CA AB360

Establishes the Unemployment Insurance Reform Project to be administered by the Employment Development Department Director to improve unemployment insurance administration and services.

Requires the department to report every 6 months on its website regarding overpayments, including amounts assessed, noticed, waived, and repaid for benefits paid from March 1, 2020 onward.

Mandates the department perform immediate risk assessments of deferred workloads, develop prioritized workload plans, and create a recession preparedness plan to be completed by June 1, 2022.

Requires the department to revise public dashboards by March 1, 2021 to clearly distinguish between claims waiting for payment and those with pending work, and identify claims delayed more than 21 days.

Directs the department to implement formal policies by May 1, 2021 for tracking call center reasons and first-call resolution rates, with quarterly analysis and improvements by October 1, 2021 and every 6 months thereafter.

Requires a working group convened by the department to assess lessons learned from claim surges and issue a report by January 1, 2022 on recommended improvements.

Authorizes expenditures from the Unemployment Administration Fund for these reform purposes.