Unemployment department hangs up on jobless workers

Perhaps it's time for the state unemployment department to start hiring more telephone operators. Jobless workers filing for benefits have complained about having to make dozens of calls -- one man dialed 46 times! -- and spending hours on the phone before they were able to get through. One caller wept last week after the department's phone system kept hanging up, an Employment Development Department worker told Marc Lifsher.

While customer service has never been the EDD's strong point, its current problems are tied in part to rising unemployment, which is approaching 6%. The department notes that the proportion of unsuccessful calls has fallen dramatically since January and stood at 33% last month as EDD tried to get a handle on the surge in applications. However, with the economy continuing to weaken and employers cutting more jobs, EDD will be under a lot of pressure to keep up.

EDD officials urged unemployed workers to apply for benefits on their website and avoid the overtaxed phone system. Filing electronically, however, is not entirely problem-free, warned Thom Davis, a union business manager.

"It doesn't work so well either," he said. "The servers get so clogged up and it freezes."

-- Jesus Sanchez

Photo: AP

Comments

[Pam Wilson]

Dear Marc Lifsher, please continue writing about this important subject. My friend encountered the same problem six months ago. We had to contact our state Senator to get thru to EDD. Our Senator's staff said their office has become a de facto satellite office of EDD because constitutents cannot get thru to EDD and have to call their elected representatives to do so. We also learned there are no longer any EDD offices open to the public anywhere in the state but do not know when they were closed or why. The service centers advertised on their website do not handle unemployment claims - their staff direct you to telephones on their walls to call EDD direct but the same problem occurs - no one answers. My friend's internet-filed claim was initially denied - the form does not allow sufficient facts to be included to properly document a claim. Please keep on this story. THANKS

[Alejandro Salazar]

Jobless workers?
How about just jobless, they are no longer workers. When I am out of job (which happens once in the while) I am not a worker or production unit. I am a person, human being, a man. I am not a worker when I am introduced at the party during the weekend. Stop using this socialist, production acronyms for people.

[h.w.]

I believe the phrase "Jobless workers" is used to differentiate between those who do not have a job but are capable and trained, and those who do not have a job and are either unwilling to work or disabled. It's not pushing some socialist agenda. Relax!

[sp]

I saw this article and laughed a little... I just spent three days of calling every hour to try and get through to a human. I finally got through this morning, asked my two questions to clarify the information needed on the internet application, and was done --yep, I just needed 8 minutes of someone's time, but the automated system wouldn't even put me on hold, it just hung up.

Maybe I should see if EDD is hiring.

[Erika Leger]

My application filed online was also denied. There is absolutely NO room for an explination as to why you were terminated. I then had a phone interview, my interviewer did NOT report the facts I gave him as correct, he simply stated I had a conflict with my manager/supervisor and quit. Actually I stated my manager had a conflict WITH ME - she couldn't grasp the concept that a nurse needs orders from a MD not a MFT, and said she couldn't work with me anymore. I was given a choice to quit or be fired. I WOULDN'T / COULDN'T quit. Anyone know how the appeals works???

[Kevin Bowland]

I have spent the last week trying to get someone to answer the phone. I have tried over 100 times (yes 100) just today. The system does not work at all.

[Tom]

Please keep up the good media reporting on the CA EDD and their incompetence. Waiting now over 6 weeks for a response, no check, no continuing claim forms, no response from EDD via phone, email, letter. I spoke to one person who only was taking messages--they did NOT have access to the claim?!?! Are you serious? FOr 9.25% in sales taxes in CA,you;d think the "customer" tax-payer would be priority one. Where are all the politicians? Too busy voting themselves pay raises or giving themselves benies?