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Unemployment Insurance Claim Status Playbook

The U.S. Department of Labor provides a playbook to help state workforce agencies enhance communication with unemployment claimants by offering clear, proactive updates on claim statuses, thereby improving claimant satisfaction and reducing call center inquiries.

Organization: U.S. Department of Labor (DOL)
Author: Employment and Training Administration (ETA)
Published Year: 2023
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The playbook emphasizes the importance of effectively communicating claim status information to unemployment insurance claimants, as most inquiries to state workforce agencies pertain to payment statuses.

It offers a comprehensive approach for agencies to develop or improve their claims status tools, focusing on:

  • Defining Objectives: Establishing clear goals such as reducing call center volume, improving claimant satisfaction, and increasing operational efficiency.
  • U.S. Department of Labor
  • Assessing and Planning: Prioritizing the claims status project, setting realistic timelines, and ensuring necessary resources and stakeholder alignment before implementation.
  • U.S. Department of Labor
  • Implementation Strategies: Enhancing processes, data quality, notifications, and communication methods. Recommendations include creating claimant-friendly status tools with clear messaging, utilizing step indicators to visualize claim progress, and integrating effective notification systems to keep claimants informed.
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