UI Integrity / Improper Payments Joint Federal/State Task Force State Presentation: INDIANA October 14, 2011
Dec 27, 2015
UI Integrity / Improper PaymentsJoint Federal/State Task Force
State Presentation:
INDIANA
October 14, 2011
Areas of National Focus:
Benefit Year Earnings (BYE): Root Causes Identified:
Agency Causes Auto cancel of some ES issues Agency currently cross matches only against the state
directory of new hires and does not cross reference all claims against NDNH
Claimant Causes Claimant fails to update return-to-work status
Employer Causes Employers fail to report new hires though New
Hire Database
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Areas of National Focus:
Benefit Year Earnings (BYE):
Planned action(s) to address: Discontinue auto cancel of all ES issues Create script/procedures for ES adjudication Instantly run claims through NDNH
Principal milestones: On or before 1st Quarter 2012 On or before 1st Quarter 2012 Launch or new CORE computer system in 4th Quarter of 2011
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Areas of National Focus:
Separations (SEPs): Root Causes Identified:
Agency Causes High turnover has left the agency with inexperienced
adjudication staff Need for increased number of subject matter experts
Claimant Causes Incorrect entries of separating base period employer Confusion as to fact finding questions on agency requests for
information Employer Causes
Employer fails to provide sufficient information
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Areas of National Focus:
Separations:
Planned action(s) to address: Create positions for quality experts at management level Create web-based training for new hires and current staff who
do not meet acceptable quality standards Review claims filing questions and edit as necessary for
better clarity and ease of understanding Transfer NDNH information to drop down boxes Continue to improve ease of communications from employers
with the agency
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Areas of National Focus:
Separations (cont.):
Principal milestones: Training and personnel enhancements to be addressed in the
4th Quarter of 2011 Question revisions and NDNH transfer to take place in 1st
Quarter of 2012 Improve and enhance communication of separation
information between the agency and employers
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Areas of National Focus:
Work Search Issues: Root Causes Identified:
Claimant Causes Lack of knowledge of work search Requirements
Agency Causes Voucher submission allowed with less than 3 WS entries, as
required by rule
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Areas of National Focus:
Work Search Issues :
Planned action(s) to address: Policy to provide warning in the first week to non-compliant
claimants Manual adjudication of each WS each week following a
warning System defaults that would not allow voucher completion with
less than 3 WS Principal milestones:
1st Quarter of 2012 1st Quarter of 2012 Mid 2012
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State-Specific Issues
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ES Registration
Root cause(s) identified: Complicated/Cumbersome process for completing and
posting resume as required by current agency policy Planned action(s) to address issue
Revise policy to allow less cumbersome registration Reduce and reorganize steps to streamline resume building
process Principle milestones
Policy change could happen as early as 1st Quarter of 2012 System changes would happen no earlier than the 2nd Quarter
of 2012
Everybody Owns Integrity
Strategies to Support Owning UI Integrity:
Encourage every staff member who works on or near UI claims: To be provide exceptional customer service to claimants Take an interest in meeting agency goals To take ownership of integrity
Maintain management oversight with a focus on quality So often the focus on timeliness results in pressure to take
shortcuts that impact quality and integrity
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Communications
Communications Strategies:
To claimants Improve customer awareness Promote benefits of using Indiana Career Connect (ICC) Target communications on requirements where integrity is a
problem, especially BYE and Work Search issues To employers
Encourage participation in the adjudication process
Inform employers of requirements for reporting new hires
Encourage use of Employer Self Service (ESS)
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Communications
Communications Strategies, Continued:
To state UI staff Take ownership of issue determinations Share BAM and BTQ data across all UI units
To the public Provide feedback to help us improve services Discourage fraudulent behavior
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Summary and Q&A
“Integrity: Own It!”
Questions?
State Contact for follow-up:
Joshua Richardson: [email protected]
Phone: 317/232-4259
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