Rising jobless claims leads to fewer hours at ESD call center

The Washington Employment Security Department (ESD) is launching a 90-day pilot program to adjust unemployment call center hours in response to a growing backlog of claims, officials announced Monday.

Commissioner Cami Feek said the department is experiencing a sharp rise in unemployment claims due to private-sector layoffs, the federal government shutdown, seasonal job losses, and longer durations of unemployment. Ongoing claims are up 20% compared to this time last year, according to ESD.

ESD launches pilot program to tackle rising unemployment claims backlog

“Our top priority is getting people paid as quickly as possible,” Feek said 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 pilot program, call center hours will remain 8 a.m. to 4 p.m. on Mondays, Wednesdays, and Fridays. On Tuesdays and Thursdays, phones will be staffed from 8 a.m. to noon, with afternoons dedicated to claim processing.

Feek cited similar initiatives in other states, including Massachusetts, which saw a 43% reduction in its claims backlog after implementing a comparable strategy.

“This is truly an all-hands-on-deck approach to help our customers get paid,” Feek said. “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.”

Last week, the department hosted a webinar for federal workers affected by the shutdown, drawing nearly [number missing] attendees. Another session is scheduled for Thursday at 10 a.m.

Follow @https://twitter.com/aaronkirofm