Wyoming Appeals for Unemployment Insurance Compensation

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PAGE 6 OF 7Most of these states, including Wyoming, perform better than the national average on these measures. However,more specifically to Table 4, the data does show that Wyoming, New Mexico, and Nevada tend have higheraverage age of lower authority appeals than the other selected states. In Table 5, it shows that Nevada, Idaho, andNew Mexico tend to have higher average age of higher authority appeals. Utah and North Dakota generally havethe best performance, with a few exceptions, on both of these measures. Finally, related to Table 6, all selectedstates tend to have better performance on appeals case quality than the national average except for Nevada.Table 6. Wyoming and Other States' Lower Authority Appeals Quality (percent of cases scoring 85points or higher), FY 2009 – 2013 (through March 31, 2013).State FY 2009 FY 2010 FY 2011 FY 2012 FY 2013Colorado 100.0 100.0 97.5 100.0 100.0Idaho 97.1 100.0 93.8 100.0 95.0 1Montana 98.7 98.7 97.5 100.0 94.6 1Nebraska 100.0 100.0 98.8 100.0 100.0 1Nevada 88.8 78.5 87.2 81.0 82.1 1New Mexico 96.2 92.2 98.7 97.5 97.5 1North Dakota 100.0 100.0 100.0 98.7 100.0 1South Dakota 97.4 100.0 98.7 94.3 100.0Utah 100.0 98.7 97.5 97.5 98.3Wyoming 100.0 100.0 98.7 100.0 100.0 1U.S. 95.8 94.9 95.5 96.0 95.8Source: LSO Research summary of U.S. Department of Labor, Employment and Training Administration data.1 Numbers for FY 2013 are estimated based on reports submitted thus far by selected states.Lastly, LSO should note that the Wyoming UI program went through a comprehensive performance evaluationin 2010 (report issued December 15, 2010). The evaluation issued several findings related to the claimsappeals process:Finding 2.1: Once the UI claim is received by the UID [Unemployment Insurance Division], complicatedmanual processes contribute to the backlog of claims in times of high claims-filing volume, which impactstimeliness and quality of claims decisions.oRecommendation: The UID [Unemployment Insurance Division] should transfer theadministrative functions, including scheduling of hearings currently performed by the ChiefHearing Officer to section clerical staff. The Chief Hearing Officer should be scheduled to conducthearings, particularly in times of increased workload.Finding2.3: Appeals section hearing officer's appellant notice and response practices contributesignificantly to hearing no-shows, which wastes staff effort to prepare and schedule cases.ooRecommendation: The Commission [UIC] should require hearing officers to call appellants at thebeginning of hearings with the most current contact information from the appealing parties.Recommendation: The UID [Unemployment Insurance Division] should look into providing asupplement to the Claimant Handbook that provides extensive and thorough information on theWYOMING LEGISLATIVE SERVICE OFFICE • 213 State Capitol • Cheyenne, Wyoming 82002TELEPHONE (307) 777-7881 • FAX (307) 777-5466 • EMAIL • lso@wyoleg.gov • WEBSITE http://legisweb.state.wy.us
PAGE 7 OF 7appeals process, particularly with respect to how hearings are conducted and how appealing partiesmust comply with hearing requirements.Finding3.2: Training of claims taking, adjudication, and appeals staff is insufficient to ensure consistencythroughout claims-appeals processing.ooRecommendation: The UID [Unemployment Insurance Division] should develop a minimum andstandard training curriculum for new staff hires in each of its sections, particularly for staff in theclaims center and appeals sections. UID supervisors should be instructed to evaluate staff duringtheir probationary period based on the specific skill-set established by these written standards.Recommendation: The UID [Unemployment Insurance Division] should develop refreshertraining for long-term staff and revisit its training curriculum periodically to formally incorporateor eliminate emergency changes as implemented through its e-mail staff notification process.The DWS issued a follow-up report to the original evaluation in December 2012 in which it detailed thefollowing actions taken related to the original findings and recommendations:Finding 2.1 and Related Recommendation: The DWS hired additional staff (hearings officer andadministrative assistant) and reorganized the business office to gain efficiency in processing appeals. Allscheduling duties are performed by the Business Manager and the unit has developed a plan for priorities ofemployer chargeability and tax issues which tend to get backlogged due to claims cases due to federaltimeliness standards.Finding 2.3 and Related Recommendations: Changes to data tracking and appellant notice requirementsare being included in the new data system being constructed for the DWS. The DWS also conducted afocus group of UI claimants to gather feedback on the Claimant Handbook. With this feedback, the DWSexpanded information in the handbook concerning the basics of the appeals process and provides directionto an online video that gives a step-by-step process of how to prepare for appeals hearings.Finding 3.2 and Related Recommendations: A partnership with the Wyoming Distance Learning Centerwas established to develop curriculum for the Quality Assurance Team (though the partnership has beeninterrupted by funding issues). By having these individuals work collaboratively across divisions anddeveloping an online curriculum, training issues were identified and addressed. Currently, an internaltraining team has been formed to take on curriculum development. The DWS is in the process ofreplicating a leading curriculum program from another state, including observing a "best practice" state,Utah. Along with a department-wide leadership team with regularly scheduled meetings, the DWS placespolicies on the agency’s internal website for feedback from employees as well as through a ten daycomment period/process. Other DWS changes include: 1) the UI Tax unit continuously holds internalcross-training of all staff; 2) each new hearing officer must conclude a two week training on administrativelaw fair hearings at the National Judicial College; and 3)an annual cross-training program was implementedin order to train benefits staff members in each area outside of their unit. Also, the UI benefits unit is in theprocess of building electronic binders with information on emergency changes and procedures.If you need anything further, please contact LSO Research at 777-7881.WYOMING LEGISLATIVE SERVICE OFFICE • 213 State Capitol • Cheyenne, Wyoming 82002TELEPHONE (307) 777-7881 • FAX (307) 777-5466 • EMAIL • lso@wyoleg.gov • WEBSITE http://legisweb.state.wy.us
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Wyoming Appeals for Unemployment Insurance Compensation

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