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Update on the Office of the Unemployment Compensation Ombudsman (October 11, 2024)

Summary

Letter dated October 11, 2024, from Demetrios J. Melis, Commissioner, to the Governor and legislative chairs, with the subject Update on the Office of the Unemployment Compensation Ombudsman. It states that as of July 2024 the VEC has a new Ombudsman, more commonly referred to as the Chief Customer Advocate. It says a newly formed customer escalation team and a centralized customer contact management system are in place, and that the new VEC website will go-live in January of 2025. After Boars Head shut down its Jarratt, VA plant on September 13, 2024, the Chief Customer Advocate's office provided in-person assistance at the Emporia local office, helping approximately 250 claimants with initial filings.

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“Update on the Office of the Unemployment Compensation Ombudsman (October 11, 2024).” Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2024-rd667-c6bf76e021/, SHA-256 cdfeb86027e3943c038cd4482ab25be105845588b03a3efb484fccc0d53f57fc.

Full text

Demetrios J. Melis                                                                               Post Office Box 26441
Commissioner                                                                                 Richmond, VA 23261-6441
                                                  October 11, 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 2024-2025 Budget of the Commonwealth of Virginia, the Virginia Employment
           Commission (VEC) is required to provide a quarterly report updating the General Assembly on
           the Unemployment Compensation Ombudsman, to the Governor, House Labor and Commerce
           Committee, the Senate Commerce and Labor Committee, and the Commission on
           Unemployment Compensation. This letter serves to meet that requirement.

           As of July 2024, the VEC has a new Ombudsman, more commonly referred to as the Chief
           Customer Advocate. The Chief Customer Advocate plays a key role in engaging with customers,
           community partners, businesses, and other interested stakeholders. They ensure the needs and
           interests of those relying on the VEC for services and assistance remain front and center
           working directly with the Commissioner’s office, the Unemployment Insurance (UI) and Benefits



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



Division, and work collaboratively with VEC’s communications director to promote and improve
the public’s knowledge of Virginia’s unemployment insurance program and the appeals process.

Additionally, the Chief Customer Advocate along with complimenting VEC staff, and customer
advocates serving on VEC’s escalation team can provide front line “on the ground knowledge
and assistance.” Throughout this past quarter the Chief Customer Advocate’s office has worked
with dislocated and other impacted workers and multiple employers to provide assistance with
navigating through furloughs, layoffs, and other unique workforce issues.

A newly formed customer escalation team combines customer advocates who provide support
to individuals with barriers or other unique circumstances, along with specialized customer
service representatives, all integrated in a cross-functional specialized team with advanced
expertise and greater autonomy to resolve issues for faster resolution. We’ve developed a
centralized customer contact management system, providing a single inquiry point for the
public, those with complex situations, and legislative staff, enhancing tracking and response
time for customer inquiries.

Additionally, the agency is currently redeveloping our website to improve the customer
experience. As our primary public touchpoint, the new site will feature improved navigation,
better accessibility, and plain language for easier use. The website will go-live in January of
2025.

On September 13, 2024, Boars Head shut down its Jarratt, VA plant, impacting numerous
employees. The Chief Customer Advocate engaged with Boars Head’s corporate HR team to
guide them on effective communication regarding the affected workers and provided
information on how the allocation of severance pay can impact unemployment claims. Over a
two-week period, the Chief Customer Advocate’s office provided in-person assistance at the
Emporia local office, helping approximately 250 claimants with their initial filings and educating
them on the claims process.

A Customer Advisory Council meeting was scheduled for mid-September. However, because of
multiple incidents requiring the Chief Customer Advocate’s involvement, the CAC meeting was
canceled and will be rescheduled for a later date.

The Chief Customer Advocate’s office responded to Southwest Virginia on September 30 to
provide assistance to the areas devastated by the remnants of Hurricane Helene. Staff provided
assistance to dislocated, self-employed, and those otherwise unable to work. The teams were
equipped with laptops, mobile hotspots, and paper applications to help individuals file claims
and address questions related to Unemployment Insurance and Disaster Unemployment
Assistance eligibility. Futhermore, customer advocates working out of our customer contact
center worked extended hours, weekends, and holidays, to be available and provide assistance
to impacted residents.
Page 3



We are extremely proud of the efforts underway to ensure Virginia’s Unemployment Insurance
program and benefits are easily accessed and understood by all. Please do not hesitate to
contact me at demetrios.melis@vec.virginia.gov or 804-786-3001 with any questions.



                                                Sincerely,


                                                Demetrios J. Melis
                                                Commissioner

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