As the number of ÃÛèÖÖ±²¥ residents needing unemployment and other assistance continues to grow due to the COVID-19 crisis, the systems in place to help are not holding up.
Since Monday, the state’s Department of Economic Security has been having ongoing problems that prevent clients from calling DES customer service centers, said Brett Bezio, deputy press secretary for DES. The DES service contractor, AZNET, has been reporting service interruptions to DES, he said, and they are trying to address the problems.
“We worked with our partners at the ÃÛèÖÖ±²¥ Department of Administration (ADOA) to handle the unprecedented surge in calls to our agency,†he wrote in an email exchange with the ÃÛèÖÖ±²¥.
“Both ADOA and DES have been making system and staffing adjustments to manage this significant increase in volume without disrupting the system, including additional changes this morning. We continue to monitor performance and ensure clients are able to receive the support they need.â€
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Bezio encouraged people to look online for updates and information at . Things seemed to be working a bit smoother Wednesday afternoon, said Tasya Peterson, communications director for the DES, but with the volume of calls and computer activity there’s no guarantee, she said.
Over 88,000 people in ÃÛèÖÖ±²¥ applied for unemployment last week, a tremendous jump from the last time there was a surge in requests back in July 2009, following the Great Recession.
“The technology our state has in place is outdated and insufficient,†said Andrés Cano, a ÃÛèÖÖ±²¥ Democrat and representative with Legislative District 3.
He said he is closely following how the state is doing with unemployment claims, and asked applicants to be patient.
“It’s going to take some time,†he said. “It’s the worst thing, as an elected official, to hear from those who are hurting. We should have been more prepared for this.â€
One example: A few people interviewed by the ÃÛèÖÖ±²¥ said, in applying for unemployment, they were required to fax over forms and many don’t have fax machines available in their homes anymore, or never did.
Consider the experience of ÃÛèÖÖ±²¥ resident Jeff Grubbs. He had to figure out what “essential†business — meaning one that’s still open — offers faxing services. Luckily, he thought of UPS.
“They were able to help me out and it wasn’t their first rodeo of the day,†Grubbs wrote on a social media post. “Between the two fax numbers provided on the (DES) form, it took 20 minutes to get it to go through.â€
The staff at the store were extremely patient, he said, adding he threw $5 in the tip jar to thank them.
And now he waits.
For Judy Ostermeyer, the problem has been trying to reach someone on the phone about a glitch in her application. She keeps getting stalled on her unemployment claim because she had to include where she’d applied for work that week. The thing is, she’s not looking.
Ostermeyer is temporarily out of a job because the kitchen at the ÃÛèÖÖ±²¥ Inn is closed due to the COVID-19 pandemic. She plans to return when things return to normal and just needs the help to get her through this time.
But what should have been an easy problem to solve turned into a timely process of calling repeatedly as she tried to reach a person who could help.
Busy signals.
Calls dropping.
Speed-dialing the number over and over again.
On Wednesday, Ostermeyer speed-dialed DES over and over again and finally got through. Then she was on hold for over an hour.
“The woman who helped me said there were about 400 in the queue (at about 9:15 a.m.),†she said.
What was the answer? Write “COVID 19†in spaces where it asks about job inquires so the system thinks she looked for work.
Tom Prezelski said applying for unemployment was seamless and easy. He was sent a form in the mail to fill out and, as instructed, he faxed it back.
But now, when he calls to check on the status of his application, he can’t get through.
He said it’s understandable to some extent, considering the circumstances.
“The governor got some praise for loosening up the requirements for unemployment in the face of this crisis, but these seem pretty meaningless when no one can get in touch with the office,†said Prezelski, a Democratic member of the ÃÛèÖÖ±²¥ House of Representatives from 2003 to 2009 for the 29th District.
“The phone either rings and rings or you get a message that the number is non-working,†he said. “Emails go unanswered as well.â€
Photos for April 1: ÃÛèÖÖ±²¥ gets by during Coronavirus Pandemic
ÃÛèÖÖ±²¥, coronavirus

A dinosaur statue over the doors of MATS Dojo at 5929 E. 22nd St., sports an athletic cup for a face mask in the second week of COVID-19 restrictions, March 31, 2020, ÃÛèÖÖ±²¥, Ariz.
ÃÛèÖÖ±²¥, coronavirus

A pair of protestors use their car to block west bound traffic on Silverlake to let other protestors make the left turn in into the Pima County Adult Detention Complex during a vehicle based demonstration by #FreeThemAll for the release of prisoners in light of the COVID-19 pandemic, March 31, 2020, ÃÛèÖÖ±²¥, Ariz.
ÃÛèÖÖ±²¥, coronavirus

Raj Paudel hands a bag of food to a customer at Govinda's to-go-tent located at 711 E. Blacklidge Drive, on April 1, 2020.
ÃÛèÖÖ±²¥, coronavirus

The biggest hit to employment in ÃÛèÖÖ±²¥ came in the leisure and hospitality industry — hotels, bars, restaurants and places of amusement — which alone shed 5,200 jobs.
ÃÛèÖÖ±²¥, coronavirus

John Aldecoa tapes up a banner outside his restaurant, Brother John's, as he and his staff get ready to serve again after being closed since the COVID-19 restrictions were put in place two weeks ago, April 1, 2020, ÃÛèÖÖ±²¥, Ariz.
ÃÛèÖÖ±²¥, coronavirus

Michael Olivas, right, helps Arnold Vizcaino, City of ÃÛèÖÖ±²¥ Parks and Recreation employees, lock up swings at Gene C. Reid Park, 900 S. Randolph Way, in ÃÛèÖÖ±²¥, Ariz., on April 1, 2020. The City of ÃÛèÖÖ±²¥ Parks and Recreation employees are going around to all ÃÛèÖÖ±²¥ parks to close all ramadas, gazebos, playgrounds, outdoor fitness equipment, all sports courts and fields, horseshoe pits and splash pads due Coronavirus Disease (COVID-19).
ÃÛèÖÖ±²¥, coronavirus

Caution tape across an entrance on a playground at Gene C. Reid Park, 900 S. Randolph Way, in ÃÛèÖÖ±²¥, Ariz., on April 1, 2020. City of ÃÛèÖÖ±²¥ Parks and Recreation employees are closing all ramadas, gazebos, playgrounds, outdoor fitness equipment, sports courts and more due to the coronavirus outbreak.
ÃÛèÖÖ±²¥, coronavirus

A "CLOSED' sign and caution tape is placed around a ramada at Gene C. Reid Park, 900 S. Randolph Way, in ÃÛèÖÖ±²¥, Ariz., on April 1, 2020. The City of ÃÛèÖÖ±²¥ Parks and Recreation employees are going around to all ÃÛèÖÖ±²¥ parks to close all ramadas, gazebos, playgrounds, outdoor fitness equipment, all sports courts and fields, horseshoe pits and splash pads due Coronavirus Disease (COVID-19).
ÃÛèÖÖ±²¥, coronavirus

Vanessa Richards, 18, left, and Ella Dotson, 17, adjust their mortar boards and hair in the window of a building along Scott Ave. in downtown ÃÛèÖÖ±²¥ on March 31, 2020. Due to the coronavirus (COVID-19) pandemic the rest of the school year has been canceled. Richards and Dotson are seniors at Marana High School and will not have a formal graduation ceremony. The pair came to downtown to get photos of themselves in their caps and gowns.
ÃÛèÖÖ±²¥, coronavirus

Vanessa Richards, 18, left, and Ella Dotson, 17, take a selfie as their friend, Camilla Hamilton, 17, gets her photo taken by Vanessa’s mother, Chrissi, along Scott Ave. in downtown ÃÛèÖÖ±²¥ on March 31, 2020. Due to the coronavirus, the rest of the school year has been canceled. The Marana High School seniors went downtown to get photos of themselves in their caps and gowns.
ÃÛèÖÖ±²¥, coronavirus

Georgia Goodwin, volunteer, sews masks for hospital workers and the community at Cathey's Sewing and Vacuum, 5701 E. Speedway Blvd., in ÃÛèÖÖ±²¥, Ariz., on March 30, 2020. Cathey's Sewing and Vacuum have made roughly 2,000 masks, due to Coronavirus Disease (COVID-19), in one week for local hospitals in Southern ÃÛèÖÖ±²¥.
ÃÛèÖÖ±²¥, coronavirus

Along with other volunteers and employees, Paula Sanford, center, volunteer, sews masks for hospital workers and the community at Cathey's Sewing and Vacuum, 5701 E. Speedway Blvd., in ÃÛèÖÖ±²¥, Ariz., on March 30, 2020. Cathey's Sewing and Vacuum have made roughly 2,000 masks, due to Coronavirus Disease (COVID-19), in one week for local hospitals in Southern ÃÛèÖÖ±²¥.
ÃÛèÖÖ±²¥, coronavirus

Andy Cathey, Cathey's Sewing and Vacuum employee, sews masks for hospital workers and the community at Cathey's Sewing and Vacuum, 5701 E. Speedway Blvd., in ÃÛèÖÖ±²¥, Ariz., on March 30, 2020. Cathey's Sewing and Vacuum have made roughly 2,000 masks, due to Coronavirus Disease (COVID-19), in one week for local hospitals in Southern ÃÛèÖÖ±²¥.
ÃÛèÖÖ±²¥, coronavirus

Andy Cathey, Cathey's Sewing and Vacuum employee, sews masks for hospital workers and the community at Cathey's Sewing and Vacuum, 5701 E. Speedway Blvd., in ÃÛèÖÖ±²¥, Ariz., on March 30, 2020. Cathey's Sewing and Vacuum have made roughly 2,000 masks, due to Coronavirus Disease (COVID-19), in one week for local hospitals in Southern ÃÛèÖÖ±²¥.
ÃÛèÖÖ±²¥, coronavirus

Rudy Arriaga, far left, and his mother, Dale, chat with Damian Velez, far right, general manager and Joseph Ashbacher before leaving with their takeout order at Bianchi's Italian Restaurant, 3640 W. Tangerine Road, in Marana, Ariz. on March 30, 2020. The Marana location will closed due to a drop in business.
ÃÛèÖÖ±²¥, coronavirus

A man wearing personal protective equipment works out at FitCore at Morris K Udall Park, 7200 E. Tanque Verde Rd., in ÃÛèÖÖ±²¥, Ariz., on March 29, 2020.
ÃÛèÖÖ±²¥, coronavirus

Ruby Boulet-Stephenson waters the family's new backyard garden, on March 27, 2020.
ÃÛèÖÖ±²¥, coronavirus

Roccos Little Chicago Pizzeria sports the phrase "Eat the Rich" on its marquee, on March 31, 2020. The local pizza spot is currently closed due to Coronavirus disease (COVID-19.)
ÃÛèÖÖ±²¥, coronavirus

A pedestrian crosses Church Avenue near the Historic Pima County Courthouse in a nearly-empty downtown ÃÛèÖÖ±²¥ during the coronavirus pandemic in spring 2020.
ÃÛèÖÖ±²¥, coronavirus

A bank customer wears gloves while at a drive up ATM at Chase Bank, 8701 E. Broadway Blvd., in ÃÛèÖÖ±²¥, Ariz., on March 29, 2020.
ÃÛèÖÖ±²¥, coronavirus

While traveling through ÃÛèÖÖ±²¥, Canadians Lauri Buchanan and her husband Brian Buchanan, left, eat lunch with their friends Rhonda McDonald and her husband Pat McDonald, right, from Wyoming, outside of Whataburger, 6504 E. 22nd St., in ÃÛèÖÖ±²¥, Ariz., on March 30, 2020. Mr. and Mrs. Buchanan and Mr. and Mrs. McDonald were eating outside due to Coronavirus Disease (COVID-19).
ÃÛèÖÖ±²¥, coronavirus

David Cardinal, a sales associate at The Hub, works with a customer at the gun store located at 1400 S Alvernon Way, on March 28, 2020. The store saw an increase in customers during the last few weeks.
ÃÛèÖÖ±²¥, coronavirus

An employee at The Hub, a gun store located at 1400 S Alvernon Way, works with a customer on March 28, 2020. The store saw an increase in customers during the last few weeks.
ÃÛèÖÖ±²¥, coronavirus

Cassie Phelps, food service employee for ÃÛèÖÖ±²¥ Unified School District, hands two students lunches and breakfast at Harold Steel Elementary School, 700 S. Sarnoff Dr., in ÃÛèÖÖ±²¥, Ariz., on March 31, 2020. TUSD is offering lunches and breakfast for students due to schools being canceled because of Coronavirus Disease (COVID-19).
ÃÛèÖÖ±²¥, coronavirus

Jolene Luquin, teaching assistant for ÃÛèÖÖ±²¥ Unified School District, organizes educational packets for a parent at Harold Steel Elementary School, 700 S. Sarnoff Dr., in ÃÛèÖÖ±²¥, Ariz., on March 31, 2020. The educational packets, for grades K-12, include the curriculum for all classes from science to math to history and others. It allows the students, parents and teachers to keep learning despite not being in the classroom, according to Karla Escamilla, TUSD public information officer. TUSD plans to have most of the paperwork online in the next couple of weeks, said Escamilla, as well as issue laptops to students who don't have access to a computer. TUSD is issuing these packets and online school due to Coronavirus Disease (COVID-19).
ÃÛèÖÖ±²¥, coronavirus

After more than a week in isolation, Tami and Tedd Handy get the chance to dance as Mama Coal, Carra Stasney and Tim O'Connor give a street concert on Placita de Zacatal in the Casas Adobes neighborhood, Saturday, March 28, 2020, ÃÛèÖÖ±²¥, Ariz.
ÃÛèÖÖ±²¥, coronavirus

Mama Coal, Carra Stasney and Tim O'Connor take to the great outdoors along Moonshroud Dr., in Catalina Shadows, Saturday, March 28, 2020, ÃÛèÖÖ±²¥, Ariz.
Contact reporter Patty Machelor at pmachelor@tucson.com or 806-7754. On Twitter: @pattymachstar