The State Worker with Jon Ortiz blog logo

Chronicling civil-service life for California state workers

Genevieve Ross / Associated Press

Assemblyman Henry Perea, chair of the Insurance Committee, listens to testimony during an oversight hearing at the Capitol concerning problems in the Employment Development Department on Nov. 6, 2013.

Assembly chairman sets deadlines for Employment Development Department to shape up

Published: Friday, Nov. 8, 2013 - 4:21 pm

As a followup to a hearing into delayed unemployment benefits that affected nearly 150,000 Californians, Assemblyman Henry T. Perea, D-Fresno, issued a five-point letter Friday morning to the chief deputy director of the Employment Development Department that sets goals and deadlines for improving how the state handles jobless claims and interacts with the public.

Among the commonsense improvements: Better call center access, more information in more languages on EDD’s self-service website and better written explanations to claimants when there’s a problem with their claims instead of simply telling them to call EDD.

“The ongoing inability of the EDD call centers to respond to inquiries is perhaps the most frustrating aspect of the UI program for claimants,” Perea said wrote to EDD’s Sharon Hilliard. “When EDD experiences major events or systems problems (as it has in recent weeks) claimant access to call centers goes from bad to impossible.”

Perea chairs the Assembly Insurance Committee, which heard horror stories Wednesday from unemployed residents whose payments were delayed and from EDD staff who were overwhelmed with work after a computer-system conversion over the Labor Day weekend threw benefits payments off-track. Hilliard said during the hearing that the problems have been addressed.

An EDD email sent to The State Worker this afternoon contained this statement attributed to Hilliard:

“As expressed in the hearing, the EDD is very committed to providing the best customer service possible within our limited resources. We have already established work teams to review the Assembly Insurance Committee’s recommendations. These teams will be analyzing the policies mentioned and determining what actions, resources, and costs would be involved in implementing any such enhancements or changes. The results of such analysis will be included in our responses to the committee.”

Share your thoughts on the EDD snafu and Perea’s letter on The State Worker community Facebook page.

Assemblyman Henry Perea's Nov. 8 letter to EDD Deputy Director Sharon Hilliard

Editor’s note: This story was changed on Nov. 8 at 4:20 p.m. to include the EDD’s response to Perea’s letter.



About The State Worker

Jon Ortiz The Author

Jon Ortiz launched The State Worker blog and a companion column in 2008 to cover state government from the perspective of California government employees. Every day he filters the news through a single question: "What does this mean for state workers?" Join Ortiz for updates and debate on state pay, benefits, pensions, contracts and jobs. Contact him at (916) 321-1043 and at jortiz@sacbee.com.

FOLLOW US ON FACEBOOK

The State Worker Archives

Note: The State Worker blog switched blog platforms in October 2013. All posts after the switch are found here. Older posts are available using the list below.


Sacramento Bee Job listing powered by Careerbuilder.com
Quick Job Search
Sacramento Bee Jobs »
Buy
Used Cars
Dealer and private-party ads
Make:

Model:

Price Range:
to
Search within:
miles of ZIP

Advanced Search | 1982 & Older

TODAY'S CIRCULARS