June 23, 2011

 Benefit Year Earnings (BYE): Errors caused by a misunderstanding of what to report and when Root Causes Identified:  Agency Causes Failure to properly investigate earnings  Claimant Causes Incorrect reporting Week paid vs. week earned Multiple employers Unreported employment (NDNH or wage record hit) 2

 Benefit Year Earnings (BYE) Con’t: Errors caused by a misunderstanding of what to report and when Root Causes Identified:  Employer Causes Incorrect week/wage reporting 3

 Benefit Year Earnings (BYE): Planned action(s) to address:  Change weekly claim application screen/questions  NDNH claimant outreach Principal milestones:  Application changes: Summer/Fall 2011  NDNH outreach: Pilot: June 2011 Go live: September

 Separations: Errors caused by failures to act or fully act on requests Root Causes Identified:  Agency Causes Processing errors Policy issues/changes Attrition/New staff  Claimant Causes Hidden separations Incorrect reason for separation reported 5

 Separations Con’t: Errors caused by failures to act or fully act on requests Root Causes Identified:  Employer Causes Failure to respond Quality of response Timeliness of response 6

 Separations:  Planned action(s) to address: Staff training BAM/BTQ feedback office-wide sharing Informal/mini BTQs Administrative audits for difficult issues  Principal milestones: Fall 2011 and beyond 7

 ES Registration: Errors are caused by issues related to the labor exchange system Root Causes Identified:  Agency Causes Misinterpretation of SCOTI procedures  Claimant Causes Failure to register with state labor exchange system 8

 ES Registration:  Planned action(s) to address: SCOTI procedural clarification Staff training on applicable SCOTI procedures  Principal milestones: Process change implemented May 2011 Staff training completed May

10  Issue 1: Non-Separation Court Cases Errors are caused by misinterpretation of processing deadlines  Root cause(s) identified: Heavy workload Staff training System issue

 Issue 1: Non-Separation Court Cases  Planned action(s) to address issue Staff training Auto-adjudication System enhancement  Principle milestones Staff training: Fall 2011 and beyond Auto-adjudication: August 2012 System enhancement: August

 Issue 2: Work Search Issues Errors are caused by the claimant’s failure to comply with State policy Root Causes Identified:  Agency causes Staff entry errors Failure to investigate work search efforts  Claimant causes Failure to read requirements Misunderstanding of requirements 12

 Issue 2: Work Search Issues  Planned action(s) to address issues System query to target job search monitoring “Notice of Required Action” correspondence Autodialer message/reminder  Principle Milestones Query: Summer 2011 Correspondence: Late Summer 2011 Autodialer: June

 Strategies to Support Owning UI Integrity:  Encourage every staff member to understand how their jobs connect to UI integrity. Global s/Newsletters Staff meetings  Develop processes that encourage staff to recommend solutions to address UI improper payments. Quarterly Town Hall meetings “Open door policy” Peer reviews 14

 Strategies to Support Owning UI Integrity Con’t :  Maintain management oversight in every functional area of the UI program Increased notification of BAM findings Increased supervisory monitoring of pending due dates Increased supervisory claim processing reviews 15

 Communications Strategies:  To claimants, employers, & the public Fraud website Facebook/Twitter Splash Page updates Autodialer Update Worker’s Guide Employer outreach Claimant outreach 16

 Communications Strategies Con’t:  To state UI staff Global s/Newsletters Staff meetings  To state leaders (Governor, state legislature, etc.) Inquiry responses Director Legislative liaison 17

“Integrity: Own It!”  Questions?  State Contact for follow-up: Lisa James: Phone: 614/