UI Integrity / Improper Payments Joint Federal/State Task Force

1. UI Integrity / Improper PaymentsJoint Federal/State Task Force State Presentation: GEORGIA October 14, 2011

2. Areas of National Focus: • Benefit Year Earnings Root Causes Identified: • Agency Causes’ • Oversight of issues • System deficiencies • Insufficient BPC staff • Claimant Causes • Claimant integrity • Misinterpretation of requirements • Failure to report earnings or employment • Employer Causes • Employer integrity • Failure to report new hires • Failure to respond to the quarterly cross-match inquiry

3. Areas of National Focus: • Benefit Year Earnings Planned action(s) to address: • Utilize technology tools to update and automate more UI activities and processes • Enhance current systems to provide education and clarification of program requirements Principal milestones: • Implement NDNH for BPC - December 31, 2011 • Hire additional BPC staff - December 31, 2011 • Online tips and leads reporting - December 31, 2011 • Online employer reporting of job refusals - December 31, 2011 • Adjust the quarterly cross match schedule - March 31, 2012 3

4. Areas of National Focus: • Separations Root Causes Identified: • Agency Causes • Staff Integrity • Lack of system automation • Adjudication errors • Quality of the determinations • Lack of methods to detect return to work • Claimant Causes • Claimant Integrity • Inadequate facts regarding separations • Employer Causes • Employer Integrity • Untimely, incomplete employer responses 4

5. Areas of National Focus: • Separations: • Planned action(s) to address: • Implement SIDES Small Employer Website (SEW) • Provide Benefits Timeliness and Quality (BTQ) training to supervisors bi-annually • System enhancements and upgrades • Consistency training • Planned Milestones • Implement the Small Employer’s Website (SEW) – March 31, 2012 • Create an online separation reporting system - December 30,2012 • Modify Employer’s Notice of Claim Filing – March 31, 2012 5

6. Areas of National Focus: • Work Search Issues: Root Causes Identified: • Agency Causes • Lack of automation • Lack of emphasis on the importance of work search verification • Ambiguous requirements for job search efforts per week • Claimant Causes • Claimant Integrity 6

7. Areas of National Focus: • Work Search Issues • Planned action(s) to address: • Quantify the minimum number of acceptable, required work search contacts per week • Implement automatic work search audit system • Principal milestones: • Quantify work search requirements - December 31, 2012 • Explore implementing an online automated eligibility review program – To be determined • Update BRI with more detailed requirements/non-compliance penalties – December 31, 2012 7

8. State-Specific Issues • Issue 1: Base Period Wages • Root cause(s) identified: • Lack of established employer liability • Employers failure to file quarterly tax and wage reports • Incorrect or incomplete reporting of wages • Planned action(s) to address issue: • Implement potential charges liability determination/appeal process • Enforce the significance of accurately reporting wages • Obtain employer email addresses to send reminders, such filing taxes, new hires, etc.

9. State-Specific Issues • Issue 1: Base Period Wages • Principle Milestones: • Provide employer quick reference guide online for properly reporting wages and paying taxes – December 31, 2011 • Implement potential charges liability determination process when wages are added based on claimant response and no response from the employer during a wage investigation-September 30, 2012

10. State-Specific Issues • Issue 2: System Integrity • Root cause(s) identified: • Lack of system integration of UI program types • Program deficiencies • Lack of resolution tracking for certain issue indicators • Planned action(s) to address issue • Expand system/program edits • Expand claimant access to provide and update some claims information

11. State-Specific Issues • System Integrity • Principle Milestones • Add system requirements to apply disqualifications on all program types. • Change policy to allow only claimants to add or update direct deposit account information. • Implement online claimant access to update address. • Add system accountability to ensure issues are resolved before payments are released to include reversals resulting in rescinded overpayments. • Add a code to indicate SSN(s) reported as used for fraudulent activity to require further action for verification of identity.

12. Everybody Owns Integrity • Strategies to Support Owning UI Integrity • Encourage staff members to develop an understanding of how their jobs are connected to UI Integrity. • Consistency training • Transactional training • Integrity ownership campaign • Develop processes to enable staff to believe their opinions and feedback make a difference. • Consistency Training • Redesign UI Intranet page to improve usability in accessing resources, memorandums, training materials, etc. • Maintain management oversight to ensure compliance with policies and to identify vulnerabilities earlier. • Regular reviews of improper payment issues by the UI Task Force • BPC/BAM staff will participate in Field Services supervisors/staff monthly meetings and conduct webinars for all CC staff on improper payment issues.

13. Communications • Communications Strategies • To claimants: • Update BRI • Messaging campaigns • Training To employers: • Add integrity message to Employer Quarterly Tax and Wage report • Update Employer Handbook to emphasize the integrity message

14. Communications • Communications Strategies • To state UI staff • Consistency training • Suggestion Box-include CC Best Practices to be reviewed by Policy and Procedures before posting. • Routine email blasts to remind staff of the “Everyone Owns Integrity” message • To the public • Use media outlets and messaging campaigns • Add messaging to Customer Service line • To state leaders (Governor, state legislature, etc.) • Use of legislative liaison

15. Oh, and…You Gotta See This! • Killer App: • Description of Issue: • Incomplete information received from sources of tips and leads which delays the investigation process and the inability to handle the volume allowing claimants to receive improper payments. • Description of Solution: • Design an online application to accept information regarding employment to expedite the investigation of fraud tips and leads and prevent future payment of benefits. Request conditional information necessary to release a determination without further investigation. Fosters an “Everyone Owns Integrity” attitude. • Anticipated results: • Timeliness, accuracy, etc. improved by TBD • Improper payment reduction: TBD • Cost / Benefit explanation: • Reduce mailing costs. • Improve the accuracy and timeliness of fact finding • Prevent future overpayments by $ • Preserve the UI Trust Fund • Provide accurate data for employer tax rate calculations

16. Summary and Q&A “Integrity: Own It!” • Questions? • State Contact for follow-up: Racquel Robinson Racquel.robinson@gdol.ga.gov Phone: 404.232.3180