New Jersey Assembly Bill A371

New Jersey 2022-2023 Regular Session

• Introduced: 1/11/22
• Refer: 1/11/22

Caption

Creates "Unemployment Intake Accountability Pilot Program."

Impact

If enacted, A371 could significantly influence how the Department of Labor manages and evaluates customer service interactions. The bill mandates that the Commissioner of Labor and Workforce Development implement surveys at defined intervals to measure the resolution rates of calls, the time between customer intake and resolution, and any correlations with benefit levels received. The outcomes of these surveys will be compiled into annual reports to be submitted to the Governor and legislature, thereby promoting transparency and allowing for informed policymaking based on customer service effectiveness.

Summary

Assembly Bill A371 aims to establish an 'Unemployment Intake Accountability Pilot Program' within New Jersey's Department of Labor and Workforce Development. This three-year program intends to analyze the effectiveness of recording customer service intake calls to the Division of Unemployment Insurance. The primary objective is to enhance the delivery of unemployment benefits by addressing issues surrounding customer service experiences, including reported rudeness during telephone interactions. The pilot is designed to capture a representative sample of calls for detailed assessment and evaluation.

Contention

While the legislation is framed as a necessary improvement to public services based on the expressed dissatisfaction of claimants, there may be concerns about privacy and the efficacy of recording calls. Stakeholders could raise questions on whether the pilot's implementation will genuinely lead to improvements in service quality or merely bureaucratic oversight. The mandate for the reports to be published also implies that any findings will put pressure on the Department to respond to any identified shortcomings, which could lead to nervousness among employees regarding the scrutiny of their interactions with the public.