TWC

State of Texas: TWC contractor reveals call center problems; Senate candidates prepare for debate

AUSTIN (Nexstar) – Imagine showing up to a job where you know that almost 75% of what you do will fail someone. What if a fireman failed to help someone in three out of four fire calls? What if a police officer failed to help clear three out of four 911 calls?

Day, after day.

That’s what a contractor helping field calls for the Texas Workforce Commission told us was going on inside some of the agency’s call centers. The contractor, who asked to not be identified in this report, told KXAN the problem facing nearly every caller is that their call may be answered by people who have no way to help Texans calling for help with their unemployment problems.

This worker said they’re unable to help about three-quarters of the people who call with unemployment problems.

Since the pandemic hit in mid-March, hundreds of unemployed Texans wrote to us, all telling the same story: thousands of calls to the TWC’s lone toll-free number are never answered. The few who have connected are likely to find themselves on the line with one of 1,600 contracted customer service representatives.

At first, they think their prayers are answered and the weeks – sometimes months – of waiting for their unemployment benefits is over.

RELATED: Planning to appeal a TWC decision, prepare for 18-week wait

Then, the contractor reads from the script they use when they answer a call: “I am limited to the types of questions I can answer.”

That’s led to many unemployed Texans hitting a dead-end, following a series of calls to the TWC, and never finding help.

In April, the bosses inside the TWC were scrambling. As state and local stay-at-home orders began locking Texans down in mid-March, millions lost their jobs and headed straight for the unemployment

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TWC call center contractor: ‘Someone needs to be held accountable’

Investigative Summary:

From Lubbock to Brownsville to El Paso to Tyler — in literally every corner of the Lone Star state, we’ve heard the same story concerning the phone lines at the Texas Workforce Commission: long wait times, and a roll of the dice whether a person they finally connect with can actually help them. KXAN’s investigation discovered some of the hundreds of contractors hired to help with the surge in calls aren’t able to provide much beyond basic assistance and are telling callers who have more complicated issues to call back in hopes of getting someone who works directly for the TWC.

AUSTIN (KXAN) – Imagine showing up to a job where you know that almost 75% of what you do will fail someone. What if a fireman failed to help someone in three out of four fire calls? What if a police officer failed to help clear three out of four 911 calls?

Day, after day.

That’s what a contractor helping field calls for the Texas Workforce Commission told us was going on inside some of the agency’s call centers. The contractor, who asked to not be identified in this report, told KXAN the problem facing nearly every caller is that their call may be answered by people who have no way to help Texans calling for help with their unemployment problems.

This worker said they’re unable to help about three-quarters of the people who call with unemployment problems.

Since the pandemic hit in mid-March, hundreds of unemployed Texans wrote to us, all telling the same story: thousands of calls to the TWC’s lone toll-free number are never answered. The few who have connected are likely to find themselves on the line with one of 1,600 contracted customer service representatives.

At first, they think their prayers are answered

Continue Reading