Washington State Adjusts Call Center Hours Amid Rising Unemployment Claims

The Washington Employment Security Department (ESD) has announced a 90-day pilot program to adjust call center hours in response to a significant increase in unemployment claims. This decision, made public on Monday, aims to address a backlog exacerbated by layoffs, a federal government shutdown, and seasonal job losses.

The ESD reported that ongoing unemployment claims have surged by 20% compared to the same period last year. This rise has prompted Commissioner Cami Feek to emphasize the department’s commitment to ensuring timely payments to those affected. “Our top priority is getting people paid as quickly as possible,” she stated during a virtual press briefing. “We needed to act within our current resources to help our customers receive payments and to allow our staff to manage the growing workload more effectively.”

Under the new program, call center hours will remain from 8 a.m. to 4 p.m. on Mondays, Wednesdays, and Fridays. On Tuesdays and Thursdays, the phones will be staffed only from 8 a.m. to noon; afternoons will be dedicated to processing claims. This strategy mirrors initiatives implemented in other states, such as Massachusetts, where a similar adjustment resulted in a 43% reduction in the claims backlog.

Feek expressed understanding of the frustrations many have faced while trying to reach the department. “This is truly an all-hands-on-deck approach to help our customers get paid,” she noted. “We understand the frustration of not being able to get through on our phone lines. We’ll evaluate this plan weekly and make adjustments as needed.”

In a proactive effort to assist federal workers impacted by the ongoing government shutdown, the department hosted a webinar last week, attracting nearly 300 attendees. A follow-up session is scheduled for Thursday at 10 a.m., aimed at providing further support to those affected.

As the situation develops, the ESD’s adjustments to call center operations highlight the challenges faced by the department in managing rising unemployment claims. The pilot program represents a significant effort to adapt to the changing landscape and ensure that those in need receive the assistance they deserve.