October 28, 2011 Final Colorado. Benefit Year Earnings (BYE): Root Causes Identified: Agency Causes Too few BPC staff to adequately investigate.

October 28, 2011Final

Colorado

Benefit Year Earnings (BYE): Root Causes Identified:

Agency Causes Too few BPC staff to adequately investigate and address

cross-match hits Not taking full advantage of NDNH and jail roster data Lack of automation of cross-match activities Not using all contacts with claimants and

employers as an opportunity to educate Claimant Causes

Lack of understanding of reporting requirements (difference between net vs. gross earnings; when earned vs. when paid)

Fraudulent failure to report earnings2

Colorado

Benefit Year Earnings (BYE):

Planned action(s) to address: Increase the number of integrity staff in new UI organization Targeted outbound call campaign to claimants who have reported wages

explaining their responsibilities Revision of claimant communication tools (handbook, hold messages, call

center scripts [IVR, Web], etc.) Procurement of enhanced cross-match automation Use website to publicize fraud convictions

Principal milestones: New UI organization goes into effect 11/01/201 Targeted outbound call campaign to begin 12/2011 Updated communication tools by 12/20 Cross-match RFP to be released by 10/31/2011

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Colorado

Separations (SEPs): Root Causes Identified:

Agency Causes Incorrect separation determinations Inadequate fact-finding at the time of initial claim submission Insufficient number of staff to adequately adjudicate

separation-related issues Claimant Causes

Failure to report separations

Employer Causes Non-timely submission of separation information

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Colorado

Separations:

Planned action(s) to address: Increase the number of adjudication staff in new CDLE-UI organization—no

more “speed adjudicating” Provide refresher training for adjudicators Determine whether to provide fact-finding training to call center agents Use all communications with employers to stress the importance of timely

submission of separation documents

Principal milestones: New UI organization goes into effect

11/01/201 Decision on role of call center in fact-finding,

by 11/30/2011

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Colorado

Work Search Issues: Root Causes Identified:

Agency Causes Lack of specificity in current regulations concerning work

search, recordkeeping, and record retention requirements Lack of specificity in current claimant communications

concerning work search, recordkeeping, and record retention requirements

Treating failures to respond to BAM questionnaire as work search overpayments

Claimant Causes Lack of understanding of work search,

recordkeeping, and record retention requirements

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Colorado

Work Search Issues :

Planned actions to address: Develop new regulations to provide clarity and specifics on work

search, recordkeeping, and record retention requirements Issue formal warning letter to claimants that failed to make a proper,

adequate work search instead of establishing overpayment with targeted follow up

Revise claimant communication tools (handbook, hold messages, call center scripts, etc.)

Provide work search logs on line and in handbook Principal milestones:

New regulation in place by January 2012 Updated communication tools by 12/2011

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Colorado

Strategies to Support Owning UI Integrity:

Increase in the number of UI staff addressingimproper payment-related issues

Encourage staff from across the organization to “own” and report improper payments to BPC for investigation – additional staff in BPC will allow follow-up

Develop processes that promote the sharing of information across the organization for performance improvement and lessons learned BAM results shared quarterly Appeals reversals shared with adjudicator

Use data from BAM and appeals to identify training needs that will further reduce improper payments

Involvement of staff from across CDLE in the Integrity Task Force and in implementing this action plan

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Colorado

Communications Strategies:

To claimants Revised handbook with work search and earning logs Revised hold messages and IVR scripts (both work search and BYE) Targeted outbound calls for claimants reporting wages Congratulations letters to claimants who appear on the NDNH

To employers Auditors to communicate importance of

submitting forms timely Use of quarterly Tax Newsletter to

educate Explore use of outbound call reminders

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Colorado

Communications Strategies, Continued: To state UI staff

Keep staff appraised of Task Force Activities Involve staff in UI Integrity process improvement activities

To the public Rulemaking process to strengthen work search recordkeeping

requirements Monthly UI Stakeholder Group meetings

To state leaders (Governor, state legislature, etc.) Rulemaking process to strengthen work search recordkeeping

requirements Monthly UI Stakeholder Group meetings Regular progress reporting to the Governor

on activities related to improper payments

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Colorado

“Integrity: Own It!”

Questions?

State contact for follow-up:

Brian Chesher: [email protected]

Phone: 303-318-9463

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Colorado