Is there anyone responding to New York's Unemployment Contact Line?
In the heart of New York, thousands of jobless residents are facing significant challenges when trying to reach the Labor Department's unemployment phone line for assistance. According to recent data, only about a third of callers manage to speak with a live agent, leaving many in limbo.
The issue stems from a decline in staffing levels at the call centers, which have decreased nearly 40% from 344 employees in 2022 to 215 in 2024. This has resulted in long wait times and automated messages stating that there are too many calls to handle.
Assemblymember Phara Souffrant Forrest, for instance, compared the ease of reaching someone at American Airlines to the difficulty at the Department of Labor. Her office receives about a call a week from constituents struggling to access unemployment benefits who can't reach anyone at the Department of Labor.
Kyra Assibey-Bonsu, a freelance audio producer, experienced this firsthand last December. After being unable to reach anyone at the Labor Department, she was helped by Assemblymember Souffrant Forrest's office to talk to someone at the Labor Department.
Other constituents are unable to verify their ID with the Department of Labor over the phone, or are told they need to complete an interview to be approved for benefits, but can't reach anyone to do it.
Claire Valdez, an assemblymember from Queens, stated that issues with unemployment insurance are the primary constituent services issue in her office. In fact, unemployment is a significant issue leading to calls to legislators' offices.
To address this issue, the Department of Labor is investing in new technologies to provide efficient service. However, advocates question if this will eliminate the need for human help.
In an effort to shed light on the situation, New York Focus brought an Article 78 lawsuit against the Department of Labor to disclose call logs for the unemployment phone line.
As the unemployment rate returns to pre-pandemic levels, it is hoped that the Labor Department will address these issues to provide better service to the residents of New York who rely on their assistance during these challenging times.
[1] Source: Department of Labor data [2] Source: Assemblymember Phara Souffrant Forrest's office data
- Assemblymember Phara Souffrant Forrest's office data reveals that issues with unemployment insurance are the primary constituent services issue in her office.
- In an attempt to ensure transparency, New York Focus brought an Article 78 lawsuit against the Department of Labor to disclose call logs for the unemployment phone line.
- In the policy-and-legislation realm, the Department of Labor is investing in new technologies to provide efficient service, but advocates question if this will eliminate the need for human help.
- As the budget for the Department of Labor shifts towards technology, there are concerns about the impact on public records and the accessibility of services for jobless residents in New York.
