Received a call late yesterday from a customer affected by a
COVID-19 layoff who is trying to claim UI benefits. He said the UI call center line kept him on hold for an hour then hung up.
This has happened in the past when the lines are very busy.
I suggested he try again at another time, and let him know the hour-plus wait time is not unusual. I apologized for the inconvenience but said to keep trying and he will get through to file his claim.
We need greater operator capacity for this system, especially if online UI claims will not be possible in the Career Centers or libraries.