Most States Have Shifted to Taking Claims Remotely, and All States Provide Claimants with Information on Their Obligations and Available Reemployment Services

Nearly all states accept most initial UI claims remotely by telephone,  Internet, or both. Even though claimants filing remotely no longer have  face-to-face contact with UI staff at the time the claim is filed, all states  told us they have found ways to provide information on eligibility  requirements and reemployment services to individuals filing initial  claims, often beginning at the time the claim is filed. Most states told us  that the shift to remote claims did not diminish their ability to provide  information on reemployment services to claimants and, in some cases,  had improved customer service and helped ensure that claimants received  consistent information. States Provide Claimants Access to a Range of Reemployment Services and Use UI Program Requirements to Connect Them with Available Services

Across states, UI claimants have access to a variety of reemployment  services, and states make use of UI program requirements to connect  claimants with available services at various points in their claim. In many states, these requirements also serve to link  claimants to reemployment opportunities and services. States Target Reemployment Services to Particular Groups of Claimants

States also engage some claimants in reemployment services directly  through programs that identify certain groups for more targeted  assistance. States primarily target reemployment services to claimants  identified as most likely to exhaust their UI benefits before finding work  through federally required claimant-profiling systems. While states must meet a number of federal reporting  requirements for their UI programs, and for their federally funded  employment and training programs, none of these reports provide a  complete picture of the services received or the outcomes obtained by all  UI claimants. Furthermore, we found that few states currently go beyond  the federal reporting requirements to monitor the extent to which  claimants are receiving services from the range of federally funded  programs that are designed to assist them, and even fewer monitor  outcomes for these claimants, largely because of limited information  systems capabilities. Labor has some initiatives that may begin to shed  light on claimant services and outcomes, but some limitations remain. Appendix I: Objectives, Scope, and Methodology

We were asked to provide information on (1) the extent to which states  have shifted to remote methods for filing initial claims and how they are  making claimants aware of their responsibilities to look for work and the  services available to assist them, (2) what states are doing to facilitate the  reemployment of unemployment insurance (UI) claimants, and (3) what is  known about the extent to which unemployment insurance claimants  receive reemployment services and about the outcomes of claimants who  receive these services.
Why GAO Did This Study

With unemployed workers at a greater risk of long-term unemployment than in the past, it is increasingly important to quickly connect Unemployment Insurance (UI) claimants with reemployment activities. However, the shift to remote claims filing in many states has raised concerns about maintaining a connection between the UI program and reemployment services. This report examines (1) the extent to which states have shifted to remote claims filing and how they are making claimants aware of program requirements and services, (2) what states are doing to facilitate reemployment of UI claimants, and (3) what is known about the extent to which UI claimants receive reemployment services and about their outcomes.

What GAO Found

Nearly all states accept most initial UI claims remotely by telephone, the Internet, or both. Even though claimants filing remotely no longer have face-to-face contact with UI staff at the time the claim is filed, all states told us they have found ways to provide information on eligibility requirements and reemployment services to individuals filing claims, such as by including this information in the scripts used by claims takers at UI call centers or as documents on Web pages. Officials from most states told us the shift to remote claims has not diminished their ability to provide information or deliver services to claimants. In fact, some report that this shift may have improved their ability to serve their customers. cross states, claimants have access to a variety of reemployment services, and states make use of UI program requirements to connect claimants with available services at various points in their claim. All federally approved state UI programs require that claimants be able and available to work, and in many states these requirements also serve to link claimants to reemployment services. States also engage some claimants in reemployment services through programs that identify certain groups for more targeted assistance. States primarily target reemployment services to claimants identified as most likely to exhaust their UI benefits before finding work, through federally required claimant profiling programs. Little is known about the extent to which claimants receive services from the broad array of programs designed to assist them or about the outcomes they achieve. States must meet a number of federal reporting requirements for their UI and employment and training programs, but none of these reports provides a complete picture of the services received or the outcomes obtained by UI claimants. GAO also found that few states monitor the extent to which claimants are receiving these services, and even fewer monitor outcomes for these claimants, largely due to limited information systems capabilities. Labor has some initiatives that may begin to shed light on claimant services and outcomes, but none will provide a complete picture.