October 14, 2011 State Presentation: Vermont

 Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Manual Processes  Delinquent Wage Cross-Match Runs  Claimant Causes  Mis-Reported Earnings: Weekly Certification  Filing after returning to work  Employer Causes  Mis-Reported Wage Records  New Hire Report Delinquencies 2

 Benefit Year Earnings (BYE): Planned action(s) to address:  Automation of New Hire System, Tips and Wage record Cross-Match  Timely Wage Record Cross-Matching  Updates to Weekly Claim Application Principal milestones:  06/30/12: Improve Cross-match detection timeliness  09/30/12: Implement automated detection system  04/30/12: Implement weekly filing changes 3

 Separations: Root Causes Identified:  Agency Causes  Manual entry of separations from response forms related to wage cross-match  Staff Training  Reversed Adjudications from Appeals  Claimant Causes  Reported incorrect separation information when establishing claim  Failure to report separation when filing weekly claim  Employer Causes  Untimely receipt of separation form  Lack of information received 4

 Separations:  Planned action(s) to address:  Implementation of UI SIDES for separations  Send issue-specific forms to employers based on separation reason  Provide increased staff training related to issues  Principal milestones:  06/30/12: Send Issue-specific forms to employers  09/30/12: Implement UI SIDES  01/31/13: New Training Manual done and staff trained 5

 Able & Available Issues: Root Causes Identified:  Agency Causes  Antiquated Application System  Lack of follow-up on bad addresses when filing  Claimant Causes  Filing from out of the country or sometimes out of state  Lack of understanding on what it means to be “Able & Available” 6

 Able & Available Issues :  Planned action(s) to address:  Update Claim Application to reduce errors  IP Cross-Match to detect questionable filing locations  Ask claimants filing with a bad address to go to resource center for assistance and obtain good address  Principal milestones:  05/31/12: Begin using IP Cross-Match Detection  10/31/12: Update Application System  04/30/13: Have claimants report to Resource Center with Bad Address for Profiling and assistance 7

8  Issue 1: Claimant/Employer Messaging  Root cause(s) identified:  Lack of timely communications  Lack of understanding on UI processes  Too Much Paper!  Planned action(s) to address issue  Obtain s for all employers and retain  Update filing applications to focus on simplicity  Increased detailed instructions and guides  Principle milestones  09/30/12: Implement Increase messaging and awareness

9  Issue 2: Issue Education  Root cause(s) identified:  Lack of understanding on when to report an “issue”  Confusion as to why they must report these issues  Planned action(s) to address issue  Generate specific “FAQ” sheet’s to clarify various issues  Make these resources available online to both employer and claimant  Principle milestones  04/30/12: Distribute FAQ sheets

 Strategies to Support Owning UI Integrity:  Encourage every staff member …etc.  Be aware of situations that may be an integrity issue  Communicate and ask questions when unsure if there may be an issue  Continue to educate and assist Employers/Claimants  Develop processes ….etc.  Training tools and resources  Online application for fraud tips for all staff to use  Informative updates on legislation changes and progress  Maintain management oversight…etc.  Continue meeting monthly to discuss integrity issues and opportunities to improve  Report these results to upper management 10

 Communications Strategies:  To claimants  Web Portal Updates with guides and “How-To’s”  Create FAQ sheets to clarify issue types and situations  Outreach and Education  To employers  FAQ sheets for specific issues  Quarterly Announcements to all employers  Outreach and Education 11

 Communications Strategies, Continued:  To state UI staff  s  Informative Meetings  Procedures and Updates  To the public  Website News Updates  Resource Center Staff Training and Communication  To state leaders (Governor, state legislature, etc.)  Director weekly reports  Legislative changes 12

 Killer App:  Description of Issue:  Daily Issue & Error Report for benefits system  Description of Solution:  Prints out a report showing benefits system processing issues  Over 50 different detection types  Run daily during overnight processing of benefits system and reviewed by UI Division staff from all areas  Anticipated results:  Timeliness, accuracy, etc. improved by 30%  Improper payment reduction: 20%  Benefit explanation:  Gives UI the opportunity to correct issues before payments sent  Reduces incorrect monetary payments due to wage errors  Reduces failure to report wages when required 13

“Integrity: Own It!”  Questions?  State Contact for follow-up: Rick Steventon: Phone: