Today's Law As Amended

PDF |Add To My Favorites |Track Bill | print page

SB-375 Employment Development Department: unemployment insurance claimants: assistance.(2021-2022)

As Amends the Law Today


 Section 320.2 is added to the Unemployment Insurance Code, to read:

 (a) The department shall implement a formal policy no later than October 1, 2021, that establishes a process for tracking and periodically analyzing call information data to determine the reasons why unemployment insurance claimants call the department for assistance.
(b) Every six months thereafter, the department shall analyze the data it has collected in order to improve its call center. In conducting its analysis, the department shall identify and resolve weaknesses or problems with the ways in which the department provides assistance to claimants through self-service and noncall-center options. The department shall also develop specialized training modules to quickly train its call center staff on the most commonly requested items with which callers want assistance.
(c) The department shall take all of the following actions:
(1) Review first-call resolution data at least monthly to evaluate whether the call center is providing effective assistance to callers.
(2) Implement features on its phone system to allow callers to request a callback from a customer service agent instead of waiting on hold for assistance.
(3) (A) Develop a recession plan to prepare for future economic downturns. The plan shall take into account the lessons learned from previous economic downturns, including the COVID-19 pandemic. The plan shall include all of the following:
(i) The indicators that the department will monitor and use to project the likely upcoming workload that it will face.
(ii) The steps the department will take to address increases in its workload, such as cross-training nonunemployment insurance staff, changing its staffing levels, prioritizing specific tasks, and adjusting the ways in which it performs certain work.
(iii) The altered policies or procedures that the department will activate if a rise in unemployment insurance claims becomes significant enough to warrant altered policies or procedures.
(B) (i) The plan developed under this paragraph shall be completed no later than January 1, 2022, and the plan shall be updated at least once every three years thereafter. A report on the plan shall be submitted to the relevant committees of the Legislature by January 1, 2022, and every three years thereafter.
(ii) The requirement for submitting a report imposed under clause (i) is inoperative on January 1, 2026, pursuant to Section 10231.5 of the Government Code.
(iii) A report to be submitted pursuant to clause (ii) shall be submitted in compliance with Section 9795 of the Government Code.
SEC. 2.
 This act is an urgency statute necessary for the immediate preservation of the public peace, health, or safety within the meaning of Article IV of the California Constitution and shall go into immediate effect. The facts constituting the necessity are:
In order for the Employment Development Department to effectively provide unemployment benefits to preserve public peace, health, and safety during the current COVID-19 pandemic and beyond as soon as possible, it is necessary for this measure to take effect immediately.