New Hours of Operation for the Division of Unemployment Insurance Claim Centers
BALTIMORE, MD (July 11, 2016) – In an effort to foster improvements to the customer experience, the Maryland Department of Labor's Division of Unemployment Insurance will be shifting the focus to devote more time to providing one on one service to Marylanders. This will allow staff the opportunity to provide additional attention to complex cases. The shift is a part of a renewed focus on a strong service culture within the agency.
As an extension of the Division's customer service efforts, citizens can access unemployment insurance services online at www.mdunemployment.com 24 hours a day, seven days a week. The website offers a quick and easy option to access unemployment insurance services. Customers can benefit from various services online including the ability to file a claim for unemployment benefits or file weekly claim certifications, obtain payment information, find answers to frequently asked questions and obtain information about all areas of unemployment insurance.
To support the new focus, the Division of Unemployment Insurance Claim Centers will be aligning the hours of operation to better support customer needs. Beginning Monday, August 1, 2016, service representatives will be available to assist with claims information and questions via phone every Monday through Friday from 8:00 a.m. until 2:00 p.m. EST excluding State holidays. Specialists will be able to provide individual, uninterrupted service to complex cases during the afternoon hours of 2:00 p.m.- 4:00 p.m.
“In line with improving overall customer service efforts, we are utilizing our web services to improve efficiency, security and quality of service by providing real-time solutions and eliminating customer wait time,” said Maryland Labor Secretary Kelly M. Schulz. “The adjusted hours will offer additional staff time to manage complex cases ensuring a more expedient resolution process.”
The Claim Center hours will be modified from the current time of 8:00 a.m. – 4:00 p.m. Monday through Friday. Throughout the country other states such as California, Rhode Island and Alaska have reduced phone hours to improve efficiency and quality of service.
The Maryland Department of Labor, Licensing and Regulation (DLLR) is committed to safeguarding and protecting Marylanders. We're proud to support the economic stability of the state by providing businesses, the workforce, and the consuming public with high-quality, customer-focused regulatory, employment, and training services. For updates and information, follow DLLR on Twitter (@MD_DLLR), Facebook and visit our website.