Unemployment Insurance Modernization
  • Introduction
  • What we're reading
    • Language Access Resources
    • Tracking implemented solutions
  • Language Access Resources
    • USDR Language Access Support
    • AI Translation Assistants for Unemployment Insurance Benefits
    • Spanish Translation Guide for Unemployment Insurance
      • Using This Guide
      • Writing Inclusive Spanish
      • Writing Plain Spanish
        • Guidance For Word Choice
        • Guidance For Sentence Structure
        • Spanish Grammar Conventions
      • Designing Reader-Friendly Content for Spanish Speakers
      • Final Notes
      • USDR Language Access Support
      • Links to Resources
      • Spanish Translation Guide Changelog
  • Plain Spanish Glossary of Unemployment Insurance Terms
  • Multilingual Retroactive PUA Eligibility Resources for State Workforce Agencies
    • (English) Retroactive PUA – Claimant Communications
    • (Spanish) Retroactive PUA – Claimant Communications
    • (English) Retroactive PUA – Fact-finding content
    • (Spanish) Retroactive PUA – Fact-finding content
    • Retroactive PUA – Fact-finding form design
  • Unemployment Insurance Fraud Reporting
    • Unemployment Insurance Fraud Reporting Tool Kit
  • Identity proofing for UI agencies
    • Identity proofing introduction
    • Race and inequity in identity proofing methods
      • Background
      • Recommendation 1: Find and mitigate inequitable impact of identity fraud detection flags
      • Recommendation 2: Increase accountability for ensuring rightful claimants make it through the system
      • References and thanks
    • What is identity proofing?
    • Commercial uses of identity proofing
    • Process of identity proofing
      • Identity resolution
      • Identity validation
      • Identity verification
    • User experience of identity proofing
    • Identity proofing vendor comparison
      • Vendor analysis
      • Summary of vendor offerings
      • Deep dive: pricing
      • Deep dive: platform “bundling”
      • Deep dive: handling Social Security numbers
      • Deep dive: document verification
      • What’s next?
    • Appendix I: Vendor evaluation of key considerations
    • Appendix II: Vendor Evaluation of Supplemental Considerations
  • Additional Deep Dives
    • Effective Communication with UI Claimants Through a Standalone Case Management System
    • Sample Communications
    • Customer support mechanisms for UI agencies
      • Improved UX reduces inequity
      • Online appointment scheduling
        • Agency’s current solution
        • Other states’ solutions
        • Solution space
        • Deep dive: vendor “types”
        • Deep dive: pricing
        • Recommendations by category
      • Chatbots
        • Methodology
        • Types of online chat
        • Live chat
        • Free-text chat
        • Prompted chat
        • Support chat
        • Requirements
        • Best practices
        • Known results
    • Employer Interactions with Unemployment Insurance Systems
      • Landscape of the Employer Experience: User Interviews
        • Methodology
        • Key Takeaways
      • Employer Experience: Digital Interactions
        • Methodology & Note on Language
        • Key Takeaways
  • UI Journey Map & Recommendations
    • Introduction
      • The Journey Map
      • Methods & Acknowledgements
    • The Claimant Journey
      • Know what I'm eligible for
      • Submit my information
      • Certify Weekly
      • Receive Payment
      • Know my claim status
      • Receive Help
    • The Agency Journey
      • Validate Identity
      • Validate Monetary Eligibility
      • Interacting with Employers
      • Fact Finding
      • Update systems for new programs
      • Relationship with US DOL
    • The Employer Journey
  • Getting started with data
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  • Summary
  • Goals
  • Implementation Materials
  • Impact
  • Get started

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Multilingual Retroactive PUA Eligibility Resources for State Workforce Agencies

Claimant communication, fact-finding content, and form design, created and tested in English and Spanish

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Last updated 1 year ago

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as Google Documents and download in your preferred format.

Summary

U.S. Digital Response worked with a state workforce agency to create and test a fact-finding flow for claimants who had been denied Pandemic Unemployment Assistance (PUA) benefits before three new provisions were introduced by the US DOL in in February 2021.

State workforce agencies across the U.S. must reopen PUA applications to claimants who were previously denied benefits and determine if they are eligible to receive retroactive payments.

Goals

  1. Maximize claimant response rate

  2. Maximize application success rate

  3. Minimize impact on support staff

Implementation Materials

To help additional state workforce agencies achieve these goals while saving a significant amount of implementation time and resources, USDR has made the materials we’ve created for our state partner free to use for any state, district, or territory in the U.S.

These materials include:

  • Claimant communication strategy

    Outreach content that can be used for both digital and paper notifications to help claimants understand why they are being contacted and designed to mitigate for the perception of fraud/spam.

  • Fact-finding content strategy

    All 19 eligibility questions, each accompanied by legally compliant helper text optimized to increase readability, comprehension, and accuracy of responses.

  • Fact-finding form design

    Created for states using the FAST UI platform and tested for usability, these prototypes can be used as a blueprint for any state, regardless of platform or vendor.

Impact

"This was an opportunity to move away from solely the regulatory side of UI into more of a customer-centric approach. I think it’s going to really establish a new path forward and increase the level of confidence of our stakeholders – hearing from actual users and reading their feedback does that work."

– State workforce agency adjudication manager

By testing these materials with both English and Spanish-speaking claimants, we believe that they will reduce the risk that typically accompanies launching a new service for workers in need of unemployment insurance benefits. In taking a multilingual approach, we are committed to supporting state efforts to improve equitable access to benefits, as primary Spanish speakers comprise the 2nd largest language demographic in the country.

Get started

You can:

  • Hit the "Next" button below to continue browsing our Retroactive PUA Eligibility materials

We are also available to consult on implementation or work with your staff on customizing these materials for your state.

as Google Documents and download in your preferred format

to learn about our methodology and research insights.

Let us know if you’re interested in learning more about how USDR can support your Retroactive PUA Eligibility efforts by submitting a request .

View all Retroactive PUA Eligibility materials
UIPL 16-20, Change 5
View all Retroactive PUA Eligibility materials
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