Advisory Committee Meeting October 17, 2019
Presentation overview Introductions Approve meeting minutes Benefits Release Version 1.0 Marketing & Communications 2020 Advisory Meetings Open comment Paid Family and Medical Leave | Employment Security Department 2
Introductions • Advisory Committee • In-person attendees (Note: We will use the conference call feature to identify who is on the phone rather than announcing during meeting) Paid Family and Medical Leave | Employment Security Department 3
Approve September minutes • Discussion Paid Family and Medical Leave | Employment Security Department 4
Benefits Version 1.0--MVP Process Processing Application Bi-weekly claim Pre-screen Payment Paidleave.wa.gov CCT calculates: Portal Hours you Benefit $ • • Pre-paid card Customer files worked? Remaining • OR Direct by phone In WA? leave • Deposit is or Qualifying event? • established CCT CCT for customer Enters info • Enters info • Paper Yes No into system into system Sends Trigger • • Checklist to Additional determination payment apply and info on Reversal on login button qualifying, returns (Treasury) and option to proceed Automated Hybrid Manual 5
Benefits Version 1.0 Integrated Timeline December September January October November Jan. 2020 Sept 30 – Oct 2 Benefits claims Nov. 12-25 user Oct. 28 User test: User test open Feature test: Post-feature application process complete complete Phase six Jan. 2020 Oct. 1 rules in Reporting Reporting effect starts Q4 starts Q3 Health care provider, social worker outreach Communications WorkSource ambassador trainings Paid ads Benefit Mandatory Paidleave.wa.gov guide poster refresh released released Oct. 1 Oct. 16 Operations Team 5 Team 6 starts starts Training Staff trainings and procedure development 6
Future release strategy- Post January Online Bi-Weekly Claim Benefit Application Overpayments Small Business Assistance Grants Common Exceptions Integrated Premium Penalties & Correspondence Redetermine Benefits Interest Appeals for Benefits Printing & Storage Decision Premium Billing Premium related Treasury Management appeals Online Weekly Claims & Process Claim Processing Automation & Benefit Calculation Benefits (Version 1.0) Optimizations (1.1) Child Support Withholding (1.2) Trust Fund Protections (1.3) Grants & Appeals (1.4) Audits & Investigations (1.5) Refunds Improvements Integration CCT Tool Improvements Benefits Online User Experience Improvements Enhancements Child Support Integration 7
Future Release Strategy- What’s Not In System generated employer notification Ombuds Tracking System Cloud Migration Live Chat Job Protection Access online features in languages other than English Legislative Mandated Reports Records Disclosure & Retention Annual income statement for benefits Accept Benefit application by phone 8
Customer Feedback – Chelsea Persona • Had 7 one-on-one feedback sessions from 9/30- 10/4 • Tested (paper versions): • Checklist • Calculator • Application • Working with our usability vendor to compile all feedback Paid Family and Medical Leave | Employment Security Department 10
Marketing & Communications December September November January October Jan. 2020 Sept 30 – Oct 2 Benefits claims Nov. 12-25 user Oct. 28 User test: User test open Feature test: Post-feature of application complete complete process Mandatory Phase six Jan. poster released Oct. 1 rules in Reporting Reporting effect Benefit starts Q4 starts Q3 guide Paidleave.wa.gov released refresh Search engine marketing Direct employer comms Communications State agency coordination and outreach Health care provider, social worker outreach Paid ads Earned media WorkSource ambassador trainings 11
Paid and earned media Goals: Targeting and • reaching those who need the benefit prior to, and at, launch. Amplifying after • launch. Paid Family and Medical Leave | Employment Security Department 12
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2020 Advisory Committee meetings Discussion: • January – May: In Olympia, 3 rd Friday of the month, 1-3pm? • In June, shift to 3 rd Thursday of the month, 10am- noon; alternating between Olympia and Seattle? • Frequency? Paid Family and Medical Leave | Employment Security Department 24
For the good of the order: open comment Next meeting Wednesday, November 13, 2019 Paid Family and Medical Leave | Employment Security Department 25
Continue the conversation Visit us online at www.paidleave.wa.gov Carla Reyes Director, Paid Family & Medical Leave Employment Security Department Join our listserv at 360-485-2349 bit.ly/PaidLeaveList creyes@esd.wa.gov Ask questions and make comments on our public forum at bit.ly/CommentForum 26
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