Michigan's unemployment program unveils new online problem resolution system

Contact: Norm Isotalo 313-456-2939

Agency: Licensing and Regulatory Affairs

September 07, 2010 - Michigan's Unemployment Insurance Agency problem resolution system has gone "virtual."

The state agency has officially launched a unique and innovative system that allows unemployed workers in Michigan to get answers to questions about their unemployment claims by going online.

"Our new Virtual Problem Resolution (ViPR) system has moved into the homes of jobless workers across the state who have computers with Internet access," UIA Director Stephen Geskey said. "Through ViPR, those with unemployment claims can send us an email with questions about their claims or about issues that need to be resolved. They then receive an email response within 24 to 48 hours."

To reach the ViPR unit, an individual must first create a free personal online account through UIA's Claimant Web Account Manager (CWAM), which can be accessed through the agency's website (www.michigan.gov/uia). Once an account is created, users can contact the ViPR unit through a secure email system and receive a written email response in return.

CWAM also enables users to view a history of their unemployment benefit payments, change their benefit payment option and claim their unemployment benefits once every two weeks through the agency's MARVIN system.

"Establishing a CWAM account with UIA is easy," Geskey said. "Individuals simply go to the agency website and click on the link ‘UIA Online Services for Unemployed Workers' and provide the required information.

"To help with the registration, we also have a webcast on our website that describes the CWAM enrollment process," he added. "Individuals can also call our toll-free claims line (1-866-500-0017, option #3) and speak with one of our customer service representatives who will help them to register."

"Recently we emailed an online survey to ViPR users," Geskey said, "and the majority of responses were highly favorable to the program."

Among the 2,400 survey respondents: 

• 98% agreed that the online feature was easy to use; 
• 94% agreed that their inquiry was resolved timely; and 
• 93% agreed with the way responses were provided."

Read more releases from the Michigan Department of Energy, Labor & Economic Growth

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