New Jersey’s Worker-centered Approach to Improving the Administration of Unemployment Insurance
This paper describes the policy choices, business practices, and technology innovations that the State of New Jersey is employing to ensure that the right people get benefits — accurately and on time.
Developed through a partnership between the New Jersey Department of Labor and Workforce Development, federal partners, and civic technology organizations, the report highlights how the state is reimagining its unemployment insurance program to better meet the needs of claimants.
It documents extensive user research with unemployed workers, findings on barriers in the application and benefits process, and recommendations for simplifying and humanizing service delivery. The report outlines strategies such as clearer communication, improved digital tools, streamlined eligibility processes, and enhanced support services to reduce inequities and increase access.
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