Narrative: b.

The Unemployment Insurance Correspondence Module can be accessed by all Workforce Connection Center and partner staff when assisting individuals with UI issues, as well as by individuals working independently on computers in the resource rooms in the Workforce Connection Centers. The correspondence module includes the top 25 pieces of UI claims correspondence and the top 25 pieces of UI tax correspondence and provides a helpful tool for individuals applying and certifying for benefits and for employers to get answers to frequently asked questions about letters they receive from NMDWS. Once an individual has searched in the module for the type of letter they received, they can click on the title to find answers to questions including: why this letter was sent to them, what the letter means, what they can do next, where they are in the claims or tax processes, and who they can contact if they have further questions. They are also reminded that the answers to these questions are general answers for informational purposes only and not specific to their own claim. At the bottom of the screen, they will also find sample letters in PDF format that they can view to see if this matches the letter that they may have received. NMDWS has provided PDF samples of many of the standard letters in an effort to provide our customers with more information related to the Unemployment Insurance program. These PDFs include translated samples of letters that are not specific to any individual claim and are for general purposes only in order to better assist our customers.

Staff are able to direct customers to the “View Correspondence” section of the UI Tax and Claims system to retrieve correspondence and any accompanying instructions.

For further assistance that falls outside of the scope of the Workforce Connection Centers, staff assist customers with contacting the UI Operations Center, either via direct phone line or electronically.

Outreach Material and Communication Tools

NMDWS launched the “What You Should Know about UI” video and information series on the main NMDWS website and the NMDWS YouTube channel, and is accessible to NMDWS employees and partner staff in the Workforce Connection Centers. “What You Should Know About UI” includes several topic areas for both individuals receiving benefits and employers paying Unemployment Insurance taxes in New Mexico. In addition to the information available on each of the pages, each topic area includes a short video. Spanish versions are available for select videos.

• • 10 Things
  • Minimize UI Taxes
  • UI Fraud
  • Common Mistakes o Search for Work
  • UI Taxes
  • Appeals
  • Login UI System
  • Login UI System (Spanish)

On the NMDWS main website (www.dws.state.nm.us), “How Do I” questions are available for individuals filing or certifying for benefits. These FAQs cover information from filing for benefits to the callback features on the 1-877-664-6984 toll-free number for the UI Operations Center.

In order to provide robust information to individuals interacting with Workforce Connection Center and partner staff, various publications are designed, routinely updated, and printed, and then provided to all Workforce Connection Centers, local staff, and partners around the state. NMDWS has been diligent over the last year to provide all UI publications in English and Spanish, and in print as well as in PDF on various websites including www.dws.state.nm.us and www.jobs.state.nm.us. These publications include: The UI Handbook; “UI Program Overview” brochure; “UI Quick Facts;” and various additional information about logging into the UI Tax and Claims system and work search requirements.

Filing a Claim

Customers who want to file a claim and who come into the local Workforce Connection Centers are assisted with general information, then provided with direct access to an onsite computer and/or direct telephone line to file the claim.

Staff is currently asked to keep this information generic due to the potential complexities of each customer situation and the desire to avoid inconsistencies and errors.

NMDWS has a centralized UI customer interface to ensure consistency and has found that this is a more effective approach.

Reemployment Services and Eligibility Assessments (RESEA)

As part of the RESEA program described in the previous section:

• Staff has access to the UI system to review each customer’s electronically submitted work search activities.
• Staff report, on a daily basis, all RESEA UI-related activity to the central UI Operations Center for purposes of creating and adjudicating eligibility issues.