SUMMARY

Some individuals file initial claims for unemployment benefits through the program’s call centers, including one call center operated by the Department of Workforce Development (DWD) and two call centers operated by two entities under contract with DWD. From March 15, 2020, through June 30, 2020, 38.3 million of the 41.1 million total telephone calls (93.3 percent) to the call centers were blocked or received busy signals and, therefore, did not reach the call centers. DWD contractually required one entity to provide at least 500 full-time equivalent staff positions in that entity’s call center, which began answering calls on May 20, 2020. However, not until the week of July 19 were that many positions working in that call center.