Legislature 2 STATE HOUSE STATION AUGUSTA, MAINE 04333-0002 (207) 287-1400 TTY: (207) 287-4469

Governor Janet T. Mills June 3, 2020 Office of the Governor 1 State House Station Augusta, ME 04333

Commissioner Laura Fortman Maine Department of Labor 54 State House Station Augusta, ME 04333

Dear Governor Mills and Commissioner Fortman,

Maine is currently in the depths of a crisis of epic proportions. This is not just a public health crisis, but also an economic one. Successful management depends on two equally important factors: protecting our public health and helping Maine people access the economic support they need to survive. The Maine Department of Labor has an equally important role to that of the Maine Center for Disease Control, and it is critical that the public be informed of the efforts being made to protect their financial well-being.

It is understandable that the MDOL was not prepared for a crisis of this magnitude or to process the significant influx of tens of thousands of initial unemployment claims and weekly certifications. While we recognize it takes time to train new staff and implement new programs, we are now 10 weeks into this crisis with no end in sight, and limited additional resources have been directed to the MDOL. We find this deeply troubling, as we have heard from hundreds of constituents who have unresolved unemployment claims and are struggling to meet their basic needs.

With schools, daycare, and now summer programs closed, the unemployment crisis is disproportionately impacting working parents, particularly women and single parents. We are concerned about the financial well-being of Maine families with unresolved claims.

We are also concerned claimants without computer access or with other accessibility issues are struggling to reach the MDOL to file initial claims, weekly certifications, or have their questions answered as the phone lines are unable to handle the volume of calls, and many report having received no callback as a result of their emails.

Please address the following list of requests and questions we believe would improve the MDOL’s ability to meet the needs of Maine people and improve our ability to assist our constituents through this unprecedented time.

Requests

1. Increase Staffing:

● Additional staff to process claims and expedite fact-finding interviews. The goal during this ​ challenging time should be an expeditious response, and this needs to happen now, not later.

● Provide additional and ongoing training to customer service representatives. If a caller can reach ​ someone and have their issue resolved the first time, repeated phone calls and emails are no longer necessary.

● Address the concept of tiered employees. Too many constituents are being left on hold for hours only to reach someone who does not have the authority to resolve their issue.

● Additional communications staff to relay updates and critical information to the Legislature and the public, and to create content and monitor the MDOL’s social media channels, website, and email account.

2. Improve communication with the public:

● Include the MDOL in weekly press briefings to update the public on the status of the claim backlog and to answer top UI/PUA questions. The public needs to know the state is taking these issues seriously and as a top and ongoing priority.

● Create a comprehensive step-by-step guide on how to apply for unemployment benefits and what each question means, for both traditional workers and those who are self-employed. Use video and screenshots of each step and common issues so people can clearly see what to do to troubleshoot. Update this content whenever there is a change to the application process. Clarify the connection with Federal programs to ensure claimants have all the details to make informed decisions. Step-by-step guidance can prevent the need for numerous phone calls and emails seeking clarification.

● Utilize the MDOL’s existing social media channels by having dedicated administrators available to create content, answer questions, and collect information about issues claimants are experiencing.

3. Improve communication with the Legislature:

● Assign a designated legislative liaison.

● Hold weekly briefings and increase transparency about the number and status of unemployment claims.

● Clearly define a process of elevating constituent issues, and create a system to verify that issues have been resolved. It is critical lawmakers have a sense of the weekly progress at the MDOL concerning UI. We need to know the efficacy of issue resolution.

Questions

● Unresolved claims:

○ How many claims from March are still unresolved? April? May? What is being done to expedite these unprocessed claims? We are especially concerned about the claimants who applied at the start of this crisis and are still awaiting resolution, as these claimants were separated from employment the earliest and are now experiencing the most need.

○ What does it mean when a claimant receives the error message “no active claim?” Why have some claims been “scheduled for processing” for weeks? What does “issue on file” mean? What actions should claimants take?

● Fact finding: What is being done to expedite fact finding interviews? Why are claimants being ​ scheduled for fact finding and in some cases not called and their claim remains unresolved?

● Fraud: We recognize the burden the investigation into fraud and identity theft has placed on the ​ MDOL. How is this challenge being met? How has this investigation impacted the MDOL’s ability to process claims? How is the MDOL verifying legitimate claims for both traditional workers and those who are self-employed? When can claimants whose accounts are still frozen expect to begin receiving benefits again?

We would appreciate a prompt reply to both the requests and questions and look forward to improved communications. We appreciate the extenuating circumstances around this crisis and the hard work you and MDOL are doing. If we work together on behalf of the good people of Maine, we can come out of this crisis stronger and better equipped to handle whatever comes next.

Sincerely,

Rep. Genevieve McDonald

Sen. Brownie Carson Rep. Craig Hickman Sen. Justin Chenette Rep. Sen. Lisa Keim Rep. Kathy Javner Sen. David Miramant Rep. MaryAnne Kinney Sen. Marianne Moore Rep. Victoria Kornfield Sen. Matt Pouliot Rep. Sen. Linda Sanborn Rep. Anne-Marie Mastraccio Rep. Kent Ackley Rep. Ann Matlack Rep. Robert Alley Rep. Chloe Maxmin Rep. Shawn Babine Rep. Joyce McCreight Rep. Donna Bailey Rep. Genevieve McDonald Rep. Pinny Beebe-Center Rep. Michele Meyer Rep. Rep. Rep. Michael Brennan Rep. Margaret O'Neil Rep. Rep. Rep. Rep. Sarah Pebworth Rep. Rep. William Pluecker Rep. Patrick Corey Rep. Christina Riley Rep. Margaret Craven Rep. Walter Riseman Rep. Edward Crockett Rep. Tiffany Roberts Rep. Janice Dodge Rep. Rep. Josanne Dolloff Rep. Paul Stearns Rep. Victoria Doudera Rep. Holly Stover Rep. Richard Farnsworth Rep. Rachel Talbot-Ross Rep. Jessica Fay Rep. Denise Tepler Rep. Justin Fecteau Rep. William Tuell Rep. Rep. Nathan Wadsworth Rep. Lori Gramlich Rep. Rep. Rep. Bruce White Rep. Thom Harnett Rep. Dustin White Rep. Allison Hepler Rep. S. Paige Zeigler