The vast majority of Californians who file for unemployment never get through to a person at the Employment Development Department (EDD). That’s according to a new study, which shows that just 1 in every 1,000 calls to the unemployment office actually reach a human being. This is a pressing issue when it comes to those who need to get their query resolved or require certain documents for different purposes.

The study, conducted by the California State Auditor’s Office, showed that the EDD call center answered only 150,000 out of 13 million calls. It’s a crisis that’s line has caught lawmakers’ attention. In light of the dire need to improve customer service response rates, the EDD is working diligently to enhance its systems, hire additional staff and reduce call response times, where feasible.

Out of the numerous issues Californians have experienced with the EDD, the inability to get through to a live person is topping the list. Even in the rare cases when a person gets through, the customer service agent might not have the necessary tools or knowledge to solve the issue.

With this ongoing problem, some lawmakers and thousands of citizens are asking for an overhaul of the system. Despite various attempts at improvement, including upgrades to the IT infrastructure, a dramatic overhaul of the EDD’s approach to customer service, and further staffing, the issues persist.

Californians who are trying to make contact with the EDD can follow a few tips. First, trying to call early in the morning can be more successful, as lines are typically less congested at that time. Second, persistence is key because the lines are often busy.

The EDD also encourages claimants to use self-service options - including edd.ca.gov and asking EDD - available 24/7. Yet for those who need to speak to a live person at EDD, the recommended phone number is 1-800-300-5616.

In conclusion, the EDD encourages all claimants to continue to use self-service options for their convenience, but they are currently working on a solution to improve its customer service, guaranteeing that each claimant’s problem will resolve by a live person. Importantly, eddcaller.com is also a helpful tool that provides information for people to navigate contact with the EDD, including additional tips on the fastest way to get through to EDD.