The vendor is required to provide unemployment cost management services for include:
- 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).
• The city to act as the city's agent and attorney in fact in unemployment claim related matters. contractor will process all initial claims, review benefit decisions, appeals, hearing preparation and representation, written arguments and briefs. contractor will also secure pertinent information and, where appropriate, process, in a timely manner, the information and file a detailed protest of the payment and charging of benefits.
• The contractor will replace the old database with the new database and update the pay history information following receipt of the updated database from the city.
- 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).
• Contractor will manage the appeal process including stating appropriate arguments and filing appropriate paperwork.
• Contractor shall prepare city staff for the hearing in a pre-hearing conference; advise city staff regarding hearing procedures; review all elements of the case; and examine documentation and review those elements to secure a favorable decision.
- 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.
• Provide immediate notification of the disposition of each claim.
• Provide claims activity and summary reports by city cost center
- Legislative updates
• Provide the city with legislative updates and/or updates that pertain to unemployment.
- Training requirements
• Provide in-person or webinar training to the city upon request
• Provide training on unemployment changes and news updates regarding federal and state tax changes.
• Contractor will use claim data to improve outcomes and reduce liabilities and training curriculums will be based on contractor's observations
• Provide the training in a format that is most convenient and impactful for the city.
• The ability to provide training in either a webinar or in-person format.
- 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 will be responded to within 30 minutes.
• All messages received during non-business hours will be responded to within 4 hours of the opening of the next business day.
• The dedicated claim specialist will return all phone calls within 4 hours, the day on which they receive the message.
- Data backup requirements
• Provide an annual disaster recovery action plan that outlines that year's disaster recovery implementation schedule, and the most recent disaster recovery action plan should be available to the city upon request.
• Disaster recovery will be performed on a best-efforts basis and the contractor will provide communication available to the city as to the status of the recovery process.
- 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.
- Contract Period/Term: 5 years
- Pre-Offer Conference (Non-Mandatory) Date: April 29, 2025
- Questions/Inquires Deadline: May 13, 2025