Narrative: b.

Workforce representatives throughout the statewide network of workforce centers are trained to provide general assistance and information to customers who have questions about filing a claim for unemployment compensation. This includes assistance on general unemployment insurance questions. Questions that require specific UI expertise or that refer to a specific, individual claim are referred to UI for responses.

Colorado provides direct phone line access to a UI representative in 30 workforce center offices across the state (UI hot line). These phone lines bypass the main call center phone lines and expedite the resolution of any outstanding unemployment insurance questions. UI has developed a Call Back form that allows claimant customers to receive a contact back from a UI representative based on the most convenient time and method. Workforce representatives complete this for the claimant and provide details about the claimant’s question in order for the UI representative to be prepared to assist this customer in a timely and effective manner. In addition, each workforce center has at least one computer in its resource room which provides access to the online UI Chat platform, which allows a workforce center customer to chat in real time with UI representatives about any UI concern.

Colorado strives to continually improve upon existing processes and will expand upon what is already in place to include more workforce center offices throughout the state. As the need for additional access increases, enhanced technology will be considered to meet the UI expertise access requirements of WIOA. The workforce system will continue to evaluate the triage process for referring claimant customers to UI expertise to ensure that questions specific to an individual’s claim are referred to UI.