Dianne CarpenterUCB Director

Improve Integritywith Messaging

The Challenges

• UI is a complicated program, made even more so with Internet filing, EUC & EB

• Gathering correct and adequate information on initial claim

• Providing clear direction about next steps

• Understanding initial and on-going eligibility requirements

Up-front Messaging

Help Text

Certification

Confirmation

Immediate Follow-Up

Benefit Rights Interview

• In-person mandatory group meeting

• Scheduled no more than 2 weeks after opening claim

• Review all eligibility criteria and reemployment services available

• Show Fraud Video

Rights & Obligations Booklet

• In order to protect your rights and meet your obligations, you should read this entire booklet. Most claim problems can be avoided if you read this entire booklet!

• Fraud Prevention: To prevent fraud, NHES matches records with those of other state and federal agencies including the Social Security Administration.

• Protecting the integrity of the UI Trust Fund, which pays employees’ benefits, is a responsibility NHES takes very seriously. The NHES toll-free number,1-800-852-3400 EXT. 34016 is available for concerned citizens to report suspected incidents of unemployment insurance fraud and abuse.

Continued Challenge

• Regardless of all previous messages and information provided, still “don’t understand” and/or commit fraud

• Now What?

• Partnership with NH’s largest cable company• Public Service commitment• Free of charge! • Up to 15 video spots, professionally made• 2 ½ to 3 minutes each• On-Demand feature

Comcast serves 300,000 homes in NH.

WOW!

• Utilized ToolKit ideas during design

• Placement on main NHES website

• Streaming in 12 Local Offices in waiting areas and/or Resource Centers

• Consider integrating with BRI and/or workshops

From ToolKit

From ToolKit

Other Video Topics• What Should I Do If I Become Unemployed?• How Do I Get Started?• Are There Any Programs for Veterans?• How Do I Know If My Claim is Approved and How Much

Will I Get?• What Do I Have To Do To Meet the Work Search

Requirement? • When Will I Get My Check?• Reporting All Work and Earnings – Avoiding Fraud• What If I Disagree With A Decision? Can I Appeal?• What is NH Works?

Additional Initiatives

• Ideas and recommendations from UI Claimant and Employer Messaging Toolkit

• Handouts and posters• Review and update of IVR Script• Review and update of Claim Instruction

Sheet and Rights & Obligations Book• Employer Outreach

Technology Initiatives

• Auto-reminder for scheduled appointments

-- BRI

-- ERI

-- REA

-- Profiling

-- Workshop

-- Appeal hearing

In Place Sept 2012

• SIDES

Better data from and communication with employers and TPA’s

• BARTS

Fast-pass and case management

• TOP

Communication and clarity of consequences of non-payment

Results?

• Better informed claimants and employers

• Better quality information from claimants and employers

• Fewer mistakes that result in overpayments

• Fewer deliberate misreported or unreported work and earnings

Dianne Carpenter, UCB Directordianne.m.carpenter@nhes.nh.gov

603-228-4031