Report of Responses to the UI Benefits Operations Self-Assessment Tool

Unemployment Insurance (UI) Benefit Operations Self-Assessment Tool: CC and ER

UI
Unemployment Insurance (UI) Benefit Operations
Self-Assessment Tool:

Continued Claims (CC) and
Eligibility Review (ER)
REVIEW PERIOD: Begins

Ends

Unless otherwise noted, all questions are applicable to the review period.

SECTION 1:

Procedures, Policies, and Confidentiality

Information related to continued eligibility requirements for UI may be found in manuals, handbooks,
desk aids, computer help screens, training guides, organized collections of procedures or policies, or
other readily accessible instructions that can help staff do their work correctly. Instructions will normally
include general information such as compilations of relevant laws and regulations, as well as detailed
instructions for carrying out individual jobs in the agency. Reviewers may need to look in many places to
examine all relevant instructions related to continued claims (also called, continued weeks or continued
claim certifications).

Continued Claims (CC)

1.

Does the state have written policies and procedures for the processing of continued claims?
Select Answer
No
Yes

1a. If yes, when were the policies and procedures last updated?

2.


How are any policies and procedures for processing continued claims made available to staff?
(check all that apply)
Online
Hard-copy handbook
Training materials
Question 2 check boxes continue on next page

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Other (explain)

2a. Are all formats consistent and up-to-date?

2b.

Select Answer
N/A
No
Yes
What practices does the state utilize to ensure all formats are consistent and up-to-date?

3. Were there any law changes during the review period that affected the state’s continued claims policies
and procedures?
Select Answer
No
Yes
3a. I f yes, what laws did the state implement, when were these changes implemented, and what was
the effect on the state’s continued claims policies and procedures?

3b. I f yes, have the state’s policies, procedures, and training material been updated to reflect
these changes?

Select Answer
N/A
No
Yes

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3c. If no (to question 3b), explain.

4.

Were

there any new business processes implemented during the review period that affected the state’s
continued claims policies and procedures?
Select Answer
No
Yes

4a. If yes, what business process changes did the state implement, when were these changes

implemented, and what was the effect on the state’s continued claims policies and procedures,
if any?

4b. If yes, have the state’s policies, procedures, and training material been updated to reflect

4c.

5.

these changes?
Select Answer
N/A
No
Yes
If no (to question 4b), explain.

Were

there any organizational changes during the review period that affected the state’s continued
claims policies and procedures?
Select Answer
No
Yes
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5a. If yes, what organizational changes did the state implement, when were these changes
implemented, and what was the effect on the state’s continued claims policies and/or procedures?

5b. Have the state’s policies, procedures, and training materials been updated to reflect these changes?
5c.

6.

Select Answer
N/A
No
Yes
If no (to question 5b), explain.

Were

there any automation or technology upgrades or releases during the review period that affected
the state’s continued claims policies and procedures?
Select Answer
No
Yes

6a. If yes, what automation or technology upgrades did the state make and when were they
implemented?

6b. If yes, have the state’s policies, procedures, and training materials been updated to reflect
these changes?
Select Answer
N/A
No
Yes
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6c. If no (to question 6b), explain.

7.

Does
 the state have written business requirements for the system to issue automated determination(s)
(in certain limited circumstances, for example, based on self-disqualifying information provided on the
continued claim)?
Select Answer
No
Yes
7a. If any automated determinations are issued from the continued claim certification, does the
system request that claimants verify their answers before a determination is issued (as required
by ET Handbook No. 301)?
Select Answer
N/A
No
Yes
7b. If yes, do the state’s policies ensure that the facts would lead to only one conclusion on the issues
(otherwise an adjudicator must intervene)?
Select Answer
N/A
No
Yes
7c. When the facts do not lead to only one conclusion on an issue, is the issue automatically referred to
an adjudicator?
Select Answer
N/A
No
Yes
7d. If yes, indicate the types of issue(s) for which the state allows an automated determination/denial?
(check all that apply)
Able to work issues
Available for work issues
Work search issues
Other (explain)

N/A

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8. Does the state have automated procedures that release payments after an issue has been resolved and
the claimant is determined eligible for benefits?
Select Answer
No
Yes
8a. If no, describe the procedures to release payments after an issue is resolved?

9.

Are there written policies and procedures for the payment of dependent allowances?
Select Answer
N/A
No
Yes

10. Are there written policies and procedures that address reducing the established weekly benefit amount
for weeks claimed and certified eligible for benefits for any of the following? (check all that apply)
Wages/Earnings
Overpayments
Child Support
Federal Taxes
State Taxes
Health Care Coverage
Pension
Other:
N/A

11. Are there written policies and procedures related to adjudicating continued claims that are not
filed timely?
Select Answer
No
Yes
11a. I f yes, what procedures are in place for the claimant to request consideration of good cause for
late filing of the continued claim(s), if allowed under the state law?

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12. If the state uses an Interactive Voice Response (IVR) system for continued claims, are there written
business requirements for the system’s operation?
Select Answer
No
Yes

13. Does the state attempt to verify the claimant’s work search on continued claims (outside of the Benefits
Accuracy Measurement program)?
Select Answer
No
Yes

13a. If yes, how is the verification conducted?

13b. If yes, what is the frequency of verifying work search on continued claims?

13c. D
 oes the state have policies and procedures that help to ensure staff contact authorized

13d.

personnel when performing work search verifications with the employers?
Select Answer
No
Yes
If no, explain (e.g., is this handled in training sessions or elsewhere).

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SECTION 1:

CC Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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Eligibility Review (ER)

14.

Does

the state have written policies and procedures for conducting UI eligibility reviews (ER) (also
called continued eligibility reviews)?
Select Answer
No
Yes
14a. If yes, when were the policies and procedures last updated?

15.

How are any policies and procedures of the ER process made available to staff? (check all that apply)
Online
Hard-copy handbook
Training materials
Other (explain)

15a. Are all formats consistent and up-to-date?
15b.

16.

Select Answer
N/A
No
Yes
What practices does the state utilize to ensure all formats are consistent and up-to-date?

Does

the state’s ER process include verification that the claimant has followed the state’s continued
claim-filing instructions related to work search requirements?
Select Answer
No
Yes
16a. If yes, does the ER process include verification that the claimant understands how long the work
search information must be maintained, if not recorded on the claim certification itself?
Select Answer
N/A
No
Yes

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17. Are policies and procedures in place that address ERs on a continuing and regular basis to ensure
claimants’ continued eligibility and proper payments are being made?
Select Answer
No
Yes

17a. If yes, is the scheduling of ERs an automated process?
17b.

Select Answer
N/A
No
Yes
I f, yes, at what intervals in the claim series does the state schedule ERs and, if varied, what
factor(s) determines the interval assigned to a claimant?

18. Is any group(s) of claimants exempt from the ER process?
Select Answer
No
Yes
18a. If yes, what type(s) of claimants are not required to participate in the ER process and why?

19. Does the state have a standard ER form(s) for conducting the ER?
Select Answer
No
Yes

20. Does the state have written policies and procedures related to the ER and handling of issues that may
arise (e.g., how issues are referred for adjudication)?
Select Answer
No
Yes

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21. What are the state’s policies and procedures related to an issue(s) that arises when a claimant fails to
respond to the ER appointment or letter? (check all that apply)
Temporary suspension
Second/warning notice sent to claimant
Denial issued for failure to respond (i.e., timely denial)
Other (explain)

21a. D
 oes the state advise claimants of the consequences for failing to respond or contact the agency,

21b.

as directed, when the first notice is sent?
Select Answer
No
Yes
Is the follow-up process automated or manual?
Automated
Manual

22. Does the state have policies and procedures to help ensure that authorized personnel are contacted
when performing work search verifications on eligibility reviews?
Select Answer
No
Yes

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SECTION 1:

ER Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 2:

Training

Managers/employees should possess and maintain a level of expertise that enables them to accomplish
their assigned duties. Training systems should be sufficient to ensure that personnel understand and
perform their duties properly. When reviewing training systems, reviewers must look for formal training
procedures (e.g., the training is conducted using an established schedule and using set guidelines to make
judgments about the quality of work being produced). There should be procedures for identifying general
and specific training needs and for delivering training as needed.

1. Does the state have a dedicated training staff or unit to deliver training on the continued claims and
eligibility review processes?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

2. Does the state include continued claims and/or eligibility reviews training in its regular training plan
for new UI staff?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

3. Are all claims takers trained to process continued claims and respond to questions regarding continued
claims and/or eligibility reviews?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

4. Does the state’s training plan provide refresher/continuing training for continued claims and/or
eligibility reviews to experienced staff?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes
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4a. If yes, how often is the refresher/continuing training conducted?
CC:
Monthly

Quarterly

Annually

On an as-needed basis

N/A

ER:
Monthly

Quarterly

Annually

On an as-needed basis

N/A

5. How does the state agency deliver staff continued claims and eligibility review training?
(check all that apply)
CC:
Classroom setting
On-the-job training
Self-guided online course
One-on-one training
Other (explain)

ER:
Classroom setting
On-the-job training
Self-guided online course
One-on-one training
Other (explain)

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6. Describe any technology or operational changes that were made during the review period that affected
the continued claims and/or eligibility review processes. (The response to this question may be addressed
in the Comments at the end of this section, if more space is needed.)
Continued Claims:

Eligibility Review:

6a. W
 ere all affected staff trained on these technology or operational changes prior to implementation
of the changes?

Continued Claims:
Select Answer
N/A
No
Yes

Eligibility Review:
Select Answer
N/A
No
Yes

7. What information is used by the state to determine continued claims and/or eligibility review training
topics and content?
CC:
Call Center Performance
First payment time lapse data
Benefits, Timeliness and Quality review results
Benefit Accuracy Measurement results
Claimant feedback/complaints
Error review monitoring
Question 7 check boxes continue on next page
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U.S. Department of Labor guidance
State law/policy changes
Supervisor feedback/input
Operational changes
Other (explain)

ER:
Call Center Performance
First payment time lapse data
Benefits, Timeliness and Quality review results
Benefit Accuracy Measurement results
Claimant feedback/complaints
Error review monitoring
U.S. Department of Labor guidance
State law/policy changes
Supervisor feedback/input
Operational changes
Other (explain)

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SECTION 2:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 3:

Workload Analysis / Management Controls

The state’s ability to manage continued claims and eligibility review workloads, particularly through
periods of unforeseen spikes in continued claims and eligibility reviews volume, is analyzed. Methods
used to mitigate backlogs, when they occur, substantially affect the state’s ability to provide timely
benefit payments to claimants. Reviewers will address process-improvement initiatives aimed at
minimizing continued claims and eligibility review process backlog.

1.

How does the state receive continued claims? (check all that apply)
In-person
Mail
Telephone/IVR
Internet
Employer-filed: Telephone
Employer-filed: Internet
Other (explain)

2.

What methods does the state agency use to process continued claims? (check all that apply)
Manual

3.

Automated

What methods are used by the state agency to conduct eligibility reviews? (check all that apply)
In-person
Telephone/IVR
Internet
Mail
Other (explain)

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4. Does the state have a method for tracking continued claims and/or eligibility review processing and
workload backlogs (if any) of continued claims?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

4a. If yes, is the data collection automated?
Continued Claims:
Select Answer
N/A
No
Yes
Eligibility Review:
Select Answer
N/A
No
Yes

4b. If yes, is the state able to identify the cause(s) or the point(s) in the claim or review process that is
causing the backlogs?
Continued Claims:
Select Answer
N/A
No
Yes
Eligibility Review:
Select Answer
N/A
No
Yes

5.

I f the state tracks continued claims and/or eligibility review workloads (e.g., to assess or prevent
backlogs), how often are these reports generated?
CC:
Real-time

Daily

Weekly

Monthly

Quarterly

As needed

N/A

ER:
Real-time

Daily

Weekly

Monthly

Quarterly

As needed

N/A

6. Does the state generate any reports on timeliness of processing continued claims and/or eligibility
review results?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

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7. Did the state experience a backlog(s) in processing continued claims and/or scheduling and conducting
eligibility reviews during the review period?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

7a. I f yes, what was the cause of the continued claims and/or eligibility reviews processing backlogs?
(check all that apply)
CC
Telephone Issues (explain)

Seasonal workload increases (explain)

Operational issues related to facilities, budget or staffing (explain)

Question 7a check boxes continue on next page

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Information Technology hardware or software issues (explain)

Economic downturn, localized or statewide (explain)

Law or policy changes (explain)

Other (explain)

Question 7a check boxes continue on next page

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ER
Telephone Issues (explain)

Seasonal workload increases (explain)

Operational issues related to facilities, budget or staffing (explain)

Information Technology hardware or software issues (explain)

Question 7a check boxes continue on next page

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Economic downturn, localized or statewide (explain)

Law or policy changes (explain)

Other (explain)

7b. If yes, what steps were taken to address the backlogs of continued claims and eligibility reviews?
Continued Claims:

Question 7b continues on next page

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Eligibility Review:

7c. If yes, how long did the problem(s) last and when was it corrected?
Continued Claims:

Eligibility Review:

8. Does the state monitor continued claims and/or eligibility review workloads to identify potential
problem areas?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

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8a. If yes, is this monitoring process automated or manual?
CC:
Automated

Manual

ER:
Automated

Manual

9. During the review period, did the state conduct any business process analysis efforts to improve
continued claims and/or eligibility review processes and increase efficiency?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

9a. If yes, what changes have been made and what was the result of those changes?
Continued Claims:

Eligibility Review:

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9b. If yes, what (if any) changes were recommended but not implemented and why?
Continued Claims:

Eligibility Review:

10. Is there a review process of continued claims questions and/or eligibility review questions to identify
any that are often confusing to claimants or that cause an unacceptable error rate in referrals to
adjudication or rejection of continued claims submitted?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

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SECTION 3:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 4:

Performance Management

The state’s practices for monitoring program performance and compliance with Federal and state law and
regulations is examined.

1. What unit or office is responsible for monitoring program performance of the continued claims and
eligibility review operations?
Continued Claims:
Eligibility Review:

2. What method(s) are used to monitor the continued claims and eligibility review operations to ensure
the program is operated in accordance with Federal and state law and regulations?
Continued Claims:

Eligibility Review:

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3. Does the state monitor continued claims program activity and performance in addition to monitoring
set out in Federal requirements?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

3a. If yes, explain what areas are monitored and the methods used.
Continued Claims:

Eligibility Review:

4.

Does the state automatically suspend payments when the claimants’ answers raise an eligibility issue?
Select Answer
No
Yes

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SECTION 4:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 5:

Information Technology (IT)

The reviewer will assess the state’s programming and technical support to the UI Benefits Section for
continued claims and eligibility reviews. The reviewer will assess IT projects relating to continued claims
and eligibility reviews completed during the review period and also any identified unmet IT needs.

1. During the review period, were there any IT projects that impacted the continued claims and/or
eligibility review systems?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

1a. I f yes, what were the projects, and are they completed or on-going? If on-going, what is the
expected completion date for each?
Continued Claims:

Eligibility Review:

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2. During the review period, were there IT needs for the continued claims and/or eligibility review systems
that were not met that affected program performance?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

2a. I f yes, describe what IT needs were not met, the reason they were not met, what effect it had on
the continued claims or eligibility review processes, and what are the state’s plans to meet these
needs, if any?
Continued Claims:

Eligibility Review:

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3. 
What IT systems does the state use for filing continued claims and scheduling and/or conducting
eligibility reviews? (check all that apply).
CC:
Internet claims
Interactive Voice Response (IVR)
Kiosks
Mainframe terminals
Online assistance for claimants
Other (explain)

ER:
Internet claims
Interactive Voice Response (IVR)
Kiosks
Mainframe terminals
Online assistance for claimants
Other (explain)

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4. 
Describe the measures that the UI agency has in place to ensure that only the claimant or someone
authorized by the claimant can access claim information during the continued claim or eligibility
review process whether completed online or via phone (e.g., passwords, codes, Personal Identification
Number (PIN), etc.).
Continued Claims:

Eligibility Review:

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SECTION 5:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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Claimant / Employer Access & Communication

SECTION 6:

States need to maintain compliance with requirements set forth in Federal law regarding program
accessibility and maintaining a system(s) that is available to all claimants. Continued claim-filing
systems should be user-friendly, customer-facing systems and integrated operating systems to provide
the best customer experience and efficient operations.

Continued Claims (CC)

1. Indicate the percentage of continued claims filed by each of the following methods if used in the state
(Indicate N/A or 0% if not used).
Internet:

%

Telephone/IVR:

%

In-person:

%

Mail:

%

Other (explain):

%

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1a. A
 re all claimants allowed to file continued claims through the following methods, regardless of
the program type? If no, explain what program type is not allowed.

Internet:
Select Answer
N/A
No
Yes
If no, explain.

Telephone/IVR:
Select Answer
N/A
No
Yes
If no, explain.

In-person:
Select Answer
N/A
No
Yes
If no, explain.

Question 1a continues on next page

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Mail:
Select Answer
N/A
No
Yes
If no, explain.

Other:
Select Answer
No
Yes
If no, explain.

2.

What access points does the state provide claimants to file continued claims? (check all that apply)
Internet:
Workforce/One-Stop Centers
Kiosks
Other (explain)

N/A
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Telephone:
Workforce/One-Stop Centers
Other (explain)

N/A
In-person:
Workforce/One-Stop Centers
Kiosks
Other (explain)

N/A

3. What type of assistance and/or information is available to support claimants in filing continued claims
for each claim filing method available? (check all that apply for each filing method)
Internet:
Online tutorials
Help screens
Hyperlinks to FAQs
Online chat with staff
Information on alternative filing methods
Question 3 check boxes continue on next page

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Other (explain)

N/A
Telephone/IVR:
Staff assisted
FAQ Menu
Information on alternative filing methods
Other (explain)

N/A
In-person:
Staff assisted
Brochures/Pamphlets
Information on alternative filing methods
Other (explain)

N/A

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4.

When an issue exists on a continued claim, how are issues detected?
Automated

Manual

4a. Please explain.

4b. How is the claimant notified that there is an issue on a continued claim?
By telephone
Mail
Internet message
Email
Text message
Other (explain)

5. How is fact-finding or information obtained from the claimant about any issue(s) that arise when
continued (weekly/biweekly) claims are filed using the following methods? (check all that apply for
each filing method)
Internet:
Mail

Email

Downloadable forms

Question 5 check boxes continue on next page

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Other (explain)

N/A
Telephone/IVR:
Mail
Email
Other (explain)

N/A
In-person:
In-person
Other (explain)

Mail

Email

Handout

N/A

5a. D
 oes the state make it a practice to advise claimants not to include personally identifiable

information in emailed documents?
Select Answer
N/A
No
Yes

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6. Describe the security procedures in place for each of the continued claims filing methods used to
validate an address change request and verify the requestor’s identity to ensure that only authorized
changes are made.
Internet:

Telephone:

In-person:

Mail:

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SECTION 6:

CC Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 6:

Claimant / Employer Access & Communication

The reviewer will document the method(s) used to schedule eligibility reviews and notify claimants they
have been scheduled for an eligibility review.

Eligibility Reviews (ER)

7.

How is the eligibility review scheduled?
Automated

8.

Manual

How is a claimant notified that s/he has been scheduled for an ER?
Telephone
Mail
Internet message
Email
Text messaging
Other (explain)

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SECTION 6:

ER Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 7:

Operational Efficiency / Resource Allocation

The reviewer will examine the use of staff to support continued claims and eligibility reviews. The
reviewer will also assess the state’s efforts at monitoring continued claims and eligibility review
operations. The reviewer will document efficiencies and automation that the state has employed to
improve performance and provide better services to its customers. The reviewer will document what staff
performs eligibility reviews and how issues identified during the ER process are handled.

1.

Does the state accept continued claims and/or eligibility reviews via the Internet?

Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

1a. I f yes for continued claims, do any continued claim types require staff review or staff intervention

1b.

before the claim is processed for payment?
Select Answer
N/A
No
Yes
If yes, what program types would require staff review of the continued claim before processing?

2. Is there a process in place for monitoring the performance of continued claims and/or eligibility
review operations?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

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3.  Does the state use statistics (inquiry talk time, first payment, length of ER, or other) to determine the
efficiency of the continued claims and/or eligibility review process?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

4.

Does the state identify timeliness issues during the continued claims process?
Select Answer
No
Yes

4a. If yes, is this an automated process through the system for continued claims?
Select Answer
N/A
No
Yes

5.

Are all ERs conducted by state UI staff?
Select Answer
No
Yes

5a. If no, what percentage are conducted by state UI staff?

%

5b. Who conducts ERs in addition to state UI staff?
American Job Center Staff (check all that apply)
Wagner-Peyser Funded Merit Staff
WIOA Funded Merit Staff
WIOA Funded Non-Merit Staff
Other (explain)

Only UI Staff
Question 5b check boxes continue on next page

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Other (explain)

5c. I f non-UI staff conduct ERs, including detection of able and available issues and incomplete work

search issues, do they first receive training to ensure they are able to detect UI eligibility issues?
Select Answer
N/A
No
Yes

5d. If yes, how do the non-UI staff handle issues that are detected?

5e. What is the frequency of training non-UI staff?

5f. How are newly hired non-UI staff identified to ensure they receive training?

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6. Does the state utilize customer surveys or focus groups to gather input on the continued claims and/or
eligibility review process to identify efficiencies or operational improvements that could be made?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

7. How does the state handle supporting evidence that is sent in as hard-copy continued claims and/or
eligibility review forms or other documents?
CC:
They are kept and archived as hard-copy forms
They are imaged and stored as electronic forms/data
Other (explain)

ER:
They are kept and archived as hard-copy forms
They are imaged and stored as electronic forms/data
Other (explain)

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8. Does the state keep a record of responses for automated continued claims for the following claim
filing methods?
Internet:
Select Answer
N/A
No
Yes
IVR:
Select Answer
N/A
No
Yes

8a. I f yes, how are the records kept for each claim filing method of continued claims? (The response
to this question may be addressed in the Comments at the end of this section, if more space is needed.)

9.

Does the state collect work search information through their Internet or IVR weekly claims systems?

Internet:
Select Answer
N/A
No
Yes
IVR:
Select Answer
N/A
No
Yes

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SECTION 7:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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SECTION 8:

Staffing

Staffing levels and organizational changes all can affect the state’s ability to manage its continued claims
and eligibility review workload and meet first payment promptness standards.

1. Have there been any UI staffing/unit reorganizations during the review period that affected continued
claims and eligibility review processing?
Continued Claims:
Select Answer
No
Yes
Eligibility Review:
Select Answer
No
Yes

1a. If yes, was there any net effect on workloads?
Continued Claims:

Select Answer
N/A
No
Yes

Select Answer
N/A
No
Yes

Eligibility Review:

1b. If yes, explain any net effect it had on the workload.
Continued Claims:

Eligibility Review:

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SECTION 8:

Comments

Document any issues that were identified when completing this section. This comment section may also
be used to provide additional information relating to any specific question(s) in this section.

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Concluding Summary Comments for Continued
Claims and Eligibility Reviews
SECTION 9:

For the following sets of questions, consider the overall operations related to continued claims and
eligibility reviews. This is an opportunity to identify successful practices and/or any needed corrective
action measures, along with any other general comments or observations concerning this functional area
of UI Benefits. Additional space for comments and reviewer notes is available on pages 58 and 59.

1. Provide any observations of good and/or exemplary performance in the state’s continued claims and
eligibility review policies, procedures, or operations that would constitute successful practices to share
with other states.

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2. Document any issues detected in the continued claims and eligibility review processes that adversely
affects the state’s performance or customer service. Identify any corrective action measures that
should be taken to improve the state’s performance in regards to any weaknesses identified.

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3. Add any additional comments, concerns, or observations regarding the state’s performance or
operations in this area that have not been addressed elsewhere and should be noted.

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Additional Comments and Reviewer Notes:

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Reviewer Information:
REVIEWER
Name:
Title:
Email:
Phone No.:

ADDITIONAL REVIEW TEAM MEMBER
Name:
Title:
Email:
Phone No.:

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