UI Integrity / Improper PaymentsJoint 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 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

2

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 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 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 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 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 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

9

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

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

10

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)

11

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

12

Summary and Q&A

“Integrity: Own It!”

Questions?

State Contact for follow-up:

Joshua Richardson: jrichardson@dwd.in.gov

Phone: 317/232-4259

13