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Diane Publishing Books
Unemployment Insurance: Statesäó» Customer Service Challenges and DOLäó»s Related Assistance
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Cindy S. Brown Barnes (au)
Unemployment insurance (UI) benefits are a critical source of income for millions of unemployed Americans. Overseen federally by the Department of Labor (DOL) and administered by states, the UI program requested $32.5 billion in benefits in FY 2015 for approximately 7 million UI claims. During the 2007-2009 recession, states faced challenges processing record numbers of claims and questions were raised about the quality of customer service. This report examined (1) customer service challenges, if any, recent UI claimants have faced and the extent to which states collect information on claimantsäó» challenges; (2) any challenges states have faced providing customer service to claimants, and any improvements they have made; and (3) the extent to which DOL monitors statesäó» customer service efforts and provides assistance to help them make improvements. Tables and figures. This is a print on demand report.
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