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Nevada Unemployment Call Center Closed Due to Employee COVID Diagnosis
Many contact centers – particularly those supporting critical functions like employment – have remained open throughout the COVID-19 crisis, and call center managers are having to add another hat to their already large collection: public health managers. In cases in which an employee tests positive, call centers are finding it necessary to shut down and urge two-week quarantines for any workers who may have been exposed.
In Nevada, the Department of Employment, Training, and Rehabilitation call center, which is responsible for processing unemployment claims, discovered that an employee had tested positive for COVID-19. As a result of the positive test, the call center was immediately closed, and remediation efforts began as set forth by state and CDC protocols. The employee is self-quarantining. The department emphasizes that no members of the public were at risk, as the center was closed to the public in mid-March.
The DETR said it is taking all necessary actions in response to the diagnosis, including notifying appropriate staff and deep cleaning the workspace. It is also offloading the calls that the center would normally take to a different facility. Until it’s safe to open again, all claims that would typically be handled by the Southern Nevada office will be moved to the unemployment insurance call center located in Carson City. DETR employees who may have been exposed due to extended close contact with the employee are being identified and health officials will determine if further testing is needed.
“Ensuring the continued health and safety of our employees is our primary concern and we are taking immediate action to ensure we can have staff return to work swiftly and safely. Until all protocols are met, claims will be handled by our UI call center staff in the Carson City call center,” said Kimberly Gaa, Administrator of DETR’s Employment Security Division.
The state has emphasized that unemployment claimants are urged to use online services as much as possible at ui.nv.gov.
Edited by Maurice Nagle