1. October 14, 2011

2.  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

3.  Benefit Year Earnings (BYE): Planned action(s) 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: Early/Mid 2012 3

4.  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 4

5.  Separations:  Planned action(s) to address:  Assess staff and implement Go To Trainings  Milestones: Assessment (May 2011), Develop (June 2011), Train (August 2011-ongoing)  Collaborate with the appeals sections to improve adjudication (mini BTQ)  Milestone: October 2011-ongoing  Improve the UI claims application with more separation options  Milestones: Development and testing complete by December 2011  Agency phone number will no longer show up as “unavailable” on caller ID  Milestone: December 2011  Implement SIDES  Milestones: Testing (July 2012) and Go Live (August 2012) 5

6.  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. 6

7.  Work Search Issues :  Planned action(s) to address:  Claimants are required to input specific job contacts on weekly claim filing  Easier for agency to investigate  Claimant accountability  Milestone: April 2012 7

8. 8  Issue 1: Dependency Errors  Root cause(s) identified:  Lack of correct knowledge of staff  Lack of knowledge of claimants  Planned action(s) to address issue  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

9. 9  Issue 2: Second Benefit Year Disqualifications  Root cause(s) identified:  Lack of communication between field staff and service center  System failure to properly identify and lock claims  Planned action(s) to address issue  Open communication and notify employee of errors  Milestone: immediately  Create new criteria for kick-outs for educated staff to work.  Milestone: November 2011

10. 10  Issue 3: Able & Available Issues  Root cause(s) identified:  Failure to register for work  Planned action(s) to address issue  Claimant must register for work before submitting UI application  Milestone: November 2011

11.  Strategies to Support Owning UI Integrity:  Encourage and educate every staff member to understand how their jobs connect to UI integrity.  Global E-Mails/Newsletters  Staff meetings  Develop processes that encourage staff to recommend solutions to reduce improper payments  Open door policy  Quarterly staff meetings  Implement and maintain management oversight.  Weekly management meetings 11

12.  Communications Strategies:  To claimants, employers, and public:  Press Releases on fraud prosecutions  Fraud link on agency website  Update Workers Guide with integrity message  “Lunch and Learns” with employers  To state UI staff:  Global E-mails and meetings  Integrity Training  To state leaders:  Propose legislative change that could reduce overpayments 12

13.  Killer App:  Description of Issue:  To be announced during the final presentation  Description of Solution:  XXX  Anticipated results:  Timeliness, accuracy, etc. improved by XX  Improper payment reduction: xx%  Cost / Benefit explanation:  XXX  Increased notification of BAM findings  Increased supervisory monitoring of pending due dates  Increased supervisory claim processing reviews 13

14. “Integrity: Own It!”  Questions?  State Contact for follow-up: Matt Mardesen: Matthew.Mardesen@iwd.iowa.gov Phone: 515-281-5792 14