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OLYMPIA – The Employment Security Department will continue its adjusted unemployment benefits call center hours after a 90-day pilot showed promising results of paying customers more quickly and answering more phone calls.
Employment Security adjusted call center hours in late October 2025 as demand for unemployment benefits continued to grow amid increasing private-sector layoffs and customers staying on unemployment longer than in previous years.
The agency adjusted unemployment call center hours to 8 a.m. to noon on Tuesdays and Thursdays so customer service representatives had more time on those days to focus on processing claims to get people paid more quickly.
“We’re pleased with the progress we’re making, especially seeing an increase in customers receiving their benefit payments faster,” Commissioner Cami Feek said. “In previous years, we’d either add more staff or approve overtime to handle the increased demand, but with budget concerns, we aren’t able to do that. This was a staff-driven approach to help solve a growing issue.”
Employment Security will continue with adjusted call center hours through June 30, 2026. At that time, the agency will have more data to fully evaluate the impact of this approach.
Unemployment call center hours are:
- Monday, Wednesday, Friday: 8 a.m. to 4 p.m. (normal hours).
- Tuesday and Thursday: 8 a.m. to noon (adjusted hours).
Promising progress for adjusted hours
Since adjusting call center hours, Employment Security has increased first-pay timeliness– the first time a customer receives an unemployment payment – by 3% over the same period last year.
The unemployment call center answered an average of 16% more calls during non-holiday weeks – that equals a 6% increase in calls answered per staff member. That’s a result of having all customer service representatives answer phones on Tuesday and Thursday mornings instead of splitting duties.
And, with staff focusing on processing claims on Tuesday and Thursday afternoons, Employment Security saw a 37% increase in tasks completed. That led to paying customers more quickly and a slight decrease in what was a growing backlog of unemployment claims.
The positive results also occurred during the busiest time of year for unemployment when seasonal workers (e.g., construction, agricultural) are temporarily laid off and file claims. The six-week federal government shutdown and rising unemployment added to the unemployment demand, which is 22% higher than at this time last year. Additionally, initial claims – the first time a customer applies for benefits – is up 9% year over year.
“We see real opportunity and room for improvement with this approach,” said JR Richards, director of Insurance Services at Employment Security. “Our focus is serving more customers. We understand the pressures of losing a job and needing that benefits check to pay bills and buy groceries. We’ll continue to work with our staff to examine all options to pay people more quickly.”
What customers can do before and after applying for unemployment benefits
Prior to applying for unemployment benefits, customers are encouraged to visit the Employment Security Department website to learn about what to do before and during their claim.
The following webpages are helpful to ensure customers complete their unemployment applications accurately and manage their ongoing claims.
- Basic unemployment eligibility requirements.
- How to apply for unemployment benefits.
- Understanding your benefits decision letter.
- When your claim has an "issue.”
Customers can check the status of their claims and payments by accessing their eServices account. These are two of the top reasons customers typically call the unemployment call center.
Visit Employment Security’s contact page (esd.wa.gov/contact) for call center hours and the best ways to contact us about different topics.
5 tips when applying for unemployment benefits
Gather all job and earnings details before starting your application.
You need to share all your employer names and mailing addresses, including part-time and temporary jobs, for the last 18 months. You also need to provide the dates you worked. Learn how to apply for unemployment benefits at the Employment Security website.
Apply and then file weekly.
Getting benefits is a two-step process. First apply, then file each week you want to get benefits. Do not wait to file weekly while your application or claims are processed.
Make sure we can reach you.
Keep your contact information current. Find instructions on our website to update your information or use the automated phone option at 800-318-6022.
Frequently check for messages.
Check your eServices account, your email, your U.S. Postal Service address and your phone to avoid missing necessary information, requests for more information or deadlines.
Quickly reply if asked for more information.
Answer all questions completely and accurately. Reply by the due date to avoid delays or possible loss of benefits.