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Dianne Carpenter UCB Director

Dianne Carpenter UCB Director. Improve Integrity with Messaging. The Challenges. UI is a complicated program, made even more so with Internet filing, EUC & EB Gathering correct and adequate information on initial claim Providing clear direction about next steps

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Dianne Carpenter UCB Director

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  1. Dianne CarpenterUCB Director Improve Integritywith Messaging

  2. The Challenges • UI is a complicated program, made even more so with Internet filing, EUC & EB • Gathering correct and adequate information on initial claim • Providing clear direction about next steps • Understanding initial and on-going eligibility requirements

  3. Up-front Messaging

  4. Help Text

  5. Certification

  6. Confirmation

  7. Immediate Follow-Up

  8. Benefit Rights Interview • In-person mandatory group meeting • Scheduled no more than 2 weeks after opening claim • Review all eligibility criteria and reemployment services available • Show Fraud Video

  9. Rights & Obligations Booklet • In order to protect your rights and meet your obligations, you should read this entire booklet. Most claim problems can be avoided if you read this entire booklet! • Fraud Prevention: To prevent fraud, NHES matches records with those of other state and federal agencies including the Social Security Administration. • Protecting the integrity of the UI Trust Fund, which pays employees’ benefits, is a responsibility NHES takes very seriously. The NHES toll-free number,1-800-852-3400 EXT. 34016 is available for concerned citizens to report suspected incidents of unemployment insurance fraud and abuse.

  10. Continued Challenge • Regardless of all previous messages and information provided, still “don’t understand” and/or commit fraud • Now What?

  11. Partnership with NH’s largest cable company • Public Service commitment • Free of charge! • Up to 15 video spots, professionally made • 2 ½ to 3 minutes each • On-Demand feature

  12. Comcast serves 300,000 homes in NH. WOW!

  13. Utilized ToolKit ideas during design • Placement on main NHES website • Streaming in 12 Local Offices in waiting areas and/or Resource Centers • Consider integrating with BRI and/or workshops

  14. From ToolKit

  15. From ToolKit

  16. Other Video Topics • What Should I Do If I Become Unemployed? • How Do I Get Started? • Are There Any Programs for Veterans? • How Do I Know If My Claim is Approved and How Much Will I Get? • What Do I Have To Do To Meet the Work Search Requirement? • When Will I Get My Check? • Reporting All Work and Earnings – Avoiding Fraud • What If I Disagree With A Decision? Can I Appeal? • What is NH Works?

  17. Additional Initiatives • Ideas and recommendations from UI Claimant and Employer Messaging Toolkit • Handouts and posters • Review and update of IVR Script • Review and update of Claim Instruction Sheet and Rights & Obligations Book • Employer Outreach

  18. Technology Initiatives • Auto-reminder for scheduled appointments -- BRI -- ERI -- REA -- Profiling -- Workshop -- Appeal hearing

  19. In Place Sept 2012 • SIDES Better data from and communication with employers and TPA’s • BARTS Fast-pass and case management • TOP Communication and clarity of consequences of non-payment

  20. Results? • Better informed claimants and employers • Better quality information from claimants and employers • Fewer mistakes that result in overpayments • Fewer deliberate misreported or unreported work and earnings

  21. Dianne Carpenter, UCB Directordianne.m.carpenter@nhes.nh.gov603-228-4031

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