Virginia Employment Commission Update on the Office of the Unemployment Compensation Ombudsman (May 15, 2024)

Summary

Memorandum dated May 15, 2024 from Demetrios J. Melis, Commissioner of the Virginia Employment Commission, to Glenn Youngkin, Governor, and legislative chairs, titled Update on the Office of the Unemployment Compensation Ombudsman. It says the 2023-2024 Budget requires a quarterly report regarding the Unemployment Compensation Ombudsman, referred to as the Chief Customer Advocate. It says the Customer Advocate team will fall under the VEC Customer Contact Center, with the reorganization expected to be complete by July 1, when Customer Advisory Council (CAC) meetings will resume. It states that Customer Advocates typically receive 100 - 120 inquiries per month from Legislators, the Governor's Office, and the Commissioner's Office, with no current backlog.

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“Virginia Employment Commission Update on the Office of the Unemployment Compensation Ombudsman (May 15, 2024).” Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2024-rd268-63a20d3a75/, SHA-256 44870e5c9f3254fae69f9e2911655cab9ab242188472efb41e41787524865a7f.

Full text

Demetrios J. Melis Post Office Box 26441
Commissioner Richmond, VA 23261-6441

May 15, 2024

TO: The Honorable Glenn Youngkin
Governor, Commonwealth of Virginia
P.O. Box 1475
Richmond, Virginia 23218

The Honorable R. Creigh Deeds The Honorable Jeion A. Ward
Chair, Senate Commerce and Labor Chair, House Labor and Commerce
Senate of Virginia Virginia House of Delegates
P.O. Box 396 P.O. Box 7310
Richmond, Virginia 23218 Hampton, Virginia 23666

The Honorable Adam Ebbin
Chair, Commission on Unemployment Compensation
Senate of Virginia
P.O. Box 396
Richmond, Virginia 23218

FROM: Demetrios J. Melis, Commissioner

RE: Update on the Office of the Unemployment Compensation Ombudsman

Dear Governor, Chairmen, and Madam Chair:

Per the 2023-2024 Budget of the Commonwealth of Virginia, the Virginia Employment
Commission is required to provide a quarterly report to update the General Assembly,
Governor, House Labor and Commerce Committee, Senate Commerce and Labor Committee,
and the Commission on Unemployment Compensation regarding the Unemployment
Compensation Ombudsman hereinafter referred to as ‘Chief Customer Advocate.’ This letter
serves to meet that requirement.

With nearly two years of activity completed and with significant transformations and business
process improvements undertaken at the VEC, we found it a prudent time to reassess the Chief
Customer Advocate’s office and explore strategies to expand our customer base and enhance
our impact. The Chief Customer Advocate will now have a larger programmatic policy advisory

(866) 832-2363 VRC/TDD VA Relay 711
E-Mail: CustomerService@vec.virginia.gov Equal Opportunity Employer/Program
Page 2

role as well as outreach and stakeholder engagement responsibilities. Additionally, the Chief
Customer Advocate’s office will expand collaboration with the newly created Director of
Communications role as well as our Plain Language Project team to promote and improve the
public’s knowledge of Virginia’s unemployment insurance program, the appeals process, and
obtaining timely and accurate escalated assistance when needed.

The Customer Advocate team will now fall under the VEC Customer Contact Center serving as a
specialized team with advanced expertise and higher-level decision-making authority. This
approach will ensure more expeditious service in addition to improving first-contact resolution.
We anticipate this reorganization to be complete by July 1, at which point Customer Advisory
Council (CAC) meetings will resume.

During this transition, Customer Advocates have continued to serve as the referral point for
members of the General Assembly, in addition to their focus of working with customers. VEC
has seen a significant decline in the number of inquiries due in large part to the improved
online portal login, improvements to our website, and educational outreach efforts. Customer
Advocates typically receive 100 - 120 inquiries per month from Legislators, the Governor’s
Office, and the Commissioner’s Office, all of which are promptly processed with no current
backlog. Additionally, Customer Advocates receive approximately five requests per month to
assist customers facing barriers to receiving assistance.

Over the past several months, the VEC has been actively engaged in education and outreach
efforts. We have created physical educational materials providing helpful foundational
knowledge about Virginia’s Unemployment Insurance program as well as guidance on how to
register online. These materials have been distributed through the network of Virginia Works
Offices across the Commonwealth, at community events the VEC has participated, and through
partnerships with other entities such as local libraries, public social service organizations, and
community groups. To compliment this effort, the VEC is now actively posting educational and
informational materials to multiple social media platforms.

I am very pleased with the momentum we are seeing in our service improvements, education
and outreach efforts, and the positive and collaborative partnerships we have with other
interested stakeholders. I look forward to providing updates on our future progress. Please do
not hesitate to contact me at demetrios.melis@vec.virginia.gov or 804-786-3001 with any
questions or feedback.

Sincerely,

Demetrios J. Melis
Commissioner

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