The Department of Labor & Industry (L&I) recently announced it will be adding between 500 and 1,000 customer service representatives to the unemployment compensation call center.
More experienced staff will begin resolving and processing claims full time, and between 50 and 100 customer service team leaders will also be hired.
The additional staff will make it easier for people to reach the call center. Pennsylvanians have complained that it takes days for someone to answer the phone. This is on top of the two to nine weeks it takes to receive a response to questions.
“To the individuals on unemployment programs who’ve struggled to reach one of our customer service representatives, we’ve not only heard you – we listened,” Acting Secretary Jennifer Berrier said.
On March 2, L&I testified before the House Appropriations Committee. Lawmakers expressed frustration with unemployment delays, and Rep. Natalie Mihalek (R-Allegheny/Washington) called the center during the hearing. She received a busy signal.
L&I is working with InspiriTec, its call center vendor, to hire new staff by June.
Additional staff will cost up to $58.6 million and will be paid for using primarily federal funding.
The state has paid nearly $38.2 billion in unemployment compensation since March 2020.