Oregon unemployment claimants report long phone hold times 2 weeks after new site launch

Ariel Salk
·2 min read

PORTLAND, Ore. (KOIN) — People are actively using the Oregon Employment Department’s new unemployment insurance (UI) benefits website after it launched earlier this month. However, some are still having issues with the claim process when it comes to speaking with OED representatives over the phone.

Frances Online, the site that went live on March 4, was designed by OED to make UI filing easier for people. While many say it is pretty user-friendly, some hit a snag when they call their helpline (877-345-3484) and can’t get through.

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Some have reported waiting for hours on hold — only for the call to get dropped — or it won’t go through at all.

“I called the unemployment line, which was the only full number you can find, and it was a three-and-a-half hour wait. I don’t know who can sit online for three-and-a-half hours,” LeOnna Small, a UI claimant, told KOIN 6 News.

OED said they were prepared for an increase in calls after Frances Online launched. They even hired 40 temporary employees to elevate the burden. They said they are waiting on the State of Oregon for more funds to help with their staffing issues. However, that could still be months away.

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“The bottom line is that we are committed to getting the calls answered as quickly as we can so that people don’t have to wait long,” said David Gerstenfeld, the director of OED.

According to OED, more long-term funding that will furnish about 72 positions is on the way thanks to the Oregon legislature’s passage of HB4035. While someone of those positions have been temporarily filled, OED said they anticipate being able to hire more people beyond the temporary staff in place.

KOIN 6 News even tried calling the helpline and instantly got a busy signal and couldn’t get through. OED is encouraging people to try and find solutions online to lessen the number of calls.

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