VWC Quarterly Highlights Report - Q1 2020

VirginiaWorkers’ Compensation Commission Q12020 Approximately Second Report of Injuries received 43,000 2 63,000 Approximately First Report of Injuries received

Claims Reported

47% Male

53% Female

777 Opinions Issued

3,125 Docket Referrals

1,329 ADR Events

11,462 Claims Received

731,291 pieces of mail were sent to injured workers and workers’ comp stakeholders. Correspondence Management

EDI - Quality Assurance

95%Accepted | 5%Rejected 63,000 Approximately First Report of Injuries Received

Approximately Second Report of Injuries Received 43,000 92% Accepted | 8% Rejected

Total Reported Major Injuries 13,656 Female Injuries 12,272 Male Injuries 25,928

Claims Reported

47% Male

53% Female

Completed Tasks 30,274

3 %

5 %

6 %

Review Expired Call-up Tasks General Compliance Tasks EDI Exception Review Tasks Data Correction Tasks Other (consolidations, inquiries, etc.)

19 %

69 %

Fines Issued - 42 Total Fine Amount: $8,000

VWC Q1 Report, 2020

Claims Details

3 %

Request for Hearing Assertion of Rights Medical Provider Employer CASPER Claims Received 11,462

6 %

5 %

86 %

Completed Tasks 18,245

13 %

37 %

Enter Award Request for Hearing Terminate Agreements

50 %

Printed Award Orders 9,655

VWC Q1 Report, 2020

1,163 Issue Mediations/Facilitations 161 Full and Final Mediations 5 Orientation Sessions ADR Events Held 1,329 Alternative Dispute Resolution of cases were resolved in 45 days or less 62% Over 38% resulted in settlement of the issues. Issue Facilitations Over 86% resulted in settlement of the issues. Issue Mediations Full & Final Mediations Over 83% Full & Final Mediations resulted in settlement. On January 14, 2020, ADR Supervisor Erin Bishop and Deputy Commissioner Debbie Blevins presented ADR training to adjusters at CorVel in Richmond in conjunction with CSD staff members Jennifer Jewell Navarro, Brandi McAteer, and Renee Marks. On February 25, 2020, Deputy Commissioner Bill Culbreth was elected Secretary-Treasurer of the Joint ADR Committee Council of the Virginia State Bar & Virginia Bar Association. On February 28, 2020, Deputy Commissioner Brooke Anne Hunter co-mediated an ABC case with a Hearing Officer for the ABC Board. VWC Q1 Report, 2020

Judicial

Docket Referrals 3,125

11 %

18 %

Evidentiary Show Cause On the Record

71 %

Opinions Issued 777

9 %

50 %

Evidentiary Show Cause On the Record 225 Referrals to Review Docket 202 Review Opinions Issued 33 Appeals to Court of Appeals

41 %

Settlements Approved 1,332

Aggregate Attorney Fees Awarded in Connection with Approved Settlements $10,124,993

Total Aggregate Value of Settlements $65,486,300

VWC Q1 Report, 2020

Correspondence Management

IN VOLUME OUTBOUND MAIL 731,291

13 % in pre-sort savings

$306,874 IN COST $47,857 IN PRE-SORT SAVINGS

TOTAL INCOMING DOCUMENTS 51,730

19,770 Hard Copy Mail 14,002 Faxes 17,958 Returned Mail

3,233,809 217,024 91,821 Top 5 Printed Documents PRODUCTION OUTPUT

Printed Pages Scanned Pages Completed Tasks

1. Notification of Injury to All Parties 2. WebFile Claimant PIN Notification 3. Notification of Address Change & Request for FROI 4. Other Document 5. Second Notification of Rights

VWC Q1 Report, 2020

Insurance Coverage 1,169Email Inquiries Statewide Employer Compliance 3,799 Phone Calls

567 Terminations 736 New Registrations 58 Penalty Letters Issued PEO Monitoring 760 Investigation Sweeps

51 %

RESOLVED WITHOUT ISSUING NOTICE

16,359 Notices Processed | 8,026 Notices Issued 1,180 Subpoenas Issued | 285 Employer Referral to Docket

TYPE

VACATED

GRANTED DENIED 5 3 5 13

Appealed Transactions

2 4

CARRIER

PEO

Medical Fee Services

744 Total Inquiries

MFS Update March 20th MFS eNews Newsletter Issued

96% 2% 1% 1% <1% <1% <1%

Claim Status Coding Medical Bill Dispute Education Provider Category Maximum Fee Region

MFS Dispute Resolution $1,094,901.33 fee scheduled maximum reimbursement amounts reviewed 185 New Dispute Activity Processing New MFS Review MFS Work in Progress Determinations Issued Referrals in Judicial Resolved Request Withdrawn 86 48 47 2 2

MFS Page

3,820 users have accessed the MFS page on the public website 2,390 users have accessed the MFS Reference Tool page

VWC Q1 Report, 2020

Outreach Initiatives Customer Contact Center Most Frequent Customer Contact Center Calls

What are my Rights?

WebFile?

What is the JCN?

WebFile is the Commission’s online portal to electronic records.

98% Customer Contact Center Quality Score

What are VWC’s Hours?

What’s my Claim Status?

24,298 Incoming Calls 16,812 Calls Answered

Average Handle Time: 0:05:10 Average Calls per Day: 277

Press & Communications

15 External Communications - 6 COVID-19 Communications | 2 Press Releases

2020 Educational Conference

SAVE DATE September 9 - 10, 2020 the

Stakeholder Engagement

11 VVF outreach events, reaching 326 attendees 1 ADR training to adjusters at CorVel in Richmond, in conjunction with CSD staff

VWC Q1 Report, 2020

Virginia Victims Fund (VVF) Claims Data Officially the Criminal Injuries Compensation Fund

NEW CLAIMS

CLAIMS AWARDED

VVF CLAIMS $1,033,164 AWARDED

352

469 375

647

$620,237 AWARDED SAFE CLAIMS

511

Restitution

Total dollar amount of incoming payments: $156,914 1,103 incoming payments received

Unclaimed Restitution 399 Unclaimed restitution payments Total dollar amount received: $64,946 243 victims were repaid a total of $83,573

3,498 Incoming VVF Customer Contact Calls

267 Status request emails from medical providers

• 11 outreach events reaching 326 of attendees • VVF is currently recruiting for the Restitution and Recovery Coordinator

VWC Q1 Report, 2020

Commission Updates

General Updates

Chairman R. Ferrell Newman presented an overview of the VWC to the General Assembly’s House of Delegates Commerce and Labor Committee. The General Assembly of Virginia reappointed Commissioner Rapaport for another six-year term. Senior leaders have begun implementing various recommendations from the Joint Legislative and Audit Review Commission’s workers’ compensation study and created a tracking report on all recommendations for reporting to the Commission. The Leadership and Career Development Council’s Future Leaders Sub-Committee was organized and began planning various initiatives for individuals interested in career growth. Executive Director Evelyn McGill represented the IAIABC as Board President and VWC at the International Social Security Administrator’s Technical Seminar held in Kuala Lumpur, Malaysia. ISO Mike Wickham was appointed to serve on the Information Security Counsel for Virginia, responsible for developing the information security for all of the Commonwealth. ARMICS 2020 process is underway and ARMICS training continues. IS and ISO are offering State of Information Security presentations on security and internet safety to staff. Recognized March as Mediation Month through expanded communication platforms and activities.

Policy IS-1.03, Information Security ( effective: 3/25/2020 ) Policy Updates & Training Agency Employees Update 279 Current Full-time Employees 4 Wage Employees

43 Highly Commendable Recognitions 26 Above & Beyond Awards

2 New Hires 2 Transfers

The proposed budget and tax rates document was completed in Q4 2019, effective January 1, 2020. The 2020 VWC Adopted Budget can be viewed here . The questionnaire for the APA Audit has been submitted. Employees may be contacted regarding the audit of VWC by the auditor. Finances at VWC VWC Q1 Report, 2020

Footprint Tickets

Footprints is the tool used to report a production system-related issue. Once a footprint ticket is submitted, it goes to the Help Desk team for triage. The Help Desk team will address the ticket and assign it to either the Engineering Teamor to the Jr. Systems Analyst (SA) for further troubleshooting and resolution. Tickets assigned to the Jr. SA may involve a developer and/or DBA to research and resolve. Production system-related issues can have two outcomes:

• IS is able to resolve the issue; no system code change required/systemperforms as expected. • IS is not able to resolve the issue; system code is required. The issue could be a bug or an improvement on the process. A Jr. SA will then create a JIRA Ticket on behalf of the department for the issue to be prioritized in the CAFÉ process for inclusion in a future release.

Q1 2020

Received Closed

Jan Feb Mar

403 359 501

401 356 442

Total 1,199 Changes since Q4 11% decrease 18% decrease 1,263

51 TICKETS CLOSED > 4 DAYS SLAs define expectations and provide metrics to measure the outcomes of service provided. Service-Level Agreements (SLAs) Incidents SLA SLA Resolution Metrics Example Urgent 30 minutes 100% Detected Virus High 4 hours 100% Outages Medium 2 business days 90.1% Any standard issue for desktop or engineering support Low 3 business days 82.1% Used for custom software tickers CASPER, Onyx, Wendy, SIFS (COWS) or WebFile

Service Requests

SLA

SLA Resolution Metrics

Example

Urgent

30 minutes

100% 92.7% 99.8% 99.6% 98.7%

User account locked

High

5 business days 15 calendar days 30 calendar days 90 calendar days

FOIA requests

Medium Normal

Ad hoc report or data request/new hire set-up

New hires or monthly process

Low

Video hearings

VWC Q1 Report, 2020

80 JIRA Tickets JIRA is the tool used to track changes for CASPER, Wendy, Onyx, SIFS, and WebFile. These changes could be the result of a bug in the existing code or new or improved features requested by departments. Any update that requires a change to our code receives a ticket in JIRA.

TICKETS CURRENTLY OPEN - BY TYPE Blocker* Critical Major Minor Trivial 9 72 577 82 13 *Blockers - issues where workarounds have been accepted, versus the effort to address the issue. This is due to the likelihood of the issue occurring.

53

40

22

0

Q1-20

Q2-20

Q3-20

Q4-20

Tickets Closed Tickets Opened

The graph above is designed to show Commission ticket trends for production support tickets in JIRA. Reasons for Tickets Open > Tickets Closed The 6.8 release was in mid-September (Q3), resulting in the closure of many tickets in September and October (Q4). Less tickets were closed in Q1, as the next release is scheduled for April 2, 2020 (Q2).

Reports Performance Departments can submit report requests through Footprints. Reports collect/present data to track trends and goals, and to identify issues prompting a response. Report Examples: • Departmental Task Management • Judicial Time to Opinion • VVF Unclaimed Restitution

40

29 30

30

20

Q1-20

Q2-20

Q3-20

Q4-20

Reports Closed

Reports Opened

• Commission File Retention Automation Project (Phase I and II) • VWC Leadership training/communication in February. Training Guides/Communication documents were completed and approved March 20. • User Interface Project – Phase I • Rel. 2A (Claim Administrator, VVF Victims Witness & Med Provider, 16A & 17A) UAT and stakeholder demos completed January 31. Regression completed March 20. Project Updates & Next Steps See more project updates by clicking here. VWC Q1 Report, 2020

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