Narrative: b.

One-stops will provide access to claims filing, benefits compliance and reemployment services to UI claimants, especially Limited English Proficient customers, individuals wanting to file a claim and who have apparent disabilities, and some, often older claimants who experience frustration and confusion with online filing, phone, and fax technology.

Assistance provided in filing claims is beyond the usual self-help options online or through the UI Claims Center Claim Centers main phone line. The UI Division has provided training to staff in one-stop offices on basic UI claim filing, weekly claim filing, and general UI topics. Often bi-lingual staff are available to serve customers seeking UI benefits claims assistance who speak limited English. When that is not the case in the one-stop office, staff will access the Language Line for real-time interpretive services. The department established a separate priority direct line to the UI Claim Centers Claim Centers for walk-in, one-stop customers. The department has also made available training to all one-stop staff on how to assist customers in establishing Secure Access Washington accounts so that they can manage their UI claims through self-service.

 Meaningful assistance in filing claims in Washington State will be a departure from any characterization of hurried, standalone UI services at WorkSource offices. UI claims assistance draws a significant percentage of walk-in traffic making this a key touch point for introduction to other career services. While offering substantive UI claims assistance, staff are trained to engage customers whenever possible by personally inviting their participation in the spectrum of career services including training options.