Virginia Employment Commission Quarterly Report: Outstanding Adjudications, Ombudsman (April 12, 2023)

Summary

An April 12, 2023 letter from Carrie Roth, Commissioner, of the Virginia Employment Commission (VEC) to Glenn Youngkin and the chairs of the House Commerce and Energy, Senate Commerce and Labor and Commission on Unemployment Compensation, providing the quarterly report required by the 2023-2024 Budget. The letter states that, in potential fraud, one claim with issues established in 2020 and four claims with issues established in 2021 will be resolved at the end of the month, and that in adjudication there are no outstanding claims with issues established in 2020 or 2021. It also reports on the Chief Customer Advocate project, stating that the Customer Advisory Council met for the first time in March and that a team of Customer Advocates has been hired for Virginia Career Works Centers.

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“Virginia Employment Commission Quarterly Report: Outstanding Adjudications, Ombudsman (April 12, 2023).” Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2023-rd186-d211f2af31/, SHA-256 ab6960f91b3b4364a252dd3a8e86b298c6a18d68434bcae8ab7848af5edbe488.

Full text

Carrie Roth
Commissioner Post Office Box 26441
Advisor to the Governor for Richmond, VA 23261-6441
Strategic Initiatives

April 12, 2023

The Honorable Glenn Youngkin The Honorable Kathy Byron
Governor, Commonwealth of Virginia Chairwoman, House Commerce and Energy
Patrick Henry Building Pocahontas Building
1111 E. Broad Street 900 E. Main Street
Richmond, Virginia 23219 Richmond, Virginia 23219

The Honorable Richard Saslaw The Honorable Adam Ebbin
Chairman, Senate Commerce and Labor Chairman, Commission on Unemployment
Senate of Virginia Compensation
P.O. Box 396 Senate of Virginia
Richmond, Virginia 23218 P.O. Box 396
Richmond, Virginia 23218

Dear Governor, Chairmen and Madame Chair:

Per the 2023-2024 Budget of the Commonwealth of Virginia, the Virginia Employment
Commission is required to provide a quarterly report on the plan to resolve outstanding
adjudications with issues established in 2020 and 2021 and update on the Unemployment
Compensation Ombudsman to the Governor, House Commerce and Energy Committee, the
Senate Commerce and Labor Committee, and the Commission on Unemployment
Compensation. This letter serves to meet that requirement.

Resolving Outstanding Adjudications + All Issues on Claims from 2020/2021

The VEC is tasked with developing a plan regarding the specific actions and timeline to resolve
outstanding adjudications and issues established on claims from 2020 and 2021. The VEC has
set its priorities and developed its strategic direction to transform the agency to be the “Best in
Class” example of an employment security agency in the country.

As of today, in potential fraud, there is one claim with issues established in 2020 and four
claims with issues established in 2021, that will be resolved at the end of the month. In
adjudication, there are no outstanding claims with issues established in 2020 or 2021.
Page 2

The Unemployment Insurance Benefits team is focused now on meeting and then exceeding
the U.S. Department of Labor benefits timeliness and quality standards.

We have adjusted the work streams of the current adjudication staff as they have worked
through the backlog to support other work streams such as appeals and potential fraud. There
is not a need to hire additional staff to resolve claims.

Ombudsman (Chief Customer Advocate) Project

The Chief Customer Advocate position was created in 2022 to support individuals and groups
who are underserved or disadvantaged and address the availability of and access to UI
programs and services. We were saddened to receive the resignation of Tamara Jones who has
served as the Chief Customer Advocate. The recruitment for her replacement is underway.

The Customer Advisory Council (CAC) is formed and held their first meeting in March. The CAC
consists of representatives from local and state organizations that advocate on behalf of
underserved populations. The CAC provides guidance and feedback to the Chief Customer
Advocate and team on the effectiveness of the VEC’s outreach efforts and areas where those
efforts could be improved.

To date, we have hired a team of 11 Customer Advocates who work in Virginia Career Works
Centers throughout the Commonwealth: Wytheville; Roanoke; Richlands; Prince William
County; Norfolk; Fishersville; Lynchburg; Martinsville; South Boston; Henrico/Cedar Fork
communities; and Petersburg/Emporia/Prince George communities. These individuals are
currently undergoing training. In addition to their work with customers, our local Customer
Advocates will be the referral point for members of the General Assembly within the region
they serve. There are three remaining positions to fill.

The Chief Customer Advocate also provides educational information and assistance to all
persons seeking assistance in appeals and other matters related to unemployment
compensation. As the Customer Advocate positions are filled and trained, the implementation
of these services will continue to expand. In addition, the Chief Customer Advocate is a key
leader on our Plain Language Project team to ensure all efforts keep the customer as the focus
and foundation of communications from the Virginia Employment Commission.

Please do not hesitate to contact me at carrie.roth@vec.virginia.gov or 804.786.3001 with any
questions.

Sincerely,

Carrie Roth

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