Welcome to the 2020 NASWA Summit

The National Association of State Workforce Agencies Workforce Summit and UI Directors’ Conference

SEPTEMBER 23-24, 2020

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For the Best State Possible

For more than 45 years, Maximus has been governments’ trusted partner – especially during times of crisis and uncertainty. We offer solutions that give governments greater flexibility to close gaps in staffing, budget, technology, performance, and customer experience.

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By the numbers


state UI programs supported


Maximus specialists performing complex UI work


job seekers served in employment and training annually

Supporting states’ evolving Unemployment Insurance program needs for today and in the future

After six months of COVID-19, a new public-private partnership model is emerging for Unemployment Insurance programs. With a green light from the federal Office of Personnel Management (OPM) and flexibility supported through the CARES Act, Maximus currently assists 14 states with responding to COVID-19 and meeting the needs of the individuals and families they serve. From claimant support and claims management to business process improvements, our dedicated professionals have the background and expertise to help UI programs overcome the challenges of today and move towards the future with confidence.

How we help

From claimant support and claims management – including initial claims filing, processing, fact finding, adjudication, and fraud prevention – to business processes that include systems modernization consulting, we provide a comprehensive portfolio of front- and back-office services to help state UI programs operate more efficiently and effectively. Looking to the future, we can also ramp down services on demand and supplement your state’s efforts to help UI recipients return to the workforce quickly.

What we do

We have the capability and capacity to augment, support, and supplement states’ UI/PUA program needs – quickly. More than 3,150 Maximus specialists currently perform complex work in claimant support, claims management, adjudication support, and program integrity. Because they are home-based, we offer clients trained, experienced workers that can be deployed to support their programs for the duration of time needed. And our experienced consultants can support states preparing to modernize their processes and/or systems.

Why we’re unique

Our decades of experience operating health and human services programs translate to unmatched operational efficiencies, enhanced program performance, and the ability to provide citizens with the highest level of service. Since our work providing UI/PUA services began earlier this year, we have already delivered significant value for our state partners, including the ability to process more claims, faster; reduce claimant frustration; and maintain program integrity. Further, as a leading provider of workforce services to state and local governments, we can help citizens navigate your state’s employment resources – providing outreach and facilitating connections, training, and referrals.

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Meet our team at the NASWA Summit

Doug Howard

Senior Vice President, Health and Human Services

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Ernie DeHoyos

Vice President, Program Modernization Consulting

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Dana Alfred

Vice President, Human Services

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Tobi Cates

Senior Manager, Program Modernization Consulting

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Providing a comprehensive portfolio of front- and back-office services

With a large team of well-trained workforce and human services staff strategically distributed across the nation, we have the ability to move resources around to respond to your state’s needs quickly. Utilizing our staff enables you to leverage their transferrable skills, which allow them to quickly learn and support your state’s UI program – performing both simple and complex tasks. Additionally, our experienced consultants bring a wealth of independent, unbiased expertise to the table.

Claimant support

Our claimant support augments your state’s front-office services, providing first-class customer service to ensure claims are submitted quickly and thoroughly. We can help with:

• Inbound calls
• Claims status information
• Basic questions
• Help filing initial claim
• Claim changes/updates
• Pin resets and bank changes
• Work history or wage adjustments
• Reopen claims
• Manage claimant email inquiries
• Multichannel engagement (virtual agent, web chat, phone)

Claims management and support

Performing more complex tasks, our claims management team can support your UI program’s back-office efforts, including:

• Claims investigation and processing
• Dynamic fact finding (claimant and employers)
• Validate identity
• Pension issues impacting eligibility
• Incomplete, expired, and ineligible claims adjudication
• Validate last bonafide employer issues
• Fraud investigation support
• Clarify incomplete/missing claims info
• IBIQ mismatch
• Wage protest issues
• Appeals and hearings support
• ICON systems expertise
• Protection against overpayment, and overpayment duration
• BOT and AI technology
• Integrated telephony if needed

Business processes and technology

We can support your UI program modernization efforts with skilled consulting that covers both processes and technology.

• Systems modernization and integration support
- GAP analysis
- Need assessments
- Implementation support (PMO, QA, IV&V)
- Post-PUA analysis
• UI business process review
- Process improvement
- Change management
- Improper payment detection and recovery
• Cultural process improvement
- Set departmental goals with stakeholders
- Breakdown silos for team collaboration
- Define desired outcomes
- Develop continual improvement
- Developing leaders
- Agile transformation

Job search support

The prolonged duration of UI payouts may strain trust fund solvency, put pressure on local American Job Center resources, and create downstream bottlenecks with TANF and other safety-net programs. Employers will be looking for qualified workers. By supplementing existing state employment services, we can help claimants return to jobs faster by offering them assistance in their job search – connecting them with online resources and virtual placement coaching.