October 28, 2011

 Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Failure to properly investigate earnings in a timely manner  Failure to educate claimants on penalties of fraud  Claimant Causes  Failure to report or incorrectly report wages  Failure to notify when return to work  Week claim vs. week earned  Employer Causes  Incorrect week/wage reporting 2

 Benefit Year Earnings (BYE): Planned actions to address:  Encourage employer use of the electronic verification system for cross match purposes  Milestone: January 2012  Issue press releases, create a fraud link on our website, and post signs in the offices about penalties in order to discourage fraudulent activities  Milestone: November 2011  Implement the NDNH in our weekly filing system to encourage wage reporting  Milestone: December

 Benefit Year Earnings (BYE): Planned actions to address:  Weekly claim questions will be shuffled and/or reworded to ensure that the claimant is listening to each question  Milestone: July 2012  Propose a legislative change that would make all vacation, severance, pension and holiday pay non-deductible and non- taxable.  Milestone: July 2012  Send a daily notification to the NDNH and SDNH instead of weekly notification.  Milestone: December

 Separations (SEPs): Root Causes Identified:  Agency Causes  Incorrectly adjudicated decisions  Failure to gather enough information in fact finding hearing  Claimant Causes  Incorrect separation reason reported when filing  Employer Causes  Timeliness of protests  Failure to respond  Quality of responses 5

 Separations:  Planned actions to address:  Assess staff and implement Go To Trainings  Milestones: assessment/development (May 2011) and training (June 2011-ongoing)  Review the language of the administrative rules to make them more specific and less open to interpretation.  Milestone: July 2012  Collaborate with the appeals sections to improve adjudication (mini BTQ)  Milestone: October 2011-ongoing 6

 Separations:  Planned actions to address:  Improve the UI claims application with more separation options  Milestones: Development and testing complete by April 2012  Agency phone number will no longer show up as “unavailable” on caller ID  Milestone: October 2011  Propose a legislative change that employers will not be relieved of charges if they do not participate in the adjudication process  Milestone: July 2012  Implement SIDES  Milestones: Testing (July 2012) and Go Live (March 2012) 7

 Work Search Issues: Root Causes Identified:  Agency Causes  Failure to investigate work search issues due to staff reductions.  Claimant Causes  Failure to complete the number of job searches that is required. 8

 Work Search Issues :  Planned actions to address:  Make web-based reporting mandatory  December 2012  Propose an increase in the number of weekly job contacts required from two to five.  July 2012  Claimants are required to input specific job contacts on weekly claim filing  Easier for agency to investigate  Claimant accountability  Milestone: April

10  Issue 1: Dependency Errors  Root causes identified :  Lack of correct knowledge of staff  Lack of knowledge of claimants  Planned actions to address issue  Change Iowa law so the number of dependents does not affect the weekly amount in benefits  Milestone: July 2012  Educate staff with quick reference guides  Milestone: November 2011  Change application to include a more clear message about who can be claimed  Milestone: April 2012  Collect more information about dependents  Milestone: April 2012

11  Issue 2: Second Benefit Year Disqualifications  Root causes identified:  Lack of communication between field staff and service center  System failure to properly identify and lock claims  Planned actions to address issue  Increase the 2 nd benefit year earnings requirement from $250 to $1,500  Milestone: July 2012  Open communication and notify employee of errors  Milestone: immediately  Create new criteria for kick-outs for educated staff to work.  Milestone: November 2011

12  Issue 3: Enforcement of Collections  Root causes identified:  Failure to collect on outstanding overpayment balances  Planned actions to address issue  TOP’s (Treasury Offset Program) February 2012  Legislation will impose a 15% penalty on all outstanding overpayments  Non-issue of drivers, hunting, gaming, or fishing licenses to anyone with an outstanding overpayment  Work with the state employment service to prevent a state agency from hiring an individual with an outstanding overpayment balance.  Milestone for all above: July 2012

 Strategies to Support Owning UI Integrity:  Empower, encourage and educate every staff member to understand how their jobs connect to UI integrity.  Global s/Newsletters  Staff meetings  Develop processes that encourage staff to recommend solutions to reduce improper payments  Open door policy  Quarterly staff meetings  Continue the Integrity Task Force with monthly meetings  Implement and maintain management oversight.  Weekly management meetings 13

 Communications Strategies:  To public:  Press Releases on fraud prosecutions  Fraud link on agency website  Use social media to promote integrity (facebook, twitter)  To claimant:  Update Workers Guide with integrity message and reduce its size  Use phone “hold time” to educate claimants  Create quick reference guides and video messages  To employer:  Create an employer advisor committee /Liaison  Use new employer packets and annual rate notice mailings as opportunity to inform employers of integrity & use of electronic crossmatch submission. 14

 Communications Strategies:  To state UI staff:  Global s and meetings  Integrity Training  To state leaders:  Inform state leaders of our integrity message and get them “on board”  Propose legislative change that could reduce overpayments 15

“Integrity: Own It!”  Questions?  State Contact for follow-up: Matt Mardesen: Phone: