Monthly Report

Virginia Workers' Compensation Commission

2022

MAY

Your one-stop-shop on monthly operations at the Commission.

Administration, Financial Services & Human Resources

Claims, Insurance

& EDI

Alternative Dispute Resolution,

Judicial & Ombuds

Correspondence Management & Outreach Services

Project Management & Information Systems

Virginia Victims Fund

COVID-19 Response

77 positive cases since the onset of the pandemic in March 2020.

Masks in VWC facilities are required for communities with high levels of COVID-19 as per CDC guidelines.

Other Admin Matters

Continued consultation with OAG on the information security breech matter on communications to impacted stakeholders and claimants.

Addressed Harrisonburg Regional Office’s lease continuing protest by prior landlord, with input from DGS. Processed final notification on lease termination and final payments.

Represented VWC at Top Workplace 2022 event in Richmond, accepting the Doers Award, Top Workplace 2022 Award and 3rd Place in Mid-Sized Top Workplace recognition.

Other ISO Activities

ARMICS

Standard Operating Procedures Review

FOIAs

4 FOIA requests received.

5 FOIA requests closed/processed.

VWC Officially Named a 2022 Top Workplace in the

Richmond Times Dispatch

Community Service Event - Relay For Life

The Community Service Committee ramped up again in 2022 and it was decided to start with a very important event, Relay for Life. The Commission last participated in Relay For Life back in 2019 and it was such a moving event. With the help of Commission Team Members, VWC was able to raise $5,000 to help in the fight against Cancer.

VWC Celebrated Employee Appreciation Week (Month)

A schedule of events with activities were planned throughout the entire month of May celebrating VWC Team Members' valuable service and dedication.

VWC’s Recognized Asian American Pacific Islander Heritage Month

VWC’s Diversity, Equity and Inclusion (DEI) Initiative’s Events Committee recognized May as Asian American Pacific Islander Heritage Month, a time to pay tribute to Asian, Native Hawaiian and Pacific Islanders who are an integral part of America's history and future.

News & Noteworthy

Expenditures

$228,179

$909,848

$3,365,454

Administration Fund

Uninsured Employers Fund

Virginia Victims Fund

Administration Fund

Uninsured Employers Fund

Virginia Victims Fund

$2,976,480

$265,179

$624,553

Administration Fund

Uninsured Employers Fund

Virginia Victims Fund

$49,266,050

$3,778,391

$12,390,079

Self-Insurance

100% Compliance of SI electronic reporting (SIWF).

• 17 Transactions with 207 modifications.
  
• 7 out of 17 transactions were Annual Surveys. 25 Other Tasks.
  

Vouchers/Employee Expenses/P-Card

Transactions Processed

724

Purchase Orders Processed

37

Checks and Credit Card Transactions Processed

1,066

Temple Mayo

Mediator

Judicial - ADR

Elda Hill

Claims Examiner

CICF

New Team Members

Recruitment Activity

Active - 0

Closed

• Outbound Correspondence Technician
  
• Client Service Specialist
  
• Evidentiary Hearing Clerk
• Policy Analyst
• ADR Secretary Scheduler
  

Interviewing

• Medical Fee Services Compliance Analyst
  
• DC Assistant
• Outbound Mail Supervisor
  
• Application Developer
  

Human Resources

Employee Departures

& Retirements

1

Heather Pendleton, Judicial - ADR

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Investigator Sweeps conducted in:  Northern, Southwest and Central Virginia

* Although no contact was made, business cards and educational materials were provided

Task Counts

Projects Pending

Update of all calculator programs.

Investigation Results

Update to the Award Agreement forms.

CSD Management is assisting with PMT Pilot Project.

Staffing

Update to the VENCA website.

Civil Penalties

Phone Calls

Task Counts

Staffing

Insurance Compliance

Paperless Expansion for Insurance Carriers.

POC Usage

Paperless Contractor’s Certificate of Workers’ Compensation Insurance (Form 61A) – paper submissions to electronic submissions.

Conversion to POC XML 3.0/API format.

Projects Pending

EDI

13,803

SUBMITTED

SROIS

20,141

SUBMITTED

FROIS

1,092 Rejected

12,711 Approved

18,662 Approved

1,479 Rejected

Department Processing Levels

• Updating NAICS codes
  

           Effective August 1, 2022

           Looking into possible future edit changes based on CA feedback

• Beginning development of EDI Release 3.1 tables
  

           Notice to Adopt 3.1 sent to IAIABC and their calendar has been updated

           Meetings are being scheduled with our vendor, ISO, to get feedback on the tables.

• Beginning annual review of the Trading Partner Documents
  

           This was postponed pending the implementation of a systematic process by our vendor, ISO.

Ongoing Projects

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Evidentiary Hearing Docket

Referrals

534

117

Hearings Held

109

Opinions Issued

109

Referrals

28

Hearings Held

17

Opinions Issued

Settlements

Approved Settlements

381

Aggregate Value

Review Docket

Referrals

Opinions Issued

63

53

Attorney's Fees Awarded

OTR (On-the-Record) Docket

Judicial

$19,540,230

$3,059,668

Show Cause Docket

Referrals

381

67

Hearings Held

68

Opinions Issued

Full & Final Mediations

93% resolved

49

3

Issue Mediations

72% resolved

Issue Facilitations

42% resolved

Alternative Dispute Resolution

273

Issue Mediations and Faciliations

Full & Final Mediations

Orientation Sessions

Payments Collected

Attorney Changes

1,534

Clerk's Office

$2,605

Invoices Sent

$5,740

Expenses

$1,928

Casper Tasks

770

46

Visitors

213

Phone Calls

Phone

Email

U.S. Mail

400

300

200

100

0

Agent

Attorney

Claimant

Carrier

Employer

Other

Medical Provider

Ombuds

Length of Contact in Minutes

599 Contacts - Type and Method of Contact

40

30

20

10

0

Initial

Follow-up

Carrier

Claimant

Employer

Other

Unofficial Rep

Get an Attorney

Process

Medical Treat

Hearing

Discovery

Lost Wages

Non-Commission Topics

Compensability

Settlement

Medical Bills

0

25

50

75

100

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Top Ten Topics Discussed

MFS Inquiries

356

312

33

6

2

2

1

Medical Provider (MP) Award Status

MP Address Review for Notices

Medical Bill Dispute

Coding

MFS Fees

Education

Web Performance

657

433

MFS Reference Tool

MFS Website

Number of Website Visits

Outbound

$19,857

Outbound Correspondence financial overview with pre-sort savings

297,887

Total outgoing mail/shipments for HQ, VVF & Regional Offices

Automated: 294,520

Manual: 3,367

1,165,218

Total outgoing pages printed for HQ & VVF

4,270

Returned/undeliverable mail

Indexing

Total Incoming Mail for VWC

8,179

Returned Mail

$4,537.87

Postage Paid for Returned Mail

439

Number of Legacy Claim Shells Entered

Assignment of Retention Disposition

7,729

Correspondence Management

Document Management

51,656

Pages Scanned

771

Files Destroyed Due to Retention Disposition

928

Files Prepared for Storage

18,574

Shred Batch

Verifying Scanned Documents within a JCN

Analysts

13,847

Mail Prepping Total

100%

0

Number of files reviewed for retention disposition

of priority correspondence identified within 24 hours of receipt

Outreach Services

Call Center Data

4,279

calls received

Top 5 Reasons Customers Call

1.

2.

3.

4.

5.

99

QA Score

90%

Answer Rate

Claim Status (982 calls)

Medical Provider Inquiries (479 calls)

Attorney Inquiries: JCN’s/Claim Administrator Related (411 calls)

Claimant Rights and Responsibilities 319 calls)

Employer Inquiries (161 calls)

3,830

calls answered

Public Relations & Communications

Projects Delivered

• Development and finalization of a 45th Anniversary logo and promotional materials for VVF’s 45th Anniversary,
  
• VWC Conference presenters will be selected and notified
  
• COVID-19 claim stats updated on VWC's public website
• Various day-to-day projects surrounding communication needs
  

Conference Updates

Save the Date:

VWC Conference - September 29-30, 2022

VVF Symposium  - September 30, 2022

held in-person at the Greater Richmond Convention Center

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Number of Days

Footprints

Average Days to Closure

2

1.5

1

0.5

0

Feb

Mar

Apr

May

Number of Tickets

75

50

25

0

Closed Tickets

Dec

Projects

Reports Performance

Performance Goal: Close 70% of reports within 7 days of the due date.

100%

Closed within 7 days of due date

30

Report Tickets Currently Open

Number of Tickets

Reports Open vs Closed

Closed Tickets

Created Tickets

20

15

10

5

0

Nov

Dec

Jan

Feb

Project Management

Closed by Month

More than 3 Days

Jan

Feb

Mar

CASPER UI Technology Upgrade Project - New Claim Summary Page

JIRA Tickets Open vs Closed

Number of Tickets

Closed Tickets

Created Tickets

20

15

10

5

0

Feb

Mar

April

May

VVF System Requests

173

Casper UI Release 9.0 High Level Timeline

1/3 - Sept. '22

Claim Summary (5/13)

My Work' Tasks

- Testing Complete (Q3)

- UAT Complete (Q3)

5/25 - Dec. '22

Dispute/Docket Event Summary (Aug)

- Tasks

- Testing Complete (Dec)

- UAT Complete (Dec)

Q3 - Q4 '22

Provider Summary

- Tasks

- Testing Complete

- UAT Complete

Q3 '22 -Q1 '23

Employer Summary

- Tasks

- Testing Complete

- UAT Complete

Q4 '24

- 'Go Live'

Q1 - Q3 '24

CASPER UI Regression

Q1 '24

Final  Biz Demos

Q1 '24

Pending Claim Shell Summary

- Testing Complete

- UAT Complete

Q4 '23 - Q1 '24

WebFile User Maintenance

-- Testing Complete

- UAT Complete

System Change Request Tickets

Note: Awards & Calculator Integration will be a parallel work stream with the UI work from Q4 ‘22 to Q3 ’23

Note: Detailed estimates for each summary is conducted at the conclusion of coding the previous summary and will be updated here throughout the project. The timeline will adjust accordingly.

Note: This timeline is based on our current resource allocation of 4.5 Developers coding. Changes to the allocation will impact the schedule.

Please refer to PMO’s Intranet page for more detail information link.

Q3 - Q4 '23

Deferred Tasks

- Tasks

- Testing Complete

- UAT Complete

Q1 '23

CA Summary

- Tasks

- Testing Complete

- UAT Complete

All Open Tickets

Notification Changes

10

PREUI Tickets

1

VWC System Requests

469

Q3 '23

MFS Dispute/Med Provider Summary

- Tasks

- Testing Complete

- UAT Complete

Q1 '23

Law Firm Summary

- Testing Complete

- UAT Complete

Q2 '23

Coverage Summary

- Testing Complete

- UAT Complete

Q2 - Q3 '23

ADR Dispute/Event & Batch Summary

- Tasks

- Testing Complete

- UAT Complete

Information Systems

Footprints IT Service Management Tickets

9.0.0 Casper UI Progress

Other

31

Ready to Test

34

Pending Build

95

Done

286

SA Review

311

Ready for Dev

739

Ready for Dev

SA Review

Done

Pending Build

Blocked (Dev)

Ready to Test

Not Needed

Coding

Waiting DB Promotion

Closed

Other

Highlights

Application Services (Application Development, Database, & Testing)

• 8.0.5 Release Development & Testing Implemented 5/26/22
  
• 9.0.0 Casper UI Analysis, Estimates, and Development In Progress
  
• Apache Upgrade
  
• Automation Test Additions (Onyx and SIFS) In Progress
  
• NAICS Industry Code Changes Implemented
  
• PenTest and Application Vulnerability Remediation In Progress
  
• 4 SSRS Reports Implemented
  
• SQL Server 2019 Upgrade Continued
  
• SSL Cert Updates
  
• TestRail Test Management Server Continued
  
• Website Content Management (Intranet & Public) On-going
  
• Windows OS Server Refresh Continued
  

Operations (Help Desk & Data Center/Network Engineering)

• Azure AD Configuration Planning In Progress
  
• Cisco Webex (Teams) Rollout Planning In Progress
  
• E911 Rollout Planning In Progress
  
• Harrisonburg Regional Office Move/Upfit – Completed
  
• Microsoft / Office 365 Planning In Progress
  
• Mobile Phone Refresh Completed
  
• Monthly PC Patching (97.0% up-to-date) Continued
  
• Monthly Server Patching Completed
  
• PC Refresh Continued (2020: 96.4% Complete, 2021: 39.3% Complete; 2022: Not Started - On Order)
  
• Pen Test and Network Infrastructure Vulnerability Remediation Continued
  
• Windows OS Server Refresh Continued
  

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1,614

739

311

286

95

46

34

28

23

11

10

31

Unclaimed

WELCOME

Elda Hill – Claims Examiner

Virginia Victims Fund

Claims

SAFE

Restitution

Repayments

Amount Repaid

Incoming Payments Received

Amount Received

Claims Awarded

Amount Awarded

Decisions Processed

Electronic Communication

Claims Awarded

Amount Awarded

New Applications

Incoming Payments Received

Total Amount Received

29

$12,490

132

$37,212

121

$435,387

183

692

265

$47,674

194

$193,010

221

SAFE

45

Claims

11

Unclaimed

56

Restitution

778

778

56

45

Restitution

SAFE

Claims

11

9

1

Unclaimed

Medical Serv

Ombudsman

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