October 28, 2011 Final 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 earnings 2 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/ 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 4 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/ 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 6 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/ Colorado

 Strategies to Support Owning UI Integrity:  Increase in the number of UI staff addressing improper 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 8 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 9 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 10 Colorado

“Integrity: Own It!”  Questions?  State contact for follow-up: Brian Chesher: Phone: Colorado