Located in:
- Program-Specific Requirements for Wagner-Peyser Program (Employment Services)
All Program-Specific Requirements provided for the WIOA core programs in this section must be addressed for either a Unified or Combined State Plan.
b. Explain How the State Will Provide Information and Meaningful Assistance to Individuals Requesting Assistance in Filing a Claim for Unemployment Compensation Through One-stop Centers, as Required by WIOA as a Career Service.
Current Narrative:
The state of Indiana has implemented technology solutions to help UI claimants with all aspects of their claim. These solutions were implemented in every one-stop office across the state. The state identified designated computer terminals and phone lines in every office. These computers are identified specifically for UI customers who come into the office. The phones connect directly with the UI customer service call center for immediate help with their claim/issue. All claimants are directed to the computers and phone lines for all UI issues.
When this transition occurred, all Wagner Peyser and WIOA staff were trained on the new system and features. One of the features added was a remote desktop system called Bomgar. This system gives the call center staff the ability to take over the screen of a UI claimant so they can help walk the claimant through their claim. Any claimant that comes into the office is directed to these computers and to the call center for all questions and all one-stop staff are trained to direct all questions to the UI staff at the call center.
The state has also begun assisting clients through a marketed toll free phone number which is available to the public. All partners have been informed of this hotline and are encouraged to refer clients for all UI related services.
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