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

2. 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)

3. 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

4. Customer Online Activities
Include electronic correspondence

5. 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

6. 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

7. 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 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

8. 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

9. 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

10. Michelle Beebe, UI Director
Utah Dept. of Workforce Services
(801)