Beginning the week of March 15, the number of initial claims skyrocketed. It peaked the week of March 22 with 116,129 initial claims filed and was half that by the week of April 5. The DWD call centers received 1.4 million calls the week of March 22 and almost 6 million calls the week of April 12. All told, there were 41.1 million calls made to the DWD call centers between March 15 and June 30. Of those, 93.3% were blocked or received a busy signal; 6.2% of callers got through but hung up before being answered; and only 0.5% of calls were answered.
The DWD woefully underreported the extent of the problem to the Joint Legislative Audit Committee. The DWD reported the number of calls blocked, abandoned, and answered. The calls it reported as “blocked” were calls that reached the system and the caller was told to call later and disconnected. They did not report the number of callers who just received a busy signal. In doing so, the DWD failed to report 75% of the calls that were unable to reach the call centers.
When challenges arise, leaders rise. Unfortunately, there were not any to be found at the DWD or in the governor’s mansion.
It is important to follow the dates…
If Wisconsin had a competent governor with a competent administration, they would have anticipated the rush of Wisconsinites seeking to file unemployment claims when they effectively shut down the state’s economy. They would have aggressively worked to expand the capacity of the DWD UI staff, expanded hours, worked overtime, accelerated outsourcing, and done everything possible to serve Wisconsinites who were forced out of work due to government action. Instead, the governor, DWD secretary, and agency bureaucrats plodded along at government speed while unemployed Wisconsinites waited and worried.
Governor Evers forced his DWD secretary to resign as the administration’s scapegoat, but he should take a hard look in the mirror and ask why his administration failed precisely when so many Wisconsinites needed it most.
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