Establishes a three-year pilot program to record and analyze customer service intake calls for unemployment benefits.
The Unemployment Intake Accountability Pilot Program, established by this bill, aims to evaluate the effectiveness of recording customer service intake calls for unemployment benefits. The Department of Labor and Workforce Development will record a representative sample of calls for analysis. The commissioner must survey these calls annually, focusing on resolution rates, time to resolution, and the correlation between these factors and benefit levels. The results will be published in an annual report.
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