Department of Unemployment Assistance Adjusting Call Center Hours to Improve Claims Processing

Department of Unemployment Assistance Adjusting Call Center Hours to Improve Claims Processing

Adjusted hours part of a three-month pilot set to take effect on August 1; Will allow DUA staff to more quickly work through unresolved claims

Boston – The Department of Unemployment Assistance (DUA) today announced a 3-month pilot program, starting on Friday, August 1 to temporarily adjust call center hours to Monday through Thursday and now dedicate Fridays to primarily addressing and processing open claims. This will allow DUA to process claims faster by addressing any issues with individual claims or benefit week filings, including ID verification, work separation issues, and wage verification. A common reason for increased call volume includes claimants checking on the status of such open work items. The Boston Re-Employment Center will keep its current hours for in-person customer service by appointment only, including on Fridays.

The new pilot, adjusting phone hours to allow DUA to focus on resolving outstanding claimant requests, follows an example proven effective in Oregon.

Today’s announcement builds on the Healey-Driscoll Administration’s continued focus on improving DUA customer service. In early May, DUA launched a new, modernized self-service system for current and future claimants seeking unemployment insurance (UI) benefits. Additionally, at the same time, DUA augmented call center staffing to achieve improved call wait times for customers. Since May, DUA has distributed more than $449 million in benefits. DUA is currently averaging approximately 5,748 initial claims per week.

“DUA is committed to improving operations and communication with impacted workers and employers,” said Secretary of Labor and Workforce Development Lauren Jones. “Our administration has been making progress to improve DUA services and the unemployment insurance system, but we know that some claimants are still experiencing long processing times, and we want to urgently resolve them. Learning directly from the experience of Oregon in implementing this pilot, we have a creative solution that ultimately will strengthen outcomes for our customers. DUA customers navigate challenging and personal circumstances and eligible claimants deserve timely responses and helpful communication throughout the process.”

Pilot Program

Through the pilot, DUA is prioritizing making claims processing more efficient and strengthening its operations.

• Current phone hours are Monday through Friday, 8:30 a.m. to 4:30 p.m.
• Beginning Friday, August 1, call center hours will change to Monday through Thursday, 8:30 a.m. to 4:30 p.m.
• The Boston Re-Employment Center will keep its current hours for in-person customer service by appointment only, including on Fridays.
• On Fridays, DUA staff will focus primarily on processing claims and working on other outstanding customer requests.
• At the end of the 3-month pilot, DUA will reassess its call center hours.

 

How This Pilot Will Help

The pilot program will allow staff to prioritize processing claims and other claimant requests and will help keep the call center wait times low as a large portion of claimant calls are related to their claim status.

The adjusted call center hours will help customer service:

• Allow DUA to deliver benefits to eligible customers faster.
• Keep call center wait times low as fewer claimants will call for an update on their claim.
• Handle new claims and work more promptly, preventing further delays.

 

“During our summer seasonal peak, DUA continues to face an increased volume of unresolved claims and issues. We have made significant strides, appreciate feedback, and continue to explore all options to provide appropriate turnaround times,” said Director of the Department of Unemployment Assistance Katie Dishnica. “This pilot will create additional capacity and help us improve claims processing. We will continue to review our process and are committed to improving service levels for our constituents.

What DUA Claimants Should Know

• Starting August 1, the call center will be closed on Fridays.
• This change does not affect the ability to file a claim or request weekly benefits online or over the phone.
• DUA will provide updates about claims through the Unemployment Services for Workers inbox or the preferred communication method selected when customers file their initial claim.
• Claimants can access more information and self-service options, 24 hours per day, through our customer facing online portal that can be accessed via computer, phone, or tablet in both English and Spanish.
• In-person customer service is available through the Boston Re-Employment Center by appointment, Monday through Friday. Appointments can be made online. DUA has also hired field staff to provide office hours at regional MassHire career centers on a rotating basis.