EXECUTIVE OFFICE OF LABOR AND WORKFORCE DEVELOPMENT
2023-006
Unemployment Insurance, COVID-19 – Unemployment Insurance – Assistance Listing No. 17.225
Action taken in response to the finding:
While Massachusetts BAM unit (MBAM) had been making progress in meeting timeliness deadlines, it began suff...
EXECUTIVE OFFICE OF LABOR AND WORKFORCE DEVELOPMENT
2023-006
Unemployment Insurance, COVID-19 – Unemployment Insurance – Assistance Listing No. 17.225
Action taken in response to the finding:
While Massachusetts BAM unit (MBAM) had been making progress in meeting timeliness deadlines, it began suffering setbacks in or around July 2022. MBAM was experiencing difficulties with the SUN server not accepting data and the system adding additional edits that should not have existed. Consistent work with the USDOL Hotline resolved the issues and/or created workarounds. Ultimately the SUN server failed after degrading for a year. The server was unavailable for use sporadically through the year and for four full separate weeks in May, June, and July 2023. Not only were staff unable to submit DCI data but it took additional organizational work of handling unentered cases, additional time to work with the Hotline and test fixes, while needing additional steps to implement work arounds for items that could not be fixed. MBAM continues to utilize work arounds for BAM data entry.
Since SWA’s SUN server has become functional again, MBAM has been improving timeliness. MBAM also continues to work with ETA Hotline to report and resolve defects within the SUN system.
MBAM management also developed an organizational strategy for the unit to provide its investigators with weekly updates on what cases should be worked on based on batch due dates. A case status report has been developed to provide unit supervisors with the status of each case assigned, expected date of completion, work completed to date on case, and cause for delay.
Additionally, MBAM management has developed in-house reporting to track individual investigators. The reports track each investigator, telling management the number of cases closed each week and tracking the aging of Investigations. The manager uses these reports to identify cases to be prioritized based on aging and to quickly identify if a specific investigator is lagging in their case closure.
Based on performance, the Manager has coaching sessions with individual investigators a minimum of every two weeks where work prioritization, organization, and any other additional necessary issues are reviewed and discussed. A meeting with all investigators is held weekly to provide education, discuss change to policy/procedure, and provide an open forum for BAM program implementation questions. Monitoring also occurs at the end of each quarter. Based on outcome, discussion of weaknesses and development of new levels of support are discussed and implemented.
Name of the contact person responsible for corrective action:
Susan Saulnier, Director of UI Performs
Planned completion date for corrective action plan:
September 30, 2024