Massachusetts Unemployment Agency Says Improvements Underway After State Audit Finds Failures
The audit found 52% of callers waited more than 30 minutes and Massachusetts missed federal timeliness standards for unemployment payments in every audited month this year.
- On Monday, State Auditor Diana DiZoglio released an audit of the Massachusetts Department of Unemployment Assistance, citing long call wait times, stalled claims, and difficulty accessing help.
- Covering July 2022 through June 2024, the report reveals systemic management failures and lack of oversight, as the agency failed to meet federal timeliness standards for benefit payments.
- More than half of callers waited over 30 minutes, with 24% waiting an hour or more, while the DUA failed to meet federal intrastate standards in any audited month.
- DUA officials attributed performance challenges to a roughly $11.8 million federal funding decline, noting recent hiring and operational changes have reduced call wait times to between 4 and 11 minutes.
- Lawmakers reported being "flooded" with constituent inquiries during the audit period, yet federal data indicates Massachusetts has not met federal benchmarks in any month this year despite agency improvement claims.
11 Articles
11 Articles
DUA responds after new audit says service problems stymied Mass. unemployment claims for months
Filers reported claims lingering in “pending” status, long waits to reach the call center, and trouble getting in-person help. Officials say the Department of Unemployment Assistance has since made improvements.
Mass. unemployment agency ‘mismanaged’ call center performance, ‘failed’ to quickly pay claimants, auditor concludes
The auditor’s report unveils how even before the agency was thrust into turmoil with record-breaking poor performance during a time of a relatively stable job market, out-of-work Massachusetts residents weren’t receiving the help they needed in a timely fashion.
State audit faults Department of Unemployment Assistance on hold times and delayed benefits
Customers kept on hold, delayed first benefit payments and mismanaged complaints are among the issues discovered in an the audit. In its response, the Department of Unemployment Assistance said the "performance challenges" were attributable to a roughly $11.8 million decline in federal funding.
Mass. audit faults DUA on hold times and delayed benefits
Boston, MA – November 8: Newly elected Massachusetts State Auditor Diana DiZoglio speaks to attendees of the Massachusetts Democratic Partys Election Night in the Grand Ballroom at Copley Hotel. (Photo by Erin Clark/The Boston Globe via Getty Images)
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