Unemployment Claims Management Costing and Representation Services

The Vendor is required to provide for unemployment claims management services.
- Claims Management Requirements
•    Collect and store ongoing electronic employee separation data to respond to unemployment claims.
•    Provide dedicated Claims Representation in the initial claims process and work with City staff to ensure timely unemployment claims management and responses.
•    Provide analysis, expert advice, guidance on determinations and appeal rights, and file appeals, if needed (at no additional charge).
- Reporting to the City HR staff for purposes of unemployment cost management in various formats on a timely basis is required.
- Process all initial claims, review benefit decisions, appeals, hearing preparation and representation, written arguments and briefs.
- Hearing Representation Requirements
•    Provide a dedicated Hearing Representative to assist with case analysis, witness preparation, and document review in preparation for a hearing.
•    Provide representation during hearings. The Hearing Representative will guide the City's designated representatives through the hearing to ensure a favorable outcome (at no additional charge).
- Benefit Charge Audit Requirements
•    Carefully review charges pursuant to state unemployment requirements.
•    Audit and identify erroneous charges.
•    Protest and resolve any identified erroneous charges.
- Reporting Requirements
•    Provide the City with access to clear and accurate reporting of detailed activity of claims, appeals, decisions, and charges.
•    Provide access to real time data for the purposes of audits and process improvements.
- Customer Service Requirements
•    Provide a "dedicated claim specialist" who will maintain a work schedule of Monday through Friday, with hours that align with the city’s needs. 
•    All messages received during regular business hours must be responded to within 30 minutes. 
•    All messages received during non-business hours must be responded to within 4 hours of the opening of the next business day. 
•    The dedicated claim specialist must return all phone calls within 4 hours, the day on which they receive the message.
- Data Security Requirements
•    Provide secure, encrypted, web-based authentication and access using SAML authentication.
•    Solution to include SSL (secure sockets layer) at minimum 256-bit encryption for data transmission.
•    Provide a formal security incident response process as part of this process which includes responding to security incidents and notifying customers proactively during the incidents (i.e. Quantify using SLA’S, timeframes, and root cause analysis).
•    Contractor to notify the city upon security vulnerability alerts within 8-hours of discovery.

- Questions/Inquires Deadline: October 28, 2025