this is happening all over the nation. Unemployment offices were not prepared for all the people suddenly claiming their checks.

Well, at least the 'kind' people at the Unemployment office will remain employed.

When I got the boot in July, I had the same problem here in AZ - constant message saying that due to "high call volume" to call back later. Some days I tried over 50 times. Luckily, AZ allows you to file online and lets you send in an email to ask questions. I got a response to my questions pretty quickly - but it still took a month for the first payment (all of $240 a week).

See if your local office accepts email, and good luck to all on their job hunt.

I am anticipating having this problem myself come Jan 1 when my time at MTV Networks is over (I am one of the uncounted hundreds of contractors/freelancers who are losing their jobs, but don't get counted in the publicly announced layoff numbers.)

My problem is that I live in NJ and work (and therefore pay unemployment) in NY. So, I will have to file in NY. I have serious doubts about how much impact my NJ state representative will be able to have on NY's unemployment offices.

Can we preempt next weeks article with some tips to prod our local state rep?

No seriously, there's a lot of government officials that are probably eager and able to help solve seemingly mundane issues, but people who they are meant to assist don't know they even exist. Any chance of getting a short list?

It's funny. People rate "Congress" (either state or Federal) as the institution they dislike the most, but rate their own Congressman as being above the norm.
The thing is, they can be responsive, if you break out of the routine. It's not asking for help, it's demanding services that we pay for.
Tip of the hat, Ben, for posting this excellent article!

I thought most states had local unemployment offices in most cities within their state. Showing up in their office sort of forces them to deal with you.

In the 80's when the economy was totally tanking in the midwest the unemployment office was like a social outing. So many people were out of work and you had to show in person to do business (pre-internet) with them that it was the place to run into people.

I know it's frustrating to deal with government entities. But while you're doing it, try to remember that government employees are people too! We might not be losing jobs so quickly, but in PA there has been a hiring freeze on for a while in most state jobs. Meaning, as demand increases for service in offices like Unemployment and Public Welfare, the number of workers is steadily dropping due to retirements, etc. - with no new replacements coming in.

I'm a cash asssistance caseworker, and I used to handle about 12-15 new application per week. This week, I received almost 25. It takes 2 hours or more (normally broken over several days) to properly process one application. I only work 37.5 hours a week, with no option of overtime.

The system is broken, and unfortunately, people tend to blame the employee they're dealing with for that. Calling your state rep's office to complain that it took 20 days to get food stamps (when we have 30 days by law to make a decision on your application) may get your application processed a day or two faster, depending on the supervisor who gets the call. But it earns you the caseworker's lasting dislike for thinking your case is more important than the hundreds of other cases (many ahead of you) to be processed.

@Trai_Dep: To quote the Demotivators, "None of us is as stupid as all of us"

Ok, but can I get my local representative to answer the phone with "Vandelay Industries"?

Oh, it's a latex company.

@psychocellochica: While I understand and to a point agree with your sentiment there would seem to be some hypocrisy in what you are saying. On the one hand, you ask that we remember that govt workers are people too and that it's not their fault that the system is broken. On the other hand, you talk about how when we try to navigate through said broken system using the limited options at our disposal, we will earn your "lasting dislike." It's not our fault that the system is broken either. No offense, but given the choice of pissing off a govt employee to collect food stamps/unemployment benefits to pay the mortgage/put food on the table or waiting for a broken system to get around to you isn't really a hard decision to make.

Pot...meet kettle.

@bohemian: Yeah, back then we used to say stuff like "See you on the unemployment line." And we meant it.

@davebg5: I think the point she's trying to make is that when you are navigating said broken system, you get more flies with honey than you do with vinegar. There's nothing wrong with wanting your case handled quickly, and working the system to get that done - but there's a problem with the attitude that you're entitled to it. That makes people think you're a douche and not want to go out of their way to help you.

Please keep this on the front page until the end of the recession, or the end of the USA, whichever comes first.

@The Name's Ash78, Housewares: @chrisjames: Call your rep's state/ local office (as opposed to D.C. office). They are dedicated to Constituent Services, and have people whose whole jobs are to help you, the constituent.

@davebg5: I also work for my state's welfare department. Chances are if you filled out your application correctly and aren't an asshole, everything will be processed smoothly and you won't need to use the nuclear option of getting Congress involved. The type of people psychocellochica are talking about are the ones who call up the office demanding to speak to a supervisor because they just put their application in a mailbox yesterday and it hasn't been processed yet. Or the people who call up demanding to know what's taking so long even though they have been told repeatedly by supervisors that they still need to provide a copy of their birth certificate/other necessary verifications before they can receive benefits. I imagine "Aaron" falls into one of these two categories.

Why don't you use all of that intuitive intellect to go get a job?

@davebg5: My point isn't that I resent people working the system. I'm bothered when people jump the line of command.

We know the system is broken, but it is improving every day. In PA, they've implemented a statewide Customer Service Center for all public welfare clients, any client can call M-F 7:30-5:00 and talk to an impartial caseworker who can help update them on the status of their case, and assist in any issues they have. If it's a problem with the individual caseworker, the customer service workers can help move them up the chain of command to the supervisor, the manager, etc. Every call is documented, and it's normally resolved very quickly. We are also obligated to give you our supervisors name and number if you just ask! Normally, I'll give it out as soon as you start screaming or cursing over the phone. I am allowed to hang up on you, and I'd much rather let you scream at my sup so I can get back to work.

What really bugs us is when a client has a sense of entitlement to benefits, and decides that their case is more important than anyone else. When someone skips the supervisor and calls their state rep, the state rep will call someone in Harrisburg, who will call the County Director, who will call the District Administrator, who will call the manager, who calls the supervisor, who then walks over to the caseworker's cubicle and says, "Why is Joe Smith complaining to Harrisburg?"

Normally, the answers is one of the following (in this order):
1) "Because I haven't opened his food stamps since he won't provide his [insert something we need, like paystubs or bank account statement here]."
2) "Because he's not eligible for whatever benefit he wants. I've already told him that, and why, and told him he can appeal as soon as he gets the written notice."
3) "I'm ready to open it, but there are X number of people in front of them who should be opened first because they applied first."
4) "Because there's a system error holding up the case and I can't touch the case until the techs fix it.

You haven't had income in 3 months and you're behind in rent? You knew 3 months ago you didn't have income and you shouldn't have filed 2 days ago. We are not obligated to handle your case immediately except in some Food Stamp Related circumstances (every new application is reviewed for what we call Expedited Eligibility... if you meet certain criteria, you will have some Food Stamps available within 5 days). Likewise, don't walk in the day before Thanksgiving at 4pm and expect to have Food Stamps within an hour. It's not going to happen. We're human, and we can only do so much in limited time. Our phrase to live by is "Your lack of planning does not constitute an emergency on my part."

As for the "lasting dislike" part... I understand frustration. I know that no one WANTS to be in the welfare office. In fact I do everything I can to make the process more bearable. I poke fun of our forms and bureaucracy, I explain and explain and explain 15 times a day what rules we have to follow, so people understand that I want to help, but have to follow the law. I try to be a genuinely nice person, and an empathetic ear to listen and help evaluate your needs and how I can help. But when people scream and me, and then threaten to be waiting for me in the parking lot when I get off work, I'm not going to want to help them. I will... It's my job. But I'll put a note on your case that you threatened a worker and then have the case reassigned as soon as possible to someone else, because I'm literally afraid to talk to you again.

On the opposite side, the people who patient and respectful? I'll spend 3 hours with you explaining all the options, even putting off my lunch or breaks until I've helped. I'll come home and spent hours looking up resources for people with specific needs (e.g. autism services in the metro area that are available by public transportation and have low-income service models). I'll drive out of my way after work to make sure you get a form you need to take to the doctor's tomorrow.

So, when a church group calls up and asks for a list of families we think could use a surprise Christmas basket with food and toys, guess which names pop into our minds.

I can spout off the name of every client who has ever taken the time to write a note to my supervisor commending me for doing a good job (that would be 2 out of about 1100 clients in the last 2 years). Because it means something to me. That goes in my record and comes up when I apply for promotion or when I get my yearly performance evaluation. Your complaints don't.

You definitely do catch more flies with honey, and while we will service your case regardless of your attitude. You are fare more likely to receive friendly personalized service with a smile when you're smiling back.

I think he contacted his PA State Rep for help with this - found with zip code here - [www.legis.state.pa.us]

There are staff members in local Congressional District offices that are sometimes helpful - but not usually with state services like Unemployment.

But Congresspeople have been eagerly taking complaints about Mortgage problems and Credit Card Issuer abuses.

On the whole, government employers are spoiled, unaccountable, self-important, over-compensated leeches.

@cmdrsass: oh and incompetent.

Actually, I contacted my state rep with a Google search of "State representative, (my city), Pa." And a list came up with an accompanying map.

Since I had gotten up at 7am to call the UC center as soon as they opened, (and called for an hour straight), I was up before the rep got in for the day. I e-mailed him and he e-mailed me back. Then at 9am one of his assistants called me.

Also I wanted to mention that this is a lame duck rep too. He's leaving office, to be replaced by the next guy we voted for around here. But he was still happy to help and very responsive.

Hopefully I won't need help like this again any time soon.

Oh yeah...

Signed,
- Aaron

:)

@cmdrsass: Well said! And AIG, Circuit City, Wal-Mart, and the high-level executives of the automakers are paragons of thrift and good planning!

I can tell you that in Florida, where I live, there are two numbers to call. The first, the one everyone gives you to call, is completely automated with no way to talk to a rep if you wanted to. The second, I only got because I dialed the first number in front of the unemployment lady, to show her how it always busy. Now, this second, magical number will not connect you to anyone who can help your specific problem. They only answer the phone and set up a return call. If this were BestBuy, I'd hang up and not waste breath, but every single time I've set up a callback with them they have returned my call within 4 hours. Not too bad, I'd say. So if you live in the state of Florida, here's the two numbers:
Normal Line [automated]
800.204.2418
"Magic" Line [NOT toll-free]
850.245.7105

Happy job-hunting!

I posted on the other thread about the "joys" of contacting unemployment.
Well this morning I got up stupidly early and had the # on speed dial.

I finally got through !
yay!

@varro: Someone should explain to cmdrsass that we are the employers of gov't employees, and he just called himself (and us: thanks, tiger!) spoiled, unaccountable, self-important...
I would, but I'm too incompetent to click the correct Reply icon.

My aunt who had cut off her internet and her cable tv in favor of over the air digital TV due to the rising cost of her gas and electric bill (you can't realisticly cut off the electricity and she has a gas stove and a gas clothes dryer), can't get through here in Baltimore County, MD either. They need to add extra phone lines. We don't need the same problem that we have with American Idol phone voting with calling unemployment offices during these tough times.
Ben

@davebg5: the difference from what they said and what you said is this: they are referring to the employees you would deal with, rather than the people that designed the system itself. so don't blame them. it's like walking into a store and getting mad at the cashier for some company policy, to which they had no say or no control. and like they said, it's the manager that makes it happen differently from the system, not the employee you get that answers the phones or you talk to when you go to the office.

that is why.

if you feel strongly about it, talk to your local state rep while you're talking to them about speeding it up, and find out who is in charge of the system and then spread the word to try and get things changed. or help your fellow americans and just do it out of the good of your heart if you're not unemployed.

on that note, usually a huge change involves lots of money that they obviously don't have, as there is a freeze on hiring. so in a time like this, there would need to be a tax increase to increase budgets of state departments, and people don't want their taxes raised...but they also don't want an out-of-date system.

@bohemian: Unfortunately not every state has kept those local agencies in place. My fiance got laid off from his job and has been having difficulty getting his unemployment processed via phone or internet. We did our research and there is NO unemployment office in our area! It was closed some time in the 90's.

@jimmydeweasel: Ok, another troll in here!

@cmdrsass: Spoiled? How many times you are threatened by an angry idiot, that ''he'll wait for you in the parking/kill/make you regret living''.

I sympathies with everyone, who has to face crazy people in their line of job.

... You do sound incompetent, spoiled and unaccountable cmdrass, or even a better definition to you: a troll!

Ditto in RI -- can't get through those busy phone lines.

We've gone through this three times since summer 2007, sadly. Now we're able to apply for another extension. (The last one ran out several months ago.) Crossing fingers.

@undefined: @cmdrsass: srsly? I work in social services, I have a $150,000 education and I make $25k a year. I could move back to the private sector (left a corporate job and took a HUGE pay cut) and make more, but out of principal (and because I can afford to) I choose to stay in a gov't job that while TOTALLY FRUSTRATING, allows me to help children and families that need as much help as they can get. I may not make a lot of money, but I earn my livihood helping abused children, and I place value on the satisfaction I earn from my job... something I didn't have at my last place of employment.

@HooFoot: Aaron didn't get far enough to fall into either of those categories.

@Trai_Dep: You sound like my Government professor :P

I work for the State of Ohio's Dept. Of Job's and Family Services. We're getting cut just like everyone else. We've had our own share of layoffs. In the past few years we've had to deal with having our Employment Services and Human Services merged into one agency, reducing personnel in 2000. We gave up any pay increases for two years back in 2002 while at the same time watching local offices being consolidated into regional phone centers, all to save money. And here we are again, closing regional unemployment call centers to reduce costs. We are being told that we just don't have the money and we're just going to have to our best with a reduced staff. Now I work on the IT end of things but I can see the struggles of everyone in the agency. We want to take care of people, we don't want people to get a busy signal, but when you have a reduced staff there are only so many calls that can be answered. Trust me most of us out there work hard to take care of people. I get so tired of being told how lazy all government workers are since we don't have to worry about losing our jobs. Well I've watched quite a few people I know either lose their job or have to take a lower paying position. And it looks like we're going to lose some more. I'm not saying that there aren't some bad ones out there, just like in any job, but please remember we're getting hit hard just like everyone else. Try and remember that we're people with feelings too.

Georgia still has an idiotic system where you must physically come into an unemployment office, register for a 15 minute "class" that amounts to no more than them handing out some pamphlets detailing how unemployment works and some forms to fill out. Here's the kicker, after they finish the Q&A, you don't turn in the forms (unless you want to sign up for a couple of optional programs) but rather take them with you into another room filled with a bank of computers, where you transfer the data into the online system!!

So you get to waste literally half the day (probably worse today) waiting to take this "class" and fill out an online form instead of allowing anyone with half a brain to do this at home. Only government.

@davebg5: Actually Dave, it IS your fault that the system is broken. This is a democracy and you, as a voter, are ultimately responsible for the failures and success of your government. As am I. It's OK to refuse to raise taxes to fund the full staffing of government agencies but remember the end-result of short staffing.

@Meltdown: @cmdrsass: I have to agree at least in regard to the workers at the local social services office here in Elizabeth, NJ.

Also try going there between the hours of 12-1, the ENTIRE office closes for lunch

@Meltdown: I know at the local social services office the have friendly police officers who will gladly give you a place to stay and food to eat in a government facility if you even so much as hint at threatening a worker.