Claimant Messaging Marcus Dodd, CPA, CFE Chief Internal Auditor marcus.dodd@illinois

1. Claimant Messaging Marcus Dodd, CPA, CFE Chief Internal Auditor marcus.dodd@illinois.gov 312-793-9637

2. UI Integrity Task Force - Claimant Messaging • Comprehensive claimant messaging strategy • Key Elements (based upon UI Toolkit): • Website Updates • TeleServe Updates • Other Elements: • TOP-like Letter • TOP Letter • Email Marketing Campaign • Claimant PNS

3. Claimant Messaging Website Requirements:

4. Claimant Messaging Forced Messaging #1: New Claimants / Filing a new Claim Forced Messaging #1

5. Claimant Messaging Forced Messaging #2: Active Claimants Forced Messaging #2 What is Unemployment Insurance Fraud? If you are working while you are collecting unemployment insurance benefits, you must report all wages earned in the week you earn them. Failing to report wages earned while collecting benefits constitutes fraud. UI fraud is punishable by law and violators could face a number of serious penalties and consequences. Click here to learn more about UI Fraud

6. Other Claimant Messaging, Not Forced IDES Home Page • Banner • Rotate Bi-Weekly • Measure “hits”

7. Claimant Messaging Home Page Banner #1: All claimants / general public / employers Home Page Banner #1 Headline: Work Search Requirements You must search for work and document your work search activities in order to collect Unemployment Insurance benefits. Click here to review IDES Search Template Click here to learn more about Work Search Requirements

8. Claimant Messaging Home Page Banner #2: All claimants / general public / employers Home Page Banner #2 Headline: Common Mistakes Common Mistakes Made By UI Claimants Not reporting income from part-time or temporary work while looking for a full-time position. You must report your (gross) wages in the week you work and earn them, not in the week you are actually paid. Click here to learn more about Common Mistakes

9. Claimant Messaging Home Page Banner #3: All claimants / general public / employers Home Page Banner #3 Headline: Common Mistakes Common Mistakes Made By UI Claimants Waiting until you receive your first paycheck before notifying IDES that you have returned to work. Click here to learn more about Common Mistakes

10. Claimant Messaging Home Page Banner #4: All claimants / general public / employers Home Page Banner #4 Headline: Consequences of Fraud • What are the consequences of committing UI fraud? • Violators could face: • Large fines and penalties • Prison sentences • Offset against State and Federal income tax returns • Loss of future UI benefits • Click here to learn more about consequences of fraud

11. Claimant Messaging Revise Fraud Page: All claimants / general public / employers Click here to learn more about consequences of fraud

12. Claimant Messaging - TeleServe The forced messaging on TeleServe mirrors the certification forced messaging on the website. • The focus is on short, meaningful messages. • Call TeleServe at (888) 337-7234 and you will hear the forced message regarding UI fraud within the first minute.

13. Metrics We will collect the following metrics to track the performance of our claimant messaging. The metrics will be presented on a dashboard both weekly and on a cumulative basis. File a claim message # of internet filers Certify message # of internet certifications TeleServe message # of phone certifications Banner messages # of “clicks” Fraud document # of “clicks”

14. Other Elements of the Claimant Messaging

15. TOP-like Letter In anticipation of going live with Treasury Offset Program (TOP), we sent a letter to a group of our claimants with fraud overpayments informing them that we were pursuing this initiative. • The letter did not fulfill the legal requirement of TOP. It was merely an “informational” letter. • The letter was sent to 61,000 claimants. • IDES received $891,000 in payments and repayment agreements in response to the TOP-like letter. • Return on Investment: 3320% • $891,000 collected / (61,000 claimants * $0.44 postage)

16. TOP Letter As a legal requirement of the Treasury Offset Program (TOP), we sent a letter to a group of our claimants with fraud overpayments informing them that their federal tax return would be offset if they did not resolve their overpayment. • The letter was required to be sent to the claimants 60-days prior to the referral of the debt to FMS. • The letter was sent to 55,000 claimants. • IDES received $2,600,000 in payments and repayment agreements in response to the TOP letter. • Return on Investment: 10,744% • $2,600,000 collected / (55,000 claimants * $0.44 postage)

17. TOP Letter TOP-like Letter

18. Email Marketing Campaign IDES is currently procuring a vendor to conduct an email marketing campaign to our claimants. • We currently have approximately 500,000 claimant email addresses • These were obtained through single opt-in subscription. • We intend to send a monthly newsletter to all of the claimants on our list. • We also intend to send monthly emails to sub-groups of the claimants based on geography, industry, etc. • Our goal is 12,000,000 claimant touch points annually. Metric: Actual number of emails sent

19. Claimant PNS IDES is currently procuring a vendor to conduct a series of automated calls to our claimants. • One series of calls is intended to target all new claimants. • These calls will focus on educating claimants on key program requirements. • This is comparable to the “Top 10” list from the UI toolkit. • A second series of calls will target all active claimants. • These calls will focus on reinforcing key concepts, such was “What is fraud” and “What are the consequences of fraud.” • This is comparable to the certification forced messaging described previously. Metric: Actual number of calls made

20. Questions