May 27, 2020 10:45 a.m.
The Director of the Oregon Employment Department addressed the processing of claims in the state during the COVID-19 pandemic.
Kay Erickson said Oregon is facing unprecedented unemployment and hundreds of thousands of families are counting on unemployment benefits to pay for their basic needs. Erickson said the OED has paid a record number of Oregonians within two to three weeks but for many people, claims are in a backlog. Erickson said she knows how frustrating it has been for those trying to reach the department who have been unable to get through. She said that is why the OED is launching Project Focus 100.
The release said the goal is to process 100 percent of the 38,000 claims backlogged as quickly as possible and “get Oregonians the relief they need”. The release said strategies will include:
*Continue surge hiring: The department has increased by six times the number of people processing claims as were in place before COVID-19 closures began. The department will continue to hire and train new employees to ensure every Oregonian gets the benefits they are owed in a timely fashion.
*Further focus the experienced professionals on the oldest and most complex claims: For two weeks, the department will increase outbound calls to resolve claims for those that have been waiting the longest. They will also temporarily reassign job center employees to take incoming calls to help resolve questions, in all languages.
*Increase proactive contact and communication: Pre-recorded phone messages and emails will confirm where claims are in the system and to help resolve problems.
*Use technology to close gaps and improve service: Strategies have been identified to move claims out of processing traps that can hang them up. Doing so has already moved thousands of claims through processing.
Erikson said OED will continue to be transparent about where the department is and regarding progress towards its goals.
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