Busy Signal
by
It sucks to lose your job.
Everything about it is harsh.
I hate the ink stains left on your fingertips while thumbing through the want ads.
I hate the depression that can envelope you while Christmas commercials of better, happier times air all day long.
Time slows to a crawl while the bills pile up on the coffee table.
Then there’s the phone calls from the creditors who don’t care how down on your luck you are.
It’s a bitter sour taste that is hard to cleanse from your palate.
Add to all of it the thought that nobody out there gives a damn.
That’s the way Michael Sallee feels.
He lost his job right before Thanksgiving.
The Auto Parts salesman says he has spent every moment since then, looking for work, and dialing the Tennessee Department of Labor over and over and over again, trying to file for unemployment insurance.
His tiny Goodlettsville apartment is filled with the drone of a busy signal as he calls the department at my request.
One call. Busy. Hang up. A 2nd call. Busy. Hang up. A 3rd call. Busy. Hang up. And so it goes for 19 straight calls, before he gets through.
Sadly, he only gets a recording that he has heard before. It drones on about this and that and that and this. The 50 year old tells me the call is so long it sucks his cell phone minutes. The husband and father tells me that he leaves a message, but so far nobody on planet earth has called him back.
“Is this the first time you are out of work,” I ask the good natured man.
“Yes,” he laughs. “In 30 years. Yes.”
“What was it like?”
“It was not good, you don’t know where the next check is coming bill coming in. and no income.”
He tells me that his stress is compounded with every busy signal from the department of labor and workforce development hot line.
“You call the number. You get this big long recording and press the numbers and then you get this message, a recording that says because of all these calls they can’t take your call right then, so you have to hang up and try again. it is very frustrating. i just want to know if I can or cannot get unemployment. That would relieve a lot of stress so I can get out here and find a job, and I am trying to do both.”
Loading …
I hear this complaint from scores of viewers. The frustration with the state jumps from their emails.
I call Don Ingram, Administrator for the Employment Security Division for the state of Tennessee.
Ingram meets with me at the call center where almost every cubicle is filled with a state worker taking call after call.
Ingram tells me that the influx of calls has been overwhelming. He describes it like trying to drink from an open fire hydrant.
“The volume is staggering. We have jumped from 45,000 claims this November, compared to 25,000 last November.”
The fiscal year for the state begins in July. So in the first 4 months of this year, Ingram tells me that the number of people filing for unemployment has jumped from 279,492 in 2007 to a whopping, almost unbelievable 395,461 in the first four months of 2008. That is 115,969 more people looking for unemployment than this time last year.
WOW!
“There is no way to build a system to predict for worst case scenarios and this is a worst case scenario,” Ingram says with care in his voice. “This is truly bad. I know your series is that is messed up. We work hard here at the claim center to increase access to our claim center. We are trying to make it better for people to make it quick and convenient. We don’t feel like our process is messed up, but the economy is!”
I tell him about people like Michael Sallee calling his agency over and over and over again.
“We understand people’s frustration. You lose your job and not to be able to get thru, so our goal is to is to make sure people can file a claim quickly and easily in the state.”
He tells me that the state has just added on 50 additional call takers. He tells me that additional 72 phone lines are going on line, which would give the agency 290 across the state. He tells me that citizens will soon be able to do much more on the internet as the I.T. Dept. expands capabilities.
“We also made more paper claims available so people can go into Tennessee career centers and pick up paper claim and file that way,” he says.
“I know there is a perception that these people don’t answer the phones. But they are doing a good job. They have taken a large number of claims. I am really proud of what they do. they work nights and weekends and over time.”
When I tell Michael Sallee about the insane influx of people just like him, he sighs.
“I know, but when you are making 40 or 50 calls, those are calls you are not making for a job. Right now that counterproductive. You spend 2-3 hours trying to get thru to unemployment when that is time you should spend trying to get a job.”
Here are some emails from people who also are frustrated:
From: Bill Gallagher
Sent: Monday, September 22, 2008 2:35 PM
To: That is Messed Up
Subject: Unemployment office does not answer phone — That Is Messed Up contact form
If you call 253-0800 which is the number to file unemployment, you get a recorded message that they are too busy - call back later. I have tried 20 times over the past few days and have never been able to reach any one. Perhaps they should hire a few people… Until I talk with someone, my checks have stopped. Try the number a few times yourself.
Bill Gallagher wrote me back:
Andy,
Thankfully I found a job. I had a situation where I took a three week consulting assignment so I could not use the automated system to re-establish my benefits.. I called the 253-0800 number which I was given to speak with a live person and to get my account opened up again. It took me 31 phone calls from my home phone over the course of 7 work days to get through. I believe I made additional calls from my cell phone but I do not have records of those calls. I missed getting an unemployment check because they did not answer the phone. Thats messed up!! I am now working in Ohio.
Bill Gallagher
more:
From: Peter
Sent: Monday, November 03, 2008 6:25 PM
To: That is Messed Up
Subject: Unemployment Insurance, Davidson County — That Is Messed Up contact formI am a United Airlines worker, a 25 year Nashville resident, but my job is based in Chicago. United just cut 1,500 crew jobs. In every other state, employees report NO problems applying for and receiving Unemployment Insurance. But in Tennessee, you MUST call and apply by telephone, if your job was elsewhere…and the ‘Catch 22′ is that, after over *100* attempted calls to the number provided(253-0800), all you get is a recorded “Call back later, we’re too busy” message. This blocks me from even APPLYING for the Unemployment Insurance I am legally ENTITLED to…since NO PHYSICAL OFFICE EXISTS in Middle Tennessee! And each week that goes by without any application, according to their recorded message, means I will *NOT* be receiving U.I. for that week! When I called another office to ask about this at the dept. of Labor, they said, “Just keep trying. Go through the (four minute) menu each time, and keep hitting “re-dial” for as long as it takes. We took away all the actual offices, as a result of state budget cut backs.” Seems to me, somebody needs to either sue the State of Tennessee, for not providing reasonable access to a legally mandated service, or find a way to OPEN AN UNEMPLOYMENT OFFICE, like every other state in the union!!! Meanwhile…I’m “S.O.L.” and THAT…is “messed up.”
On December 1st 2008, he also wrote me back:
Hi, Andy… I’m not interested in appearing on camera–but I can tell you a bit more information: The phone is the ONLY application option available to those of us who are TN residents, but employed outside the state. You are not allowed to apply any other way, including online, if you fall into this category. You MUST apply through TN Dept of Labor. By telephone. However, over two weeks and 300 tries later, I realized that they simply DO NOT ANSWER THAT PHONE–it’s relegated to a “please call back later” recording, and even getting to that recording takes over four minutes of “menus,” only to have it tell you, essentially, “Sorry, Sucka!” (You could easily determine this yourself, on camera, just by calling…and recording the call!) Alright, so how did I finally get through? Simple: I called the Governor’s office and complained. They promised to have Labor call ME. Within 48 hours, they (TN Dept of Labor) were calling me. But I worry that those without the nerve to do what I did will never, ever get through. And THAT…is messed up. Hope this helped, Andy…
Sincerely, Peter
From: Olivia Daniels
Sent: Thursday, November 06, 2008 1:15 PM
To: That is Messed Up
Subject: Unemployment Office and Social Services — That Is Messed Up contact form
I recently lost my job and went to the Unemployment office to file for for my unemployment benefits They give me a sheet of paper with a phone number highlighted then tell you to start calling it early in the morning so you might get through. Ok Im physically in the office why is it they couldn’t give me an appointment at that time? Well I have been trying to get that appoint by phone for over 3 weeks you reach the Unemployment office then you are put on hold then you get a recording that the call volume is such that they are not taking any more call at that time then they tell you to call back. This is truly MESSSSSSSED UP!!!!!!!!!
From: Heather Fishback
Sent: Saturday, November 08, 2008 1:00 PM
To: That is Messed Up
Subject: Messed up Unemployment — That Is Messed Up contact formMy friend has a story that is truly messed up. He was laid off due to economic cut backs at his job. For 2-3 weeks he tried to call the unemployment office only to receive messages stating that their call volume was too high and to call back later. He finally did get someone and did all the necessary paperwork, interviews, and drug screening. He was informed that he could not back file for the period he could not get through. He did certifications required for two weeks up until he got his next job. He was waiting for the unemployment checks to help with some bills until he got paid from his new employer. They never came. According to the unemployment dept you have to be unemployed and file certifications for 4 weeks before he could receive the unemployment that was due him. He should be the poster child for the way unemployment should work, a person that goes out and works to find a job right away…unfortunately that’s not the way it works.
If you have any questions feel free to contact me, I could get you his information if needed.
Thank you,
Heather Fishback
From: mary
Sent: Sunday, November 23, 2008 10:44 PM
To: That is Messed Up
Subject: state website for certification of unemployment be — That Is Messed Up contact formOK Andy,
This is messed up!!! I have been tyring to certify my unemployment claim for the past 6 plus hours. It is now 10:27 pm on Sunday night. I am supposed to certify on Sunday according to the rules and regulations of the State. However, as of 8 minutes ago, I was not able to do this. I keep getting the same error message over and over again. (Each time I report a message error.)Please be advised that this is not the first week for this crap. I chose to file over the net, but, when my State offers an on-line service I expect it to follow through.
That means I expect to be able at anytime on my certification day, to file my certification and not have to spend my time trying to get a less than desirable amount of money. I have already seen the WKRN story on overload on the phone system at the unemployment division, I DO NOT GIVE A FLYING FIG.
If the State knows because of the nationwide state of affairs, and who does not, that there are people being laid off from their jobs, then you should be prepared for ANY contingency; phone or internet. This is my third (3rd) week to deal with this, and today and night has made me MAD!
It is bad enough that at this time of year, someone is in this position, but to have this much trouble trying to claim a small percentage of your normal income is absolutely sad, sad, sad.
Thank you for any attention you may give to this subject. I am going one last time @ 10:42 to try and certify my claim. I will be at the local office tomorrow morning, if I am not successful.
From: doug
Sent: Monday, December 01, 2008 9:39 AM
To: That is Messed Up
Subject: unemployment office — That Is Messed Up contact formI was laid off from my job 11/22 and have been trying to file for unemployment. I try online & it says I must call. When I call it says “due to high call volume we are unable to take your call”. This has been going on for a week.
Dear Andy: My previous employer terminated my employment without cause on
30 oct 2008. I applied my unemployment claim on 3 Nov 2008. I talked to a
TN unemployment rep in Murfreesboro on 11 Nov 2008. Every time I check my
status on the Internet or call, I’m told that the claim is pending. In the
meantime, bills are still coming in, but the money is not. It looks like
no help is in sight. HELP
Brenda
I have been trying to get thru to the benefits line EVERYDAY FOR OVER A MONTH NOW to no avail. My last day was 10/29 and have been trying to file for unemployment. I try online & it says I must call. When I call it says “due to high call volume we are unable to take your call”. If you call 253-0800 which is the number to file unemployment, you get a recorded message that they are too busy - call back later. Please help because That Is Messed Up!!
Andy,
Thank you for your fair and accurate report! We’re working hard to improve service and I expect great improvement in the very near future. Your report has brought attention and awareness to many people concerning the state of the economy and the numbers of people who are unemployed. I plan to use your coverage in a positive way to help our agency get the necessary resources to improve our system.
Also, we had two employees from the Federal Regional office in town yesterday and they showed us a report that Tennessee was the only state in the Southeastern Region to pass all of our Unemployment Insurance measures last quarter (July thru September). It is encouraging to know that we are a leading performer in every area. Our goal is to also have the quickest and most accessible U.I. system in the nation. We’re working hard to get there!
I also attached a letter from a claimant that was complimentary.
Thanks again,
Don Ingram
Don Ingram
Employment Security Administrator
Tennessee Department of Labor & Workforce Development
E-mail: Donald.Ingram@state.tn.us
Don
I just watched the clip of ‘that’s messed up” on your dept. I among those who have lost my job in lieu of the economy and also had a similar experience as the gentleman interviewed on the news.
I would however like to state that once I was able to get through the line, I was exceptionally satisfied with the customer service level of your staff as well as the quick turn around on distribution of weekly funds.
I am sure your staff speaks with many disgruntled folks during this stressful time, and my experience definitely shows that they are well trained and doing a phenomenal job.
Happy Holidays!
Jaci W
I have been trying to get thru to the benefits line EVERYDAY FOR OVER A
MONTH NOW to no avail. My last day was 10/29 and have been trying to file
for unemployment. I try online & it says I must call. When I call it says
“due to high call volume we are unable to take your call”. If you call
253-0800 which is the number to file unemployment, you get a recorded
message that they are too busy - call back later. Please help because That
Is Messed Up!!
I received a letter telling me that I qualified for unemployment, but when I filed my claim on the internet or on the phone, I was told “the request was not timely.” What does that mean?
I’ll called 253-0800 repeatedly, too. When I get through, I get the message to call back later. This is inexcusable.
I received a letter telling me that I qualified for unemployment, but when I filed my claim on the internet or on the phone, I was told “the request was not timely.” What does that mean?
I called 253-0800 repeatedly, too. When I got through, I got the message to call back later. This is inexcusable.
Andy,
This has been way more than just messed up for a long time. This problem has been going on for much longer. My husband filed for unemployment last year and faced the same problem. (The unemployment rate was much lower.) When he did finally get through the lady was rude, told him he couldn’t file in Tennessee (although we have lived and worked here for 20 years), refused to back date the claim, disconnected him, and more that I won’t detail here. She tried to tell him to file in another state because he worked in another state (briefly) while traveling. He had to go through a supervisor (Don Ingram I believe) to get it straightened out. He was told his claim would be back dated. He ended up with 2 checks for 2 weeks each. Then went back to work. A few months later he received a letter telling him he owed all his unemployment back to the state. What??? Now he’s being told to file an appeal - through the system! Until it’s approved, he cannot file for unemployment here again. Now that’s messed up.
DON’T WORRY THE NEW PRESIDENT WILL TAKE CARE OF EVERYTHING, THE MONEY WILL SOON BE ROLLING IN……
I filed for unemployment for the second time on December 15th through their website……All I got is a confirmation but no response at all. I called that same number AND their 877 number with the same recording that they can’t take my call. They said with my confirmation that they don’t monitor their emails and instead to call the numbers that people are having so much trouble.
This is VERY inexcusable! It seems to me if someone is applying for unemployment or do a weekly certification at their website is being ignored! I don’t know who can I complain about this! This is more than messed up!! This is an embarrassment!
another day waisted tring to get the unemployment office to take my call looks like no check this week ive called 200 times over the last two days with no luck they must have shut down for the hollidays or their all asleep at their desks or mabe sitting there picking their nose.
I have had all the problems with receiving my unemployment, so after all the calls and trying to find someone to help. I chose to email my districts congressman Blackburn. Here is the letter I sent:
“I received a letter of entitlement of the Emergency Unemployment Compensation (EUC) on the 12th of December. The same day I Certified for my weekly benefits of $275.00 that was back dated to the week of November 29th. The problem is as of today December 22, 2008 I have not received any payment and I’m not allowed to certify past November 29th. Which mean to date I’m 4 weeks behind in payments. When I call all of the 3 different phone numbers I can not get a single live person. The only thing I can find out is that I’m certified for the week of November 29th and that no payments have been sent out as of today. What is a person to do when there really is no one to help or even know there is a problem with this, sit around and pray someone will bother to look and see what the problem is and fix it. I even filled out a missing check in hopes someone can see my account is not sending out check or letting me certify for weeks after November 29th. Now I understand that the unemployment office is busy set up everyone’s restatements to (EUC) but my account is already set up and active. I am sure I’m not the only person this I happening too, but in the process of not being able to get a hold of someone and lack of checks received is utterly frustrating. I’m fixing to have my utilities shut off and risk foreclose. For me and my son, 3 weeks of benefit means everything right now just for us to barley keep our heads above water, till I can find work.”
Now as of January, 1st I still have no money in hand and no response from Blackburn. I guess if my email had stated that I was going to give her 5, 10 thousand dollars, she might have read it. However, on 29th the unemployment office reset my weekly certification. I thought wow finally someone looked at this. Sadly no it went back to the same statement of I am certified for the week of November 29th, and still no checks have been received. For me and god knows how many others like me there is no help; no state office, no building, no phone number, and no TV station, we are just left to pray the unemployment office someday answers the phone or mails a check while we lose everything we have spent years working for. And for the lucky few that get that job good for you to be out of the clutches of Tennessee State Unemployment jail. I am not giving up. I will call and email people till my internet and phone are shut off, because I can not pay them. Good luck everyone!
I, too have a lot of trouble getting through to the Unemployment people. Twice when I did get through I was on hold for about 45 minutes when the line suddenly was disconnected. I have been working temp work and am qualified for partial unemployment when I don’t make my Unemployment amount. Even though I would rather speak to someone, I finally filed on line for the week of Thanksgiving. The on line service says I have to call. I feel very sure that it is because they want to make sure that the amount that I said I made includes the amount that I was paid for Thanksgiving. Why don’t they just ask you for the two different amounts instead of making you have to call when you obviously can’t get through anyway? It seems they don’t want to pay you what you are due!
Pretty much in the same boat as Kimberly ,i cannot believe with the amount of taxes that we pay the state cannot get something done .
My claim has been pending for a month now ,with no end in sight.
What are we supposed to do ,where do we sleep,how do we keep warm ,what do we eat ?
This country is called “civilized” ?
Too few have too much,and too many have way too little.
I am going through the same busy signal garbage you speak of. Its rediculous!!! I sent a letter to senator Patty Murray regaurding this matter. All of us in this boat should do the same. Patty Murray’s office address is
The Honorable Patty Murray
915 2nd AVE
Room 2988
Seattle, WA
98174
“The sole purpose of the institution is the unhindered advancement of the individual.” Albert Ienstien
Have to update,
Sent an email to :Don Ingram Sun night after leaving my comments here ,and to my surprise he called me Mon morning
and was very helpful and said he would get my claim moving !!
Checked on the web Tue morn and sure enough they had mailed me a check !!
I was very happy and surprised that someone still cares !!1
Thanks a bunch , Don !!!
Hi,
I am so frustrated I’m in tears. Of coures it has been the same for me, callinh with no luck. But I am in extreme need of help. The only answer I get on the Tipps line is that my claim is pending. What does pending mean? I just want to know if there is something else i need to do to get the money I am entitled to. I am a hard working mom, who also attend school full time. I was working full time and going to school and taking care of my daughter and my life has come crashing down. Now my boyfriend, my daughter’s father, is losing his job. we will be going from making about 32,000 a year which isn’t much when you have a child to begin with……to absolutely nothing. I have had to apply for food stamps which probably won’t start til next month. And what good is food if you don’t have a place to ive or a stove to cook it on. I am terrified we are going to end up on the street. And to top it all off I think I am pregnant. Which is a blessing….but it makes me very sad to imagine bringing a child into this mess. What am I supposed to do? it isn’t my fault the economy is doing so badly. I don’t have any debt except medical and school loans. I have tried to be smart with my money. God help us if health insurance and public school get put into the hands of the government. We can’t even get what is entitle to us….what our former employer’s paid for. Could you imagine being in the same boat needing health care or wanting to know what your child was learning? I can’t even afford to put gas in my car to go out looking for a job!!!!!! I mean when we certify we have to state that we have reliable transportation…..well it is reliable if I have money to pay for the gas!!! They need to higher 100’s of more people if you ask me…until this gets sorted out. Think of what will happen at the local DHS office when people check they bank accounts and relize they can’t afford groceries next month. It will be the same mess all over again. All I know is that I have worked very hard to try to get into school, work full time, and take care of my daughter BECAUSE I WANTED TO MAKE OUR FUTURE MORE SECURE. I WANTED A CAREER. NOW IT FEELS EVERYTHING IS GOING TO CRASH BECAUSE I CANT GET AN ANSWER ON THE PHONE!!. Sorry for the long rant but I am so tired of this mess. I have ten dollars to my name and no meat in my freezer.
Andy,
I cam accross this site when browsing google for unemployment help. I read lots of the above messages and they are all of hard working people who paid their dues but now are not getting the help they earned to use in their lesser fortunate times. I have been out of work for over a month. I have spent all my saved money on bills and food. I am in my 3rd week of pending unemployment on the ohio unemplyoment website. I have 3 un-paid un-answered claims on their site and all three still say PENDING! This is horrible and I have come a long way not to be going ‘bonkers’ so to speak. I have had anxiety issues in the past and learned to make them go away but with this stress and the thought of being homeless is bringing it all back.
Imagine being worried all day long and trying to keep it under control and not let anyone see you sweat. Telling your family that everything is going to be fine and that ‘patience is a virtue’ and that ‘we will be ok’, even though you know everything is not fine and at the rate of things patience is nothing more than a busy signal.
I am constantly filling out applications for even the smallest paying job, online and in person. The grim outlook is so terrible I can’t even sleep at night. The grim outlook is so terrible I have forgot my main point in even writing this so now seems like it’s just a story and I’m venting; well I guess it is. So I’m done and if you read this I’m sorry for taking your time because you will never get it back. Just like the money you pay in taxes…
Maybe we should all get together and go over to the Unemployment office and picket until someone will listen to us. When you have a job and benefits, it is hard to understand what WE are going through. Never in my life have I had to worry about gas money and food. Someone needs to feel my sence of urgency.
I decided to call the MAIN LINE of the Department of Labor and Workforce Development at ******615-741-6642***** and request Unemployment since the phone system is not working. I even spoke to the Supervisor Becky Maddox at 615-532-1086. She informed me nothing can be done unless over 8 weeks, and only then can she email the Auditors to look into the situation. I asked about the phone situation and is told by Becky to just continue to callback.
I lost job on 13th of may, filed for unemployment got a call about two weeks later after calling my “agency rep” for a week solid, and missed the “scheduled appointment”. It is IMPOSSIBLE to get through the line… I do call the 1-877 number and HOLD DOWN THE 0 key when you get an answer, hold it down until you hear “for English press 1″ THis seems to help me get through somewhat, but my claim is STILL pending…all the while I am looking for work and getting frustrated, thinking, “maybe next week a check will arrive” Well the bills are coming due again
I have now certified for the 6th time….it still says “your status is pending, and untill….” I’m having my first child on Tuesday, and can’t find work?!…..will someone tell me if i’m going to get a check for 5or6 weeks for back pay, or am i about to be in a truly hard spot….i have about $600 left of my savings…….please let me know if you can help me relax!!! Richard
tallintokyo@yahoo.com
I’m getting the pending message too. I think what it means is the stte is stil waiting to hear from my former employer. The burden of proof is often on the former employer when there are separation issues. I don’t know why the state of TN does this…gives employers a time to respond when people need their benefits.
It’s taking the state far too long to process some claims.
It’s hard to get a human on the phone at the Department of Labor.
I’m still in pending hell.
It’s been 21 days since I’ve filed for unemployment. It can take as long as 6 weeks in extreme cases. Who has that long to wait?
My employer terminated me without just cause after 2.5 years of employment.
The company was always losing contracts, which cost me money because they had to wait until it could find suitable replacement work.
I never got a performance review because the company didn’t want to give raises. And they always made verbal agreements about issues, which they usually reneged on later.
It lost an assignment I had been working for a year. I was out of work again, but th company would not admit it didn’t have any work for me.
It found some temporary assignmentfor me which would not have lasted beyond a few month and I’d be right back where I was.
I got tired of the mistreatment and spoke up, defending myself after a company rep complained about something I didn’t do.
He got angry because I challenged him to prove that I was so incompetent. He couldn’t and fired me over the phone,
which was the wrong way to handle things.
I got no separation letter, which is against the law. But I understood that I was fired because the rep didn’t like my attitude and told me I was no longer wanted.
Now the DOL has me in pending hell because my former employer has probably refused to explain why I was fired. They didn’t keep detailed performance reviews or records, so they can’t prove a thing.
I would not doubt that this company has lied to DOL and said I quit voluntarily, which is nonsense.
The NYT ran an informative artiicle on the antiquated and slow claims processing systems across the country.
It’s just like when Hurricane Katrina hit New Orleans, many DOL processing centers have been caught off guard by millions of Americans who are out of work.
People are losing their apartments, homes and their families while waiting on jpbless checks in states like California and Ohio, which can’t handle the strain of millions of claims.
There are federal guidelines for processing jobless claims that many states are not meeting because the labor departments in some states like Ohio don’t have updated computers or trained staff who know what they are doing.
It is not supposed to take longer than 4 weeks to decide on a claim.
Meanwhile, jobless people are sinking while waiting on claims to be processed that are just sitting in computers somewhere.
Why isn’t the federal government looking into this?
Why isn’t some stimulus money bing sent to states to hire and train people to work at claims processing centers?
It’s disgraceful.