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2024 Session

Budget Amendments - HB30 (Member Request)

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Chief Patron: Bennett-Parker
Improving Accessibility for UI Claimants

Item 356 #2h

Item 356 #2h

First Year - FY2025 Second Year - FY2026
Labor
Virginia Employment Commission FY2025 $3,620,764 FY2026 $3,620,764 GF

Language
Page 411, line 2, strike "$586,779,340" and insert "$590,400,104".
Page 411, line 2, strike "$586,779,340" and insert "$590,400,104".

Page 412, after line 18 insert:

"L.1. Out of this appropriation, $3,620,764 the first year and $3,620,764 the second year from the general fund is provided for staff, including overhead costs necessary for ensuring conformity with federal law and guidelines for unemployment insurance accessibility. The commission may hire additional workforce/one-stop center unemployment personnel, regional customer advocates, website developers, communications/accommodations specialists, and administrative support specialists. With the amounts provided in this paragraph, the commission may update web, written, telephonic, in person, and other relevant information and assistance to ensure accessibility and understandability for all claimants.

2. The commission shall revise its website, written notices, call center scripts and recordings, protocols for in person assistance, and other relevant personnel or methods of communication to provide claimants with a clear roadmap for and understanding of the unemployment application, adjudication, claim-filing, and appeal processes.

3. The commission shall develop: (1) a series of instructional, short videos designed to help claimants better understand their potential eligibility for unemployment insurance, the steps of the application process, and how to file a claim and (2) an interactive, online eligibility tool that enables claimants to better understand their potential eligibility and benefits under the program.

4. The commission shall review and revise documents and online resources to more clearly describe and explain (1) eligibility criteria for Unemployment Insurance (UI), (2) how to navigate the UI claims and appeals process, and (3) the status or outcome of a claim.

5. The commission shall update claimant notices, the online portal, call center scripts and recordings, protocols for in person assistance, and other relevant personnel or methods of communication to provide in an accessible format and explain in plain language: (1) where the claimant currently stands in the application, adjudication, claim, or appeal process; (2) what the claimant's rights and responsibilities are at that step in the process; (3) whether further action or response is required for the claimant to advance in the process, and if so, a detailed plain language explanation of (a) the necessary action or response, (b) the date by which the claimant must act or respond, (c) what methods of action or response are available (online, by phone, in person, etc.), and (d) the adverse outcomes for the claimant if they fail to timely act or respond; and (4) and what and when the next step of the process (if applicable) will take place.

6. The commission shall affirmatively and annually test the usability, accessibility, and understandability of these improvements to claimant notices, the online portal, call center scripts and recordings, protocols for in person assistance, and other relevant personnel or methods of communication with a diverse cohort of claimants and claimant advocacy groups, including persons with limited English proficiency, disabilities, limited technological access or proficiency, and/or limited income, etc. to ensure accessibility and compliance with applicable federal law and U.S. Department of Labor guidance.

7. The commission shall annually report the results of this testing to the General Assembly, including any written comments about the report's contents provided after a public notice period with the finalized draft report, and make said report and written comments conspicuously available on its website. Where the commission improvements fail to meet federal guidelines for equity accessibility, the commission's report shall outline specific steps to bring all web and written materials and phone and in person communications in conformity with those guidelines."



Explanation

(This amendment provides $3.6 million in each year for additional staff at the Virginia Employment Commission to improve accessibility for Unemployment Insurance claimants.)