Those calling the state to check on their unemployment benefits or ask questions now have a smaller window to connect with a customer service representative. 

The state’s Employment Security Department (ESD) has implemented a 90-day pilot where staff in its unemployment benefits office will be fully focused on processing a growing backlog of unemployment claims Tuesday and Thursday afternoons, meaning they won’t be taking calls, according to a release. 

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. 

“We’re trying to move the needle and get people paid more quickly with the resources we have,” said Employment Security Commissioner Cami Feek in a statement. “We don’t have the budget for overtime or additional hires. We are constantly looking for ways to more efficiently process claims and believe this change will help decrease our growing backlog of outstanding claims.” 

October is the typical beginning of when unemployment claims increase in Washington, as seasonal workers are temporarily laid off. However, ongoing claims are 20% higher than at this time last year due to more layoffs as well as the federal government shutdown. 

ESD says that it will increase the number of staff answering phones on Tuesday and Thursday mornings to help address call loads, but freeing up afternoons for staff to conduct other necessary work processing claims is crucial. 

“Giving people focused time to work on claims on Tuesday and Thursday afternoons allows them to do more follow-up and customer outreach to resolve questions or issues that may delay paying benefits,” said JR Richards, director of Employment Security’s Insurance Services Division, in a statement.