RESEA and Links to Reemployment: Trends, Questions, Answers and Discussions August 3rd, 2016

AGENDA Discuss Trends for RESEA and Links to Reemployment (UI and WDP) Sharing Local Area Best Practices Questions and Answers Introductions: Javetta and Tanya

UI PROCESSING TIME When an issue is referred to UI (no shows, exclusions or potential eligibility), UI starts reviewing issues on Monday of the following week UI must review all referrals for A&A and good cause Issues are generally resolved that following week Do not refer customers to the Customer Service Center (CSC) for RESEA or Links to Reemployment questions A different unit processes all issues and will reach out to customers with issues/referrals the following week

RESCHEDULES All reschedules should be in advance of the meeting. This will allow the system to remove the person from original invite and include the person on the rescheduled date Best Practice: Notify customers of rescheduling at least one day in advance (Nudging) RESEA: Open RESEA A0 Service. Modify Service. Record new date, time and reason within A0 Service Screen. Hit SAVE Links: Add SH service (manual entry) and fill in required screens Record Potential Eligibility (NE A0/R0) as appropriate

RESCHEDULES: Job Related There is no need to refer job-related reasons to UI Include a note in the comment line for reschedule reason Job Interviews Testing Etc

RESCHEDULE: Issue Complete the appropriate rescheduling process Inform customer that a UI agent will discuss the reason for the reschedule and that a reschedule may delay or impact their benefits for that week Call is from a designated unit (not call center) Record a NE A0 (RESEA) or NE R0 (Links) and include the required fields in Connecting Colorado (CC) Comment line: explanation

RESCHEDULE after Meeting Date/Time EXAMPLES: Customer missed meeting and wants to reschedule UI Agent informs customer to call WFC to reschedule Weather or unexpected emergency Customer called in advance to reschedule but team didn’t get the notification before orientation In all cases, there is no need to “formally” reschedule the customer in CC Record the no show if you haven’t already. UI will review Provide great customer service by inviting them to a general WFC orientation offered at your office, or provide a 1:1 session Include ES note: explanation and to let UI know what services were provided

ACCEPTED A JOB Best Practice: Inform customer to contact the UI Customer Service Center (CSC). UI can waive job contact requirements for 14 days from when a claimant accepts a new job (new hire job attached) Only a new job that begins within 14 days of job acceptance qualifies This situation applies, regardless of when the WFC is notified Record an ES note so info isn’t forgotten. Include info about job and when it starts Customer should stay on the RESEA/Links orientation schedule. Record as No Show on attendance list, as appropriate Include note on attendance list comment line. UI will review and likely clear the issue if there are no other A&A or good cause issues

EXCLUSIONS Would the customer benefit from attending the orientation (and services)? If yes, invite them RESEA – Similar Service exclusion should be used rarely Orientation plus individualized services would need to occur for RESEA Similar Service More likely Program Attached UCX- Veteran – Encourage referral and invitation to RESEA (USDOL targeted population) UCX expanded job contacts initiative shouldn’t be a reason to exclude a customer

EXCLUSIONS Exclusions should only be recorded on the day of the orientation referral (IVR) [manual entry NE A0 (RESEA) or NE R0 (Links)] Once an orientation letter is mailed, the customer must participate (or not participate – no show) WFCs should not exclude after a referral to attend is made (have an R0 or A0). This creates errors in the UI tracking system Instead, record an ES note with the new information. If customer does not show, record this on the attendance list and include info on comment line. The ES note acts as a back up if the comment line is missed during the attendance recording process EXAMPLES - not Exclusions after IVR date: Moved out of state Does not reside in local area Customer started working

STORE DOCUMENTS Store orientation letters for all people who were referred to an orientation (Links or RESEA) but not anyone that was excluded This includes people who do not show Store copies of documents that provide additional info to UI on any referrals or issues found during the appointment WFCs may store additional documents for easy access and future references

MANUAL SERVICES RESEA NE A0 - Exclusion or Potential Eligibility Issue NS A0 - Very rarely entered Links to Reemployment NE R0 - Exclusion or Potential Eligibility Issue NS R0 – Very rarely entered SH – Advanced Reschedule

OTHER RESEA TRENDS UI relies on ES notes for activities completed or incomplete (in general) – Links and RESEA RESEA Reemployment Plan – 2nd page should be completed on a “follow-up date” vs. same day. RESEA Pop Up or Warnings (during Modify/Save process) Make sure to review all dates and activities before hitting save each time Activity 5a/b – Referral to Reemployment (or Training) Service Individualized LMI can only be used if it is above and beyond what was given as individualized LMI for the LMI/Career Info activity

PROCESSING RESEA Reimbursements CDLE will review RESEA “reimbursements” and cost per data on a quarterly basis and will work with local areas to discuss numbers and any needed reconciliations Reviewing month of June will start in August Errors in tracking occurred the first month as we all got used to the different service delivery and tracking model CDLE will discuss with local area program/fiscal supervisors to confirm and validate information

BEST PRACTICES Local Codes and Tracking Are there any additional state codes needed Example: RESEA –all activities completed) Forms Processes Nudging? Seeing improvements in show rates? Other?

QUESTIONS & ANSWERS Let us know what questions you have for us! Sue Rusch 303.318.9293 sue.rusch@state.co.us Tanya Boroff 303.318.9253 tanya.boroff@state.co.us Javetta Giles (RESEA/Links – Supervisor for UI unit) cdle_ui_links_resea@state.co.us