IMPORTANT UPDATE: On March 4, Frances Online will replace the Online Claim System. This means there will be temporary customer service interruptions starting as early as 5 p.m. on Tuesday, Feb. 27.  Phone and online support will also be unavailable Feb. 28 through March 1. Learn more at unemployment.oregon.gov/frances

Frances Online: Oregon’s New Unemployment Insurance Online System

The Oregon Employment Department (OED) is launching a modern, easy-to-use online system for Unemployment Insurance (UI) benefits, called Frances Online. It’s scheduled to go live on Monday, March 4.

The migration of UI benefits to Frances Online will begin on Tuesday, February 27. A migration period like this is normal for any big technology project. We will not be able to provide customer service during the migration. This is because the old systems will go offline, and OED will not have any access to customer information.

IMPORTANT: The last day to file a new initial UI claim is 5 p.m. on Tuesday, February 27. The last day to file a weekly UI claim for the week of February 18-24 is 5 p.m. on Wednesday, February 28. Otherwise, claimants will need to wait until after 8 a.m. on Monday, March 4. During the migration, UI customers cannot:

  • File an initial claim, file a weekly claim, restart a claim, check the status of a claim, or make changes to claim information
  • Make payments
  • Respond to requests for additional information
  • Complete ID verification

In addition, all UI phone lines will be closed Wednesday, February 28, through Friday, March 1. We understand this may cause an inconvenience. We are doing everything we can to make this process as easy as possible.

Frances Online

The Oregon Employment Department (OED) is launching a modern, easy-to-use online system for Unemployment Insurance (UI) benefits, called Frances Online. It’s scheduled to go live on Monday, March 4.

Frances Online offers features that will provide a better customer service experience. It’s also mobile-friendly. You will be able to do a lot more things online through self-serve features, instead of waiting for a letter in the mail or calling the UI Contact Center.

What’s Changing for UI Claimants

  • New system for filing UI benefits online, called Frances Online.
  • New website for the online benefits system: frances.oregon.gov. You can also get to the new system from unemployment.oregon.gov.
  • New or improved self-serve features:
    • Check the status of your claim
    • View letters mailed to you
    • View eligibility decisions
    • View when your last payment was issued
    • Upload supporting documents
    • Respond to questions about your eligibility, which helps us make decisions faster
    • Send and receive secure messages (like with a bank)
    • Live chat with UI staff
    • File an appeal, request a waiver, or complete a payment plan application
  • To use Frances Online, you will need to create a Frances Online account before you can file an initial or weekly claim. Do NOT set up a new Frances Online account for UI benefits before Monday, March 4.
    • If you have a current active claim or have applied, but your claim is still being processed, information about your claim will appear in your new Frances Online account once you have completed identity verification.
    • If you have applied for and/or received Paid Leave benefits, you will use that Frances Online account for UI.
  • Enhanced fraud protection.
  • Some information will still have to come by mail, even if you select to get electronic communication. You must meet the deadlines in mailed letters, or your claim will be denied.
  • Instead of your first payment arriving as a check, it will now arrive in the payment method you chose (ReliaCard or direct deposit).

What’s Staying the Same for UI Claimants

  • The UI Contact Center number is the same: 1-877-FILE-4-UI.
  • The automated Weekly Claim Line number is the same: 1-800-982-8920.
  • Customer service information, including unemployment and Frances Online guides, videos, and frequently asked questions, will still be available at unemployment.oregon.gov.
  • UI eligibility rules and program requirements (welcome process, job search, filing weekly claims, etc.) are the same.
  • If you have a current claim, your preferred payment method (direct deposit or ReliaCard), will stay the same. You can update your preferences at any time.
  • Frances Online is available only in English and Spanish right now. Call the UI Contact Center at 1-877-FILE-4-UI for help in other languages.

Customer Service Tips

  1. Check online before contacting us. Many questions can now be resolved quickly through the new self-serve features in your Frances Online account. You can also find how-to guides, videos, and answers to frequently asked questions at unemployment.oregon.gov. We encourage you to try using those before calling the UI Contact Center or visiting a WorkSource Oregon center. Call wait times will likely be longer than normal in the first few weeks after Frances Online goes live.
  2. Make sure to check your mail. Important letters with deadlines may arrive in the mail. If you miss these deadlines, your benefits will be delayed or denied.
  3. Know where you can get help—and where you can’t.

Customer service IS available

  • Frances Online 
    • Secure messaging in your account 
    • Live chat 
    • Chatbot 
    • Contact Us form 
  • unemployment.oregon.gov 
  • UI Contact Center: 1-877-FILE-4-UI

Customer service IS NOT available

  • Oregon Employment Department offices or lobbies
  • Calling Oregon Employment Department staff directly
  • Emailing Oregon Employment Department staff directly

Important Dates to Avoid Benefit Delays

We will migrate UI benefits to Frances Online beginning at 5 p.m. on Wednesday, February 28, through 8 a.m. on Monday, March 4. The due date to file a weekly UI claim for February 18-24 is 5 p.m. on Wednesday, February 28. If you do not file your weekly claim by this due date, your benefits for that week will be delayed. You will need to wait until the new system launches at 8 a.m. Monday, March 4. Visit unemployment.oregon.gov/frances to learn more.

Customers Needing to File a New Claim

During the migration, UI customers cannot file new initial claims or make updates to information. The last day to file a new initial UI claim before the migration begins is no later than 5 p.m. on Tuesday, February 27.

Benefit Week* February 18-24 February 25-March 2
March 3-9
System used to file weekly claim
Online Claim System: unemployment.oregon.gov/ocs

Telephone Weekly Claim Line: 800-982-8920
Frances Online: frances.oregon.gov

Telephone Weekly Claim Line: 800-982-8920
Frances Online: frances.oregon.gov

Telephone Weekly Claim Line: 800-982-8920
Due date File your weekly claim no later than 5 p.m. on Wednesday, February 28, to avoid possible delays. If you miss this due date, you can’t file your claim until 8 a.m. on Monday, March 4. Your benefits will be delayed. File your weekly claim between 8 a.m. on Monday, March 4, and 11:59 p.m. on Saturday, March 9.

After the new system launches, you will have to create an account in Frances Online to use the new system.
File your weekly claim no later than 11:59 p.m. on Saturday, March 16.

Customer Service Changes beginning February 28

Below are important UI customer service changes during the migration:

Customer Service Options
Customer Service Change
UI Phone Lines
Closed Wednesday, February 28, through Friday, March 1. Phones will reopen at 8 a.m. on Monday, March 4.
UI Telephone Weekly Claim Line: 800-982-8920 Closed at 5 p.m. from Wednesday, February 28, to 8 a.m. on Monday, March 4.
Filing a UI Initial Claim by Phone Closed at 5 p.m. from Tuesday, February 27, to 8 a.m. on Monday, March 4.
UI Contact Us Form, Chatbot and Live Agent Chat Offline at unemployment.oregon.gov from 5 p.m. on Tuesday, February 27 to Monday, March 4 at 8 a.m. Contact Us, chatbot and live chat will migrate to frances.oregon.gov and reopen Monday, March 4.
WorkSource Oregon Centers and OED Central Office
Staff at all WorkSource Oregon centers and OED Central Office can’t answer claim questions from 5 p.m. on Tuesday, February 27, to Monday, March 4, at 8 a.m. WorkSource Oregon offices and WorkSourceOregon.org will be open for job search, training, and career support.

We encourage you to check your mail daily, review all letters and messages from the OED in the coming weeks, regularly check unemployment.oregon.gov, and follow us on social media (Twitter, Instagram, Facebook, and LinkedIn) for important updates about the switch to the new system.

What to Expect After Monday, March 4

Here is what you can expect when the new system goes live on Monday, March 4, at 8 a.m.:

  • Before you can file a claim in the new system, you must first create a Frances Online account.
  • If you have a current claim, information about your claim will appear in your new Frances Online account.
  • We will share more details about how to use Frances Online soon. Check unemployment.oregon.gov often for updates.
  • We expect a lot of people to call the UI Program for the first couple of weeks after Frances Online goes live. Instead of calling, we encourage you to use Frances Online to check your claim status and use other self-serve features.