By Marty Hobe
TMJ4 News
and Bram Sable-Smith
Wisconsin Watch/WPR

As Wisconsin companies shuttered this spring to gradual the unfold of COVID-19, jobless filings and cellphone calls flooded the state Department of Workforce Development — too shortly for staffers to maintain up. But DWD Secretary Caleb Frostman remained optimistic.

In a May 4 electronic mail, Frostman advised Unemployment Insurance Division Administrator Mark Reihl to “hang in there.”

“If we can get through May, I think we will be cooking with gas with all the new people on board and call centers up and running,” Frostman wrote.

Three days days later, Frostman emailed Reihl earlier than a gathering with the state’s Unemployment Insurance Advisory Council: “We have a great story to tell of our staff working themselves to the bone on behalf of claimants and we’ve been putting the pieces in place to build that necessary infrastructure to succeed through COVID.”

Staring down almost 400,000 unprocessed weekly claims simply after Memorial Day, Frostman beraten a state Senate committee that his division anticipated to work by the backlog by early October.

Now three weeks into November, a still-raging pandemic is threatening an financial restoration and Democratic Gov. Tony Evers has ousted Frostman. Families are nonetheless ready on DWD to course of jobless claims filed final spring, with many lacking invoice funds, racking up bank card debt, dealing with eviction or worse.

Among these ready: 50-year-old Karrie Suhr, who labored at a public pool in Cedarburg and was scheduled to work at Milwaukee’s Summerfest when the pandemic hit. She filed her declare in June and has but to obtain advantages, leaving her with no revenue all through the summer time. During that limbo she realized the most cancers she thought she beat had returned.

“I had to borrow money from my family just to pay my own health insurance to make sure that I was covered for all these cancer treatments,” Suhr mentioned. “So that’s been very emotional as far as just — I’ve been paying bills all my life and wanting to have good credit … then something like this happens.”

Wisconsin’s unemployment security internet has buckled below a pandemic stress take a look at. More than 1 million filed preliminary claims from March 15 to Nov. 7. As of Saturday, almost 93,000 purposes for common and federal pandemic aid had but to be processed or adjudicated.

Thousands extra are making use of for advantages each day. More than 17,000 preliminary claims had been filed throughout the first week of November alone.

Ben Jedd, a DWD spokesman, famous that 7.7 million weekly claims have flowed to the division since March 15 — in comparison with the 7.2 million claims it dealt with from 2016 to 2019.

“DWD has been dealing with more than four years of work in eight months,” he advised TMJ4 News and Wisconsin Watch.

Wisconsin will not be alone in its wrestle to distribute jobless aid throughout the pandemic, however it fares poorer than most states by at the least one measure. Wisconsin paid simply 42.5% of all preliminary claims filed between March and Aug. 15 — far beneath the 56% nationwide common, in line with an evaluation of federal Department of Labor information by The Century Foundation, a progressive suppose tank.

Republicans and Democrats have each performed roles in Wisconsin’s security internet failures. Party leaders are blaming each other as residents wait.

“There are people who are talking about suicide. Because they’re just waiting and waiting — because the backlog is so bad,” mentioned Victor Forberger, supervising lawyer for the University of Wisconsin’s Unemployment Compensation Appeals Clinic, who has represented dozens of jobless shoppers throughout the pandemic.

“Landlords are falling behind. The whole economy is going into a tailspin, because the department is falling through. And I worry about folks — and what’s going to happen if fundamental change doesn’t happen pretty soon.”

Rep. John Nygren, R-Marinette and co-chair of the Joint Committee on Finance, has faulted Gov. Tony Evers’ administration for the gradual tempo at which it has processed a surge of unemployment insurance coverage claims throughout the pandemic. He is seen right here throughout a public listening to on the State Capitol on Dec. 3, 2018 in Madison, Wis.
Coburn Dukehart / Wisconsin Watch

Limiting advantages entry

Millions of Americans who’ve acquired unemployment insurance coverage advantages throughout the pandemic can thank Wisconsin, the place a couple who met on the University of Wisconsin Law School conceived and helped go a 1932 Wisconsin legislation that laid the inspiration of the nation’s unemployment insurance coverage system. The effort got here as union members, employers and reformers residing by the Great Depression realized that charity alone couldn’t maintain employees by financial upheaval.

But the 2020 pandemic struck after Wisconsin and other states spent latest years toughening guidelines for accessing unemployment advantages — within the title of decreasing fraud — and did not improve antiquated pc programs.

Just 32% of unemployed Wisconsin employees accessed advantages in 2016, down from 50% in 2007, in line with a 2017 research by the National Employment Law Project, a nonprofit that advocates for low-wage employees and the unemployed. Nationally, the speed of coated unemployed employees fell from 36% to 27% over the identical interval.

“The systems in various states were at best neglected and at worst sabotaged,” mentioned Michele Evermore, senior coverage analyst with the unemployment legislation group, including that Wisconsin’s years-long drop in advantages entry was notably giant.

Beginning in 2011, the Legislature below then-Gov. Scott Walker, a Republican, enacted a sequence of legal guidelines that: created a one-week ready interval for advantages (quickly waived throughout the pandemic), elevated work search necessities for recipients, disqualified folks on federal incapacity from accessing unemployment compensation and elevated felony penalties for making false statements or representations on purposes.

Additionally, Walker signed a lame-duck legislation simply earlier than Evers took workplace that restricts the governor’s capacity to waive sure necessities for state-federal advantages packages together with unemployment insurance coverage. The Walker administration additionally made claims submitting extra complicated, Forberger mentioned, by eradicating steerage that helped folks navigate the method.

Evermore, who lately joined President-elect Joe Biden’s transition group, mentioned many states have overemphasized decreasing entry to advantages, slowing down claims processing when persons are most in want.

“These systems that have been designed to stop benefits at every corner are now throwing people out left and right,” she mentioned.

Decades-old know-how

Also behind the backlog: DWD’s Seventies-era know-how, a vulnerability that lawmakers in each events have understood for many years however by no means bothered to repair.

DWD deliberate a significant overhaul of its pc system greater than a decade in the past, however Democratic Gov. Jim Doyle’s administration pulled the plug in 2007 as the mission — contracted to 2 outdoors corporations — fell delayed and seemed poised to exceed its $24 million finances.

The division’s IT system requires sequential testing and programming, which means that new advantages packages — such as these adopted by Congress throughout the pandemic — have to be programmed separately, delaying claims processing.

“One of the most glaring lessons learned coming out of the Great Recession — which went unaddressed by previous administrations — was the desperate need to modernize the unemployment insurance base benefits system, yet Wisconsin is still saddled with one of the most antiquated and inflexible systems in the country,” Jedd mentioned.

DWD reached out to at the least 5 corporations in 2019 to display alternative software program, public data present. Cost estimates ranged within the “tens of millions of dollars,” Jedd mentioned, and DWD was exploring a funding technique when the pandemic halted its progress.

Rep. John Nygren, R-Marinette and co-chair of the Joint Committee on Finance, hat kritisiert Evers’ DWD for not formally looking for funding to overtake the system in its most up-to-date finances request.

While the division didn’t particularly make such a request, Frostman, in a Sept. 15 letter accompanying the finances request, vowed to work with Evers’ workplace “to develop an appropriate UI modernization funding strategy throughout the budget process.”

Speaking to reporters in late-September, Evers mentioned DWD was nonetheless evaluating an improve plan.

“And I am really happy to have Rep. Nygren behind this, because we desperately need it.”

Nygren advised TMJ4 News and Wisconsin Watch that Republicans are open to funding a pc system improve, although he wouldn’t concede that the division’s failures had been rooted within the outdated know-how. Nygren mentioned Evers was elevating the problem as a “red herring” to distract from other mismanagement throughout the pandemic.

“Let’s move forward. If that’s no longer the problem — if we could check that off the box, let’s identify the other things that are continuing to be a problem,” Nygren mentioned.

Victor Forberger (1)

Victor Forberger, supervising lawyer for the University of Wisconsin’s Unemployment Compensation Appeals Clinic, works from his dwelling in Madison, Wis., on May 26, 2020. He has represented dozens jobless shoppers struggling to obtain unemployment aid throughout the pandemic. “Landlords are falling behind. The whole economy is going into a tailspin because the department is falling through. And I worry about folks — and what’s going to happen if fundamental change doesn’t happen pretty soon,” he says.
Coburn Dukehart / Wisconsin Watch

Online complications

Meanwhile, DWD’s shift to online-only claims filings have created complications for some residents, mentioned Forberger, the unemployment lawyer. Beginning in 2017, DWD started requiring most claimants to initially file on-line and retired an automatic cellphone system for filers. That was after a 2014 audit discovered that DWD name facilities robotically blocked 80% of calls throughout occasions of excessive quantity.

Nygren mentioned the deal with on-line claims “made the system better, and actually helped get more applications through the process in a seamless way.”

But the singular choice to file claims on-line could be a downside in a state the place 43% of rural areas lack broadband Schutz.

“You have technological hurdles galore,” Forberger mentioned, which will increase the danger of errors that result in denials. “People have to do a lot of stuff on their smartphones. The system isn’t well designed for smartphones.”

Suhr, the Cedarburg lady, mentioned she is uncertain what’s holding up her declare, which two adjudicators way back mentioned was settled.

In an Oct. 28 interview, she learn a message posted to her on-line claims portal: “One of these decisions requires additional processing by our central office. Processing normally takes less than two weeks. This message will be removed when processing is complete.”

The message had appeared eight weeks earlier.

Anatomy of a catastrophe

DWD staffers fearful concerning the division’s picture and urgently sought to battle by the backlog as the disaster escalated this spring, in line with emails Wisconsin Watch obtained by an open data request.

“Social media is becoming a bigger and bigger problem,” DWD spokesman Ben Jedd wrote to a colleague on March 26, the day after Evers’ Safer at Home order shuttered companies. “We are getting more and more questions and negative comments on Facebook and Twitter.”

Jedd steered organising an electronic mail field for folks struggling to succeed in staffers over the cellphone and designating an knowledgeable to reply questions over social media — as many other states had achieved.

“People are used to using email and social media to get their questions answered and we may need to reevaluate and modernize some of communications,” he wrote.

Later that Thursday, Frostman wrote to Reihl, the unemployment insurance coverage chief: “We are getting inundated with press inquiries about the long wait times and we can only keep the negative press at bay for so long.”

He added: “I know your team is working hard and doing the best they can within the constraints of the current infrastructure, but we have to find a way to get more answers to more people.”

Frostman wrote that Evers’ group had “voiced their willingness” to shift employees or other assets to the division.

The administration didn’t reshuffle staff till May, in line with staffing data obtained by TMJ4 News.

Chris Larson2 (1)

Sen. Chris Larson, D-Milwaukee, is seen as Gov. Tony Evers offers his first State of the State handle in Madison, Wis., on the State Capitol constructing on Jan. 22, 2019.
Emily Hamer / Wisconsin Watch

Call facilities ‘doomed from the start’

Wisconsin spent at the least $21.2 million by September on contracts to broaden DWD name facilities and employees for declare adjudication and processing — in some instances forgoing aggressive bidding to hurry the method, in line with division information. The unemployment insurance coverage division additionally spent almost $1.2 million in worker extra time, 10 occasions ranges spent in 2019.

DWD initially assigned unemployment insurance coverage specialists to reply emails and social media questions, Jedd mentioned. An on-line chatbot and Frequently Asked Questions posting ultimately answered most common questions. Over time, nevertheless, electronic mail and social media inquiries largely concerned particular person instances, Jedd mentioned, requiring employees to name claimants and confirm their identities earlier than answering questions over electronic mail.

Residents — a lot of whom had by no means earlier than navigated the unemployment system — overwhelmed DWD  cellphone traces. From mid-March by June, DWD name facilities answered only one out of each 200 calls, in line with a Legislative Audit Bureau report im September ins Leben gerufen. About 93% of 41.1 million calls had been blocked or prompted busy indicators, whereas annoyed callers deserted an extra 6.2% of calls.

The name facilities had been “doomed from the start,” Forberger mentioned.

“If the whole focus is online claims only, and you’ve made this system incredibly complicated and impossible to use, then of course — people are gonna start calling up, because they don’t understand.”

In a letter responding to the audit, DWD Deputy Secretary Robert Cherry, Jr.  wrote that wait occasions and price of unsuccessful calls started to plummet in July as the company expanded name heart capability.

DWD by September spent greater than $14.6 million on name heart employees from two outdoors corporations: Alorica, a worldwide firm, and Milwaukee-based Beyond Vision, a nonprofit that hires people who find themselves blind or visually impaired.

Nearly $12.6 million went to Alorica, which in 2019 shuttered a Green Bay name heart and laid off 157 employees whereas shifting many U.S. positions abroad. The firm’s DWD contract referred to as for 500 cellphone operators. Alorica started answering calls in May however was not absolutely staffed till July 19, in line with the Legislative Audit Bureau.

“After updating our systems and onboarding the additional call center vendor staff, almost all calls have been answered on a daily basis,” Jedd wrote in an electronic mail.

Some jobless residents questioned the effectiveness of name facilities even when calls attain an operator.

Callers may luck out and get a helpful reply, mentioned Chenon Times-Rainwater, a 41-year-old small enterprise proprietor in West Bend, Wisconsin, who organized a assist group for unemployed residents after ready two months on her declare. “Or you would call, and you would get transferred and transferred and transferred. And it would be a three-hour situation, and you would get nowhere.”

DWD by Wednesday added 681 name heart employees, together with new hires and shifts between departments and divisions, data present. The division added a smaller variety of adjudicators and claims processors who might really work by glitches: 525.

“Staffing up the call center was an important first step so that claimants were able to ask questions and receive assistance in filing their initial claims,” Jedd mentioned.

Said Times-Rainwater: “It tells me that they spent a lot of money for no progress.”

Caleb Frostman2 (1)

Caleb Frostman, former secretary of Wisconsin Department of Workforce Development, is seen on the Wisconsin State Capitol on Jan. 7, 2019. Gov. Tony Evers in September 2020 requested Frostman to resign as secretary, citing a backlog of unemployment insurance coverage claims.
Coburn Dukehart / Wisconsin Watch

Frostman ousted

Evers in mid-September requested Frostman to resign as secretary, citing the claims backlog.

“People across our state are struggling to make ends meet, and it is unacceptable that Wisconsinites continue to wait for the support they need during these challenging times,” he mentioned in a assertion on the time. Evers additionally blamed Republicans for making it “harder for folks to get these benefits.”

Frostmann advised Wisconsin Watch early this yr that he understood frustrations with the division as it labored by obstacles.

Department of Corrections Deputy Secretary Amy Pechacek has assumed Frostman’s position till a brand new secretary is appointed. Evers’ workplace and DWD declined to make Pechacek obtainable for an interview.

Karrie Suhr (1)

Karrie Suhr, 50, labored at a public pool in Cedarburg and was scheduled to work at Milwaukee’s Summerfest when the pandemic hit. She filed an unemployment declare in June 2020 and has but to obtain advantages. During that limbo she realized the most cancers she thought she beat had returned. She started part-time work at a college this fall however has struggled to pay her medical payments. “I’ve been paying bills all my life and wanting to have good credit … then something like this happens,” she says.
Courtesy of Karrie Suhr

In search of options

A gaggle of Democratic lawmakers in July unveiled laws to overtake the state’s unemployment system. The payments would: reverse a ban on advantages for folks on federal incapacity who lose part-time work; completely eradicate a one-week ready interval for advantages; ease work search necessities; and repeal a Walker-era legislation that eradicated advantages for employees dismissed for “substantial fault” — a violation much less critical than misconduct on the job.

One of these Democrats, Sen. Chris Larson of Milwaukee, mentioned his colleagues additionally wish to simplify purposes to cut back situations of easy errors being flagged as fraud.

“We’ve had too many neighbors across the state who had to wait weeks and in some cases months to be able to get assistance,” he mentioned.

Larson expects to formally introduce laws in January when lawmakers return to Madison.

The Republican-controlled Legislature has drawn criticism for doing little to handle the claims disaster — or the pandemic. It has not handed a invoice since a COVID-19 aid bundle on April 15, making it the least-active full-time legislative physique within the nation, in line with a evaluation.

“It’s one of those issues that I think they thought that this will just fix itself,” Larson mentioned. “It’s like the ‘check engine’ light that shows up on your car, and you just kind of hope that it’ll just resolve itself.”

Nygren and fellow Republicans argue Democratic proposals to ease restrictions on advantages might open the door for fraud. They have as a substitute unsuccessfully referred to as on Evers to make use of $40 million in federal pandemic stimulus funds to supply low-interest, forgivable loans to folks ready on jobless advantages. (Loan candidates below this system wouldn’t face the kind of restrictions that Republicans put in place for unemployment claims to discourage fraud.)

The program would serve solely a fraction of these with 93,000 claims nonetheless pending or in adjudication, in line with a Legislative Fiscal Bureau Memo, relying on the dimensions of particular person loans. About 10,800 folks might get loans of roughly $3,700, for instance, or 30,600 might get about $1,300.

As residents await any substantial fixes to Wisconsin’s unemployment insurance coverage woes, Forberger mentioned DWD ought to comply with the lead of states such as Massachusetts, which in March started holding digital city halls to elucidate unemployment insurance coverage paperwork. That state delivered advantages to just about 72% of greater than 1 million preliminary claimants from March to August — a far greater price than in Wisconsin, in line with Century Foundation evaluation.

“Why isn’t the department doing something like that? They have the technology. They made everything online,” he mentioned. “Why can’t they answer people’s questions?”

In Cedarburg, Suhr now has some revenue trickling in after beginning part-time work at a neighborhood faculty this fall. But it’s not sufficient to pay the medical payments that started piling up in April as she continues to attend — and hope — for compensation from the state. She expects extra people to really feel related frustration within the coming months.

“This isn’t going away,” she mentioned. “COVID is getting worse, and I feel like more and more people are going to probably be applying for unemployment.”

Chenon Times Rainwater

Chenon Times-Rainwater helps manage a Facebook assist group for folks wrangling with the state’s unemployment insurance coverage system. It has greater than 5,000 members. Times-Rainwater waited over two months for the Wisconsin Department of Workforce Development to course of her unemployment declare. The lengthy wait with out revenue prompted her troublesome determination to put her daughter with particular wants into a bunch dwelling. Her household might now not afford to pay caregivers to return to their dwelling in West Bend, Wis.
Courtesy of Chenon Times-Rainwater

Marty Hobe is an investigative producer for TMJ4 News in Milwaukee. Bram Sable-Smith is WPR’s Mike Simonson Memorial Investigative Fellow embedded within the newsroom of Wisconsin Watch (, which collaborates with WPR, PBS Wisconsin, other information media and the University of Wisconsin-Madison School of Journalism and Mass Communication. All works created, revealed, posted or disseminated by Wisconsin Watch don’t essentially mirror the views or opinions of UW-Madison or any of its associates.