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UI Benefit Call Centers Return to Weekday Operating Hours in April
With upgraded systems in place, Saturday hours no longer needed

For immediate release
March 31, 2010

WETHERSFIELD - Beginning in April, the Connecticut Department of Labor’s customer service Call Centers will return to a Monday through Friday schedule. Since January, the two centers have been staffed on Saturdays to provide claimants an additional day of assistance with filing unemployment benefits. Additionally, beginning the week of April 5, weekday Call Center hours will be adjusted slightly – 7:30 a.m. to 6 p.m. on Mondays (the busiest day) and 7:30 a.m. to 5 p.m. Tuesday through Friday.

“Working with the Governor’s office, the Department of Information Technology and our vendors, five servers were added to the UI computer system, along with more telephone lines and staff,” noted Acting Commissioner Linda Agnew. “As a result, we are now handling nearly 5,000 more calls a week, yet the wait time has been significantly reduced.”

Agnew noted that when claimants were having trouble connecting to either of the filing systems earlier this year, staff was handling more than 2,000 calls on a Saturday. However, with the recent improvements, claimants are able to file during the week with the majority no longer utilizing the Saturday hours.
 
”This past week the agency processed more than 170,000 unemployment claims with 70 percent of those being filed on a Sunday,” noted Agnew. “The upgrades now allow individuals to file online or call in a claim without the frustration they faced earlier this year. The agency has received positive feedback about the improvements and we are proud of the fact that our complaints have turned into compliments.”

Agnew noted that the agency was extremely grateful for the assistance it received from DOIT, its vendors and Governor Rell’s office. “Their dedication and expertise, and the teamwork shown by all involved was key to providing a solution to those individuals who are unemployed and struggling with the challenges of finding new jobs and supporting their families.”

Agnew added that the agency will monitor claim volume and can adjust hours accordingly, if needed, to ensure claimants will continue to experience minimum wait times.

Media contact: Nancy Steffens (860) 263-6535


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