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UI Integrity / Improper Payments Joint Federal/State Task Force. State Presentation: NORTH DAKOTA. October 18 , 2011. Areas of National Focus:. Benefit Year Earnings (BYE): Root Causes Identified: Agency Causes Insufficient resources Claimant Causes Unreported/Under Reported Earnings

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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

UI Integrity / Improper PaymentsJoint Federal/State Task Force

State Presentation:

NORTH DAKOTA

October 18, 2011


Areas of national focus

Areas of National Focus:

  • Benefit Year Earnings (BYE):

    Root Causes Identified:

    • Agency Causes

      • Insufficient resources

    • Claimant Causes

      • Unreported/Under Reported Earnings

      • Misunderstanding as to how and when to report

      • Untimely responses to inquiries

    • Employer Causes

      • Wrong period reported

      • Incorrect reporting of employee information

      • Untimely responses to inquiries


Areas of national focus1

Areas of National Focus:

  • Benefit Year Earnings (BYE):

    Planned action(s) to address:

    • Increase education to claimants and employers

    • Modify existing processes to increase clarity to external customers

    • Rewrite Interactive Voice Response (IVR) System

    • Improve methods to acquire information more timely

    • Converse with DOL regarding increased access to NDNH data warehouse

    • Apply for funding to receive and create effective tools (ie: trend reports)

3


Areas of national focus2

Areas of National Focus:

  • Benefit Year Earnings (BYE):

    Principal milestones:

    • Implement Updated Interactive Voice Response (IVR) System

    • Create measuring and reporting tools

    • Analysis of data to determine patterns

    • Increased access to NDNH data warehouse

      The resulting milestones listed above will be integrated into continuous improvement plans, activities and presentations

4


Areas of national focus3

Areas of National Focus:

  • Separations (SEPs):

    Root Causes Identified:

    • Agency Causes

      • Timely establishment of issues

      • Insufficient fact finding

      • Reversals / remands of initial determinations

    • Claimant Causes

      • Misrepresentation of facts

      • Incomplete/missing information

      • Untimely responses

      • Misunderstanding of direction

    • Employer Causes

      • Incomplete/missing information

      • Untimely or no responses

5


Areas of national focus4

Areas of National Focus:

  • Separations:

    • Planned action(s) to address:

      • Enhance employer web application for notice of claim response(s) as IT and agency resources allow

      • Increase education methods to employers/claimants

      • Continued training of staff

      • Implement system edit checks for inconsistency in reporting

      • Implement SIDES

6


Areas of national focus5

Areas of National Focus:

  • Separations:

    • Principal milestones:

      • Implementation of IVR updates

      • Implementation of SIDES

      • Implementation of internal & external reporting tools

      • Sufficiently informed external customers

7


Areas of national focus6

Areas of National Focus:

  • Work Search Issues:

    Root Causes Identified:

    • Agency Causes

      • Work search indicator improperly set

      • Lack of valid work search verification (Resolved)

    • Claimant Causes

      • Misunderstanding of a valid work search

      • Improperly reporting work searches

      • Inadequate work search information

8


Areas of national focus7

Areas of National Focus:

  • Work Search Issues :

    • Planned action(s) to address:

      • Implement timely work search verification process (Completed)

      • Increase communication to claimant on the definition of a valid work search

9


Areas of national focus8

Areas of National Focus:

  • Work Search Issues :

    • Principal milestones:

      • Implementation of IVR updates

      • Decrease in work search issues

10


Everybody owns integrity

Everybody Owns Integrity

  • Strategies to Support Owning UI Integrity:

    • Encourage every staff member

      • Create integrity task force

      • Invite communication between departments and units

      • Encourage staff to provide feedback


Everybody owns integrity1

Everybody Owns Integrity

  • Strategies to Support Owning UI Integrity:

    • Develop processes

      • Increase tracking systems

      • Increase analysis of data

      • Prioritize IT resources


Everybody owns integrity2

Everybody Owns Integrity

  • Strategies to Support Owning UI Integrity:

    • Maintain management oversight

      • Provide progress reports

      • Enhance partnerships with Workforce Administration, local offices, and external agencies

      • Continuous Improvement philosophy and planning


Communications

Communications

  • Communications Strategies:

    • To claimants and employers

      • Increase electronic media communication methods

      • Improve existing communication methods

      • Provide frequent reminders

      • Clarify verbal and written direction self-help tools

      • Educate and remind employers of cost control benefits associated with accurate and timely reporting / responses


Communications1

Communications

  • Communications Strategies, Continued:

    • To state UI staff

      • Provide periodic feedback meetings

      • Provide progress reports

      • Training of UI staff

      • Integrate integrity initiative with staff performance measures

    • To the public

      • Newsletters

      • Claimant Guide / Employer Guide updates and website updates

      • Self help tutorials

      • Public forums

      • Provide periodic updates to JSND Advisory Council


Oh and you gotta see this

Oh, and…You Gotta See This!

  • Killer App: Separation Category

    • Description of Issue – Increase the quality and timeliness of communication between the agency and our employers while streamlining the process to reduce costs

      • Add the following functionality to JSND employer internet application

        • Employers can elect to receive electronic notification / reminders of items that need their attention

          • Separation information – fact finding letters

          • Cross match inquires

          • Work search verifications

          • Quarterly wage / payment reporting

          • Tax due notification

          • Delinquent report / credit / debit notifications

        • Employers not utilizing SIDES can respond online to fact finding letters

        • Provide online “to do” calendar of task due dates

          • Provide hyperlinks to documents or reporting tools requiring action


Killer app

Killer App

  • Description of Solution:

    • Enhance our current employer internet application to incorporate items listed on the previous slide.

  • Anticipated Results:

    • Electronic notification / reminders are expected to reduce the rate of appeal reversals by increasing the quality of responses as well as the rate of response

      • Reminders can be sent to an e-mail address or as text to a cell phone.

    • A reduction in employer and agency cost through reduced postage, consumables, and staff time

      • Bonus - Additional costs reductions for employer and JSND as any correspondence can be sent electronically.


Killer app1

Killer App

  • Anticipated Results Cont’d

    • Online responses will improve the timeliness and quality of information received

      • Questions can be marked as mandatory, with edits requiring completion

      • Responses would be sent real time to the issue management system used by adjudication staff

    • Visual “to do” list provides a monthly view by day listing all tasks (with links) that an employer needs to complete

      • The “to do” view is expected to increase employer understanding of requirements as well as provide for better response rates and timeliness


Killer app2

Killer App

  • Anticipated Results Cont’d

    • Allowing employers to respond to cross match and work search verification inquiries online is expected to:

      • Result in a higher response rate

      • Better quality response

      • More timely response

      • Future ability to integrate the response with ourbenefits system

        • Automatically set issues and send appropriate fact finding inquiries


Oh and you gotta see this1

Oh, and…You Gotta See This!

  • Killer App:

    • Cost / Benefit explanation:

      • Many of these enhancements would result in an increase in the timeliness of issue detection with enhanced quality responses

      • Real time online response capability coupled with electronic notification is expected to result in:

        • Increased response rates

        • More timely issue detection

        • Improved quality responses

        • Less manual intervention by staff

      • Online responses do not require staff intervention

        • Response is sent directly to the issue management system and EDMS system

        • Result is a decrease in administrative time / costs due to the streamlining

      • All of these enhancements work together to improve the integrity of the UI program, both by minimizing overpayments and by lowering administration costs


Summary and q a

Summary and Q&A

“Integrity: Own It!”

  • Questions?

  • State Contact for follow-up:

    Patrick Brown: [email protected]

    Phone: 701/328-1680


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