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Frances Online Instructions for Paid Leave Claimants





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Frances Online Instructions for Paid Leave Oregon Claimants

​​Create a Fran​ces Online account​ (video instructions)
Create a Frances Online account (written instructions)

  1. Go to Frances Online for Claimants and select "Sign Up for an Online Account."

  2. ​​Verify your email address by entering your email address and then the security code sent to your email account.

  3. Confirm your Frances Online account. You may need a Letter ID to confirm your account. Letter IDs expire to keep your information safe. If you have filed a claim with us before, you may need to request a Frances Online Access letter. Please allow several days for the letter to come in the mail. 

  4. Log in and you’re set!

​To be eligible for benefits, we must verify your identity. We may ask you to complete additional steps ​or you may pass through the process without any extra information required. We may mail you a letter to request more information or send a one-time passcode for you to enter in Frances Online. Make sure your mailing address is current.​

Learn more about the identity verification requirements of Paid Leave Oregon​.​

​To apply for Paid Leave Oregon benefits using Frances Online, use the following steps:
  1. Log in to Frances Online
  2. Select the "File a Paid Leave Oregon Claim" link from your home screen
  3. Follow the prompts
​To file a Paid Leave Oregon claim by phone, call Paid Leave at 833-854-0166.​​

​See our employee toolkit​ for help applying for Paid Leave Oregon benefits. ​

​Visit Paid Leave Oregon’s website to learn more about Paid Leave Oregon, eligibility, and benefits.  

Watch a video and learn how to apply for Paid Leave Oregon benefits in Frances Online.​

​Read detailed instructions for filing Paid Leave Oregon weekly claims​. You only need to file weekly claims if you are receiving benefits on an intermittent schedule.
  • To file a Paid Leave Oregon weekly claim, log in to Frances Online, select the "File Now" link for the week you want to claim, and follow the prompts.
  • To file by phone, call 833-854-1122.
  • If you don't see the "File Now" link, we may be reviewing your initial claim application. ​​​​​​​​

​To review or download a Paid Leave form, go to our Paid Leave Oregon website​.​​

​To respond to a questionnaire​​, log in to Frances Online, select the "Respond to Questionnaire" link from the Questionnaire panel on your home screen, and follow the prompts. Learn mor​e about questionnaires.​

If your Paid Leave questionnaire is no longer available, call 833-854-0166. 

After you apply for benefits, we will review your application to decide if you are eligible for benefits. We may have follow-up questions, or your claim may have issues that require a more thorough review. Every claim is unique, and we th​oroughly review details to make sure benefits are accurate and secure. Claims can be complex, and we want you to understand what’s going on as we process your claim. Learn what to expect after you apply for Paid Leave Oregon benefits.
​

​If you disagree with a decision on your claim, you can file an appeal and request a hearing. An Administrative Law Judge (ALJ) from the Oregon Office of Administrative Hearings (OAH) will run the hearing over the phone. You may give any evidence to support your claim before the hearing, and you will have the opportunity to testify during the hearing. 

To request or view the status of an appeal, log in to Frances Online and select the "View or Change Benefit Details" link from your home screen. Then go to the Appeals tab and select the "File an Appeal" link.​
  • Learn more about appealing your Paid Leave Oregon claim.
  • Contact OAH at 503-947-1515 with any questions about your hearing once it has been scheduled.
  • ⁠Call Paid Leave Oregon at 833-854-0166 to cancel your request for an appeal.​​

​After we approve your benefits, we’ll pay you by direct deposit or prepaid debit card. You can select your preferred payment method when applying for benefits to receive your first payment.

You can change your payment method at any time. To change your payment method, log in to Frances Online and go to the "Update Benefit Payment Method" link from your home screen. 
  • ⁠If you cannot change your payment method for Paid Leave Oregon, call 833-854-0166.​ 
  • Note that your benefit payment will be delayed if you change your payment method. 
  • ​Learn more about payment options​​. ​

​There are a few ways to get help if you have questions about your claim in Frances Online.

  • Send a Message through Frances Online. The fastest way to get help is by sending a message through Frances Online. To send a message through Frances Online, log in and go to the I Want To tab. Then go to the Messages panel and select the "Send a Message" link. Learn how to send a message in Frances Online.

  • Send a Message through Contact Us. If you can’t log into Frances Online, use our online Contact Us form to get help. Some issues can take up to two weeks to resolve, and others we can take care of within a day.  

  • "The Owl" Chatbot. The Frances Online Assistant, The Owl, helps you learn more about using Frances Online by chatting with an automated assistant. The Owl responds to general questions with prewritten responses. It cannot answer questions about your claim for privacy and security reasons. Please do not use personal information when asking questions. 

  • Call. You can call 877-345-3484 to speak with our staff. 

​Visit our Frances Online FAQs to learn more about Frances Online.



For more information:

​​​​​​​​​​​​​​​Contact ​Paid Leave Oregon: