Unemployment benefits call center hours adjusted to pay claimants more quickly

The Employment Security Department, as part of a 90-day pilot, is adjusting unemployment benefits call center hours to focus on processing the growing number of claims and get customers paid more quickly.  

As noted in Employment Security’s Oct. 16 press release, demand for unemployment claims continues to rise with private-sector layoffs, seasonal workers applying for benefits, the federal government shutdown and claimants staying on unemployment longer. 

Beginning this week, unemployment call center hours are: 

• Monday, Wednesday, Friday: 8 a.m. to 4 p.m. (normal hours). 
• Tuesday and Thursday: 8 a.m. to noon (adjusted hours). 

From noon to 4 p.m. on Tuesdays and Thursdays, all customer service representatives will focus on processing claims to get people paid more quickly.   

“We’re trying to move the needle and get people paid more quickly with the resources we have,” Employment Security Commissioner Cami Feek said. “We don’t have the budget for overtime or additional hires. We are constantly looking for ways to more efficiently process claims and believe this change will help decrease our growing backlog of outstanding claims.” 

Why the change in call center hours

Employment Security is adjusting call center hours now for several reasons: 

• Unemployment claims typically grow between October and March, when seasonal workers (e.g., construction, agricultural) are temporarily laid off. It’s the busiest time of year for unemployment. 
• Ongoing unemployment claims are 20% higher than at this time last year. 
• The backlog of unemployment claims is increasing each week. By adjusting call center hours, customer service representatives can focus solely on addressing the backlog during Tuesday and Thursday afternoons. 
• If the backlog of claims is reduced, the reasons for customers calling — e.g., status of claims and payments — will be reduced.  

“We are answering more calls now than at this time last year. We can’t keep up given the increase in claims,” said JR Richards, director of Employment Security’s Insurance Services Division. “Giving people focused time to work on claims on Tuesday and Thursday afternoons allows them to do more follow-up and customer outreach to resolve questions or issues that may delay paying benefits.” 

Richards said this pilot will increase non-phone work time by 52%. It will also increase the number of staff on the phones by nearly 10% on Tuesday and Thursday mornings. 

What customers can do before and after applying for unemployment benefits 

Customers are encouraged to visit the Employment Security Department website (esd.wa.gov) to learn more about applying for benefits and what to do during their claim. 

The following webpages are helpful to ensure customers complete their unemployment applications accurately and manage their ongoing claims.  

• Basic unemployment eligibility requirements. 
• How to apply for unemployment benefits. 
• Understanding your benefits decision letter. 
• When your claim has an "issue.” 

Federal workers impacted by the federal government shutdown should see the news release on our website for more information. 

Customers can check the status of their claims and payments by accessing their eServices account. This reduces the need to call for those specific reasons.  

“This is truly an all-hands-on-deck approach to help our customers get paid,” Feek said. “We understand the frustration of not getting through on our phone lines. We’ll evaluate this plan weekly and adjust as needed.” 

Hours for other services and programs at Employment Security are not changing. Visit Employment Security’s contact page (esd.wa.gov/contact) to find the best ways to contact us about different topics.  

“This is truly an all-hands-on-deck approach to help our customers get paid,” Feek said. “We understand the frustration of not getting through on our phone lines. We’ll evaluate this plan weekly and adjust as needed.” 

Hours for other services and programs at Employment Security are not changing. Visit Employment Security’s contact page (esd.wa.gov/contact) to find the best ways to contact us about different topics.  

5 tips when applying for unemployment benefits

• Gather all job and earnings details before starting your application. You need to share names and mailing addresses of all your employers, including part-time and temporary jobs, for the last 18 months. You also need to provide the dates you worked. Learn how to apply for unemployment benefits at the Employment Security website. 
• Apply and then file weekly. Getting benefits is a two-step process. First apply, then file each week you want to get benefits. Do not wait to file weekly while your application or claims are processed. 
• Make sure we can reach you. Keep your contact information current. Find instructions on our website to update your information or use the automated phone option at 800-318-6022.  
• Frequently check for messages. Check your eServices account, your email, your U.S. Postal Service address and your phone to avoid missing necessary information, requests for more information or deadlines.  
• Quickly reply if asked for more information. Answer all questions completely and accurately. Reply by the due date to avoid delays or possible loss of benefits.