R.I. agency reassigns staff to handle more phone calls
5:32 PM Wed, Dec 10, 2008 | Permalink
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The Rhode Island Department of Labor and Training today shifted more if its staff to handle incoming phone calls. The move came as call volume remained heavy amid the state's high rate of unemployment. "I put more people on the phones . . . to try to alleviate the busy signals," said Raymond A. Filippone, the agency's assistant director who oversees the unemployment insurance program. A number of staff members - he could not immediately say how many - were reassigned from other tasks to help on the phones, he said. Call volume remained high, and wait times (for callers on hold) was about one hour at one point, he said. Filippone said he made the shift yesterday because "I felt that we were in a pretty good position to put more people on [the phones] . . . . We are trying everything possible" to handle the increase in unemployment claims and related inquiries from beneficiaries. The Department of Labor and Training has had persistent problems coping with skyrocketing call volume brought on by rising unemployment. The state's unemployment rate is 9.3 percent, tied with Michigan for the highest rate in the nation. The agency has acknowledged the problems and, in response, has put in place a number of measures to try to handle the increase in calls and claims for unemployment benefits, agency director Sandra M. Powell said on Tuesday. Powell said that the agency's unemployment insurance call center - at (401) 243-9100 - is receiving up to 24,000 phone calls a day. 
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Good morning ... I have seen numerous articles and broadcasts about this issue. However, I have not heard anyone mention overtime. In business, when busines is "good", people are required to work overtime to meet demand. Shifting staff is a good idea for a short-term fix. But hiring 20 people? What happens when demand slows? They get laid off??? Unlikely ... they become a drain on the taxpayer wallet.
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Good morning Michael, One can only imagine what type of employee will be working for you at the unemployment office. Work em like dogs, and be sure that after using them up you tell em that you cant wait to lay them off. I am sure everyone reading your comment will be running to apply for these 20 jobs so that they can count on be crapped on and used by you and kicked back to the streets when you are done using them. This interview process should be very amusing.
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Good morning Michael, One can only imagine what type of employee will be working for you at the unemployment office. Work em like dogs, and be sure that after using them up you tell em that you cant wait to lay them off. I am sure everyone reading your comment will be running to apply for these 20 jobs so that they can count on be crapped on and used by you and kicked back to the streets when you are done using them. This interview process should be very amusing.
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