The Massachusetts Department of Unemployment Assistance announced on Tuesday that it is implementing changes to address claim-processing delays uncovered by a recent audit. The audit identified months‑long service problems that left many unemployment claims pending and created extensive wait times for callers seeking help.
According to the department, the audit findings showed that claimants experienced difficulty accessing assistance both over the phone and in person. Call‑center queues grew long, and the limited availability of face‑to‑face support further slowed the processing of benefits. These issues prompted the agency to review its operations and develop a plan for improvement.
In response, the department outlined a series of corrective actions aimed at speeding up claim handling and expanding support options. While specific timelines were not disclosed, officials said the agency is upgrading its technology systems, increasing staffing levels in call centers, and expanding hours for in‑person service locations. The goal is to reduce the backlog of pending claims and shorten the time it takes for applicants to receive benefits.
The department emphasized that the changes are intended to restore confidence in the unemployment system and ensure that workers who rely on benefits can receive timely assistance. The agency will monitor the impact of the reforms and report on progress as the improvements take effect.