A test run of reducing the hours of when state residents could call and speak to a state employee about how to apply or check on the status of unemployment benefits isn’t changing anytime soon. 

Washington Employment Security Department (ESD) officials said a 90-day pilot of cutting back on hours when staff would take calls about unemployment benefits has shown promising results of getting benefits to applicants faster and will continue to limit call center hours through June 30. 

“We’re pleased with the progress we’re making, especially seeing an increase in customers receiving their benefit payments faster,” said Commissioner Cami Feek in a statement. “In previous years, we’d either add more staff or approve overtime to handle the increased demand, but with budget concerns, we aren’t able to do that. This was a staff-driven approach to help solve a growing issue.” 

The call center will continue to operate at its normal 8 a.m. to 4 p.m. hours on Mondays, Wednesdays and Fridays. On Tuesdays and Thursdays, customer service representatives will only take calls from 8 a.m. to noon. 

ESD launched the pilot last fall, when claims for unemployment historically increase as seasonal industries wind down and lay off workers. However, ongoing claims at the time were 20% higher than at the same time last year due to more layoffs as well as the month-and-a-half-long federal government shutdown. 

Data from the pilot shows that while the call center handled more calls on non-holiday weeks throughout that period, staff tasks such as processing claims increased by 37%.  

“We see real opportunity and room for improvement with this approach,” said JR Richards, director of Insurance Services at Employment Security, in a statement. “Our focus is serving more customers. We understand the pressures of losing a job and needing that benefits check to pay bills and buy groceries. We’ll continue to work with our staff to examine all options to pay people more quickly.”