Meaningful UI Assistance Michelle Beebe, UI Director Utah Department of Workforce Services 2016 National UI Directors’ Conference and IT/Legal Issues Forum

Utah Snapshot CY 2010 CY 2015 Total Unemployment Rate (TUR) 7.8% 3.6% Initial Claims Filed 175,703 (24% EUC) 73,320 (No EUC) Benefits Paid $751 million (50% EUC) $167 million Average Weekly Benefit Amount $316 $370 Average Duration (UI) 16.4 weeks 12.1 weeks Exhaustion Rate (UI) 52.7% 27.6% FTE (Benefits and Tax) 240 (SFY 2011 sans RESEA) 212 (SFY 2016 minus RESEA) Highlight shifting in workload based on status of economy. Importance of flexibility to handle changes in workload – leveraging technology resources Conversations across UI shift depending where we’re at with the economy  Handling workload, accessibility, integrity, reemployment, trust fund solvency. How to meaningfully support one-stops must occur alongside consideration of how to get ready for next recession. Plug for workshops in conference (Call Center Best Practices, Business Process Improvement, Staffing) Two things working for us: Utah is a Single State and DWS structure (UI is under the same umbrella as 5 of the 6 core partners – welcome to Voc Rehab as of 10/01)

Plan for Meaningful Assistance Customer Online Activities Customer Phone Activities Partnership with One-Stop Staff Partnership with IT Staff UI is at the table when it comes to WIOA by participating in Operations Committee that is tasked with mapping out service referral process, developing one-stop certification process, and reporting to the Board

Customer Online Activities Include electronic correspondence

Customer Phone Activities New phone system released in Sep 2015 More effective direction for calls Claim status at the beginning of the IVR Option for call-backs

Customer Online vs. Phone Usage Q2 2016 Online Initial Claims 13,091 69% Additional/Reopened Claims 4,661 53% Continued Claims 140,892 99% Claims Interactions (phone and online chat) 30,893 27% June 2016 Wait Times Claims Center Avg. Phone = 11:07 Claims Center Avg. Online Chat = 00:24 Segue into accessibility concerns, including highlight of partnerships with one-stop and IT staff

Partnership with One-Stop Staff Leveraging Technology and Relationships UI Help Desk Connections Staff One-Stop Leadership Total Calls One-Stop Calls RESEA Counselor Calls RESEA Scheduling Calls Technical Calls Avg Wait Time 1,730 8.7% 8.9% 75.8% 6.7% 00:29 DWS had UI experts in the local offices prior to 1997. Challenges with consistency in application across broad area – could be resolved with training and monitoring. We have 31 one-stops across the state that would need representation, plus coverage for breaks, vacations, etc. By centralizing, we are able to function with a Claims Center staff of about 25. DWS has Connections staff that cover the front desk and Job Connection Rooms in our one-stops across the state. During Aug and Sep 2016, professional development workshops were held that introduced them to the key contacts from Constituent Services, Eligibility Services, and UI. UI was represented by our Eligibility Review/UI Help Desk supervisor and Reemployment Program Specialist. These two individuals both presented and participated in the day-long workshops to forge relationships with the connections teams. Most of the time was spent answering questions. Walked away with meaningful feedback on improving accessibility and strengthening the online service delivery options. Common EC Questions: Issues preventing payment, workshop attendance, technical issues with computers

Partnership with IT Staff Dedicated Resources Senior business analysts Department of Technology Services Connected databases for UI and ES services Ability for systems to talk SBA’s employed by UI division and reporting up through Chiefs of Tax and Benefits are able to translate operational needs to team of developers Dedicated team of programmers employed through Dept of Technology Services that focus on UI project prioritization and are under management of director that also oversees prioritization of Employment Services projects Systems are able to talk when an individual fails to complete work registration or attend re-employment services, resulting in automatic disqualification on claim

Challenges Moving Forward No wrong door to services Continuation of communication loop Ability to transcend staffing changes No wrong door to services: Ensuring that staff have sufficient knowledge of and training to refer to other available services, balanced with the need to administer the UI program. Requires ongoing and refresher training about correct referral pathways Example of out-stationed RESEA workers: We have such limited funding to administer the program and do not want their time being taken away to answer general UI questions in the one-stops Communication loop: Relationships may begin with a grand gesture (like our professional development workshop). It’s important to have continued communication to avoid institutional work-arounds when something is not operating effectively. Example of EC workers who went above and beyond in helping Spanish-speaking individuals file weekly claims (UI Mondays) without realizing that there was a Spanish version available on the website Staffing changes: As relationships are developed between Connections staff, UI Help Desk, and ES/UI leadership, need to ensure that this survives beyond one particular person in a position. Example of EC worker only reaching out to previous claims center manager for difficult claims questions and having to re-train to rely on the Help Desk with centralized number

Michelle Beebe, UI Director Utah Dept. of Workforce Services mbeebe@utah.gov (801) 526-9575