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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  • What our partners are saying
  • Recommendations

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  1. UI Journey Map & Recommendations
  2. The Agency Journey

Relationship with US DOL

What our partners are saying

  • “How DOL reaches out and the language they use matters. Right now, they only reach out for audits, never see them reach out like NASWA. Having DOL go on NASWA calls will answer a lot of questions. -- State A

  • “[Regional offices have] a lack of people that ever worked in a state UI agency, and I appreciate their empathy and support; I think a huge percent have never worked on a claim before, have never taken a call about a claim before, they don’t know what we’re talking about, they don’t know the process for a UI claim, they never really had to deal with it until this year." --State B

  • "They’ve become like auditors full time at workforce and UI. they don’t have time for anything other than making sure paperwork is correct and we’re meeting metrics. They don’t have time for counseling, outside the box thinking" -- State B

  • “It’s a gamble as a director, do I want to wait for the guidance, or hope I interpret it right? I don’t care where the guidance comes from, I’m not having to go to my governor and say we wasted X Million on doing this the wrong way. It feels like a gamble too often, paying people or waiting to figure out the rules. That’s a bad position all the way around." -- State E

  • "NASWA has done a good job on trying to share info and played a leadership role. What’s good is they are independent of DOL but also composed of people that have leaders who have worked in states and know what it’s like to be in our seat and be helpful and relieve burden. They’ve invested a lot.” --State F

Recommendations

  1. US DOL should establish a culture of collaboration with states that reframes existing enforcement relationship

    1. Meet with leadership in every state to demonstrate this

    2. Provide air cover to state employees to contribute to new and innovative ways of solving challenges -- but also just to do their jobs

    3. Work with states on new process to issue guidance iteratively and with input from states

    4. Connect states with each other when common problems arise, and work with them to come to solutions.

  2. US DOL should update reporting requirements from states to require the submission of a detailed breakdown and calculation of their backlogs to include reasons for entering manual review queues and the effectiveness of the manual review queues in resolving issues

    1. Ensure states understand/have the technology support they need to report accurately number of individual claimants

    2. Apply best practices (e.g., California report) to develop a national UI dashboard

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Last updated 4 years ago

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