Projo 7 to 7 News Blog

People who call Rhode Island's unemployment call center wind up on hold for more than an hour on average before they can file claims for benefits -- assuming they can get through at all.

The Rhode Island Department of Labor and Training has shaved about 18 minutes off the average wait time, which was 95 minutes last week. But callers are still on hold for 77 minutes on average, state officials said at a House Finance Committee hearing at the State House.

That is not good enough, said the committee's chairman, state Rep. Steven M. Costantino (D-Providence). He ordered state officials to produce a formal plan that will bring wait times -- and the backlog of online claims for benefits -- back to normal as soon as possible.

"We need to know the plan [for] what's going to get this . . . back to reasonable numbers," Costantino told Sandra M. Powell, the agency's director. "You've hired a whole bunch of people. You've still got waits, though reduced . . . . We need to see the plan."

State Rep.Elizabeth M. Dennigan (D-East Providence), a committee member, said, "People are desperate, but it's still taking quite a bit of time" for the unemployed to get their claims for benefits processed. In an interview after the hearing, Powell said she anticipates providing the committee within two weeks a formal plan showing how the agency plans to resolve the problems.

 Tags  Department of Labor and Training economy Rhode Island unemployment

Comments

not ramen noodles again said:

For crying out loud! It's taken this long to light a fire underneath someone's butt, and their response is, "I'll get back to you in two weeks with a plan"?!? This isn't charity. This is money that people (with some despicable exceptions) have worked hard for. I'm so tired of not being able to find a job, yet hearing how unbearable the workload is for those poor souls down at unememployment. We're not talking about quantum physics, it's clerical work. A solution, not a 'plan' was needed months ago. It's pathetic.

Link | March 12, 2009 7:27 PM
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fishoutofwater said:

I waited 2 hours and 20 minutes on the phone last Friday before I reached a representative. It took two hours trying with both my cell phone and home phone to get through. Luckily I have the Unemployment number on my Fav 5 list because I finally got through on my cell phone. I would have loved to only have waited 77 minutes.

Link | March 12, 2009 8:31 PM
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Anonymous said:

How about hiring some of the unemployed to help with the back log... we are people with skills in our trade.Lets face it lots of people use the internet, phone, and computers. Not much training should have to be required with that experience. That may help the State, and the person who is unemployed.

Link | March 12, 2009 8:51 PM
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