october 14, 2011. benefit year earnings root causes identified: agency causes’ system...
TRANSCRIPT
October 14, 2011
Benefit Year Earnings
Root Causes Identified: Agency Causes’
System deficiencies Insufficient BPC staff Oversight of issues
Claimant Causes Claimant integrity Misinterpretation of requirements Failure to report earnings or employment
Employer Causes Employer integrity Failure to report new hires Failure to respond to the quarterly cross-match inquiry
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Benefit Year EarningsPlanned action(s) to address:
Utilize technology tools to update and automate more UI activities and processes Enhance current systems to provide education and clarification of program
requirements
Principal milestones: Implement NDNH for BPC - December 31, 2011 Hire additional BPC staff - December 31, 2011 Online tips and leads reporting - December 31, 2011 Online employer reporting of job refusals - December 31, 2011 Adjust the quarterly cross match schedule for inclusion of more late filers - March 31,
2012
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SeparationsRoot Causes Identified:
Agency Causes Staff Integrity Lack of system automation Adjudication errors Quality of the determinations
Claimant Causes Claimant Integrity Inadequate facts regarding separations
Employer Causes Employer Integrity Untimely, incomplete employer responses
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Separations: Planned action(s) to address:
Implement SIDES Small Employer Website (SEW) Provide Benefits Timeliness and Quality (BTQ) training to supervisors bi-
annually System enhancements and upgrades Consistency training
Planned Milestones Implement the Small Employer’s Website (SEW) – March 31, 2012 Create an online separation reporting system - December 30,2012 Modify Employer’s Notice of Claim Filing – March 31, 2012
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Work Search Issues: Root Causes Identified:
Agency Causes Lack of automation Lack of emphasis on the importance of work search
verification Ambiguous requirements for job search efforts per week
Claimant Causes Claimant Integrity
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Work Search Issues
Planned action(s) to address: Quantify the minimum number of acceptable, required
work search contacts per week Implement automatic work search audit system
Principal milestones: Quantify work search requirements - December 31, 2012 Explore implementing an online automated eligibility
review program – To be determined Update BRI with more detailed requirements/non-
compliance penalties – December 31, 2012
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Issue 1: Base Period Wages
Root cause(s) identified:
Lack of established employer liability Employers failure to file quarterly tax and wage reports Incorrect or incomplete reporting of wages
Planned action(s) to address issue: Implement potential charges liability determination/appeal
process Enforce the significance of accurately reporting wages Obtain employer email addresses to send reminders, such
filing taxes, new hires, etc.
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Issue 1: Base Period Wages
Principle Milestones:
Provide employer quick reference guide online for properly reporting wages and paying taxes – December 31, 2011
Implement potential charges liability determination process when wages are added based on claimant response and no response from the employer during a wage investigation-September 30, 2012
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Issue 2: System Integrity
Root cause(s) identified:
Lack of system integration of UI program types Program deficiencies Lack of resolution tracking for certain issue indicators
Planned action(s) to address issue Expand system/program edits Expand claimant access to provide and update some
claims information
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System Integrity Principle Milestones
Add system requirements to apply disqualifications on all program types.
Change policy to allow only claimants to add or update direct deposit account information.
Implement online claimant access to update information. Add system accountability to ensure issues are resolved
before payments are released to include reversals resulting in rescinded overpayments.
Add a code to indicate SSN(s) reported as used for fraudulent activity to require further action for verification of identity.
Strategies to Support Owning UI Integrity Encourage staff members to develop an understanding of how their jobs are
connected to UI Integrity. Consistency training Transactional training Integrity ownership campaign
Develop processes to enable staff to believe their opinions and feedback make a difference. Consistency Training Redesign UI Intranet page to improve usability in accessing resources,
memorandums, training materials, etc. Maintain management oversight to ensure compliance with policies and to
identify vulnerabilities earlier. Regular reviews of improper payment issues by the UI Task Force BPC/BAM staff will participate in Field Services supervisors/staff monthly
meetings and conduct webinars for all CC staff on improper payment issues.
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Communications Strategies
To claimants:
Update BRI
Messaging campaigns
Training
To employers:
Add integrity message to Employer Quarterly Tax and Wage report
Update Employer Handbook to emphasize the integrity message
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Communications Strategies
To state UI staff Consistency training Suggestion Box-include CC Best Practices to be reviewed by
Policy and Procedures before posting. Routine email blasts to remind staff of the “Everyone Owns
Integrity” message To the public
Use media outlets and messaging campaigns Add messaging to Customer Service line
To state leaders (Governor, state legislature, etc.) Use of legislative liaison
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Killer App: Description of Issue:
Incomplete information received from sources of tips and leads which delays the investigation process and the inability to handle the volume allowing claimants to receive improper payments.
Description of Solution:
Design an online application to accept information regarding employment to expedite the investigation of fraud tips and leads and prevent future payment of benefits. Request conditional information necessary to release a determination without further investigation. Fosters an “Everyone Owns Integrity” attitude.
Anticipated results:
Timeliness, accuracy, etc. improved by TBD Improper payment reduction: TBD
Cost / Benefit explanation:
Reduce mailing costs Improve the accuracy and timeliness of fact finding Prevent future overpayments Preserve the UI Trust Fund Provide accurate data for employer tax rate calculations
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“Integrity: Own It!”
Questions?
State Contact for follow-up:
Racquel Robinson
Phone: 404.232.3180
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