Partnering with UI to Benefit our Shared Customers UI and CUBS Training Partnering with UI to Benefit our Shared Customers July 24, 2014

AGENDA Workforce/UI Partnership – Shared Customers WFC Processes for UI Functions Accessing and Navigating CUBS Screens MyUI Claimant and UI Resources

Reemployment Partnership Programs Expired ARRA-RES (2009) SEB (2009) CEATP (2009) HIRE Colorado (2009) EUC-REA (2012) Ongoing Regular Approved Training Disaster Unemployment Assistance (DUA) NEG (2009, 2013) DW/UI Pilot Project (2013) Worker Profiling (WPRS – Links To Reemployment) (2013) REA (2014) Rehire Colorado (2013) Other Initiatives UI Phone Lines in WFCs Information Sharing (Liaisons, Technology, Cross-Train WF and UI staff)

Current WFC Assistance on UI Functions 2009 – High unemployment rate and UI staff workloads AC - Entering data for Address Change PN - Resetting Pin # 72 and A3 - Clearing UI work registration issues PT - Pending Transactions – Checking Your Work MM - Recording Notes of Actions Taken in CUBS Changes in CUBS usage by WFCs. 2-3 minutes

Today’s Colorado Economy July 2014 - Call volume and unemployment rate has been dramatically reduced Time on hold for Call Service Center assistance is low Example: January 2014 (week of January 11) 1 hour and 17 minutes was the average wait time; In July 2014, the average wait time is around 2-10 minutes Exceptions: Holidays, Quarter Change, etc. UI requirements, screens and regulations regularly change Claimant requests are often grey, even when they seem black and white 2-3 minutes

Moving Forward - Shared Customers July 24, 2014 and Forward Continue Providing Meaningful Customer Service through: MyUI Claimant UI Call Service Center Thorough review of all screens by UI staff WFC staff trained on “additional CUBS screens” may help those who may not have access to the internet or are not computer savvy Address Changes (AC) Pin Number Changes (PN) CUBS inquiry screens Print only necessary and allowable CUBS screens (DW eligibility) NOTE: Add a note to Connecting Colorado (and CUBS) if you make a change that might impact a customer’s UI claim – “every service requires a note”

Work Registration - Job Contacts Review LMI to determine number of weekly job contacts Must have at least one job contact if not in training Goal is to help them find work Discuss other transferrable skills and occupations Provide brief justification for other reasons why the job contacts were lowered, and especially when lowered to 0 UI will review info in Connecting Colorado to avoid any potential disqualifications IE. LMI supports XX weekly job contacts for XX occupational goal. Willing to commute 5 minutes

Regular Approved Training Policy Guidance Letter (PGL) 11-14-P www.colorado.gov/cdle/pgl Summary: Complete B-643 form Write a brief note in Connecting Colorado (Approved Training – FT training at XXX, with dates of training approval period) 3-4 minutes

Accessing CUBS Screens Inquiry Review screens but do not print Actions Perform an activity within CUBS to assist a customer Utilizing CUBS Screens Refer to latest statewide Policy Guidance Letter (PGL) Sharing and printing screens (DW eligibility purposes only) Last resort for documenting eligibility 4-5 minutes

Printing CUBS Screens Workforce staff are limited to printing only 7 of the CUBS screens Screen prints may not be given to customers and are only for inclusion in a confidential participant case file Minimize the number of CUBS screens that are printed (Per UI Policy Requirements) Documenting DW Eligibility through CUBS Screens Documenting Layoff - 03, 04, 20 and 30 (as appropriate) Documenting Monetary Eligibility - 01 and W5 (as appropriate) Documenting 5 year work history - W6 Snapshot of UI status at time of WIA registration/enrollment - 01 Screen Titles 01    Claimant Profile Data                              03    Non-Base Period Employers                  04    Base Period Employers    20    Non-Monetary Determinations                  30    Letter Text File Browse (Generic Description of the Notice of Decision)             W5  Pseudo-Monetary Determination   W6  Wage Inquiry                   5-7 minutes

Navigating CUBS Screens CUBS Screens Presentation by Rich Gould – UI Trainer 30 seconds Insert the UI presentation here….

UI Resources Internal - MyUI Claimant Resource Guide Welcome to Unemployment Insurance FAQ and Navigating CUBS Screens CDLE WEBSITE – …redesign coming August 5th www.coloradoui.gov Claimant Guide to Unemployment Benefits Informational Videos File for Unemployment Register with MyUI or MyUI Claimant Frequently Asked Questions Getting Started Next Steps Why Register for MyUI?

Questions? Sue Rusch WDP/UI Liaison for Reemployment Partnership Initiatives sue.rusch@state.co.us 303.318.9293 Rich Gould UI Trainer rich.gould@state.co.us 303.318.9432