The Massachusetts Department of Unemployment Assistance (DUA) oversees the unemployment insurance (UI) program, which provides temporary income assistance to eligible workers in Massachusetts. DUA also determines and collects employer contributions to the UI program. DUA has taken a major step forward to better serve claimants and employers through the modernization of the unemployment insurance system, known as the Employment Modernization Transformation (EMT) project. The Vendor will assist DUA in its mission to provide adjunct DUA services alongside our current DUA Contact Center operations. DUA currently contracts with F.H. Cann to provide: 1. an information clearinghouse for unemployment insurance claimants seeking information about benefits and other DUA services by creating positive caller interactions by ensuring information provided is accurate and the supporting processes are seamless, technologyintegrated, and efficient; 2. F.H. Cann (FHC) will handle information needs for caller inquiries accurately, completely, and timely for a culturally diverse, multilingual community on a broad range of complex topics including but not limited to unemployment benefits eligibility, applications, document requirements; 3. FHC will transfer callers to appropriate DUA departments based on established escalation pathways; 4. FHC will complete any follow-up actions prompted by caller interactions including performing data entry as necessary to log the calls, and any actions taken on behalf of the caller 5. FHC will create and distribute a daily report on calls received, including but not necessarily limited to nature of questions asked, information provided, and referrals to other agencies. 6. FHC will ensure all personnel have the necessary credentials as a CSR call center agent (i.e., CORI check and all other DUA-required access and verification forms) and abide by all state and federal requirements, including but not limited to G.L. c. 151A and 20 CFR 603. 7. FHC will provide Spanish, Portuguese and Cantonese speaking representatives for this project and will have access to the Lion Bridge interpretation services used by DUA for other language needs.
