1. Oregon Employment Department
Overpayment Recovery Unit
Overpayment Recovery Unit
A study of practices and processes to increase recovery

2. November 2009-Start of process improvement
Issue with private sector/government
Majority of time is spent ‘Working-in-the-Business’
Running on the treadmill trying to keep up and you cannot jump off
The need?
‘Work-on-the Business’
Look at your processes/practices
Why do you do things the way you do?

3. Processes/Practices Researched and Improved
Staffing structure
Suspended Overpayments
Warrant and garnishment process
Credit Card payment process
Team lead
Standardization of training
Reducing tracking codes
The Future of Recovery at OED

4. Organizational Chart November 2009 December 2009
10 Revenue Agent 1’s-digits 0 thru 9
2 Revenue Agent 2’s-BK’s & Convictions
2 Office Specialist 1’s-Support staff
Supervisor
December 2009
11 Revenue Agent 1’s-digits 0 thru 9 & suspended accounts
1 Revenue Agent 2-BK’s & Convictions
1 Team Lead

5. Suspended Overpayments
Auto suspend after 3 years and no payment activity
What we found out?
Many accounts in suspense were warranted had assets and we were not working them
The extra RA1 due to Organizational change allowed us to devote collection activity to these accounts.
Start of collection activity-December 15, 2009

6. Suspended Overpayment Results
Recovered
Jan. 15, $14,722
January 30, $24,305
June 30, $419,771
January 3, $775,205
SOIL(State tax refund intercept) $958,524
CY $657,143
Inception thru Feb. 1, $1,505,166
RA1-Suspended accounts, refunds, misapplied payments and SOIL posting-50/50

7. Warrant & Garnishment Process
12 to 15 Step Process from initiation of Civil Action until Garnishment Response
Process required maximum effort on the unit’s part for a day response
,000+ Warrants and Garnishments for $3.5 million in recovery

8. Current Civil Action Process
3 Steps
From initiation of Civil Action to Response is days
,677 Warrants and Garnishments for $5.2 million in recovery
Each month for last 4 months-$500K+
On pace to recover $6 Million + for 2012-Doubled since 2009

9. Civil Action Recognition

10. Civil Action Recognition

11. Credit Card Recovery Process
2009 Philosophical Change
Credit Card payments took top priority
$$ in the Bank
Included Cashier’s Cheques to boost individual totals
Trophy and certificates each month

12. Credit Card Recovery Recognition

13. Credit Card Recovery Results
2009-$1.9 Million
2011-$3.1 Million-40% increase
2011-Average number of transactions/month-1,143
January 2012-$339K and 1,295 transactions
February 2012-$413K and 1,523 transactions
Records for unit, however, at 3 minutes per call it equates to 76 hours.
Implemented recurring payments in November 2011-currently have 189 recurring accounts established.

14. Overall Recovery Recognition

15. Introduction of Team Lead
January 2011 introduced Team Lead
Responsibilities include:
Escalated calls
Training
New employee orientation
Assessing work flow/processes
Assigning work load
Warrant & garnishment approvals
Assist with monthly reports

16. Standardization of training
Our current policy/training manual

17. Standardization of Training

18. Standardization of Training

19. Standardization of training

20. Standardization of training

21. Queue Management Follow-Up Codes 00-LIQUIDATED-ZERO BALANCE
99-Check DOJ status
Everything in-between: overwhelming
Currently using 45 Follow-up Codes

22. The Future of Recovery at OED
Process Improvement Group
OED Website payment processing
Predictive Dialer
UC TOP

23. The Future of Recovery at OED
Proud to be a P.I.G.-Process Improvement Group
Meet bi-weekly to discuss process improvements
Ideas come from the unit
Decide which ideas have merit
Prioritize them
Implement them
Train on them
Update the Policy Manual to include the new process

24. The Future of OPR at OED On-line payment ability at OED website
Credit card/ACH payments
Designed for claimants and employers
Move away from the need to have one on one conversations with claimants to take a payment
Free RA’s time to skip trace and set up voluntary payment arrangements
Make it easy for claimants and employers to pay us-24/7

25. The Future of Recovery at OED
Predictive Dialer
Washington currently using this system since 2001
Reduce the number of out-bound calls and increase the number of in-bound calls
Program to make contact with us and payment reminder messages
Track the results from the predictive dialer

26. The Future of Recovery at OED
Participation in UC TOP
Currently working on Safeguard Procedure Report
Agency Profile submitted
Test in September 2012
Implement by Tax Year 2013
$?? Million to Submit
Recovery Expectations: $3-5 million per year

27. Contact information
Oregon Employment Department
Kevin McCarron
Overpayment Recovery Manager
UI Benefits
(503)
(503) FAX