Senator Eliot Shapleigh - El Paso, Texas

Marvin Chosky was confused by a letter he got from the state about his unemployment benefits and wanted to talk to someone at the Texas Workforce Commission.

So he got on the phone and called — and called — and called.

Instead of a knowledgeable person, Chosky, of Bedford, said he got a frustrating maze of busy signals and automated messages. An e-mail he sent went unreturned, he said. "I could not talk to a human. I couldn’t get anyone to answer my question."

Paid unemployment claims in Texas have more than doubled since 2008, and commission officials say the surge has led to an "unprecedented volume" of people contacting the agency.

As a result, some out-of-work Texans say they can’t get their questions answered or resolve issues with their unemployment insurance.

The commission, which has lost federal funding for staff in recent years, has added hundreds of workers and phone lines to call centers, but officials acknowledge that they can’t answer every call.

"We are very aware of the challenges some people are facing when they try to get through, and that is why we are not penalizing anyone for delays in their filings," said Ann Hatchitt, a commission spokeswoman. "We’re hiring and training folks as fast as we can."

Officials are encouraging more claimants to file for claims on the commission Web site, www.twc.state.tx.us, which also has answers to commonly asked questions. The percentage of claims filed online has risen recently from about 30 to 50.

Influx and cuts

The influx started in July, during the first federal extension of unemployment benefits. And it came when the number of full-time equivalent positions at the commission dipped to a four-year low of 2,787 from 3,342 in fiscal 2005.

Since 2005, the commission has regularly been below its state authorized cap for positions, according to an assessment by the Texas Legislative Budget Board. In fiscal 2007, for example, the commission was about 425 positions below its cap.

The commission, which receives 92 percent of its funding from federal agencies, has received less than expected and couldn’t fill all the positions, Hatchitt said.

"The cuts in the Workforce funding were hard to anticipate," Hatchitt said. "Fortunately, at the same time there have been improvements in technology that have given our staff more tools to work with."

Turnover also contributed to the position shortage, according to the assessment.

Some claimants said their frustration is worst when they have questions about claims.

Chosky said the letter he received from the commission in April stated that his benefits were extended because of the stimulus package. However, days later, he got a letter saying his weekly benefits were "zero."

Unable to get an explanation by telephone or e-mail, he said, he applied for the extended benefits. He got his benefit check a short time later, but he wondered whether everyone was so fortunate.

"I wonder how many other people got the same letter, thought they weren’t getting benefits and didn’t apply," he said. "Especially if they couldn’t get through to anyone who could tell them."

Jay Arrington, who lost his job May 15, said he filed for benefits early the next week. His claim was still pending June 8 so he tried calling the North Richland Hills Workforce center. He said he got busy signals 10 times before an automated recording told him the commission could not handle his call.

He sent the commission a respectful but frustrated e-mail that was answered three days later with a message saying it may take five to six weeks for him to find out whether he would get benefits.

On June 18, he got a call from an agent investigating his claim.

"It’s frustrating when you have bills that are due and you have a real hard time getting anyone to tell you what is happening," he said. "I don’t think it’s any person’s fault — they’re flooded. It’s just a sign of the times we are in."

Larry Woodward, 51, of Fort Worth said he made a mistake when he filed for an extension in April. He said he tried to refile through the automated system but, after he had entered his Social Security number and PIN, the system told him he had already filed a claim.

"I’ve called six times — it’s busy, busy, busy," he said. "I just need someone to tell me how to fix it."

'Up and running’

Commission officials say they have taken steps to open the lines of communication.

Since July, they have boosted the number of customer service representatives at statewide call centers from 600 to 910. Officials requested additional federal funding to meet Texas’ need.

They have also added 560 phone lines for a total of 2,745. Call centers hours, previously 8 a.m. to 5 p.m., are now 7 a.m. to 7 p.m. Call centers are also now open weekends from 9 a.m. to 1 p.m. The best time to call, officials said, is after 2 p.m. Thursdays and Fridays.

The commission plans to open a 200-employee call center in August.

"In some states, the phone lines are crashing," Hatchitt said. "We’re up and running."

New staff members must be trained to give claimants correct information and file the claims properly, she said. The commission is telling customer service representatives to take as much time as they need to answer claimants’ questions, in part to avoid callbacks.

"These workers are doing a tremendous job," Hatchitt said. "They are deeply concerned about people losing their jobs. They are working as fast as they can."