Washington Adjusts Call Center Hours Amid Surge in Unemployment Claims

The Washington Employment Security Department (ESD) has announced a new 90-day pilot program to modify call center hours in response to an increase in unemployment claims. This decision comes as the state grapples with a backlog of claims driven by private-sector layoffs, a federal government shutdown, and seasonal job losses. According to ESD, ongoing unemployment claims have surged by 20% compared to this time last year.

During a virtual press briefing, Commissioner Cami Feek emphasized the urgency of the situation, stating, “Our top priority is getting people paid as quickly as possible.” This adjustment aims to better manage the growing workload and improve service for those seeking assistance.

Under the new schedule, call center hours will remain from 8 a.m. to 4 p.m. on Mondays, Wednesdays, and Fridays. On Tuesdays and Thursdays, the center will operate from 8 a.m. to noon, with afternoons reserved for processing claims. Feek pointed to successful initiatives in other states, such as Massachusetts, which saw a 43% reduction in its claims backlog after implementing similar changes.

“This is truly an all-hands-on-deck approach to help our customers get paid,” Feek added. ESD is committed to regularly evaluating the pilot program and making adjustments as necessary to enhance service efficiency.

In addition to the operational changes, the department hosted a webinar last week aimed at assisting federal workers impacted by the government shutdown, attracting nearly 200 participants. A follow-up session is scheduled for Thursday at 10 a.m. to continue supporting those affected.

Meanwhile, the Citi Foundation is making strides to address rising unemployment among young adults. The foundation has committed $25 million to initiatives aimed at combating the challenges posed by labor disruptions due to artificial intelligence and economic shifts.

As the ESD works to streamline processes and better serve the community, the focus remains on alleviating the financial strain on individuals and families facing unemployment in Washington state.