
• Adjustment assistance
• Certified salary
• Delinquent payrolls
• Enlargement/new unit questions
• ERM log in issues
  • Please note that we have to talk to the specific person having the issue.
• Errors on report
• Exception queue issues
• File upload issues
  • When sending file for review, please black out social security numbers
• Looking up any information in ERM
• Missing Member Report Questions
• Settlement calendars

All contact information can be found in the “Contact Us” section in ERM.