academy course catalog dec 2016 v7...ui national integrity academy 5 course catalog, december 2016...

INTEGRITYN A S W A U I I n t e g r i t y C e n t e r

In Partnership with USDOL

COURSE CATALOG

december2016

Unemployment InsuranceNational Integrity Academy

UI National Integrity Academy 2 Course Catalog, December 2016

Table of Contents About the Academy..............................................................................................................................3

Certificates Offered................................................................................................................................4

Types of Training Available...................................................................................................................4

Assessments and Testing.......................................................................................................................5

Registration...............................................................................................................................................5

UI Program Leadership Certificate.....................................................................................................6

Target Audience.................................................................................................................................6

Curriculum.............................................................................................................................................6

Lesson Descriptions.............................................................................................................................7

UI Operations Integrity Certificate....................................................................................................12

Target Audience...............................................................................................................................12

Curriculum...........................................................................................................................................12

Lesson Descriptions...........................................................................................................................14

UI Fraud Investigations Certificate....................................................................................................18

Target Audience...............................................................................................................................18

Curriculum...........................................................................................................................................18

Course Descriptions..........................................................................................................................19

UI Tax Integrity Certificate...................................................................................................................22

Target Audience...............................................................................................................................22

Curriculum...........................................................................................................................................22

Course Descriptions..........................................................................................................................24

UI Data Analytics Certificate.............................................................................................................27

Target Audience...............................................................................................................................27

Curriculum...........................................................................................................................................27


About the Academy The UI National Integrity Academy is dedicated to providing rigorous and relevant training programs and materials to state administrative agencies. To assist in the UI Integrity Center mission, the Academy provides a series of interrelated certificates designed to support the needs of UI staff members who are seeking to upgrade their skills, advance their career, or initiate a career path change. The Academy uses instructional strategies that build skills, knowledge and confidence and then provide learners with opportunities to apply what they’ve learned in simulated environments that mimic real-world experience. Students can then hit the ground running. The following graphic describes the purpose of each lesson type in the Academy’s lesson structure model.


Certificates Offered The Academy will offer five certificates for UI professionals:

§ UI Program Leadership § UI Operations Integrity § UI Fraud Investigations § UI Tax Operations § UI Data Analytics

Participation in any of the Academy’s certificate programs is optional for UI staff. Receipt of a full certificate will be dependent upon the completion of each module, lesson, and its associated exams. Many staff members will be motivated to complete certification to improve their skills, increase their knowledge, and to help advance their position within their agency, especially since the certificates are aligned with potential career pathways. For details, see the description of each certificate within this document. UI staff members who are interested in receiving training in a particular topic but who are not interested in completing certification are still able to able to take training offered through the Academy. UI staff members not interested in pursuing certification will not be required to take the module/lesson exams.

Types of Training Available The Academy offers a blended training solution that includes:

§ eLearning modules § eSimulations § Instructor-led training

eLearning modules provide online interactive content. Learners can take eLearning modules at a time convenient for them. They can also pause and re-start a lesson, if necessary. eSimulations provide scenarios that require learners to apply knowledge, critical thinking, and reasoning to make decisions and answer questions. These strategies promote knowledge and skill transfer from the learning environment to the job. Like eLearning modules, learners can begin and pause an online simulation to fit their schedule.


Instructor-led training provides learners the opportunity to apply new skills in the context of case studies and scenarios within a live setting that involves a high level of engagement, group work, and instructor feedback.

Assessments and Testing All learners have the opportunity to demonstrate mastery of the learning objectives. The type of assessment used will depend on the strategy used to provide the training. eLearning modules: For all eLearning modules, mastery of the learning objectives will be verified through a module assessment. To earn a certificate, a learner must complete all lessons in all modules and also pass the assessment for each module within a certificate. Learners who do not want to get certified may complete the training modules without taking the assessments. eSimulations: For online simulations, the assessment is embedded in the simulation. As the learner progresses through the simulation and responds to questions, the results are displayed to the learner and final pass/fail results are recorded. Results, however, are not made available to the learner’s supervisors or UI agency. Successful completion of all modules in the online simulation constitutes a passing grade for certification purposes. Instructor-led training: Participants of instructor-led training who are seeking certification are required to complete the instructor-led course. Learners will demonstrate mastery of the learning objectives through active participation in the class and completion of their participant workbooks.

Registration For information on how to register for the National Integrity Academy and how to access certificates, contact the Training Coordinator, Brandon Barr at [email protected].


UI Program Leadership Certificate Target Audience The UI Program Leadership certificate is intended for:

§ UI directors § UI supervisors and managers § Executive leadership who interface with UI personnel

The UI Program Leadership certificate will prepare UI program leaders to apply successful leadership techniques and integrity strategies to strategically lead and monitor integrity improvement efforts. Curriculum The UI Program Leadership curriculum will be delivered through the following seven eLearning modules:

§ UI Integrity Fundamentals for Program Leadership § Strategic Management § Assessing the UI Environment § Prioritizing UI Integrity Strategies § Evaluating UI Integrity Implementations § UI Integrity Funding § UI Agency Tour (optional)

To earn the UI Program Leadership certificate, learners are required to complete all lessons within each eLearning module. The UI Agency Tour module is optional, but recommended, for UI program leaders. Below is a list of the lessons within each module and its code in the Learning Management System. The average time to complete the lessons ranges from 20 to 60 minutes. P0 UI Integrity Fundamentals for Program

Leadership Lesson Type Est. Time

P001 UI Integrity Fundamentals for Program Leadership

¾ eLearning 45-60 min

P0E Module Exam ¾ eLearning 20 min PO Module Release - Available Now P1 Strategic Management P105 Strategic Leadership in UI Operational

Integrity ¾ eLearning 45-60 min

P110 Continuous Improvement Tools and Techniques

¾ eLearning 45-60 min

P115 Time Management ¾ eLearning 30 min P1E Module Exam ¾ eLearning 20 min P1 Module Release - Available Mar 2017


P2 Assessing the UI Environment P205 Making Sense of UI Integrity Data ¾ eLearning TBD P210 Cross-functional Team Collaboration ¾ eLearning TBD P2E Module Exam ¾ eLearning TBD P2 Module Release - Available Aug 2017 P3 Prioritizing UI Integrity Strategies P305 Formulating UI Integrity Strategies ¾ eLearning TBD P310 Prioritizing Integrity Strategies – You Try It ¾ eSimulation TBD P3E Module Exam ¾ eLearning TBD P3 Module Release - Available Jan 2018 P4 Evaluating UI Integrity Implementations P405 Cross-Match Implementation – You Try It ¾ eSimulation TBD P410 Data Warehouse Implementation – You Try It ¾ eSimulation TBD P415 Messaging Implementation – You Try It ¾ eSimulation TBD P420 SIDES Implementation – You Try It ¾ eSimulation TBD P4 Module Release - Available June 2018 P5 UI Integrity Funding P505 Sources of UI Funding ¾ eLearning TBD P510 Cost Justifications for Proposed Changes ¾ eLearning TBD P515 Strategies for Budget Changes ¾ eLearning TBD P520 Budget Adjustments – You Try It ¾ eSimulation TBD P5E Module Exam ¾ eLearning TBD P5 Module Release - Available Sept 2018 AT UI Agency Tour (optional) AT105 Claims Processing Center ¾ eLearning TBD AT110 Benefit Payment Control (BPC) ¾ eLearning TBD AT115 Benefit Accuracy Measurement (BAM) ¾ eLearning TBD AT120 Appeals ¾ eLearning TBD AT125 Tax ¾ eLearning TBD ATE Module Exam ¾ eLearning TBD AT Module Release - Available Mar 2018

Lesson Descriptions P0 w UI Integrity Fundamentals for Program Leadership P001 w UI Integrity Fundamentals for Program Leadership This lesson provides the foundational knowledge required to understand UI Integrity and its importance in the state workforce agency (SWA). It is a prerequisite for all other modules in the UI Program Leadership certificate. Topics include: definition and purpose of UI Integrity; how SWAs can maintain UI integrity; causes of improper payments;


importance of strong cross-functional relationships, the role of program leaders in improving integrity, and references to important resources for UI program leaders. P1 w Strategic Management P105 w Strategic Leadership in UI Operational Integrity Strategic program leaders must balance day-to-day operations with ongoing initiatives for improving integrity. This lesson introduces the importance of strategic leadership in UI integrity. Topics include: attributes of strategic leaders, the strategic management process, UI integrity strategies, key relationships for UI integrity, and methods for working the legislative process. P110 w Continuous Improvement Tools and Techniques To maintain and improve UI integrity over time, program leaders must build a culture of continuous improvement. This lesson explores various continuous improvement methodologies and introduces practices, tools, and techniques for improving UI integrity. Topics include: continuous improvement methodologies, UI dashboards, tools and techniques for SWOT analysis, process analysis, data analysis, and root cause analysis, emerging trends in data analytics, and tools for managing integrity-related projects. P115 w Time Management This lesson introduces the importance of time management as it relates to UI integrity. Debunk the myths of multitasking. Learn practical techniques to balance priorities, eliminate distractions, improve UI integrity and achieve timeliness, quality, and productivity goals. P2 w Assessing the UI Environment P205 w Making Sense of UI Integrity Data Step 1 of the strategic management process is assessing the UI environment. This lesson focuses on using UI integrity data to identify and assess internal and external factors that may impact UI integrity. Learn how to interpret UI performance metrics and use UI data analytics to identify opportunities to improve UI integrity. P210 w Cross-functional Team Collaboration Learn the importance of getting input from cross-functional staff during Step 1 of the strategic management process. In this lesson, explore various factors that may be impacting UI integrity and factors that may impact a UI integrity implementation. Assess IT and other functional units’ strengths and weaknesses, workload, and competing priorities prior to formulating and prioritizing UI integrity strategies.


P3 w Prioritizing UI Integrity Strategies P305 w Formulating UI Integrity Strategies Step 2 of the strategic management process is formulating and prioritizing strategies to improve UI integrity. This lesson focuses on typical considerations when formulating and evaluating strategies for preventing and detecting improper payments, recovering UI overpayments, and/or collecting delinquent employer tax debts. P310 w Prioritizing Integrity Strategies – You Try It Take this lesson to apply Step 2 of the strategic management process to a UI case study. Learners will use prioritization tools and techniques to evaluate UI integrity strategies, identify “low hanging fruit,” build momentum with timely improvements, and achieve the greatest impact with resources available. P4 w Evaluating UI Integrity Implementations P405 w Cross Match Implementation – You Try It Steps 3 and 4 of the strategic management process are implementing and evaluating UI integrity strategies. This lesson uses a cross-match case study to teach concepts and methods for planning UI integrity projects, benchmarking, working with IT, evaluating a cross-match implementation, and prioritizing next steps. Completion of previous modules in the Program Leadership certificate is strongly recommended prior to taking this lesson. P410 w Data Warehouse Implementation – You Try It This lesson allows learners to apply continuous improvement concepts, tools, and techniques to a Data Warehouse case study and interpret UI data and input from cross-functional teams to navigate the strategic management process in a simulated UI environment. Completion of previous modules in the Program Leadership certificate is strongly recommended prior to taking this lesson. P415 w Messaging Implementation – You Try It Learners will apply continuous improvement concepts, tools, and techniques to a Messaging case study and interpret UI data and input from cross-functional teams to navigate the strategic management process in a simulated UI environment. This lesson introduces data analysis techniques for evaluating messaging campaigns and prescribing messages based on claimant and/or employer behaviors. Completion of previous modules in the Program Leadership certificate is strongly recommended prior to taking this lesson. P420 w SIDES Implementation – You Try It Learners will apply continuous improvement concepts, tools, and techniques to a SIDES case study, and interpret UI data and input from cross-functional teams to navigate the strategic management process in a simulated UI environment. Completion of previous


modules in the Program Leadership certificate is strongly recommended prior to taking this lesson. P5 w UI Integrity Funding P505 w Sources of UI Funding This lesson teaches practical methods for making strategic budget planning decisions. Topics include: sources and flow of UI funding, allocation of base/administrative funding, strategies for using federal supplemental funding to improve UI integrity, and tips for using state supplemental funding. P510 w Cost Justifications for Proposed Changes Occasionally departmental budgets must be reallocated to address emergent issues or integrity-related changes. This lesson focuses on assessing the impact of a proposed integrity-related change on a departmental budget. Topics include: terms and concepts related to departmental budgets, analyzing budget components, and performing cost justifications for budget changes. P515 w Strategies for Budget Changes UI departmental budgets are not cast in stone; they are allocated strategically and then monitored and managed to achieve integrity goals and operational objectives. This lesson will teach learners to monitor and evaluate budgets, and formulate strategies to address budget gaps. P520 w Budget Adjustments – You Try It Learners will apply budget management concepts, tools, and techniques to two UI integrity-related case studies. Interpret UI budgets, UI data, and input from cross-functional teams in a simulated UI environment to formulate strategies to adjust a budget as needed to accommodate changes. AT w UI Agency Tour AT105 w Claims Processing Center Take this interactive guided tour to gain an understanding of what it is like to work in the claims processing center. Learn about the mission and functions of a call center or claims processing center, how these centers work towards improving integrity, and key roles and responsibilities of individuals working in claims processing or call centers. AT110 w Benefit Payment Control (BPC) This interactive guided tour is designed to provide learners with an understanding of the experiences of working in a BPC unit. Learn about the mission and activities in a BPC unit, how the employees working in BPC works towards improving integrity, and key roles and responsibilities of BPC investigators, technicians and other staff.


AT115 w Benefit Accuracy Measurement (BAM) Investigation Take this interactive guided tour to experience what it is like to work in a BAM unit. Learn about the mission and activities in a BAM unit, how BAM investigation results can help improve integrity initiatives in the SWA, and key roles and responsibilities of individuals working in a BAM investigation unit. AT120 w Appeals This interactive guided tour is designed to provide an understanding of what it is like to work in an Appeals unit. Learn about the mission and activities of the appeals unit, and key roles and responsibilities of appeals officers, and the role of appeals in Integrity initiatives. AT125 w Tax Take this interactive guided tour to learn what it is like to work in a Tax Operations unit. Learn about the mission and activities of the Tax Operations unit, and key roles and responsibilities of Tax Auditors and Investigators, and the role of tax in Integrity initiatives.


UI Operations Integrity Certificate Target Audience The UI Operations Integrity certificate is intended for individuals who work in front line operations including customer service reps or call center reps. Adjudicators, claims examiners, BPC specialists, office specialists and technicians, and collections reps will also find select modules and lessons useful. Curriculum The UI Operations Integrity curriculum will be delivered through the following six eLearning modules:

§ Fundamentals § Claims Intake and Processing § Adjudication § Overpayment/Recovery § Key Skills § UI Agency Tour

Each module includes several short lessons and a companion discussion guide that SWAs can use to reinforce concepts learned in the eLearning modules. The guides include discussion topics and group exercises that SWAs can customize for their internal training purposes. The Academy recommends that agency staff complete each certificate module as a group. All members of the group take the eLearning lessons within a given time period, then meet as a group to discuss the lessons using the discussion guide. To earn the UI Operations Integrity certificate, learners must complete all lessons within each eLearning module. Below is a list of the lessons within each module and its code in the Learning Management System. The average time to complete the lessons ranges from 25-45 minutes. NOTE: As of December 2016, many of the lessons remain under development and will be released on a rolling schedule. This catalog will be updated periodically as new courses are released. O0 UI Integrity Fundamentals for Operations Lesson Type Est. Time O001 UI Integrity Fundamentals for Operations ¾ eLearning 45 min O0E Module Exam ¾ eLearning 10 min O0 Module Release - Available Now O1 Claims Intake and Processing O105 Integrity in Claims Intake and Processing ¾ eLearning TBD O110 Prevention at Claims Intake ¾ eLearning TBD O115 Detection during Claims Processing ¾ eLearning TBD


O120 Claimant Rights and Responsibilities ¾ eLearning TBD O125 Eligibility Review ¾ eLearning TBD O1E Module Exam ¾ eLearning TBD O1 Module Release - Available Jan 2017 O2 Adjudication O205 Integrity in Adjudication ¾ eLearning TBD O210 Due Process ¾ eLearning TBD O215 BTQ ¾ eLearning TBD O220 Nonmonetary Determinations ¾ eLearning TBD O2E Module Exam ¾ eLearning TBD O2 Module Release - Available June 2017 O3 Overpayment/Recovery O305 Overview ¾ eLearning TBD O310 Crossmatches ¾ eLearning TBD O315 Identity Theft ¾ eLearning TBD O320 Multi-claimant Schemes ¾ eLearning TBD O325 Employer Schemes ¾ eLearning TBD O330 Collections Techniques and Tools ¾ eLearning TBD O3E Module Exam ¾ eLearning TBD O3 Module Release - Available Nov 2017 O4 Key Skills O405 Customer Service – Fundamentals of Exceptional

Customer Service ¾ eLearning TBD

O410 Customer Service – Handling Difficult Situations ¾ eLearning TBD O415 Interviewing and Fact Finding ¾ eLearning TBD O420 Time Management ¾ eLearning TBD O4E Module Exam ¾ eLearning TBD O4 Module Release - Available June 2017 AT UI Agency Tour AT105 Claims Processing Center ¾ eLearning TBD AT110 Benefit Payment Control (BPC) ¾ eLearning TBD AT115 Benefits Accuracy Measurement (BAM) ¾ eLearning TBD AT120 Appeals ¾ eLearning TBD AT125 Tax ¾ eLearning TBD ATE Module Exam ¾ eLearning TBD AT Module Release - Available Mar 2018


Lesson Descriptions O0 w UI Integrity Fundamentals for Operations O001 w UI Integrity Fundamentals for Operations This lesson provides the foundational knowledge required to understand UI Integrity and its importance in the SWA. It is a prerequisite for all other modules in the UI Operations Integrity certificate. Topics include: definition and purpose of UI Integrity; how SWAs can maintain UI integrity; causes of improper payments; and the role of operations staff in improving integrity. O1 w Claims Intake and Processing O105 w Integrity in Claims Intake and Processing This introductory lesson provides an overview of how front-line operations staff, such as customer service reps (CSRs), claims takers, and claims representatives, can help prevent and detect overpayments during initial claims intake and processing. Learn the qualities of a successful claims representative and understand how to set the tone for claimant interactions. O110 w Prevention at Claims Intake Front-line operations staff often have the first opportunity to prevent improper payments from happening because they are the first to see the claim and first to communicate with the claimant. This lesson focuses on what the claims rep can do during initial claims intake. The importance of complete and accurate information, tips for verifying the identity of the claimant, and how educating the claimant can prevent improper payments are discussed. O115 w Detection during Claims Processing In this lesson, learn successful practices claims rep can use to detect issues with claims that indicate a potential overpayment. The lesson includes tips to identify possible identify theft, worker misclassification, and potential issues on UFCE, UCS, and CWC claims. O120 w Claimant Rights and Responsibilities This lesson explains why it is important for claimants to understand their rights and responsibilities as a way to prevent improper payments from occurring. Gain an understanding of claimants’ key rights and responsibilities, and learn strategies to explain these rights to claimants effectively. O125 w Eligibility Review Claimants’ failure to meet state eligibility requirements is one of the prevalent causes of UI overpayments. This lesson explains how the eligibility review process can help reduce the number of overpayments associated with continued eligibility for UI benefits.


O2 w Adjudication O205 w Integrity in Adjudication This lesson explains how adjudicators work to identify issues during claims examining that could indicate potential improper payments on claims. Topics include: common issues and challenges that adjudicators face that impact integrity, and best practices when conducting adjudication calls with claimants and employers O210 w Due Process This lesson focuses on the importance of providing due process to claimants and how it can impact integrity. An explanation of how adjudicators can ensure due process in claims examining is included. O215 w Benefits Timeliness and Quality (BTQ) Performing quality work can help prevent improper payments. This lesson discusses how BTQ measures support and reinforce the goals of UI integrity. Topics include: the purpose of BTQ; the major steps to prepare for and conduct the BTQ; the impact BTQ has on making accurate determinations; and the criteria used to evaluate nonmonetary determinations as of the BTQ process. O220 w Nonmonetary Determinations Originally developed by USDOL, this lesson provides an overview of the adjudication process, and provides information on how to effectively utilize available UI resources to adjudicate claims, and make quality determinations. O3 w Overpayment/Recovery O305 w Overview This introductory lesson provides an overview of the functions performed by units specializing in prevention, detection, and recovery of improper payments, such as Benefit Payment Control (BPC) units. O310 w Crossmatches In this lesson, learn how SWAs use cross-matches to prevent, detect, and recover improper payments. Topics include types of cross-matches, the benefits and drawbacks of each type, and how states interpret crossmatch data. O315 w Identity Theft This lesson presents information on how identity theft is discovered, processes and tools states use to stop identity theft, and how claims representatives can respond when they suspect identity theft. Topics include: how identity theft is used in UI to commit fraud; the impact identify theft has on the UI agency and the individual claimant; the importance of verifying Personal Identifying Information (PII), educating claimants on what to do if


they are victims of identity theft; and how systems and software can help prevent identity theft. O320 w Multi-claimant Schemes This lesson describes the characteristics of multi-claimant schemes and how investigators detect their existence by examining common patterns and traits on claims. O325 w Employer Schemes This lesson describes common employer schemes that are used to defraud the UI system. Patterns and characteristics related to employer schemes are explained along with a description of how investigators determine that schemes exist. O330 w Collections Techniques and Tools This lesson provides an overview of the tools and techniques states use to recover overpaid funds. O4 w Key Skills O405 w Customer Service – Part 1: Fundamentals of Exceptional Customer Service UI staff members, particularly those in operations, interact regularly with claimants and employers. This lesson introduces basic concepts of providing exceptional customer service, and explains its impact on the integrity of the UI program. O410 w Customer Service – Part 2: Handling Difficult Situations This lesson focuses on how to effectively handle difficult calls with claimants or employers. Topics include: how to manage challenging calls; strategies for handling heated phone conversations; principles for delivering bad news; and coping strategies for dealing with work-related stress. O415 w Interviewing and Fact Finding This lesson presents information on effective fact finding and interviewing techniques UI operations staff can use to gather important information about a claim and make accurate determinations. Learn about types of facts, the difference between evidence and fact, effective questions to ask during fact finding interviews, and how to clarify information and get more details during the interview. O420 w Time Management This lesson teaches how to implement time management strategies with the goal of improving claims processing times. Learn the importance of good time management as it related to UI integrity, ways to improve time management skills, how to eliminate distractions, and best practices for time management when working in UI.


AT w UI Agency Tour AT105 w Claims Processing Center Take this interactive guided tour to gain an understanding of what it is like to work in the claims processing center. Learn about the mission and functions of a call center or claims processing center, how these centers work towards improving integrity, and key roles and responsibilities of individuals working in claims processing or call centers. AT110 w Benefit Payment Control (BPC) This interactive guided tour is designed to provide an understanding of the experiences of working in a BPC unit. Learn about the mission and activities in a BPC unit, how the employees working in BPC works towards improving integrity, and key roles and responsibilities of BPC investigators, technicians and other staff. AT115 w Benefit Accuracy Measurement (BAM) Investigation Learners taking interactive guided tour will experience what it is like to work in a BAM unit. Learn about the mission and activities in a BAM unit, how BAM investigation results can help improve integrity initiatives in the SWA, and key roles and responsibilities of individuals working in a BAM investigation unit. AT120 w Appeals Take this interactive guided tour to gain an understanding of what it is like to work in an Appeals unit. Learn about the mission and activities of the appeals unit, and key roles and responsibilities of appeals officers, and the role of appeals in Integrity initiatives. AT125 w Tax This interactive guided tour is designed to demonstrate what it is like to work in a Tax Operations unit. Learn about the mission and activities of the Tax Operations unit, and key roles and responsibilities of Tax Auditors and Investigators, and the role of tax in Integrity initiatives.


UI Fraud Investigations Certificate Target Audience The UI Fraud Investigations certificate is intended for:

§ Individuals who may benefit from formalized UI fraud investigation training § UI staff members who are new to fraud investigations but have previously worked

in different roles within their state workforce agencies § Fraud investigators who have come from other industries § Individuals with no investigation or UI experience who have been hired as fraud

investigators based on their education or other qualifications The UI Fraud Investigations certificate will prepare individuals to apply successful techniques, strategies and tools in the investigation of potentially fraudulent claims, from single-claimant cases to more complex cases involving identity theft, fictitious employers, and employer fraud. Curriculum The UI Fraud Investigations curriculum is being delivered through one eLearning module, one instructor-led course, and three sets of online simulations that each include multiple case studies:

§ UI Integrity Fundamentals for Fraud Investigations (eLearning module) § Basic UI Fraud Investigations (3-day instructor-led course) § Investigate Identity Fraud – You Try It (eSimulation) § Investigate Fictitious Employer Schemes – You Try It (eSimulation) § Investigate Fraudulent Employer Schemes – You Try It (eSimulation)

To earn the UI Fraud Investigations certificate, learners are required to complete all training activities listed below. The following table lists each activity, its code in the Learning Management System, and the average time to complete each activity. NOTE: As new complex fraud schemes are identified, additional eSimulations may be developed. Additionally, as of December 2016, lessons in this certificate remain in development and will be released on a rolling schedule. This catalog will be updated periodically as courses are released. F0 UI Integrity Fundamentals for Fraud

Investigations Lesson Type Est. Time

F001 UI Integrity Fundamentals for Fraud Investigations ¾ eLearning 45 min F0E Exam: UI Integrity Fundamentals for Fraud

Investigations ¾ eLearning 10 min

FO Module Release - Available Now F-ILT Basic UI Fraud Investigations


F-ILT Three consecutive days of training; includes 5 modules with multiple lessons in each

� Instructor-led training

3 full days

F-ILT Module Release - Available Now F1 Investigate Identity Fraud – You Try It F105 UI Identity Fraud Overview ¾ eLearning 10 min F110 UI Identity Fraud You Try It Case 1 ¾ eSimulation 15 min F120 UI Identity Fraud You Try It Case 2 ¾ eSimulation 25 min F130 UI Identity Fraud You Try It Case 3 ¾ eSimulation 20 min F140 UI Identity Fraud You Try It Case 4* ¾ eSimulation 20 min F150 UI Identity Fraud You Try It Case 5* ¾ eSimulation 25 min P2 Module Release - Available Now F2 Investigate Fictitious Employer Schemes – You Try It ¾ eSimulation F205 Fictitious Employer Overview ¾ eLearning 10 min F210 Fictitious Employer You Try It Case 1 ¾ eSimulation TBD F220 Fictitious Employer You Try It Case 2 ¾ eSimulation TBD P2 Module Release - Available Feb 2017 F3 Investigate Fraudulent Employer Schemes – You Try It ¾ eSimulation F305 Fraudulent Employer Overview ¾ eLearning 10 min F310 Fraudulent Employer You Try It Case 1 ¾ eSimulation TBD F320 Fraudulent Employer You Try It Case 2 ¾ eSimulation TBD P2 Module Release - Available May 2017

Course Descriptions F0 w UI Integrity Fundamentals for Fraud Investigations F001 w UI Integrity Fundamentals for Fraud Investigations This lesson provides the foundational knowledge required to understand UI Integrity and its importance in the state workforce agency (SWA). It is a prerequisite for all other modules in the UI Fraud Investigations certificate. Topics include: definition and purpose of UI Integrity; common integrity terminology; how SWAs can maintain UI integrity; mechanics of improper payments; important complex fraud schemes; key roles associated with fraud investigation; and identification of critical skills and knowledge of a good fraud investigator. F-ILT w Basic UI Fraud Investigations During this instructor-led course, participants will learn the UI fraud investigation process in the context of case studies and scenarios. Through highly engaging class activities, learners will apply critical thinking to investigate single-claimant UI fraud cases and

*You Try It Cases 4 and 5 will be available Dec 19, 2017


make final determinations. The strategies, techniques and recommended practices taught in this course can be applied within any state. F1 w Identity Theft Schemes F105 w Identity Theft Schemes Overview

This brief lesson describes how potential cases of identity fraud come to the attention of the state workforce agency (SWA), and the steps taken to assess potential ID theft and gather information. Through these interactive simulations, you will take on the role as a fraud investigator and investigate identity-theft fraud schemes. F110 w You Try It Exercise, Case 1

A claimant says he stopped filing for benefits after he got a new job and is a victim of identity theft. F120 w You Try It Exercise, Case 2

A claimant uses her sister’s identity to obtain employment and file for UI benefits. F130 w You Try It Exercise, Case 3

A claimant says he threw away his debit card when he got a job, and is a victim of ID theft. F140 w You Try It Exercise, Case 4

A claimant says he never knew about the UI claim filed in his name until he underwent a background check when enlisting in the US Army. F150 w You Try It Exercise, Case 5 There are two active UI claims under a claimant with the same SSN, one in Maine and the other in Tennessee. F2 w Fictitious Employer Schemes F205 w Fictitious Employer Schemes Overview

This brief lesson describes what fictitious employers are, how a state workforce agency (SWA) detects potential cases of fictitious employers, and initial steps taken to investigate fictitious employers. F210 w You Try It Exercise, Case 1

Given a simulation, learners will investigate a fictitious employer scheme. F220 w You Try It Exercise, Case 2

Given a simulation, learners will investigate a fictitious employer scheme.


F3 w Fraudulent Employer Schemes F305 w Fraudulent Employer Schemes Overview

This brief lesson describes various types of UI employer fraud, how a state workforce agency (SWA) detects potential cases of fraudulent employers, and initial steps taken to investigate fraudulent employers. F310 w You Try It Exercise, Case 1 Given a simulation, learners will investigate a fraudulent employer scheme. F320 w You Try It Exercise, Case 2

Given a simulation, learners will investigate a fraudulent employer scheme.


UI Tax Integrity Certificate Target Audience The UI Tax Integrity certificate is primarily intended for tax auditors and investigators; however, anyone working in the Tax, Contributions, or Revenue unit of their SWA may find this certificate useful. Curriculum The UI Tax Integrity curriculum will be delivered through the following six eLearning modules:

§ UI Integrity Fundamentals for Tax § Tax Foundations § Tax Auditing § Tax Investigation § Interviewing § UI Agency Tour

Each module includes several short lessons or online simulations and a companion discussion guide that SWAs can use to reinforce concepts learned in the eLearning modules. The guides include discussion topics and group exercises that SWAs can customize for their internal training purposes. The Integrity Academy recommends that agency staff complete each certificate module as a group. All members of the group take the eLearning lessons within a given time period, then meet as group to discuss the lessons using the discussion guide. To earn the UI Tax Integrity certificate, the requirement is to complete all lessons within each eLearning module. Below is a list of the lessons within each module and its code in the Learning Management System. The average time to complete the lessons ranges from 25-45 minutes. NOTE: Release dates for modules within this certificate are yet to be determined. Analysis and development of the UI Tax Integrity Certificate training plan are in the process of being completed. T0 UI Integrity Fundamentals for Tax Lesson Type Est. Time T001 UI Integrity Fundamentals for Tax ¾ eLearning 45 min T0E Module Exam ¾ eLearning 10 min T1 Tax Foundations T105 Tax Operations Overview ¾ eLearning TBD T110 UI Law, Statutes, and Regulations ¾ eLearning TBD T115 Accounting Basics ¾ eLearning TBD T1E Module Exam ¾ eLearning TBD


T2 Tax Auditing T205 Preparing for the Audit ¾ eLearning TBD T210 Conducting the Audit ¾ eLearning TBD T215 Finalizing the Audit ¾ eLearning TBD T220 Understanding TPS ¾ eLearning TBD T2E Module Exam ¾ eLearning TBD T3 Tax Investigation T305 Assessing and Prioritizing Cases ¾ eLearning TBD T310 Collecting and Documenting Evidence ¾ eLearning TBD T315 Weighing Evidence ¾ eLearning TBD T320 Analyzing Data ¾ eLearning TBD T325 Developing and Testing Theories ¾ eLearning TBD T3E Module Exam ¾ eLearning TBD T4 Tax Investigation You Try Its T405 Misclassified Workers ¾ eSimulation TBD T410 Fictitious Employer Schemes ¾ eSimulation TBD T415 SUTA Dumping ¾ eSimulation TBD T420 Wage Verifications ¾ eSimulation TBD T425 940 Cross-match Errors ¾ eSimulation TBD T430 Delinquent Reports ¾ eSimulation TBD T435 New Hire Reporting ¾ eSimulation TBD T440 Employer Charging ¾ eSimulation TBD T4E Module Exam ¾ eSimulation TBD T5 Interviewing T505 PEACE Model Overview ¾ eLearning TBD T510 PEACE Model: Preparation and Planning ¾ eLearning TBD T515 PEACE Model: Engage and Explain ¾ eLearning TBD T520 PEACE Model: Account Clarification ¾ eLearning TBD T525 PEACE Model: Closure ¾ eLearning TBD T530 PEACE Model: Evaluation ¾ eLearning TBD T5E Module Exam ¾ eLearning TBD AT UI Agency Tour AT105 Claims Processing Center ¾ eLearning TBD AT110 BPC ¾ eLearning TBD AT115 BAM ¾ eLearning TBD AT120 Appeals ¾ eLearning TBD AT125 Tax ¾ eLearning TBD ATE Module Exam ¾ eLearning TBD


Course Descriptions T0 w UI Integrity Fundamentals for Tax T001 w UI Integrity Fundamentals for Tax This course provides the foundational knowledge required to understand UI Integrity and its importance in the SWA. It is a prerequisite for all other modules in the UI Tax Integrity certificate. Topics include: definition and purpose of UI Integrity; how SWAs can maintain UI integrity; causes of improper payments; and the role of operations staff in improving integrity. T1 Tax Foundations

T105 w Tax Operations Overview

This lesson provides an overview of each key function in tax operations, describes the role and importance of the field auditor in the UI system, and identifies standards and guidelines governing the field audit system. T110 w UI Law, Statutes, and Regulations

Learners will be provided an overview of the laws, statutes, and regulations that govern UI. An explanation of the UI tax structure including the federal/state UI tax distribution and the Federal Unemployment Tax Act (FUTA) is included. T115 w Accounting Basics

This lesson explains accounting terms and concepts that field auditors and tax investigators must know to conduct effective audits and investigations. T2 Tax Auditing

T205 w Preparing for the Audit

Effective audit preparation means planning, from the start of the process, to meet all applicable state and federal standards. This module discusses the pre-audit activities that must be completed before the audit begins. A discussion about the pre-audit interview is also included. T210 w Conducting the Audit

This lesson describes the activities and tasks required to conduct an effective field audit. Learn what to look for when reviewing an employer’s financial records, verify payroll, identify information that may be missing, and document all findings. T215 w Finalizing the Audit

Learners will be taught how to effectively conduct a post-audit interview and complete a post-audit report that clearly describes the degree of employer compliancy, supports audit conclusions and explains any exceptions.


T220 w Understanding Tax Performance System (TPS) This lesson provides an overview of the purpose, policy, and methods of TPS as they relate to the tax auditing function. T3 Tax Investigations

T305 w Assess and Prioritize Cases

This lesson presents elements to consider when assessing and prioritizing cases, to help manage work load and mitigate risks. T310 w Collect and Document Evidence

This lesson focuses on information and strategies for collecting and documenting evidence for tax investigations, including developing an evidence-gathering plan. T315 w Weigh Evidence

This lesson describes categories of evidence and presents a framework for ranking the weight of evidence collected during an investigation. T320 w Analyze Data

This lesson presents strategies and tools for analyzing data, along with common “red flags” to look for during a tax investigation. T325 w Develop and Test Theories

This lesson offers strategies for developing and testing theories, an important element in the investigation process. Topics include questions to ask when developing theories and how new evidence may impact existing theories. T4 Tax Investigations You Try Its

These online simulations provide an opportunity to apply the process taught in the Tax Investigations module to specific situations that field auditors and investigators will encounter. T405 w Misclassified Workers

T410 w Fictitious Employer Schemes

T415 w SUTA Dumping

T420 w Wage Verifications

T425 w 940 Cross-match Errors

T430 w Delinquent Reports


T435 w New Hire Reporting T440 w Employer Charging

T5 Interviewing

T505 w PEACE Model Overview

This lesson provides an overview of the PEACE Model, which is a non-confrontational approach to obtaining information during an interview. T510 w PEACE Model: Preparation and Planning

This lesson presents the first phase of the PEACE Model, which includes steps to complete before an interview begins. T515 w PEACE Model: Engage and Explain

This lesson presents the second phase of the PEACE Model, which occurs at the beginning of an interview. Topics include characteristics of a good interviewer and techniques to employ when beginning the interview. T520 w PEACE Model: Account Clarification

This lesson presents the third phase of the PEACE Model, which is the heart of the interview and involves obtaining facts and clarifying the respondent’s account. Topics include effective questioning techniques, types of questions to avoid, interview documentation, and respondent behavior. T525 w PEACE Model: Closure

This lesson presents the fourth phase of the PEACE Model, which occurs at the end of the interview. Topics include strategies for knowing when and how to successfully end an interview. T530 w PEACE Model: Evaluation

This lesson presents the last phase of the PEACE Model, which occurs after the interview has ended. Topics include steps for assessing the interview’s results and any lessons learned.


UI Data Analytics Certificate Target Audience The UI Data Analytics certificate is intended for data analysts and information technology personnel working in the UI system. Curriculum The curriculum for the UI Data Analytics certificate is in the analysis phase of training development. The lessons, goals and objectives for this certificate are currently being identified.

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