Talk to a Change Agent

Unemployment Insurance

Create a resilient agency ready to adapt when a crisis strikes.

Reclaiming staff capacity to meet demand

Economic downturns. Public health emergencies. Natural disasters. While we don’t want these crises to occur, the reality is they’re inevitable – we just don’t know when.

When disaster hits and unemployment insurance claims surge, you and your team must be ready to deliver benefits to a wave of new customers in their most critical moments. But with limited time and resources, agencies can’t afford to hire and train new staff on the fly. That’s why proactive strategies are a must.

So how can you maximize the capacity of your existing trained staff, empowering them to serve more customers with the resources available?

That’s where Change & Innovation Agency (C!A®) comes in. We help workforce agencies supercharge their capacity to handle spikes in demand. By assessing current capacity, refining business processes, delivering tailored training programs, and strategically implementing technology solutions, we ensure your staff is equipped and ready for any crisis.

Results worth celebrating

Using our proven, capacity-building approaches and SaaS technology solutions, we help you rethink how your agency gets things done – serving customers more effectively and improving the outcomes that matter most. Our partnerships achieve the following:

Significantly increased staff capacity

Reduced or eliminated backlogs

Reimagined workflows

Improved processing times

Escalated collections

Increased accuracy

Enhanced customer experience

Strengthened compliance and avoided penalties

Solutions tailored to your needs

Highly skilled in capacity-building and business process redesign, our Unemployment Insurance team is ready to help you create a resilient agency primed to adapt and meet changing demands.

 

Accomplish a range of agency goals and objectives 

To create an agency ready to adapt and meet ever-changing demand requires rethinking how you do your work. Using our proven, capacity-building, business process redesign approach, our team of experts will work with you and your team to create a service delivery model and processes that make sense for today’s agency, allowing you to fluidly move staff as demand fluctuates. By streamlining your processes, you will eliminate unnecessary work that steals precious staff time and, in turn, reclaim staffing capacity within your existing operation, ensuring they have the capacity to perform the agency’s important work and move your mission forward every day – even when crisis strikes.

Business Process Redesign →

Current™, C!A’s SaaS service delivery platform, helps unemployment insurance agencies serve as many customers as possible with the resources available each day. In one single dashboard, you can see in real-time how much work exists across the agency, who is working, and how quickly customers are being served. Its intelligent work routing functionality – powered by the Get Next button – ensures the right work is delivered to the right worker (skillset + availability) at the right time (priority).

Current™ →

Modernization of legacy systems affords you the opportunity to rethink work that technology ultimately supports. And that’s what our team can help you do. By identifying the ideal business model and processes in advance of investing in a new technology solution, you will maximize your technology investment – ensuring you select the best solution that will support your work and help you provide the best service possible to customers when they need you most.

Technology →

C!A’s expertise in workforce services, unemployment insurance, economic supports, human services, and process redesign is directly linked to the experience of our staff. Our team is composed of experienced government professionals who bridge the gap between policy and practice within UI and workforce services. Our change agents have filled nearly every role in the labor and human services delivery process, from agency directors, policy chiefs, and eligibility workers to office managers, subject matter experts, and CIOs. We have worked within unemployment insurance for many years, at every level, and have deep operational experience and empathy.

 

Contact our Unemployment Insurance team today and let’s discuss how we can help you and your team create a resilient agency ready to meet demand both now and when the next crisis strikes.

Unemployment Insurance Practice Lead

C!A has cracked the code on how agencies can maximize activities to increase collection success. By rethinking the status quo, C!A’s team of collection experts will help you transform how and when collections’ staff pursue delinquent funds – long considered to be uncollectible – to help you improve your agency’s return on investment in terms of staff time and resources, while delivering an infusion of dollars into the Trust Fund, furthering its long-term solvency.

“Peter Brady served as my Deputy Secretary at the Kansas Department of Labor. Throughout his tenure, Peter demonstrated a strong commitment to various critical areas within the agency, including unemployment insurance, workers’ compensation, industrial safety and health, and labor market statistics. Particularly noteworthy was his adept navigation of the complex and politically sensitive landscape during the pandemic, exhibiting exceptional vision and strategic acumen. Peter consistently embodies the values of integrity, resilience, and creativity, which made him an indispensable asset to our team. His remarkable contributions were pivotal in advancing the department’s mission and objectives.”

—Amber Shultz, Secretary of Labor, Kansas Department of Labor

 

We Serve

C!A’s capacity-building solutions for Unemployment Insurance are currently implemented across three states.

Learn more about our previous and ongoing projects.

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