Finding Number: 2023-038 Finding Name: Failure to Follow Established Procedures to Determine Beneficiary Eligibility Finding Condition(s): The Illinois Department of Employment Security (IDES) failed to follow established policies when making eligibility determinations for claimants of the Unemploym...
Finding Number: 2023-038 Finding Name: Failure to Follow Established Procedures to Determine Beneficiary Eligibility Finding Condition(s): The Illinois Department of Employment Security (IDES) failed to follow established policies when making eligibility determinations for claimants of the Unemployment Insurance (UI) program. Name of Contact Person(s): Mireya Hurtado, Deputy Director of Service Delivery – Illinois Department of Employment Security, Service Delivery Bureau Corrective Action(s): Temporary Disabling of Certain IBIS Checks – Since April 16, 2024, all edit checks have been fully operational. Furthermore, the IDES has made procedural changes to address eligibility determination issues, including the establishment of regular health checks of the Illinois Benefits Information System (IBIS) system. Internal Controls Established to Ensure Timely Changes to UI Eligibility Procedures – In October 2023, the IDES resumed investigations of potential refusal of work issues. Additionally, all impact cross analyses were restored, as all online claim filing functionalities changed during the pandemic period. As of July 2025, the IDES had confirmed that the internal controls were in place and active. Established Monitoring Tools and Reports for Future Needs – As of March 31, 2025, the IDES established a report that allows the IDES to identify potential staff errors, the staff member in question, and the staff member’s home office. As of July 2025, the IDES ensured that key performance indicators were in place for service delivery, including Field Operations and the UI Program. Furthermore, the IDES had created the following internal controls: • Field Operations created a statewide Error Tracking spreadsheet that allows errors made on the claims and in adjudication to be reported to the appropriate regions/managers and allows errors to be assigned as tasks for the regions to work with the staff for correction and training. • UI Support managers frequently review the IBIS reports to spot check adjudication issues to ensure that they are being completed appropriately and review the End Date report to ensure that staff are using the appropriate end dates for their determinations. In addition, the IDES has daily reports that are scheduled to review that claims and adjudication issues are being handled correctly. • IDES developed a Quality Review process and report for Process Protest assignments, ensuring that protests are addressed appropriately. • Claims/adjudication dashboard is in development to further assist the IDES in this effort. Establish Training for Staff – The IDES is dedicated to ensuring that all areas have the training and resources needed to build upon current procedures and processes. To this end, the IDES is dedicating resources to develop and implement training. The agency has also realigned the Employee Engagement and Training Unit to Human Resources, where it can better identify individual employee training needs. As of July 2025, the IDES confirmed that a centralized training curriculum and system is in place for Field Operations, in collaboration with UI Program and other relevant business units within IDES. Furthermore, the IDES is conducting the following ongoing tasks: • The Service Delivery (SD) and the UI Training Team continues to update current training to ensure that the most up to date information is provided to staff. • The IDES is creating new training. An example is the Benefit Charging System (BCS) training for UI Revenue Analysts II. • The IDES is looking at common errors and confusing/difficult processes for staff, and prioritizing training to remedy those errors moving forward. • The IDES has added another UI Trainer. • SD (UI Program and UI Support managers) work alongside the training team to ensure the IDES dedicates the appropriate staff and adding more resources towards its training efforts Proposed Completion Date: June 30, 2025 – Completed