October 28, 2011

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Benefit Year Earnings (BYE):

Root Causes Identified: Agency Causes

Internet certification process Insufficient Staff for Benefit Payment Control Wage cross match program outdated

Claimant Causes Failure to report earning accurately Weeks paid v/s weeks earned Failure to report disqualifying income

Employer Causes Failure to report new hires timely

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Benefit Year Earnings (BYE):

Planned action(s) to address Redesign Internet certification process, clarifying logic and

expanding certification questions Obtain additional Staff for BPC Redesign wage cross-match to current quarter Improve Claimant education Employer outreach program

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Benefit Year Earnings (BYE):

Principal milestones Application changes: 11-1-11 BPC Staff: temporary help October 14, 2011/permanent as

positions are made available Employer outreach: Spring 2012 Claimant education and wage cross-match: TBD

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Separations (SEPs): Root Causes Identified:

Agency Causes Attrition/New Staff Policy issues/changes Lack of program feedback Workload and funding impeded ability for periodic refresher

training

Claimant Causes Hidden separations Incorrect reason for separations Fraudulent activity

Employer Causes Failure to respond Quality of response Timeliness of response

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Separations (SEPs): Planned action(s) to address

Implement SIDES Adjudication training Improve BAM/BTQ reporting to management Conduct informal mini BTQ reviews in adjudication unit Employer outreach program

Principal milestones Modification to existing U.I. Benefits systems – March 2012 Adjudication training – 4th Quarter 2011 BAM/BTQ management reporting – 4th Quarter 2011 Mini BTQs – 1st Quarter 2012 Employer Outreach – Spring 2012

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Work Search Issues:

Not an issue in Tennessee:

Claimants are required to make a reasonable effort to secure work using their customary methods. However, Tennessee Law does not require this work search to be documented.

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Issue 1: Job Service Registration

Root cause(s) identified: Agency cause

Data was lost and common business rules were not adequate between our UI main frame and eCMATS

Planned action(s) to address issue Fix computer interface problem and insure data

standards and common business rules are

enforced.

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Issue 1: Job Service Registration

Principle milestones Manual error correction and processing of data transmittal

error records between UI and Job service data bases

– June 20,2011

Development of common business rules and data standards across interfacing systems. – March 2012

Rewrite of interface between UI mainframe and case management systems – April 1, 2012

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Issue 2: Dependent Benefits

Root cause(s) identified: Agency cause

Information requested from claimant was not clear

Planned action(s) to address issue Rewrite dependent benefits claims process and logic

Principle milestones Rewrite of dependent benefits claims

Process – November 18, 2011.

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Strategies to Support Owning UI Integrity:

Encourage every staff member to understand how their jobs connect to UI Integrity (1st Quarter 2012) Staff meetings Emails Electronic Newsletters

Develop processes that encourage staff to recommend solutions to address UI Improper payments (TBD). Emails Website

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Strategies to Support Owning UI Integrity:

Continual review of improper payments issues by UI Integrity Cross Functional Task Force Increased notification of BAM findings (12-31-11) Mini informal BTQ reviews within adjudication unit (1st

Quarter 2012) Reporting of internal QA’s and mini BTQ results (TBD)

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Communications Strategies:

To claimants Add new, more robust language in the redesign of an internet

certification process to stress the importance of reporting earnings. (11-1-11)

Create/secure claimant “information corner” that can be accessed electronically to improve communications and improve claimant education (TBD).

To employers Employer outreach program – utilizing

employer contact organizations, UI programs

and various mailings to remind employers the

importance of reporting new hires and responding to agency requests (Spring 2012)

Implementation of SIDES (March 2012)

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Communications Strategies:

To state UI staff Develop a process for reporting integrity reviews and design

a portal for employees to access UI information (TBD) Adjudication training (4th Quarter 2011) Create tutorials for adjudicators (TBD) Emails and electronic newsletters (1st Quarter 2012) Staff meetings (1st Quarter 2012)

To the public Use media and messaging campaigns

To state leaders (Governor, state legislature, etc.) Use of Legislative Liaison Commissioner

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Killer App: Partners in Success: “Integrity Matters”

Summary:

Description of Issue Centralized access for UI Education and Training

Description of Solution Intranet Portal

Anticipated Results Agency-wide awareness of program knowledge, obligations

and success!

“Integrity: Own It!”

Questions?

State Contact for follow-up:

Richard D. McHone: Richard.McHone@tn.gov

Phone: 615/253-5217

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