Appeals Legal Support Process

Sponsor: Laura Boyett
VSM Manager: Steve Crate
Team Members: Sandy Noury, Ada Mulvey, Jeanne Raynes, Sylvia Greenleaf, Judith Bess, Elizabeth Sienko, Linda Rogers-Tomer
Caucus Members: Tony Peverada, James Hilley, Vinnie O’Malley, Chief Hearing Officer, Hearing Officers, Scott Neumeyer, Benefits staff

Process Description: Support process associated with appeals production - file appeals, schedule hearings, edit and produce written decisions, mail decisions, and close cases

Problem Statement: Reduced staffing has created more work for remaining staff making it more difficult to accomplish work in a timely and accurate fashion. Funding constraints do not permit bringing on additional staff.

Boundaries:

First Step: Appeal filed

Last Step: Decision result entered on AP screen

Measures:

Expected Deliverables: Reduced lead time Increased value added

Specific Measurements: Will define how much we expect to improve the process after the current state has been mapped.

Resources Available: Employment law books; UC Director; Judy Williams; documentation from prior efforts to improve the appeal legal support process

Customer/Clients:  

Internal customers: Chief Hearing Officer and Hearing Officers

External customers: Parties (employer appellants or employee appellants) who request appeals of adjudicators’ decisions or separation and charge notices

Supplier:

Internal suppliers: Hearing Officers

External suppliers: Appellants and hearing officers

Role Expectations:

(Note expectations around decision-making and implementation)

VSM Sponsor - Laura Boyett will communicate expectations to VSM team, has oversight responsibility, removes obstacles, and gives enthusiastic support to the team and process.

VSM Manager - Steve Crate will keep Sponsor informed of VSM process & outcomes and will actively work on being a participant.

VSM Data Manager - Uses standard templates & reporting forms, documents assumptions in calculations, calculates summary metrics, and provides feedback to BTC data manager.

VSM Team Members - Will participate in ongoing VSM team meetings, execute the action items from implementation plan, assess progress and provide results, and commit to achieving results

VSM Caucus Team - Serves as a resource and support, stays informed of VSM Team’s progress, provides feedback and input on distributed VSM materials and minutes, and participates in team meetings as needed.

CI-P - Tim Griffin makes logistical arrangements for VSM, facilitates VSM, encourages full participation by all members, and informs Sponsor of progress and outcomes.

Observer/Mentor - Jon Kirsch, MEP, offers guidance and feedback and intervenes as necessary to keep the team on track.