October 14, 2011

State Presentation:

Vermont

Benefit Year Earnings (BYE): Root Causes Identified:

Agency Causes Manual Processes Delinquent Wage Cross-Match Runs

Claimant Causes Mis-Reported Earnings: Weekly Certification Filing after returning to work

Employer Causes Mis-Reported Wage Records New Hire Report Delinquencies

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Benefit Year Earnings (BYE):

Planned action(s) to address: Automation of New Hire System, Tips and Wage record

Cross-Match Timely Wage Record Cross-Matching Updates to Weekly Claim Application

Principal milestones: 06/30/12: Improve Cross-match detection timeliness 09/30/12: Implement automated detection system 04/30/12: Implement weekly filing changes

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Separations: Root Causes Identified:

Agency Causes Manual entry of separations from response forms related to wage

cross-match Staff Training Reversed Adjudications from Appeals

Claimant Causes Reported incorrect separation information when establishing claim Failure to report separation when filing weekly claim

Employer Causes Untimely receipt of separation form Lack of information received

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Separations:

Planned action(s) to address: Implementation of UI SIDES for separations Send issue-specific forms to employers based on separation

reason Provide increased staff training related to issues

Principal milestones: 06/30/12: Send Issue-specific forms to employers 09/30/12: Implement UI SIDES 01/31/13: New Training Manual done and staff trained

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Able & Available Issues: Root Causes Identified:

Agency Causes Antiquated Application System Lack of follow-up on bad addresses when filing

Claimant Causes Filing from out of the country or sometimes out of state Lack of understanding on what it means to be “Able &

Available”

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Able & Available Issues :

Planned action(s) to address: Update Claim Application to reduce errors IP Cross-Match to detect questionable filing locations Ask claimants filing with a bad address to go to resource center

for assistance and obtain good address Principal milestones:

05/31/12: Begin using IP Cross-Match Detection 10/31/12: Update Application System 04/30/13: Have claimants report to Resource Center with Bad

Address for Profiling and assistance

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Issue 1: Claimant/Employer Messaging

Root cause(s) identified: Lack of timely communications Lack of understanding on UI processes Too Much Paper!

Planned action(s) to address issue Obtain emails for all employers and retain Update filing applications to focus on simplicity Increased detailed instructions and guides

Principle milestones 09/30/12: Implement Increase messaging and awareness

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Issue 2: Issue Education

Root cause(s) identified: Lack of understanding on when to report an “issue” Confusion as to why they must report these issues

Planned action(s) to address issue Generate specific “FAQ” sheet’s to clarify various issues Make these resources available online to both employer and

claimant Principle milestones

04/30/12: Distribute FAQ sheets

Strategies to Support Owning UI Integrity:

Encourage every staff member …etc. Be aware of situations that may be an integrity issue Communicate and ask questions when unsure if there may be

an issue Continue to educate and assist Employers/Claimants

Develop processes ….etc. Training tools and resources Online application for fraud tips for all staff to use Informative updates on legislation changes and progress

Maintain management oversight…etc. Continue meeting monthly to discuss integrity issues and

opportunities to improve Report these results to upper management

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Communications Strategies:

To claimants Web Portal Updates with guides and “How-To’s” Create FAQ sheets to clarify issue types and situations Outreach and Education

To employers

FAQ sheets for specific issues

Quarterly Announcements to all employers

Outreach and Education

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Communications Strategies, Continued:

To state UI staff Emails Informative Meetings Procedures and Updates

To the public Website News Updates Resource Center Staff Training and Communication

To state leaders (Governor, state legislature, etc.) Director weekly reports Legislative changes

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Killer App: Description of Issue:

Daily Issue & Error Report for benefits system Description of Solution:

Prints out a report showing benefits system processing issues Over 50 different detection types Run daily during overnight processing of benefits system and

reviewed by UI Division staff from all areas Anticipated results:

Timeliness, accuracy, etc. improved by 30% Improper payment reduction: 20%

Benefit explanation: Gives UI the opportunity to correct issues before payments sent Reduces incorrect monetary payments due to wage errors Reduces failure to report wages when required

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“Integrity: Own It!”

Questions?

State Contact for follow-up:

Rick Steventon: rick.steventon@state.vt.us

Phone: 802-828-4209

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