UI · Withdrawal of Invalid Claim (WIC2) Interstate Handbook (HAND) State Identification Inquiry (SID) Interstate Inquiry (IBIQ) Interstate Connection (ICON) Section 1: Procedures,

Section 1: Procedures, Policies, and Confidentiality — June 2016, Version 2.0 | 1

Unemployment Insurance (UI) Benefit Operations Self-Assessment Tool: Intake–Initial Claims

REVIEW PERIOD: Begins Ends

Unless otherwise noted, all questions are applicable to the review period.

Enter your state’s first payment promptness scores for each quarter of the review period.

Link to UI PERFORMS ALPs/Performance Criteria: Acceptable Level of Performance

1. First Payment Promptness(Acceptable Level of Performance = 87%)1st Quarter: % 2nd Quarter: % 3rd Quarter: % 4th Quarter: %

2. First Payment Promptness - Interstate(Acceptable Level of Performance = 70%)1st Quarter: % 2nd Quarter: % 3rd Quarter: % 4th Quarter: %

UIUnemployment Insurance (UI) Benefit Operations

Self-Assessment Tool:

Intake-Initial Claims

http://www.ows.doleta.gov/unemploy/pdf/Core_Measures.pdf



SECTION 1: Procedures, Policies, and ConfidentialityResources may include manuals, handbooks, including ET Handbook No. 392, desk aids, computer help screens, training guides, organized collections of procedures or policies, or other readily accessible instructions that can help staff do their work correctly. Instructions will normally include general information such as compilations of relevant laws and regulations, as well as detailed instructions for carrying out individual jobs in the agency. Reviewers may need to look in many places to examine all relevant instructions.

1. Doesthestatehavewrittenpoliciesandproceduresforfilinginitialclaims?

1a.Ifyes,werethepoliciesandproceduresupdatedormodifiedduringthereviewperiod?

1b.DoesthestatetakeitsownInterstateLiableclaims(e.g.,remotefilingbyphoneorInternet)?

2. Howarepoliciesandproceduresfortakinginitialclaimsmadeavailabletostaff?(check all that apply) Online Hard-copy handbook Training materials Other (explain)

2a.Areallformatsconsistentandup-to-date?

http://wdr.doleta.gov/directives/corr_doc.cfm?DOCN=2137



2b. What practices does the state utilize to ensure all formats are consistent and up-to-date?

3. Were there any law changes during the review period that affected the state’s initial claims policiesand procedures?

3a. If yes, what law changes did the state implement, when were these changes implemented, and what was the effect on the state’s initial claims policies and procedures?

3b. If yes, have the state’s policies, procedures, and training materials been updated to reflect these changes?

3c. If no (to question 3b), explain.

4. Were there any organizational changes during the review period that affected the state’s initial claimspolicies and procedures?



4a. If yes, what organizational changes did the state implement, when were these changes implemented, and what was the effect on the state’s initial claims policies and procedures?



5. Were there any automation or technology upgrades or releases during the review period that affectedthe state’s initial claims policies and procedures?

5a. If yes, what automation or technology upgrades did the state make and when were they implemented?





6. Does the state have policies and procedures for determining the effective date of an initial claimrelative to the filing date?

7. Does the state’s policy allow backdating of initial claims?

7a. If yes, does the state periodically review a sampling of initial claims for which requests for backdating have been approved to ensure the policies are being properly applied?

7b. What problems, if any, has the state identified through these reviews and how have the problem areas been addressed?

7c. Does the state have policies and procedures in place to backdate a liable state claim when an invalid Interstate Benefits (IB) initial claim was processed?

8. Do the state’s policies and procedures provide staff definitions of initial claim types, i.e., regular UI,UCFE, UCX, CWC (including explanation of filing options), and Interstate claims?



9. Do the policies and procedures cover the collection of information about any dependent(s) andcalculation of the allowance, if the state pays dependents’ allowances?

10. Does the state allow a claimant to sign up for voluntary withholding for Federal and/or state income taxduring the initial claim process?

11. Do the state’s policies and procedures conform to the child support intercept requirements of Section303(e)(2)(A)(iii)(III) of the Social Security Act?

12. Do the state’s policies and procedures provide for obtaining a claimant’s authorization for work witheach initial claim if they are not a U.S. citizen?

13. Do the state’s policies and procedures provide for the verification of a claimant’s authorization forwork with each initial claim if they are not a U.S. citizen?

13a. If the claimant is authorized for work, is information about their alien status documented forfuture reference?

14. For the following claims filing methods, check all identity verification methods used to verify theclaimant’s identity when filing initial claims. (check all that apply)

*SSA – Social Security Administration**DMV – State Department of Motor Vehicles

Internet claims: SSA* DMV** Other Real-Time Batch

Telephone claims: SSA* DMV** Other Real-Time Batch

In-person claims: SSA* DMV** Other Real-Time Batch

Question 14 check boxes continue on next page

http://www.ssa.gov/OP_Home/ssact/title03/0303.htm



Mass layoff or employer filed claims: SSA* DMV** Other Real-Time Batch

Other claim types or verification processes (explain):

SSA* DMV** Other Real-Time Batch

15. Does the state’s law require that the claimant serve a waiting period before benefit payments can begin?

15a. If yes, is this reflected in the state’s policies and procedures?

16. Do the state’s policies and procedures provide staff guidance regarding the identification of the following issues that may affect a claimant’s eligibility for benefits? (check all that apply)

Discharge Voluntary Quit Leave of Absence Educational institution employment Professional athletes Labor dispute Pension School attendance Worker’s Compensation Corporate Officers Able and Available issues Job referral / Job refusal Self-employment Disability payments Holiday, vacation and severance pay reporting Active search for work Failure to report/contact the agency, as directed



17. Do the state’s policies and procedures address required information that claimants must receive as part of their Benefit Rights Information when filing an initial claim?

17a. If yes, does the claimant need to acknowledge receipt of the Benefits Rights Information when filing the initial claim?

17b. What information is included in the Benefits Rights Information? (check all that apply)

Work registration requirements, including exemption for union members and job-attached claimants, if applicable

Able and available requirements Work search requirements, including exemptions, if applicable How to file continued claims

Internet claims, if available Telephone claims, if available Paper claims, if required

How to file an appeal of a Monetary Determination How separation fact-finding interviews will be scheduled, if applicable

Importance of participating in fact-finding interviews (if applicable) and appeal hearings (if applicable)

How to get claim status information Determination notices that will be mailed to the claimant Refusal of suitable work Confidentiality requirements — i.e., information pertaining to the claim will only be released to the party that provided the information

How to report work and earnings Consequences and penalties for committing fraud Instructions for issuing and using UI debit card Direct deposit information Taxation of UI Benefits

18. Do the state’s policies and procedures regarding providing services to claimants comply with Federal Equal Employment Opportunity laws and regulations in accordance with 29 CFR Part 31 and 29 CFR Part 32?

http://www.ecfr.gov/cgi-bin/text-idx?SID=b35fb6949a7f724bca31159642d45d7f&node=pt29.1.31&rgn=div5http://www.ecfr.gov/cgi-bin/text-idx?SID=b35fb6949a7f724bca31159642d45d7f&node=pt29.1.32&rgn=div5



18a. If not, in what area(s) do the state’s policies and procedures fail to meet these requirements?

19. If the state takes initial claims in-person, does the state require claimants to present proof of identity before processing the initial claim?

19a. If no, explain.

20. Do the state’s policies and procedures address the use of the following systems, as needed? (check all that apply)

Interstate Benefit Withdrawal of Invalid Claim (IBWI) Withdrawal of Invalid Claim (WIC2) Interstate Handbook (HAND) State Identification Inquiry (SID) Interstate Inquiry (IBIQ) Interstate Connection (ICON)



21. If out-of-state wages have been identified (through the State Identification Inquiry (SID) and Interstate Inquiry (IBIQ) applications in the Interstate Connection (ICON) system) that do not appear to belong to the claimant, what action(s) does the state take to resolve the issue?

22. What unit/position is responsible for maintaining and making updates to the state’s section of the HAND application?

22a. Is the state’s information in HAND up-to-date?

23. Do the state’s policies and procedures provide for the confidentiality of UI claims records in accordance with 20 CFR 603.5?

23a. If yes, how does the state monitor its practices to ensure compliance with the policies and procedures?

http://www.ecfr.gov/cgi-bin/text-idx?SID=b35fb6949a7f724bca31159642d45d7f&node=pt20.3.603&rgn=div5



24. Does the state have procedures to inform claimants that confidential information provided for the UI claim may be requested and utilized for other governmental purposes, including verification of eligibility under other governmental programs, in accordance with 20 CFR 603.11?

24a. If yes, how and when is this information provided to the claimant?

25. Does the state have procedures to inform employers that wage information and other confidential information provided relating to an unemployment compensation claim may be requested and utilized for other governmental purposes, including verification of an individual’s eligibility for other governmental programs in accordance with 20 CFR 603.11?

25a. If yes, how and when is this information provided to employers?

http://www.gpo.gov/fdsys/pkg/CFR-2012-title20-vol3/xml/CFR-2012-title20-vol3-part603.xml#seqnum603.11http://www.gpo.gov/fdsys/pkg/CFR-2012-title20-vol3/xml/CFR-2012-title20-vol3-part603.xml#seqnum603.11



26. Do the state’s policies and procedures for taking the following initial claims differ from policies and procedures for taking initial intrastate claims?

Interstate:

If yes, explain.

Unemployment Compensation for Federal Employees (UCFE):

If yes, explain.

Unemployment Compensation for Ex-Servicemembers (UCX):

If yes, explain.

Question 26 continues on next page



Disaster Unemployment Assistance:

If yes, explain.

Trade Readjustment Allowances:

If yes, explain.

Short-Time Compensation:

If yes, explain.



27. Does the state use an automation system for all phases of the Monetary Determination process?

27a. If no, what processes are not automated? (check all that apply) Establishing Benefit Year Determining Base Period Alternate Base Period Weekly Benefit Amount (WBA) calculation Maximum Benefit Amount (MBA) calculation Dependence Allowance calculation Monetary redeterminations Wage deletion – insufficient requalifying wages for a second benefit year Cancellation of wages –between term school wages Cancellation of wages – between term professional athlete wages TRA (basic, additional, and completion) Alternative Trade Adjustment Assistance (ATAA) Reemployment Trade Adjustment Assistance (RTAA) Extended benefits Other (explain)

28. Indicate whether the written Monetary Determination displays information and/or provides an explanation for the following. (check all that apply)

Claimant Identification Base Period Weekly Benefit Amount (WBA) Maximum Benefit Amount (MBA) Earned wage credits Employer(s) name Explanation of information on determination Procedures for Monetary Redeterminations Appeal rights




Requalifying earnings for subsequent benefit years Other (explain)

29. Does the written Monetary Determination explain that any possible pending wages or additional baseperiod wages received or identified may be added to the determination?


30. If a Nonmonetary Determination is issued that results in the cancellation of wages, is a new MonetaryDetermination mailed to the claimant?

30a. If yes, is this process for a Monetary Redetermination completed automatically by the Monetary Determination system?

31. Does the Monetary Determination contain specific instructions the claimant must follow to request aMonetary Redetermination or to dispute or appeal the Monetary Determination?



31a. What are the procedures for handling a dispute of missing or incorrect wages?

31b. Are there written procedures for handling missing or disputed wages that were transferred from another state?

32. Does the state have policies and procedures in place for timely implementation when there is anadjustment to the maximum and/or minimum weekly benefit amount(s) available in the state?

32a. If yes, do the procedures include any of the following actions? (check all that apply) Programming changes Notification to claimants Updates of claimant information, as appropriate Website updates Other (explain)

33. For confidentiality purposes, does the state truncate or otherwise conceal the social security numberwhen the Monetary Determination is mailed to the claimant?



SECTION 1: Comments

Document any issues that were identified when completing this section. This comment section may also be used to provide additional information relating to any specific question(s) in this section.

Section 2: Training — June 2016, Version 2.0 | 18


SECTION 2: TrainingManagers/employees should possess and maintain a level of expertise that enables them to accomplish their assigned duties. Training systems should be sufficient to ensure that personnel understand and perform their duties properly. When reviewing training systems, reviewers must look for formal training procedures (e.g., the training is conducted using an established schedule and using set guidelines to make judgments about the quality of work being produced). There should be procedures for identifying general and specific training needs and for delivering training as needed.

1. Does the state have a dedicated training staff or unit to deliver initial claims intake training?

2. Does the state have a formal training plan for new claims taking staff?

2a. If yes, how long is the formal training? Less than one week One to two weeks More than two weeks Other (explain)

Total training time (in hours):

3. Does the state have a “refresher” training plan to provide continuing training to initial claims staff?



3a. If yes, how often is the continuing training conducted? Monthly Quarterly Annually On an as-needed basis Other (explain)

4. How does the state agency deliver staff training? (check all that apply) Classroom setting On-the-job training Self-guided online course One-on-one training Attend Interstate Connection Network (ICON) webinars Other (explain)

5. Describe any technology or operational changes that were made during the review period that affected initial claimstaking.

5a. Were all affected staff trained on these technology or operational changes prior to implementation of the changes?



6. Describe any new laws, program implementations, policy or procedural changes that occurred during the review period that affected initial claimstaking.

6a. Were all affected staff trained on the new laws, program implementations, and policy and procedural changes prior to implementation of the changes?

7. Is there a method to obtain feedback from participants regarding the effectiveness of the training given?

7a. If yes, how is feedback obtained from participants?

8. Is there a means to obtain feedback from management staff on the effectiveness of the training, based upon staff performance following training?

8a. If yes, how is feedback obtained from management staff?



9. What means are used by the state to determine training topics and content? Call Center Performance Benefits, Timeliness, and Quality review results Benefit Accuracy Measurement results Claimant feedback/complaints Error review monitoring U.S. Department of Labor/ICON guidance State law/policy changes Supervisor feedback/input Other (explain)

10. Are all staff who take initial claims trained on how weekly and maximum benefit amounts are calculated?

11. Are all staff who take initial claims trained on the state’s monetary redetermination process?



SECTION 2: Comments


Section 3: Workload Analysis / Management Controls — June 2016, Version 2.0 | 23


SECTION 3: Workload Analysis / Management ControlsThe state’s ability to manage initial claims workloads, particularly through periods of unforeseen spikes in claims volume, is analyzed. Methods used to mitigate backlogs, when they occur, substantially affect the state’s ability to provide timely benefit payments to claimants. Reviewers will address process-improvement initiatives aimed at minimizing initial claims backlogs.

1. Does the state have a systematic method for tracking workload backlogs of initial claims?

1a. If yes, is the data collection automated?

1b. If yes, are the backlogs identified by category? (e.g., identity verification, earnings, etc.)

2. If the state tracks initial claims backlogs, how often are these reports generated? Real-time Daily Weekly Monthly Quarterly As needed N/A

3. Does the state’s system generate reports on timeliness of processing initial claims?

4. What practices does the state utilize for handling an expected or unexpected high volume of initial claims? (check all that apply)

Hire additional temporary staff Assign qualified staff from different units Overtime Adjusted work schedules, including extended and weekend hours Temporary adjustments to claims taking methods (explain)




Other (explain)

5. Did the state experience backlogs in processing initial claims during the review period?

5a. If yes, what was the cause of the initial claims backlogs? (check all that apply) Seasonal workload increases (explain)

Operational issues related to facilities, budget or staffing (explain)

Information Technology hardware or software issues (explain)

Question 5a check boxes continue on next page



Economic downturn, localized or statewide (explain)

Law or policy changes (explain)

Other (explain)

6. Does the state monitor workloads to identify potential problem areas?

6a. If yes, is this monitoring process automated or manual? Automated Manual

6b. At what levels is the state’s reporting system capable of providing performance data? (check all that apply)

Statewide Office Claimstaker

Question 6b check boxes continue on next page



Other (explain)

7. During the review period, did the state conduct any business process analysis efforts to improve initial claims taking processes and increase efficiency?

7a. If yes, what changes have been made and what was the result of those changes?

7b. If yes, have the process changes generated an increase in invalid non-monetary issues?

7c. If yes, what (if any) changes were recommended but not made?

7d. Is there a systematic review process of initial claims questions to identify and revise any that are confusing to claimants or that cause an unacceptable error rate?



SECTION 3: Comments


Section 4: Performance Management — June 2016, Version 2.0 | 28


SECTION 4: Performance ManagementThe state’s practices for monitoring program performance and compliance with Federal and state law and regulations is examined. Preparation and monitoring of corrective action plans are necessary functions to further program performance improvements.

1. Was the state required to complete a Corrective Action Plan(s)(CAP) during the review period?

1a. If yes, what performance areas required a CAP?

Core Measures: First Payment Promptness

Secretary’s Standards: First Payment Promptness: Intrastate within 14/21 First Payment Promptness: Intrastate within 35 days First Payment Promptness: Interstate within 14/21 days First Payment Promptness: Interstate within 35 days

2. If the state was required to submit CAP(s) during the review period, did the state meet its milestones for its CAP(s) during each quarter of the review period?

2a. If not, explain which milestones were not met and why.

3. If the state has submitted multi-year CAP(s), identify the areas covered by the multi-year CAP(s).



3a. What progress has the state made in addressing the issue(s) that resulted in the multi-year CAP?

4. What unit or office is responsible for monitoring UI program performance regarding its initial claimsintake operations?

4a. What method(s) are used to monitor the UI Intake operations (e.g., claims review, monitoring reports/complaints) to ensure the program is operated in accordance with Federal and state law and regulations?

5. Does the state monitor UI Intake program activity and performance in addition to monitoring set outin Federal requirements?



5a. If yes, explain what areas are monitored and the methods used.



SECTION 4: Comments


Section 5: Information Technology (IT) — June 2016, Version 2.0 | 32


SECTION 5: Information Technology (IT) The reviewer will assess the IT department’s delivery of programming and technical support to the UI Benefits Section. The reviewer will document IT projects relating to UI initial claims completed during the review period and any identified unmet IT needs. The state’s use of ICON applications will also be reviewed. Having a disaster recovery plan as well as contingency planning to implement emergency UI programs with a short lead time is vital to continued operations under extreme conditions.

1. During the review period, were there any IT projects that impacted the UI initial claims system?

1a. If yes, describe the project(s) and indicate whether completed or on-going. If on-going, what is the expected completion date (for each)?

2. During the review period, were there IT needs for the initial claims system(s) that were not met thataffected program performance?

2a. If yes, describe the IT needs that were not met, the reason they were not met, and what effect, if any, it had on the program and the state’s plan(s) to meet these needs.

3. Does the state have a disaster recovery plan that will ensure continued operations of the initial claimssystem in the event of a natural disaster or pandemic incident?



3a. If yes, has the state tested the plan, and if so, what was the date of the most recent test and results of the test?

4. What IT system(s) does the state use for taking initial claims? (check all that apply) Internet claims Interactive Voice Response (IVR) Kiosks Mainframe terminals Online assistance Other (explain)

5. Describe the measures that the UI agency has in place to ensure that only the claimant or someone authorized by the claimant can access claim information online or via phone (e.g., passwords, codes, Personal Identification Number (PIN), etc.).



6. During the review period did the state experience any issues with telecommunicating IB initial claims information to and/or from the following Interstate Connection (ICON) applications?

IB1 IB13 UI Mail SID IBIQ WIC2 LADT IB HAND commuter system IB 8606 (request for IB recovery of OP) N/A

6a. If yes, how long were the issues experienced and were they corrected?

7. Does the state have designated/dedicated ICON IT programmer(s) to correct issues and make updates to the ICON interface system?

8. Does the state have policies and procedures for the Liable/Agent Data Transfer (LADT) record to transfer records to the agent state (state of residence) from the ICON system?

9. Does the state provide IB claim data to agent states via the LADT system?

9a. If yes, has the state validated the system to ensure accurate information is transmitted?



9b. If yes, when was the last validation performed and what were the state’s findings?

10. Are all LADT reports sent (initial claims, continued claims, and commuter information) according to Federal requirements? (Reference UIPL No. 38-96, Change 2)

11. How often are the LADT files processed?

11a. During the review period, did the state experience any backlogs in processing LADT files, as the agent state?

11b. If yes, explain.

11c. Is the state current in its processing of LADT files?

http://workforcesecurity.doleta.gov/dmstree/uipl/uipl96/uipl_3896c2.htm



11d. If no, explain.

12. Does the system provide a Predetermination/Pseudo-Monetary Determination for claimants at the time that the claim is filed?

12a. If yes, what information is provided to the claimant during the filing of the initial claim or inquiry calls?

13. Does a new initial claim generate a notice of claim filed to all base period employers?


14. Does the IT system track all benefit balances as payments or payment offsets occur?



SECTION 5: Comments


Section 6: Claimant / Employer Access & Communication — June 2016, Version 2.0 | 38


SECTION 6: Claimant / Employer Access & CommunicationThe reviewer will provide information regarding the methods used by the state for taking initial claims and for publicizing the methods available to ensure claimants are aware of their claim-filing options.States need to maintain compliance with requirements set forth in Federal law. Claim-filing systems should be user-friendly, customer-facing systems and integrated operating systems to provide the best customer experience and efficient operations.

1. What method(s) does the state use for initial claims taking? (check all that apply) Internet Telephone In-person Mail Other (explain)

1a. Indicate the percentage of initial claims filed by each of the following methods if used in the state. (indicate N/A or 0% if not used)

Internet: %

Telephone: %

In-person: %

Mail: %

Other (explain):

%



1b. Indicate how each of the state’s filing methods are publicized so that claimants are made aware of them. (check all that apply for each filing method)

Internet: Website Posters in Job Centers Media Rapid Response Meetings Other (explain)

N/A

Telephone: Website Posters in Job Centers Media Rapid Response Meetings Other (explain)

N/A

In-person: Website Posters in Job Centers Media




Rapid Response Meetings Other (explain)

N/A

Mail: Website Posters in Job Centers Media Rapid Response Meetings Other (explain)

N/A




Other: Website Posters in Job Centers Media Rapid Response Meetings Other (explain)

Other: Website Posters in Job Centers Media Rapid Response Meetings Other (explain)



2. What resources are available to a claimant to file an initial claim? (check all that apply)

Internet: Workforce/One-Stop Centers Kiosks Other (explain)

N/A

Telephone: Workforce/One-Stop Centers Other (explain)

N/A

In-person: Workforce/One-Stop Centers Kiosks Other (explain)

N/A



3. What types of assistance is available to aid claimants in filing a claim for each claim filing method available? (check all that apply for each filing method)

Internet: Online tutorials Help screens Hyperlinks to FAQs Online chat with staff Other (explain)

N/A

Telephone: Staff assisted FAQ Menu Other (explain)

N/A

In-person: Staff assisted Brochures/pamphlets Other (explain)

N/A



4. How are forms obtained when claims are filed using the following methods? (check all that apply for each filing method)

Internet: Mail Email Other (explain)

N/A

Telephone: Mail Email Other (explain)

N/A

In-person: In-person Mail Email Other (explain)

N/A



4a. Does the state make it a practice to advise claimants not to include personally identifiable information in emailed documents?

5. How are forms provided to claimants and employers to complete for claims filed using the following methods? (check all that apply)

Internet: Downloadable forms Online web form Mailed Other (explain)

Other (explain)

N/A

Telephone: Downloadable forms Online web form Mailed




Other (explain)

Other (explain)

N/A

In-person: Online web form Handouts Other (explain)




Other (explain)

N/A

Mail: Mailed Other (explain)

Other (explain)

N/A

6. How is the Benefits Rights Information provided to claimants for the following claim filing methods?(check all that apply for each method)

Internet: Electronic certification (web) Telephone/IVR certification Verbal by claimstaker Mailed




Other (explain)

N/A

Telephone: Telephone/IVR certification Verbal by claimstaker Mailed Other (explain)

N/A

In-person: Verbal by claimstaker Printed handout Signed BRI Mailed Other (explain)

N/A




Mail: Verbal by claimstaker Mailed Other (explain)

N/A

7. Indicate the claim types and self-service options the state offers for the filing methods used and for other claims activities. (check all that apply)

Internet: Initial Claims Continued Claims Claim Status Address Change Forms Download Benefit Rights Information Other (explain)

N/A

Telephone: Initial Claims Continued Claims Claim Status Address Change Forms Download




Benefit Rights Information Other (explain)

N/A

In-person: Initial Claims Continued Claims Claim Status Address Change Forms Download Benefit Rights Information Other (explain)

N/A



8. Indicate the security procedures in place for each of the claim-filing methods used to validate an addresschange request and verify the requestor’s identity to ensure that only authorized changes are made.

Internet:

Telephone:

In-person:

Mail:



SECTION 6: Comments


Section 7: Operational Efficiency / Resource Allocation — June 2016, Version 2.0 | 53


SECTION 7: Operational Efficiency / Resource AllocationThe reviewer will examine various initial claims processes and assess efficiencies and automation that the state has employed to improve performance and provide better services to its customers.

1. Does the state review uncontested Lack of Work initial claims at any stage of claim processing?

1a. If yes, which filing methods and what aspects of the lack of work claims are being reviewed?

1b. What problems has the state identified that necessitate the review of these claims and how have the problem areas been addressed?

2. Are there methods in place to pursue missing or inaccurate base period wages (e.g., wage investigations,assignments to monetary wage, or employer services staff)?

3. If the state takes initial claims via the Internet, do any claim types require staff review or interventionbefore the claim is processed?



3a. If yes, what claim types?

3b. How often are the initial claims sampled?

4. If the state takes initial claims through an Interactive Voice Response (IVR) telephone claims system,are any initial claim types, including additional and reopen claims, processed without humanintervention?

4a. If yes, what claim types?



5. What is the state’s ratio of management staff to front-line staff in their telephone claims office/callcenter?

6. Is the initial claims system operated on a single computer platform?

6a. If multiple platforms are in use, is there seamless integration between the systems being used?

7. How does the state handle supporting evidence that is sent in as hard-copy forms and documents? They are kept and archived as hard-copy forms They are imaged and stored as electronic forms/data Other (explain)

8. Does the state have a section or unit that only responds to inquiry calls?

8a. If yes, how many staff members are assigned to this section/unit?

9. Does the state track the most common reasons for inquiry calls?

9a. Does the state regularly review inquiry call information to identify opportunities for program or process improvements that can help reduce call volume?



9b. If yes, what steps has the state taken, what have the results been, and how are the improvements being measured?

10. Does the state use statistics (talk time or other data) to determine the efficiency of the initial claimstaking process?

10a. If yes, what statistics are used and how often are they reviewed?

11. Does the state utilize customer surveys or focus groups to gather input on the initial claims operationsto identify efficiencies or operational improvements that could be made?

11a. If yes, indicate which are used. Surveys Focus groups

12. Does the state have any type of monetary determinations that must be issued manually?

12a. If yes, what initial claims or monetary determination processes require manual processing? (check all that apply)

Disaster Unemployment Assistance Trade Readjustment Allowances (TRA) Alternative Trade Adjustment Assistance (ATAA) Reemployment Trade Adjustment Assistance (RTAA) Extended Benefits

Question 12a check boxes continue on next page



Fraud redeterminations Between term school wages Between term professional athlete wages Gross misconduct wage removal Other (explain)



SECTION 7: Comments


Section 8: Staffing — June 2016, Version 2.0 | 59


SECTION 8: StaffingStaffing levels and organizational changes all can affect the state’s ability to manage its initial claims workload and meet first payment promptness standards.

1. What is the percentage of state staff that is allotted (FTE allocation) for initial claims? %

2. Does initial claims staff conduct any fact-finding?

3. Does initial claims staff adjudicate any issues?

4. How many FTEs were budgeted for initial claims during the review period?

5. How many FTEs, on average, were dedicated to initial claims during the review period?

6. Did personnel actions occur that impacted staffing levels of initial claims staff during the reviewperiod? (check all that apply)

Hiring freeze(s) Temporary or permanent staff reductions Retirement/buyouts Other (explain)

N/A



6a. If the state implemented a hiring freeze, when did it occur and how long did it last?

6b. If the state underwent temporary or permanent staff reductions how many claims center staff were affected, when did the action occur, and how long did it last?

6c. If the state experienced retirements in its claims centers or had a retirement buyout during the review period, provide the number of claimstaking staff that left due to retirement.

6d. What percentage of the overall claimstaking staff was lost as a result of temporary or permanent staff reductions and/or retirements? %

6e. If the state experienced turnover, what percentage of the claimstaking positions remain vacant? %



7. Have there been any UI staffing/unit reorganizations for initial claims during the review period?

7a. If yes, was there any net effect on workloads?

7b. If yes (to question 7a), explain.



SECTION 8: Comments


Section 9: Concluding Summary Comments for Intake-Initial Claims — June 2016, Version 2.0 | 63


SECTION 9: Concluding Summary Comments for Intake-Initial Claims

For the following sets of questions, consider the overall operations of Intake of Initial Claims. This is an opportunity to identify successful practices and/or any needed corrective action measures along with any other general comments or observations concerning this functional area of UI Benefits. Additional space for comments and reviewer notes is available on pages 66 and 67.

1. Provide any observations of good and/or exemplary performance in the state’s initial claims taking policies, procedures, or operations that would constitute successful practices to share with other states.



2. Document any issues detected in initial claims taking that adversely affects the state’s performance, its ability to meet performance standards/measures, or customer service. Identify any corrective action measures that should be taken to improve the state’s performance in regards to any weaknesses identified



3. Add any additional comments, concerns, or observations regarding the state’s performance or operations in this area that have not been addressed elsewhere and should be noted.

Additional Comments and Reviewer Notes — June 2016, Version 2.0 | 66


Additional Comments and Reviewer Notes:

Additional Comments and Reviewer Notes — June 2016, Version 2.0 | 67


Reviewer Information — June 2016, Version 2.0 | 68


Reviewer Information:

REVIEWER

Name:

Title:

Email:

Phone No.:

ADDITIONAL REVIEW TEAM MEMBER

Name:

Title:

Email:

Phone No.:

Review Begins-Date 2: Review Ends-Date 2: IntroQ11stQTxt1: IntroQ12ndQTxt2: IntroQ13rdQTxt3: IntroQ11stQTxt4: IntroQ21stQTxt1: IntroQ22ndQTxt2: IntroQ23rdQTxt3: IntroQ21stQTxt4: Sec1Q2bTxt : Sec1Q3YesNo : [Select Answer]Sec1Q3aTxt: Sec1Q3bYesNo N/A: [Select Answer]Sec1Q3cTxt: Sec1Q4YesNo : [Select Answer]Sec1Q4aTxt : Sec1Q4bYesNoN/A: [Select Answer]Sec1Q4cTxt: Sec1Q5YesNo : [Select Answer]Sec1Q5aTxt : Sec1Q5bYesNoN/A : [Select Answer]Sec1Q5cTxt: Sec1Q6YesNo : [Select Answer]Sec1Q7YesNo : [Select Answer]Sec1Q7aYesNoN/A: [Select Answer]Sec1Q7bTxt: Sec1Q7cYesNo: [Select Answer]Sec1Q8YesNo: [Select Answer]Sec1Q9YesNoN/A: [Select Answer]Sec1Q10YesNo: [Select Answer]Sec1Q11YesNo : [Select Answer]Sec1Q12YesNo: [Select Answer]Sec1Q13YesNo: [Select Answer]Sec1Q13aYesNo: [Select Answer]Sec1Q14InternetCk1: OffSec1Q14InternetCk2: OffSec1Q14InternetCk3: OffSec1Q14InternetCk4: OffSec1Q14InternetCk5: OffSec1Q14TelephoneCk1: OffSec1Q14TelephoneCk2: OffSec1Q14TelephoneCk3: OffSec1Q14TelephoneCk4: 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Sec7Comments: Sec8Q1Txt: Sec8Q2YesNo : [Select Answer]Sec8Q3YesNo : [Select Answer]Sec8Q4Txt: Sec8Q5Txt: Sec8Q6Ck1: OffSec8Q6Ck2: OffSec8Q6Ck3: OffSec8Q6Ck4: OffSec8Q6Ck4Txt: Sec8Q6Ck5: OffSec8Q6aTxt: Sec8Q6bTxt: Sec8Q6cTxt: Sec8Q6dTxt: Sec8Q6eTxt: Sec8Q7YesNo: [Select Answer]Sec8Q7aYesNo: [Select Answer]Sec8Q7bTxt: Sec8Comments: Sec9Q1txt: Sec9Q2txt: Sec9Q3txt: AdditionalCommentsTxt1: AdditionalCommentsTxt2: Reviewer1Name : Reviewer1Title : Reviewer1Email : Reviewer1PhoneNumber : Reviewer2Name : Reviewer2Title : Reviewer2Email : Reviewer2PhoneNumber : Sec1Q1YesNo: [Select Answer]Sec1Q1aYesNoN/A: [Select Answer]Sec1Q1bYesNo : [Select Answer]Sec1Q2Ck1: OffSec1Q2Ck2: OffSec1Q2Ck3: OffSec1Q2Ck4: OffSec1Q2Ck4Txt: Sec1Q2aYesNoN/A: [Select Answer]

Documents

UI · Withdrawal of Invalid Claim (WIC2) Interstate Handbook (HAND) State Identification Inquiry (SID) Interstate Inquiry (IBIQ) Interstate Connection (ICON) Section 1: Procedures,