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UI Integrity / Improper Payments Joint Federal/State Task Force

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UI Integrity / Improper Payments Joint Federal/State Task Force. State Presentation: INDIANA. October 14, 2011. Areas of National Focus:. Benefit Year Earnings (BYE): Root Causes Identified: Agency Causes Auto cancel of some ES issues

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UI Integrity / Improper PaymentsJoint Federal/State Task Force

State Presentation:

INDIANA

October 14, 2011

areas of national focus
Areas of National Focus:
  • Benefit Year Earnings (BYE):

Root Causes Identified:

    • Agency Causes
      • Auto cancel of some ES issues
      • Agency currently cross matches only against the state directory of new hires and does not cross reference all claims against NDNH
    • Claimant Causes
      • Claimant fails to update return-to-work status
    • Employer Causes
      • Employers fail to report new hires though New

Hire Database

areas of national focus1
Areas of National Focus:
  • Benefit Year Earnings (BYE):

Planned action(s) to address:

    • Discontinue auto cancel of all ES issues
    • Create script/procedures for ES adjudication
    • Instantly run claims through NDNH

Principal milestones:

    • On or before 1st Quarter 2012
    • On or before 1st Quarter 2012
    • Launch or new CORE computer system in

4th Quarter of 2011

3

areas of national focus2
Areas of National Focus:
  • Separations (SEPs):

Root Causes Identified:

    • Agency Causes
      • High turnover has left the agency with inexperienced adjudication staff
      • Need for increased number of subject matter experts
    • Claimant Causes
      • Incorrect entries of separating base period employer
      • Confusion as to fact finding questions on agency requests for information
    • Employer Causes
      • Employer fails to provide sufficient information

4

areas of national focus3
Areas of National Focus:
  • Separations:
    • Planned action(s) to address:
      • Create positions for quality experts at management level
      • Create web-based training for new hires and current staff who do not meet acceptable quality standards
      • Review claims filing questions and edit as necessary for better clarity and ease of understanding
      • Transfer NDNH information to drop down boxes
      • Continue to improve ease of communications from employers with the agency

5

areas of national focus4
Areas of National Focus:
  • Separations (cont.):
    • Principal milestones:
      • Training and personnel enhancements to be addressed in the 4th Quarter of 2011
      • Question revisions and NDNH transfer to take place in 1st Quarter of 2012
      • Improve and enhance communication of separation information between the agency and employers

6

areas of national focus5
Areas of National Focus:
  • Work Search Issues:

Root Causes Identified:

    • Claimant Causes
      • Lack of knowledge of work search Requirements
    • Agency Causes
      • Voucher submission allowed with less than 3 WS entries, as required by rule

7

areas of national focus6
Areas of National Focus:
  • Work Search Issues :
    • Planned action(s) to address:
      • Policy to provide warning in the first week to non-compliant claimants
      • Manual adjudication of each WS each week following a warning
      • System defaults that would not allow voucher completion with less than 3 WS
    • Principal milestones:
      • 1st Quarter of 2012
      • 1st Quarter of 2012
      • Mid 2012

8

state specific issues
State-Specific Issues
  • ES Registration
    • Root cause(s) identified:
      • Complicated/Cumbersome process for completing and posting resume as required by current agency policy
    • Planned action(s) to address issue
      • Revise policy to allow less cumbersome registration
      • Reduce and reorganize steps to streamline resume building process
    • Principle milestones
      • Policy change could happen as early as 1st Quarter of 2012
      • System changes would happen no earlier than the 2nd Quarter of 2012
everybody owns integrity
Everybody Owns Integrity
  • Strategies to Support Owning UI Integrity:
    • Encourage every staff member who works on or near UI claims:
      • To be provide exceptional customer service to claimants
      • Take an interest in meeting agency goals
      • To take ownership of integrity
    • Maintain management oversight with a focus on quality
      • So often the focus on timeliness results in pressure to take shortcuts that impact quality and integrity
communications
Communications
  • Communications Strategies:
    • To claimants
      • Improve customer awareness
      • Promote benefits of using Indiana Career Connect (ICC)
      • Target communications on requirements where integrity is a problem, especially BYE and Work Search issues
    • To employers
      • Encourage participation in the adjudication process
      • Inform employers of requirements for reporting new hires
      • Encourage use of Employer Self Service (ESS)
communications1
Communications
  • Communications Strategies, Continued:
    • To state UI staff
      • Take ownership of issue determinations
      • Share BAM and BTQ data across all UI units
    • To the public
      • Provide feedback to help us improve services
      • Discourage fraudulent behavior
summary and q a
Summary and Q&A

“Integrity: Own It!”

  • Questions?
  • State Contact for follow-up:

Joshua Richardson: [email protected]

Phone: 317/232-4259

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