Compliance Specialist 2 (CS2) and Compliance Specialist 3 (CS3) staff complete structured scorecard reviews on assigned claims.
A quality assurance process that monitored customer care phone interactions was retired when the current compliance reviews launched. This work was absorbed into customer care's own internal review processes.
The previous framework flagged that an error occurred — but not which Oregon rule or statute was not followed. Without that specificity, the program had no way to track which legal requirements were consistently being missed, and staff could not be trained on the precise OAR or ORS provisions the program must meet. V3 identifies exactly which law or rule applies to each decision, making legal compliance visible and trainable.
Previous reviews checked process adherence but did not verify decisions against Oregon Administrative Rules or Oregon Revised Statutes. V3 adds that verification layer directly into every review.
Self-employed claimants, Designated Representative interactions, the Appeals process, Assistance Grant applications, and Employer Equivalent Plans were not reviewed under the prior framework. V3 covers all of them.
The claims assignment process relied on Microsoft Excel pushed beyond its functional capacity. Because reviews were tied to Issue IDs rather than Claims, the Assigner could not be properly configured in the program's management platform — creating workflow instability.
The old scorecards reviewed the same claims, leave types, and eligibility issues we review today. The difference: V3 holds every decision to the standard of Oregon law and administrative rule — not manual procedures. That shift identifies program compliance as a whole.
80+ questions anchored directly to Oregon Administrative Rules (OAR) and Oregon Revised Statutes (ORS)
Built in Smartsheets and the AI-powered Compliance Hub. All tools have been tested by CS3 staff during the familiarization phase and are confirmed ready for CS2 training.
