Viewers respond to unemployment logjam

News 13 viewers have responded to the call for input about the ongoing crisis with the state's unemployment benefits hotline. Full Story
Marie - Albuquerque

Belen, NM

#1 Jan 13, 2009
Honestly- I haven't had the issue of not getting through at all. I just press redial until I get through. When I called on Monday I pressed redial maybe 20+ times and finally got to be put on hold for nearly an hour. It is a serious pain in the butt to call on Sunday and file your weekly claim- so I've started going online on sundays to do it and have had NO problems. However I totally sympathize with folks who don't wanna be put on hold for an hour or hit redial a million times!

“Get Drunk; Find a Gun.”

Since: Oct 08

Pripyat, Ukraine

#2 Jan 13, 2009
The new mexico department of labor is a joke - My company has done contract with them before, as a result any future work we do with them will cost 4-5x the amount we'd normally charge - simply because of how it's run.
diane

Los Lunas, NM

#3 Jan 13, 2009
My fiance stood in line at unemployment for 2 days straight only to be told to call or use the website. We have been trying to apply for unemployment for 3 weeks now. The phone lines are riduculous and the website is down or clogged every time we try.
Karen

Albuquerque, NM

#4 Jan 13, 2009
Sad performance---they are even being rude to the employers calling in. What should be done is open this call center 24/7. We need to take care of people, not blow them off because we have to do our job. I had to tell the guy that I got on the phone that it would be nice to talk with someone that wants to earn their paycheck. Simply unacceptable. If they take and utilize the 24/7 suggestion, they not only will be employing people(which is the issue currently), they will be treating the folks that pay the taxes that facilitate their employment at the call center with greater respect. Unemployment is something that is paid into a fund and if these folks have been laid off, they are legally entitled to apply and receive. When people don't have money, this is their only resource. Lets not kick a person when they are down.
Jackie in Artesia

Las Cruces, NM

#5 Jan 13, 2009
Thank god I am back to work now. The workforce Solutions phone lines have been a problem for a long
time. When I was on employement I always had trouble getting on either the web site or by phone. I stayed
on the phone for a hole day calling every 5 min and never got through. Their phone systems and web site
problems aren't new. although they have more volume now, they should have seen it comming.
Shannon

United States

#6 Jan 13, 2009
I was let go from a job in February 2008. The NMWFS had the same issues then so to blame the recent hike in layoffs is an outright fib. The problem is classic New Mexico. I with NM Governments (State and City) would heed the advice that, "If you're not being Pro-Active, you're always going to be Re-Active."
Mark

United States

#7 Jan 13, 2009
I went throught the back door. I started looking for email addresses of employees of the DOL and started emailing them. Ah, at last, one of them called me and put me right through to the call center. Where there's a will, there is a way.

I have to agree with Shannon above: If you're not Proactive, you'll always be Reactive. Good advice.

Since: Jan 09

Silver City, NM

#8 Jan 13, 2009
Below are comments I submitted in another post:

I am unemployed, have been certifying weekly via the NMDOL web page, been drawing checks, but for some reason, after certifying for the week ending 01/03/09, it gave me a message to call the U/I call center. I have been trying since 6:59 AM today and keep getting "Due to high call volume" recording. I stopped at 5:30 PM. This is ridiculous. The recording tells people to call later or go to the website. I've been certifying on the website, but need to talk to the call center because they need more "information." You would figure they would at least have a way to contact them via e-mail, have some of their supervisors help with the call volume, or open a "walk-in" help desk. I finally had to call another NMDWS number to see if I can request 2 or 3 phone numbers of supervisors there. Got a call back 4 days later from one of the supervisors indicating to me as to what "more information" they needed....whew, frustrating.......
Nancy

Santa Fe, NM

#9 Jan 13, 2009
Can someone negotiate with Qwest to have all calls to the one phone number we are given for filing claims (which is a toll call for many of us) declared local for all of NM (or something similar, like toll-free lines) so that we also do not deal with the frustration of increased phone bills for tens to hundreds of calls that can't even get through? That will very slightly reduce our pain of unemployment.
sick of no real solutions

Kailua Kona, HI

#10 Jan 13, 2009
All these problems people have been describing is the result of poor system design and management. It's the trickle down effect. If somebody got through on the first call and reports glowingly here, take that as a miniscule percentage of callers. I called nonstop one entire day. The next day I called first thing in the morning and was 81 in the queue. Oozed up the line after over an hour of waiting was number 3 in queue, before disconnected. The`2 operators I eventually did speak with were not helpful to my situation, the first one performed only have the job requiring me to get back in touch and they each provided conflicting information. One was more than a little rude with me. So these employees do NOT do a great job from my experience. And that's likely because the people above them in the system do not perform adequately.

I never got through the call line and could not file a claim online. After three weeks, I was able to receive a call back from the dept that I was forced to initiate in a round about way.

There should be an investigation a real investigation of this department. There's no reason on earth we should have to surmount the hurdle they in their ineptitude have set in place. Neither should we have to resort to "the trick is" phone tricks to get in the system.

By real investigation, well I hope somebody knows what I mean by that.

Get the system working properly and now.
Be able to provide information on extensions.

Governor Richardson appointed the person to head this department ... if things aren't working as they should, whose fault really is it? The people who are trying to call in? We're being punished and penalized for that department's ineptitude and casual regard for the public and the people they're paid to provide services for. This is governmental hypocrisy at its blatant worst. Look at it this way: They are feeding at the public trough and setting up obstacles so they don't have to pay out the benefits we are entitled to.
Jeannine in Tijeras

Albuquerque, NM

#11 Jan 14, 2009
My husband owns a small company that had 3 employees. We knew that we would need to close the company down within a few months (Oct.) so I tried to contact Workforce Solutions to determine what this meant to both our employees and our company. I called for days, in April and May but no one ever answered the phone. A few times I reached a message center but no one returned my calls. I sent two letters 2 months apart but again, no response.
I'm saying this is NOT a new situation. It was lousy at the beginning of 2008 and perhaps before. There was no one I contacted who wanted to hear of the problems or wanted to help. We've closed the company down now and one of our guys is not receiving help. SAD

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