This article originally published by CalMatters discusses the significant backlog and call volume coming into California’s Employment Development Department (EDD) dealing with disability benefits. Christina Cedillo, a bartender who gave birth in October 2021, began experiencing delays in receiving her disability payments in December of the same year. To get information about these delays, Cedillo had to call EDD hundreds of times. Data reflects the challenge many faced while trying to contact EDD, with less than half of all calls to the Employment Development Department’s disability insurance branch getting answered from November 2021 to April 2022.

In response to alleged fraud and to verify the identities of medical providers and claimants, EDD’s disability staff had to work substantial overtime. This amount was tenfold their normal workload. The department also had to temporarily borrow employees from other branches. The calls to the disability branch swelled due to both the slowing down of payments and identity verification letters raising queries among the claimants.

Despite an increase in the staff handling calls, challenges in reaching a human voice on the department’s line remained, a problem long-standing even before the sudden increase in calls. While arrangements have been made to modernize EDD’s operation and improve its fraud prevention, the inconveniences faced by claimants like Cedillo have left them frustrated.

For those who need to get through to the EDD, online platforms like eddcaller.com may provide assistance. These platforms can aid in navigating the complex system, providing insights on how to speak to a live human at EDD, thus optimizing the process in trying to address their queries or issues. It is, however, important that the EDD addresses these systemic issues to improve its service delivery and customer service experience.