Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
ESD reports modest call-center improvements but says 130‑FTE gap remains
Summary
The Employment Security Department reported year‑over‑year improvements in several UI call‑center metrics but said funding limits leave a roughly 130 full‑time‑equivalent staffing gap needed to meet service goals.
Brian Levy, deputy director for insurance services at the Employment Security Department, told the agency’s oversight committee that the UI claims center has made measurable performance gains this year but still falls short of its service goals.
"The goal is 80% within 20 minutes," Levy said, "we are not hitting that mark, but we did see a year‑over‑year increase of 5%." He also said average wait‑to‑answer improved by about six minutes and timely first payment performance rose roughly 5% year over year.
The presentation highlighted…
Already have an account? Log in
Subscribe to keep reading
Unlock the rest of this article — and every article on Citizen Portal.
- Unlimited articles
- AI-powered breakdowns of topics, speakers, decisions, and budgets
- Instant alerts when your location has a new meeting
- Follow topics and more locations
- 1,000 AI Insights / month, plus AI Chat
