State Presentation:

VIRGINIAVIRGINIA

October 14, 2011

Separations (SEPs): Root Causes Identified:

Agency Causes Communication Deficiencies / Internal and External Liable Employer Identification Adjudication Errors Insufficient Education & Accountability Measures

Claimant Causes Errors and Omissions in Reporting

Employer Causes Separation Information Quality & Timeliness

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Separations:

Planned action(s) to address: Implement SIDES Separation module. Improve communication to employers and claimants regarding rights,

responsibilities and potential liabilities. Agency training to address data recording errors and assign staff

ownership and empowerment. Amend Employee Work Profiles to assign cultural integrity ownership. Continued training to improve adjudication quality.

Principal milestones: Target implementation of SIDES by 09/30/12. Improved communication to claimants and employers in process.

Target completion date no later than 12/31/12. Training sessions start 12/2011 and continue through 12/31/12. EWP revisions by 11/30/11. Adjudication training ongoing. Monitor and retrain as necessary.

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Benefit Year Earnings (BYE): Root Causes Identified:

Agency Causes New Hire Detection Delays Communication Deficiencies / Internal and External Education and Accountability

Claimant Causes Errors and Omissions in Reporting

Employer Causes New Hire Reporting Deficiencies

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Benefit Year Earnings (BYE):

Planned action(s) to address: Agency - Daily SDNH cross matches and contact with related claimants. Agency - Cultural shift / Integrity Ownership Employers and Claimants - Improve communication regarding rights,

responsibilities and potential liabilities.

Principal milestones: SDNH - Testing completed by 10/31/11. In production by 11/30/11. Recommendation for Employee Work Profile revisions by 10/31/11. Develop “Integrity Ownership” training by 04/01/12. Communication improvements currently in process with targeted

completion date no later than 12/31/12.

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Work Search Issues: Root Causes Identified:

Agency Causes Lack of sufficient work search verification and enforcement. Insufficient messaging to claimants prior to and upon filing for

weekly benefits. Insufficient VRS (Voice Response System) collection

parameters.

Claimant Causes Failure to read and understand reporting requirements. Failure to provide complete contact information Fraud

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Work Search Issues :

Planned action(s) to address: Addition of contract staff for work search verification.

Update systems to include strategically placed “alert messages” that a claimant must acknowledge before moving forward with the weekly claim.

Utilize media outlets to communicate work search requirements and related consequences.

Principal milestones: Target new staff trained and functioning by 12/31/11.

Improvements to the on-line claims processing system by 03/31/12.

Develop and submit recommendations for VRS improvements by 12/31/11. Implement by 03/31/12.

Develop and submit recommendations for media driven outreach efforts by 05/31/12. Implement by 09/30/12.

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Strategies to Support Owning UI Integrity:

Ownership by every staff member Management engagement to include integrity subject in every

staff meeting. Empower staff at lowest level practical to take independent

action to prevent improper payments. Promote use of Knowledge Center educational tools. Employee Recognition Program

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Communications Strategies:

To claimants Improved written and recorded messaging during initial and

continued weekly filings to include responsibilities and potential liabilities.

Develop FAQs to properly guide claimant throughout UI processes. i.e. job search and wage reporting requirements.

Utilize media outlets to inform and drive accountability. To employers

Develop FAQs to inform employers of need for quality information in a timely manner.

Tie slow response and inadequate separation information to increased operating costs.

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Communications Strategies, Continued:

To state UI staff Management engagement to include integrity subject in every staff

meeting. Empower staff at lowest level practical to take independent action to

prevent improper payments. Commissioner’s office direct communication.

To the public Utilize media outlets to promote Workforce Services and highlight

integrity issues.

To state leaders Include integrity efforts as part of the weekly communications to the

Governor’s office.

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Integrity: A Way of Life! Ongoing focus, control and correction of agency issues

Beginning with Qtr ending 12/31/11, Cross-functional task force to analyze BAM findings on Quarterly basis.

Identify top 3 “Opportunity Units” contributing to errors based on BAM findings. Develop procedures to address and correct agency errors and their root causes. Identified “Opportunity Units” are empowered to make necessary adjustments to

assure future success.

Anticipated results: Agency error resulting in improper payments to be reduced by 50% by 12/31/12. Continued improvement of 10% with each Qtr vs. same period prior year. Overall improved operational efficiency

Cost / Benefit explanation: NO COST! Less Errors = Less Improper Payments Heightened sense of integrity ownership and accountability at all agency levels Proactive training and awareness

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“Integrity: Own It!”

Questions?

State Contact for follow-up:

David Rice: david.rice@vec.virginia.gov

Phone: (804) 225-8328

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