Timeliness & Backlog: Promising Recommendations (Continued) - Page 2

Timeliness & Backlog Content:

• Promising Recommendations to address Timeliness and Backlog - Page 1
• Promising Recommendations to address Timeliness and Backlog (Continued) - Page 2

Promising Recommendations to address Timeliness and Backlog:

• Knowledge Base Tool:
  • Provides state staff with centralized and up-to-date resources such as scripts/guidance throughout the claims lifecycle to provide claimants with timely and accurate information.
  • Robust search capabilities to locate information quickly for daily work activities.
  • Measures common inquiries and topics that can then be used to create new training materials, processes, and internal requirements.
• Implementing State Information Data Exchange System (SIDES) and Uptake Campaign:
  • Implement additional NASWA SIDES exchanges to improve the timeliness and streamline employer information sharing.
  • Enhance efficiency by implementing employer communication campaigns leveraging behavioral insight techniques to increase employer participation rates in SIDES.
• Reduce Number of Contacts with Claimants:
  • Identify opportunities to reduce the number of contacts between state agency staff and claimants and making sure those contacts are through efficient means while being mindful of customers’ unique service needs.
  • Identify opportunities for improvement in the claims intake process to ensure the state agency is getting the most complete and accurate claimant information.
• Spanish Appeals Hearings:
  • Through customer feedback, the Washington (WA) Office of Administrative Hearings (OAH) identified that limited English proficiency (LEP) claimants who participated in OAH hearings faced communication challenges, such as feeling interrupted instead of heard when communicating through an interpreter. To address this challenge and decrease communication barriers, OAH developed a pilot program to hold lower authority appeals hearings in Spanish. To read the full case study click here.

   

  Relevant Links:

  • American Rescue Plan Act (ARPA)
  • National Association of Workforce Agencies - Integrity Center | National Association of State Workforce Agencies (naswa.org)
  • Equitable Access Toolkit
  • RPA Toolkit

• Last Updated:
• Created:
• Resource Publication Date: 2023
• Posted by: Damon Jones
• Posted in: Short-Time Compensation