Preface

1978 handbook superseded This Overpayment Recovery Technical Assistance Guide (TAG) is based upon and supersedes the Employment and Training Handbook No. 375, Resource Handbook on Overpayment Recovery, issued in 1978.
TAG style This TAG is written in the Information Mapping® writing method. This style of writing was selected to:

  • Make the TAG easier to read.

  • Organize and sequence information.

  • Facilitate use of the TAG as a reference tool.

Abbreviations used in this Handbook Abbreviations used in this Handbook are listed below:

  • BPC - Benefit Payment Control

  • ETA - Employment and Training Administration

  • ETA 227 - Overpayment Detection/Recovery Report

  • IRORA - Interstate Reciprocal Overpayment Recovery Arrangement

  • ITSC - Information Technology Support Center

  • SESA - State Employment Security Agency

  • TAG - Technical Assistance Guide

  • UI - Unemployment Insurance

  • USDOL - United States Department of Labor

Information sharing opportunities To provide opportunities for information sharing among the SESAs, the USDOL created the ITSC UI Web Site on Internet in partnership with SESA and private sector staff. The Web Site was developed as a resource tool to support technology exchange, best practices, automation projects, and points of contact. SESA staff are encouraged to access the Web Site at http://www.itsc.state.md.us.
Introduction

Recovery of overpaid UI benefits is one of the responsibilities of the UI program. Recovery activities have focused on methodologies initiated a number of years ago and primarily from within the UI system. Recovery included practices such as written notifications, billing notices, repayment agreements, and telephone contacts.

In 1995, the USDOL initiated a study of collection methods, tools, techniques, and automated systems in use by both the private and public sector. The study findings, conclusions, and recommendations were included in the Report of Analysis (Methods, Techniques, and Automation). Although the study found no unique collection methods, there are techniques and/or practices with the potential for improving the recovery of overpaid UI benefits. The report provides specific information about collection activities and is available to the SESAs on the ITSC UI Web Site.

Think about better ways to do business SESAs have widely varying laws, policies, procedures, and organizations. This TAG does not attempt to describe specific procedures. It is intended that this TAG present ideas to consider even though they may require some custom tailoring or additional research. SESAs are encouraged to use this TAG to stimulate thinking about better ways to do business.
Periodically evaluate effectiveness of recovery programs To ensure collection organizations remain competitive, SESAs should periodically examine their policies, procedures, and automated systems to determine:

  • The current business needs.

  • If existing policies, procedures, and automated systems support an aggressive approach to the recovery of overpaid UI benefits.

  • The most cost-effective methods, tools, and/or techniques.

  • Practices in use by other collection organizations that could enhance the SESA's recovery program.

Resources provided by USDOL

To assist the SESAs to enhance and/or improve overpayment recovery, the USDOL provided the following technical assistance, resources, and training:

1975 - 1979:

  • A study was conducted to develop the guidelines for an effective recovery program. Training conferences shared the results of the study to improve the BPC program.

  • The Resource Handbook on Overpayment Recovery, Employment and Training Handbook No. 375, was developed. The handbook was distributed to the SESAs during the 1979 BPC conference.

1986:

  • UIPL 60-86 announced the availability of two video training films and materials for UI debt collection by telephone. The video presentations were:

    "The Art and Science of Debt Collection: Working with the UI Claimant"

    "Overpayment Recovery Techniques"

1994 - 1998

  • The BPC Technical Assistance Guide was developed and training was provided to the SESAs in 1994.

  • The Employment and Training Handbook No. 375, Resource Handbook on Overpayment Recovery , was updated and renamed the Overpayment Recovery Technical Assistance Guide. A workshop was held in Washington, D.C., for further development of the TAG.

  • Training on recovery methods, tools, techniques, and automation was provided to the SESAs in June, 1998.

Other resources

Other resources provided by the USDOL to enhance and/or improve BPC activities include:

1993:

  • A training video and workbook, " Conducting a Quality Fraud Investigation," was available from USDOL Regional Offices.

1994 - 1998

  • A training package for detection and investigation activities was distributed in 1998. This training package included:

      Employee Training Manual

      BPC Basic Training CD-ROM

      Videos (Motivation, Principles and Ethics, Time Management, Investigative/Interviewing Techniques, Legal Procedures)

Handbook history Employment and Training Handbook No. 375, Resource Handbook on Overpayment Recovery, was originally developed and released to the SESAs in 1979. Many of the guidelines and information included in the Handbook are still applicable today. The following individuals and/or organizations are to be commended for their vision of the future:

  • USDOL staff

  • Mike Sheridan, Texas

  • Ryan Sutten, South Dakota

  • Florence Bade, Arizona

  • Jo Stevens, Arizona

Commitment to continuous improvement Ryan Sutten, South Dakota, passed away during 1996. Ryan's willingness to share his knowledge and experience reflected his commitment to continuous improvement. Ryan participated in the development of the original Handbook and was looking forward to assisting with the 1998 revisions.
Handbook rewritten A draft of the Handbook, renamed the Overpayment Recovery Technical Assistance Guide, was written in 1998 with input from:

  • Project managers:

  • Robert Whiting, USDOL/ETA

  • Tom Egan, California

  • UI Overpayment Recovery Project Advisory Work Group members:

      • Patricia M. Thornton, California

      Frank J. Riccardo, New York

      Laurie Schleiger, Nebraska

      Janell Zubrinsky representing Deborah Bronow, California

      Steve Foster, California

      Chuck Powell, California

      Dale Kilbourne, USDOL/ETA, Region IX

  • UI Overpayment Recovery Project core team members:

    Judy Kessinger, California

    Mary Ann Miyao, California

Additional assistance In addition to the Advisory Work Group members, assistance in developing the TAG was provided by:

  • USDOL/ETA staff:

    Tim Martin, Region I

    Carolyn Bellosi, Region III

    Preston Murray, Region VI*

    Kari Baumann, Region X*

  • SESA representatives:

Representative SESA Representative SESA
Stephanie A. Paul Alabama* (1) Priscilla E. Carrano New Jersey*
Dorthey Collard Alaska* John S. Mahoney North Carolina*
Rita Bunyard Arizona William Anderson Ohio*
Jessie B. Cain Arkansas Barbara L. Saylor Ohio*
Tom Smoragiewicz Connecticut* Marc Heatherington Oregon
Ed Duffee, Jr. Florida Minta Moore Pennsylvania
Delos W. Whitaker Georgia* Michael Petrarca Rhode Island*
Patricia Kaduk Illinois* Arlene Weber Rhode Island*
Gary Douglas Iowa Barry F. Alexander South Carolina*
Vikki Muse Kansas* Ron Schaffer South Dakota*
Richard A. Skinner Kansas* Marie Moss Tennessee
Lana Trent Kentucky Kenneth Helm Texas
Carol Webb Maine* Valerie Rickert Vermont
Linda Meads Maryland* Roy Bryant Virginia
Marva Bradshaw-Elliott Michigan* Carole Bernhardt Washington
Janelle Stoesz Minnesota* James Osborne West Virginia
Terrence A. Nisi New Hampshire Mary Pertzborn Wisconsin
SESA challenge The assistance and support provided by those who attended an Advisory Work Group meeting in Washington, D.C., contributed to the development of the new TAG. Through this cooperative effort of the USDOL and SESAs, a resource tool was developed to meet the needs of both organizations. The SESAs are challenged to:

  • Use the TAG as a tool to stimulate thinking about better ways to do business.

  • Use the information provided in the TAG attachments to identify similar endeavors and to avoid "re-inventing the wheel."

  • Share best practices and lessons learned on the ITSC UI Web Site.

1. * Attended an Advisory Work Group meeting in Washington, D.C., to edit a draft of the TAG.