1. October 28, 2011

2. 2  Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Internet certification process  Insufficient Staff for Benefit Payment Control  Wage cross match program outdated  Claimant Causes  Failure to report earning accurately  Weeks paid v/s weeks earned  Failure to report disqualifying income  Employer Causes  Failure to report new hires timely

3. 3  Benefit Year Earnings (BYE):  Planned action(s) to address  Redesign Internet certification process, clarifying logic and expanding certification questions  Obtain additional Staff for BPC  Redesign wage cross-match to current quarter  Improve Claimant education  Employer outreach program

4. 4  Benefit Year Earnings (BYE):  Principal milestones  Application changes: 11-1-11  BPC Staff: temporary help October 14, 2011/permanent as positions are made available  Employer outreach: Spring 2012  Claimant education and wage cross-match: TBD

5. 5  Separations (SEPs): Root Causes Identified:  Agency Causes  Attrition/New Staff  Policy issues/changes  Lack of program feedback  Workload and funding impeded ability for periodic refresher training  Claimant Causes  Hidden separations  Incorrect reason for separations  Fraudulent activity  Employer Causes  Failure to respond  Quality of response  Timeliness of response

6. 6  Separations (SEPs):  Planned action(s) to address  Implement SIDES  Adjudication training  Improve BAM/BTQ reporting to management  Conduct informal mini BTQ reviews in adjudication unit  Employer outreach program  Principal milestones  Modification to existing U.I. Benefits systems – March 2012  Adjudication training – 4th Quarter 2011  BAM/BTQ management reporting – 4th Quarter 2011  Mini BTQs – 1st Quarter 2012  Employer Outreach – Spring 2012

7. 7  Work Search Issues: Not an issue in Tennessee:  Claimants are required to make a reasonable effort to secure work using their customary methods. However, Tennessee Law does not require this work search to be documented.

8. 8  Issue 1: Job Service Registration Root cause(s) identified:  Agency cause  Data was lost and common business rules were not adequate between our UI main frame and eCMATS  Planned action(s) to address issue  Fix computer interface problem and insure data standards and common business rules are enforced.

9. 9  Issue 1: Job Service Registration  Principle milestones  Manual error correction and processing of data transmittal error records between UI and Job service data bases – June 20,2011  Development of common business rules and data standards across interfacing systems. – March 2012  Rewrite of interface between UI mainframe and case management systems – April 1, 2012

10. 10  Issue 2: Dependent Benefits Root cause(s) identified:  Agency cause  Information requested from claimant was not clear  Planned action(s) to address issue  Rewrite dependent benefits claims process and logic  Principle milestones  Rewrite of dependent benefits claims Process – November 18, 2011.

11. 11  Strategies to Support Owning UI Integrity:  Encourage every staff member to understand how their jobs connect to UI Integrity (1st Quarter 2012)  Staff meetings  Emails  Electronic Newsletters  Develop processes that encourage staff to recommend solutions to address UI Improper payments (TBD).  Emails  Website

12. 12  Strategies to Support Owning UI Integrity:  Continual review of improper payments issues by UI Integrity Cross Functional Task Force  Increased notification of BAM findings (12-31-11)  Mini informal BTQ reviews within adjudication unit (1st Quarter 2012)  Reporting of internal QA’s and mini BTQ results (TBD)

13. 13  Communications Strategies:  To claimants  Add new, more robust language in the redesign of an internet certification process to stress the importance of reporting earnings. (11-1-11)  Create/secure claimant “information corner” that can be accessed electronically to improve communications and improve claimant education (TBD).  To employers  Employer outreach program – utilizing employer contact organizations, UI programs and various mailings to remind employers the importance of reporting new hires and responding to agency requests (Spring 2012)  Implementation of SIDES (March 2012)

14. 14  Communications Strategies:  To state UI staff  Develop a process for reporting integrity reviews and design a portal for employees to access UI information (TBD)  Adjudication training (4th Quarter 2011)  Create tutorials for adjudicators (TBD)  Emails and electronic newsletters (1st Quarter 2012)  Staff meetings (1st Quarter 2012)  To the public  Use media and messaging campaigns  To state leaders (Governor, state legislature, etc.)  Use of Legislative Liaison  Commissioner

15. 15  Killer App: Partners in Success: “Integrity Matters” Summary:  Description of Issue  Centralized access for UI Education and Training  Description of Solution  Intranet Portal  Anticipated Results  Agency-wide awareness of program knowledge, obligations and success!

16. “Integrity: Own It!”  Questions?  State Contact for follow-up: Richard D. McHone: Richard.McHone@tn.govRichard.McHone@tn.gov Phone: 615/253-5217 16