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Managing your approved paid family or medical leave claim

Here's how you can manage your approved PFML benefits claim using your PFML account and the Department of Family and Medical Leave's Contact Center

Once your application for leave is approved, you can track and manage your leave using your paid leave account and report any updates by calling us at the Department’s Contact Center (833) 344-7365. Here are some common scenarios where you might be asked to manage your approved claim. 

Table of Contents

Updating your payment information

You can update your payment preferences by calling our Contact Center (833) 344-7365 and we will send you a form. 

Reporting intermittent leave hours

If you and your employer agreed on an intermittent or reduced leave schedule you’ll need to report the hours of leave once you’ve taken leave hours and you are seeking payment on a weekly basis to prove that you’ve used your expected benefits and received the correct payment. 

You can report these hours by calling the Department’s Contact Center’s Hours Reporting line at 857-972-9256. You will only need to call the Contact Center and report if you have taken leave that week and are seeking payment. You cannot apply for payment from the Department until you have taken 8 hours of accumulated leave time or more than 30 calendar days has passed since you started taking your leave.  The Contact Center will record your information and send it to your employer for review. Once your employer confirms your leave, the Department will issue payment. 

Changes to your Leave Situation

If the circumstances surrounding your paid leave situation change after your leave is approved, you must notify the Department within seven (7) calendar days of the change. Any changes to the family or medical event that you are taking leave to manage may affect your application for paid leave - even if it has already been approved.  

Here are some changes you need to let the Department know about, and how to report them: 

Receipt of additional income 

Use of your accrued sick or vacation time, short term disability or leave benefit payments by your employer you did not report with your initial application must be reported to the Department in order to properly adjust your benefit payments. 

Updating the dates of your leave 

If you need to change the dates of your scheduled leave, you should call the Department’s Contact Center at (833) 344-7365. You may be asked to submit a new application for paid leave with the new dates. 

Ending your leave early 

To end your leave early, call the Department’s Contact Center at (833) 344-7365 and tell us the new ending date of your leave and the reason why it is changing. The Contact Center will update your claim, and you and your employer will be notified. If you did not apply online we will mail you a notice outlining the new details.  

Extending your leave with the same type of leave 

If you want to extend your medical leave claim using medical leave time, or extend your family leave claim using family leave time, start by calling the Department’s Contact Center at (833) 344-7365. They will work with you to create a second leave request application within your existing claim.  

A complete application to request an extension must be filed at least 14 calendar days prior to the expiration of the original approved leave. You need to notify your employer at least 30 calendar days in advance of the expiration of your current leave or as soon as possible.   

You may be asked to provide new documents to support and verify the new leave request. Once you have provided all requested documents and your new application is complete, the application will be sent to your employer for its review.  

When its review is complete, the Department will process the new application and reach a decision just like with your original application. When a decision is reached, you and your employer will be notified  If you did not apply online we will mail you a notice outlining the new details. 

Extending your leave with a different type of leave 

If you need to extend your leave and change leave types, switching from medical leave to family leave or from family leave to medical leave, you can start by calling the Department’s Contact Center at (833) 344-7365. They will work with you to create a new application reflecting your change in leave type. Our Contact Center can also guide you through applying online. 

A complete application to request an extension with a different type of leave must be filed at least 14 calendar days prior to the expiration of the original approved leave. You need to notify your employer at least 30 calendar days in advance of the expiration of your current leave or as soon as possible.  Please be aware that when switching to a different leave type you may be subject to an additional seven (7) calendar day waiting period before payments can begin.  

When its review is complete, the Department will process the new application and reach a decision. When a decision is reached, you and your employer will be notified. If you did not apply online we will mail you a notice outlining the decision. 

Extending your leave with a different interval 

If you need to extend your leave and change your leave from continuous to intermittent or a reduced schedule or from and intermittent or reduced schedule to a continuous leave, you can start by calling the Department’s Contact Center at (833) 344-7365. They will work with you to create a new application reflecting your change in leave interval. Our Contact Center can also guide you through applying online.

You must file for this type of extension at least 14 calendar days prior to the expiration of the original approved leave. You will be asked to provide new documents to support and verify the new leave request or new leave interval. Once you have provided all requested documents, the Department will begin its review. Be sure to coordinate your request with your employer at least 30 days in advance or as soon as possible.

When its review is complete, the Department will process the new application and reach a decision just like with your original application. When a decision is reached, you and your employer will be notified. If you did not apply online we will mail you a notice outlining the new details. 

Contact

Phone

For questions about benefits and eligibility: (833) 344-7365

Department of Family and Medical Leave - Hours of operation: Monday-Friday, 8 a.m - 5 p.m.

Fraud Reporting Hotline: (857) 366-7201

Department of Family and Medical Leave - Hours of operation: Monday-Friday, 8 a.m - 5 p.m.

Intermittent Leave Hours Reporting Line: 857-972-9256

Department of Family and Medical Leave - Hours of operation: Monday-Friday, 8 a.m - 5 p.m.

For questions about contributions and exemptions: (617) 466-3950

Department of Revenue - Hours of operation: Monday-Friday, 9 a.m. - 4 p.m.

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