HARRISBURG, PA — The Department of Labor & Industry (L&I) has announced a dramatic reduction in wait times for Unemployment Compensation (UC) claimants seeking assistance via the department’s helpline. Secretary Nancy A. Walker highlighted that since the inception of the Shapiro Administration, wait times have plummeted by nearly 60 percent, from over an hour to just above 20 minutes on average.
This marked improvement is attributed to the strategic utilization of the Service Improvement and Infrastructure Fund (SIIF), which facilitated the hiring of more than 380 additional UC interviewers to man service centers and field calls. This investment has not only led to substantially reduced wait times but also restored Pennsylvanians’ access to efficient and timely customer service during periods of economic uncertainty.
Reflecting on the progress made within a year, Secretary Walker shared an eye-opening comparison: “The day before Thanksgiving in 2022, claimants averaged 20 attempts to reach UC by phone. In 2023, on that same day, it took only one attempt for most claimants to reach a UC staffer by phone.” She further emphasized the department’s ongoing commitment to improving service delivery, with the aim of meeting and surpassing the customer-service expectations of Pennsylvania’s residents.
In addition to bolstering phone support, L&I has expanded its customer-service avenues by establishing a new helpdesk specifically for scheduling in-person UC Connect appointments at PA CareerLink® locations. This initiative, staffed by individuals supported by L&I’s Office of Vocational Rehabilitation (OVR), also aids claimants with routine inquiries, thereby streamlining access to assistance.
February 2024 statistics highlight the impact of these measures: L&I received 39,683 claims and distributed UC benefits totaling $203,625,633 to 113,653 eligible claimants. Furthermore, the UC helpline, live chat service, and email support collectively served over 112,000 individuals, reflecting a robust and responsive customer service framework.
L&I’s efforts extend beyond individual claimant support. The department offers Rapid Response Services to both businesses and workers facing job dislocation due to various factors, including natural disasters and economic transitions. In February alone, these services reached 21 employers and 615 workers, underscoring L&I’s comprehensive approach to workforce support.
The significant reduction in UC claim wait times is more than a mere statistic; it represents a crucial lifeline for individuals navigating the challenges of unemployment. By enhancing the efficiency and accessibility of support services, L&I is not only aiding Pennsylvanians in their time of need but also contributing to the larger goal of economic recovery and stability.
As Secretary Walker aptly noted, the journey toward service excellence is ongoing. With continued funding and dedication, L&I aims to further refine its support mechanisms, ensuring that every Pennsylvanian who reaches out for help receives it promptly and effectively. This commitment to service improvement reflects a broader vision of a state government that is responsive, accessible, and attuned to the needs of its constituents, particularly during their most vulnerable moments.
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