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

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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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?

16. QUESTIONS & ANSWERS Let us know what questions you have for us!
Sue Rusch
Tanya Boroff
Javetta Giles (RESEA/Links – Supervisor for UI unit)