During the first quarter of FY 2027, VEC’s Chief Customer Advocate, who is also known as VEC’s Ombudsman, in conjunction with the Customer Escalation Team (CET) and the Employer Response Phone Team (ERT), assisted a larger number and proportion of employers and handled a larger number of unemployment insurance (UI) inquiries overall than in recent quarters. The increase in employer engagement corresponds to VEC’s outreach efforts and communications with employers about the launch of the new Employer Single Sign-On experience that features security enhancements, streamlined access, and permits multi-user flexibility.

As VEC makes service improvements for employers and claimants, the agency also prepares to assist those who have questions or need support to navigate the changes. The Office of the Unemployment Compensation Ombudsman is an important part of the frontline response to those individuals and to those who inquire about more routine concerns.

Aside from Employer Single Sign-On-related inquiries, the volume and variety of the inquiries fielded and the types of assistance provided by the Chief Customer Advocate were within typical ranges. The Chief Customer Advocate’s recommendations and role as a liaison with stakeholders and insight from interacting with claimants, employers, and VEC’s operations continue to help VEC to iterate on improvements to the UI program and how the agency serves the public, including through a pilot for scheduled callbacks from the Customer Contact Center.