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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:


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


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


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


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


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


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


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 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)


  • 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