COVID-19 Best Practice Information: Unemploymnet Insurance

COVID-19 Best Practice Information:

Unemployment Insurance

Background

 States and territories are facing an unprecedented spike in unemployment insurance applications related to

the coronavirus disease (COVID-19) pandemic. This document highlights some examples of strategies states

and territories have implemented to help individuals file unemployment insurance claims.

 The following is a list of key findings and considerations for jurisdictions and communities regarding ongoing

COVID-19 operations across the country. These are best practices for consideration and do not constitute

and should not be considered as guidance in any way.

Key Considerations

 The Families First Coronavirus Response Act (FFCRA) was signed into law on March 18, 2020, providing

additional flexibility for state and territory unemployment insurance agencies and additional administrative

funding to respond to the COVID-19 pandemic.

 The Coronavirus Aid, Relief, and Economic Security (CARES) Act signed into law on March 27, 2020, gives

states and territories the option of extending unemployment compensation to independent contractors and

others who are ordinarily ineligible for unemployment benefits.

Lessons Learned Related to COVID-19 and Unemployment Insurance

Equitable Access

 Potential Best Practice: The State of Vermont has designated specific days of the week for individuals to

contact the Department of Labor, based on the first letter of their last name. The alphabetized intake

structure for unemployment insurance claims is available Sunday through Friday.

This document contains references and links to non-federal resources and organizations. This information is meant solely for

informational purposes and is not intended to be an endorsement of any non-federal entity by FEMA, U.S. Department of

Homeland Security, or the U.S. government.

2020 U.S. Department of Labor, Unemployment Insurance Relief During COVID-19 Outbreak,

https://www.dol.gov/coronavirus/unemployment-insurance

2020 U.S. Department of Labor, Unemployment Insurance Relief During COVID-19 Outbreak,

https://www.dol.gov/coronavirus/unemployment-insurance

2020 State of Vermont, Department of Labor Announces Alphabetized Structure For Unemployment Insurance Claims Center,

https://labor.vermont.gov/press-release/press-release-department-labor-announces-alphabetized-structure-unemployment-

insurance

Learn more at fema.gov June 3, 2020 2 of 3

 Potential Best Practice: Numerous states have removed the one-week waiting period to receive

unemployment benefits and job search requirement.

 Potential Best Practice: The Florida Department of Economic Opportunity is conducting curbside pick-up for

those having difficulty completing an online application. One individual is permitted out of the car to pick up

an application(s) from the distribution box outside the CareerSource centers.

Technology

 Area for Improvement: Many state labor department technology systems are out of date or lack the capacity

to handle the heavy volume of users.

 Mitigating Action/Resource: States should consider making technology upgrades to handle the expected

high traffic volume.

 Mitigating Action/Resource: Jurisdictions can negotiate new contracts to expand call center capacity and

implement programs that allow claim-takers to work remotely.

 Potential Best Practice: The State of Michigan has implemented online tools to aid users in reporting and

resolving technical issues with their online accounts. The tools connect users to the Michigan technology

team who will contact claimants directly to resolve issues.

 Potential Best Practice: The New York State Department of Labor implemented a “call back” system. Staff

will call residents who need to submit additional information to support their existing unemployment

assistance application.

 Potential Best Practice: The State of Arizona has deployed an online question tool to help users navigate the

Department of Economic Security website and process.

2020 New York Times, What You Need to Know About Unemployment Insurance,

https://www.nytimes.com/2020/03/17/your-money/unemployment-insurance-coronavirus.html

2020 Ocala-News, Paper applications to file for unemployment benefits offered at CareerSource centers, https://www.ocala-

news.com/2020/04/12/paper-applications-to-file-for-unemployment-benefits-offered-at-careersource-centers/

2020 Fast Company, COVID-19 unemployment fail: State labor departments hobbled by 1970s tech,

https://www.fastcompany.com/90486794/covid-19-unemployment-fail-state-labor-departments-hobbled-by-1970s-tech

2020 Michigan Live, Michigan unemployment website crashes as eligibility expansion causes ‘very heavy volume’,

https://www.mlive.com/public-interest/2020/04/michigan-unemployment-website-crashes-as-eligibility-expansion-causes-very-

heavy-volume.html

2020 Washington Post, Delays in overhauling D.C. unemployment site add to turmoil of coronavirus layoffs,

https://www.washingtonpost.com/local/dc-politics/delays-in-overhauling-dc-unemployment-site-fueled-turmoil-in-covid-19-

crisis/2020/04/02/ebe7d81e-73ad-11ea-87da-77a8136c1a6d_story.html

2020 MLNS, UIA to dedicate 100 people to resolve technical issues with unemployment insurance claims,

https://www.wlns.com/news/uia-to-dedicate-100-people-to-resolve-technical-issues-with-unemployment-insurance-claims/

2020 New York Department of Labor, Facing Unprecedented Spike in COVID-19 Related Unemployment Insurance

Applications, NYCS Department of Labor Announces Partnerships to Boost Tech Capacity and Make it Easier for New Yorkers to

File, https://labor.ny.gov/pressreleases/2020/april-09-2020.shtm

2020 AZ Big Media, How Arizona workers impacted by COVID-19 can access unemployment benefits,

https://azbigmedia.com/business/how-arizona-workers-impacted-by-covid-19-can-access-unemployment-benefits/

Learn more at fema.gov June 3, 2020 3 of 3

 Potential Best Practice: Individuals are creating online communities to help workers navigate the process of

filing for unemployment insurance.

 Potential Best Practice: Massachusetts has launched an online, mobile-friendly, Spanish language

unemployment benefits application to provide non-English speaking claimants access to benefits. The

Department of Unemployment Assistance is also working on making language applications available in

Portuguese, Haitian, Creole, Chinese, Vietnamese, and other languages.

Staffing

 Potential Best Practice: Many states have contracted call centers staffed by experienced customer service

professionals to increase capacity in support of the unemployment insurance program.

 Potential Best Practice: Bozeman Montana’s Job Service office has trained consultants to aid individuals

applying for unemployment insurance.

 Potential Best Practice: Many states have increased staffing and extended hours to meet the increased

demand of unemployment claims.

Topics for the “Best Practices” series are generated from crowd sourced suggestions. Have an idea? Let us research

it! Organizations and individuals can e-mail best practices or lessons learned to fema-[email protected].

2020 New York Times, These Groups Are Giving Out Unemployment Advice. Their Expertise? Personal Experience.,

https://www.nytimes.com/2020/04/09/us/coronavirus-unemployment-workers-

sites.html?action=click&module=RelatedLinks&pgtype=Article

2020 Mass.Gov, Baker-Polito Administration Launches Spanish Language Unemployment Application,

https://www.mass.gov/news/baker-polito-administration-launches-spanish-language-unemployment-application

2020 Office of Governor Steve Sisolak, Gov. Sisolak Announces Selection of Call Center Vendor, Adding at Least 100 Full-

Time Operators to Manage Unemployment Calls, https://nvhealthresponse.nv.gov/wp-content/uploads/2020/04/Gov.-Sisolak-

Announces-Selection-of-Call-Center-Vendor.pdf

2020 Bozeman Daily, Job Service Montana offers help filing for unemployment insurance,

https://www.bozemandailychronicle.com/coronavirus/job-service-montana-offers-help-filing-for-unemployment-

insurance/article_46b9553c-f981-5a2e-8a70-0249ec19bec6.html

2020 Reuters, States rush to prepare for wave of U.S. unemployment, https://www.reuters.com/article/us-health-

coronavirus-usa-unemployment/states-rush-to-prepare-for-wave-of-u-s-unemployed-idUSKBN2171RW