Call Center Management Featured Article
State Unemployment Call Centers Overwhelmed Due to Coronavirus
Massachusetts is moving to a virtual platform after its call center was overwhelmed with residents inquiring about unemployment benefits. The state's Department of Unemployment Assistance is holding a number of virtual town halls to help residents who have lost their jobs due to the coronavirus pandemic.
The decision to go online was made after an "unprecedented" call volume overwhelmed the state's call center last week, according to Rosalin Acosta, MA secretary of labor and workforce development. The state is planning to redeploy hundreds of its employees in an effort to get the call center better staffed as quickly as possible.
In the meantime, the town halls will guide residents through each step of filing a claim using streamed virtual meetings. Callers may also ask questions and interact with government officials. For more information on the town halls, visit the website.
Massachusetts joins a number of other states that are providing guidance to workers who have lost their jobs as the world grapples with fallout from COVID-19. Illinois has experienced a surge in applications for unemployment insurance over the past week, and tens of thousands of workers in the state are temporarily out of work.
According to the Illinois Policy organization, more than 64,000 new claims for unemployment benefits were filed in the state from March 16-18. The Illinois Department of Economic Services (IDES) was forced to adopt emergency rules to establish who qualifies for benefits during the emergency.
The state's call center has also been overwhelmed and offices are closed to the public. Illinois recommends residents file their claims online through the IDES website.
Michigan received more than 100,000 unemployment insurance claims last week, compared to the state's usual average of 5,000. The state is making benefits available to workers who have been temporarily laid off or lost their jobs through no fault of their own. Workers who are unsure if they meet the qualifications are encouraged to file at no cost.
Of course, the Michigan Works! unemployment offices are currently closed, and the call center and online systems have been overwhelmed. To begin the online application, residents can visit the state website.
California has also seen a giant surge in unemployment claims, especially since Governor Gavin Newsom's executive order waives the usual one-week unpaid waiting period. Those who have lost a job or had hours reduced due to coronavirus may file, as well as parents who have to stay home to care for a child due to school closures. For more information, visit the Employment Development Department website.
Edited by Maurice Nagle