Job & Family Services Office of Unemployment Insurance Operations
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The Division of Benefits & Technology

The Division of Benefits & Technology contains four sections: Delivery Centers, Adjudication Centers, Technical Services, and Benefit Systems.

Delivery and Adjudication Centers (Call and Processing Centers)
These two sections are responsible for the direct delivery of unemployment at the local level. There are five UI Delivery and six Adjudication Centers across the state. The UI Delivery Centers provide a means for applying for unemployment insurance benefits via telephone along with answering a variety of other call types. Calls from customers are routed to the first available agent thus creating a virtual call center. Adjudication staff is responsible for the adjudication of UI claims in accordance with state and federal laws and agency policy.

Technical Services
This section interprets unemployment insurance laws and precedent cases; develops, updates, and distributes policy guides and procedural manuals; develops training material, resource guides, and desk aids; creates and revises forms used in processing claims; monitors the quality of performance; gives advice on handling special claims, develops processing procedures for new programs; and aids in the identification of laws, policies, and procedures that need to be changed or updated.

Benefit System Section (OJI)
This section provides program technical assistance to ODJFS system users; evaluates remedy tickets and enters work requests and defects accordingly. They also assist in the implementation of new or enhanced system functionality; remain current with changes in program policies pertinent to automation within the systems; and coordinate activities or changes to the Interactive Voice Response (IVR) interface as it pertains to the systems.