October 14, 2011

 Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Failure to follow-up with employers for earnings information  Lack of aggressive employer communications  Claimant Causes  Reports earnings in week paid vs. week earned  Fails to understand the process  Fraud  Employer Causes  Hires not reported to SDNH or NDNH  Slow or no response to request for earnings information 2

 Benefit Year Earnings (BYE): Planned action(s) to address lack of employer response and claimant’s failure to report earnings:  NDNH Crossmatch claimant self-service lock  Develop correspondence to claimant for NDNH hit  Employer Outreach – for response to agency  Update BRI, Website  Employer online response to wage information  Employer online notice of separations and refusals Principal milestones: December

 Separations (SEPs): Root Causes Identified:  Agency Causes  Insufficient separation investigation/adjudication  Workload/Backlog  Inadequate staff training/feedback  Claimant Causes  Failure to provide requested information  Incorrect initial reason for separation  Incomplete employment history/undeclared separations  Employer Causes  Failure to provide timely/complete information  Inadequate record keeping by employer  Failure to participate in Appeals hearings 4

 Separations:  Planned action(s) to address:  SIDES (December 2011)  SEW (SIDES Employer Website) (March 2012)  Staff training  Operations Analysis (continuous mini-BTQ’s) (October 2011)  Enhanced BAM/BTQ feedback (October 2011) 5

6  Issue 1:Benefit Year Earnings  State Specific Root Cause(s) identified in the National Focus  Additional Planned action(s) to address issue:  Crossmatch with MS Workers Compensation Commission  Enhance UI system to interface with IBIQ/SID during claims intake to prevent duplicate claims  Enhanced self-service locks to force claimant contact with agency  Infrastructure enhancements to the IVR and UI systems  Principle milestones  Worker’s Compensation Crossmatch – in effect  Interface and enhancements – September 2012

7  Issue 2: Separations and Eligibility  State Specific Root Cause(s) identified in the National Focus  Additional planned actions to address the issue:  Improve timeliness of separation issues (September 2012)  Earlier detection of eligibility issues to prevent/reduce overpayments (July 2012)  Planned action(s) to address issue  Enhance the UI and IVR systems to develop an effective case management system  Additional staff training for more comprehensive eligibility reviews and focus on work search requirements and results

 Strategies to Support Owning UI Integrity:  Encourage every staff member to…  Engage and participate in the UI Integrity functions in their area of responsibility and response to customers  To actively protect the validity of the overall UI process  Develop processes to…  Encourage staff to freely communicate ideas/solutions  Incorporate “UI Integrity” in the training process  Continuation of the UI Integrity Task Force team  Maintain management oversight by…  Increased notification/sharing of BAM/BTQ findings  Recognizing training needs  Monitor, provide guidance, make recommendations to ensure goals are met. 8

 Communications Strategies: Create a multi-layered messaging campaign to advise customers of the UI and ES program requirements:  Update Website  Outreach/mailers  Modify IVR system  Employer Handbook  Staff meetings  News releases  Public Service announcements  Provide information and respond to inquiries from state leaders 9

“Integrity: Own It!”  State Contact for follow-up: Cindy Weir: Phone: