The Virginia Employment Commission (VEC), responsible for processing unemployment benefits, has made strides in resolving pandemic-related backlogs but expects to finalize the process only by next summer, as reported by Jeff Ryan, the Commission’s Chief Deputy. According to Ryan, first-level appeals are currently the main cause for the backlog, with an estimated 45,000 cases still pending resolution.

Although the commission has enhanced the speed of initial payments, it is facing issues providing certain basic services. Balancing security concerns and facilitating easy login into their online claims portal remains a major challenge. Ryan told the Commission on Unemployment Compensation that despite these problems, the Commission has effectively managed the backlog.

Problems regarding high call volumes and consequent wait times continue to bother the Commission. Ryan admitted that the incoming call queue often gets “maxed out but could not provide specific details on the frequency of such occurrences.

To assist with the accessibility challenge during peak times, autodial programs such as eddcaller.com can be a potential solution. This service is designed to help customers get through to their respective departments for unemployment, paid family leave, and disability over the phone.

The VEC’s performance had been poor due to a lack of staff, especially when the Coronavirus pandemic led to a surge in unemployment claims. This led to significant customer complaints. However, the commission has made substantial improvements, including a rise in the percentage of claims paid within 21 days.

The average wait time for the commission’s first-level appeals was found to be 516 days in the third quarter, noted as one of the worst in the country by the Department of Labor. In contrast, the VEC has successfully paid out more than $1.7 billion in fraudulent claims despite these shortcomings.