Rockford Sun

Frustrations continue to grow with the Illinois Department of Employment Security callback system that has reportedly hung up on callers trying to get assistance with their unemployment claims. 

As the pandemic raged, the Employment Security system was overwhelmed and underprepared to handle the rapid increase in claims resulting in massive layoffs and terminations because of lockdowns to avoid spreading COVId-19. Though the department has taken some corrective-action measures, a recent ABC 7 I-Team report found problems remain prevalent, including being "mocked or laughed at." 

"Illinoisans are still facing unacceptable wait times with IDES and are now being hung up on by the very people who are supposed to help them through the unemployment process," Rep. Chris Miller (R-Robinson) posted to Facebook May 7, linking to the ABC 7 report.  "My own HJR17 would urge the Auditor General to conduct a performance audit of the IDES so we can get people the help they need, but it is currently being held up by House Democrats."

Illinois lawmakers have been demanding a meeting with the department's leadership to address the problems, including sending a letter earlier this year to Gov. J.B. Pritzker to apply pressure for that virtual sitdown to happen. 

The purpose of the callback system was to avoid long delays in receiving a call due to an increased amount of people seeking benefits in the wake of COVID-19. Despite this, many delays have occurred, and some calls ended abruptly before progress could be made. 

IDES told ABC 7 that they are contemplating virtual appointments, although no timetable has been set up for when this could be accomplished. They also are not expecting to reopen offices for in-person meetings because of a "chaotic environment" and concerns about threats made against the organization. IDES also told ABC 7 that they sometimes listen to calls for quality control, although there is no conduit for a caller to issue a complaint about something that occurred on their call.