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Update on the Office of the Unemployment Compensation Ombudsman (January 1, 2024)

Summary

Memorandum dated January 1, 2024 from Demetrios J. Melis, Commissioner, to Glenn Youngkin, Governor, Commonwealth of Virginia, and the chairs of the Senate Commerce and Labor Committee, the House Labor and Commerce Committee and the Commission on Unemployment Compensation, giving an update on the Office of the Unemployment Compensation Ombudsman. It states that the Chief Customer Advocate position was created in 2022 and that Customer Advocates are receiving 200-250 referrals per month from legislators and other sources and 13 requests per month to assist customers due to barriers. It states that from July to December 2023 Customer Advocates participated in 47 partner events and meetings, and that Customer Advisory Council meetings will resume.

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“Update on the Office of the Unemployment Compensation Ombudsman (January 1, 2024).” Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2024-rd95-43e199aac8/, SHA-256 9edf1a531c152f9b1aa16176302a5d71ec148559a264a4a47d1a53d502891ab2.

Full text

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


                                                  January 1, 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 Virgina Employment
           Commission is required to provide a quarterly report on the plan to 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.

           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

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



programs and services. The position is supported by Customer Advocates who work throughout
the Commonwealth.

Customer Advocates continue to serve as the referral point for members of the General
Assembly within the regions they serve, in addition to their focus of working with customers
who have barriers to UI programs and services. On average, Customer Advocates are receiving
200-250 referrals per month from Legislators and other internal and external sources and 13
requests per month to assist customers due to barriers. Intellectual disabilities, vision and
hearing impairment, literacy, homelessness, and limited English proficiency are some of the
barriers that Customer Advocates have identified while helping customers.

Customer Advocates continue to attend community outreach events and meetings in their
regions. From July to December 2023, Customer Advocates participated in 47 partner events
and meetings where they introduced the Customer Advocate Program and provided
unemployment insurance education and assistance.

Customer Advisory Council (CAC) meetings will resume this quarter. The first quarter meeting
will satisfy the 1-year commitment requested from the initial group of CAC participants. New
representatives from local and state organizations will be invited to participate in CAC meetings
beginning in the second quarter of 2024.

The Chief Customer Advocate continues to provide educational information and assistance to
persons seeking assistance in appeals and other matters related to unemployment
compensation. In addition, the Chief Customer Advocate works with the 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 demetrios.melis@vec.virginia.gov or 804-786-3001 with
any questions.


                                                    Sincerely,



                                                    Demetrios J. Melis
                                                    Commissioner

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