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Who's the Secretary of Zoom? asks one lawmaker as MD House Economic Matters Committee works through tech issues to hear from MD Labor Secretary Tiffany Robinson
The Economic Matters Committee is taking up issue of problems with #BEACON the state's portal for #unemployment claims. 273 people tuned into Zoom Yesterday, 270 witnesses were given opportunity to testify on their problems navigating unemployment system.
MD Labor Secretary Robinson "Nothing compares to the current spike that we're experiencing now" says Robinson referring to slide showing # of UI claims.
Slide shows 27% of claims are "pending adjudication" but slide also says 90% of claimants got payment within 21 days.
Secretary Robinson says slide titled "Challenges" is not meant as presenting excuses, but explaining the demands of trying to get federal guidance while setting up system to deal with unprecedented numbers of claims.
Call center hours M-F and Saturday hours added. Why not round the clock? Sec Robinson says workers then have to follow up on calls. Says 200 phone lines, working to get to 540 phone lines. "We are hiring" people "as quickly as they can train additional people"
66% of claims paid, 27% pending adjudication explains Sec Robinson. The 90% is reflective of how many people were paid within the 21 day time period. So again, 66% claims paid, 27% still waiting for adjudication.
Sec Robinson says there are cases of call takers "crying on the phone with claimants" who are having biggest economic stresses of their lives.
Robinson was answering Chair Davis' question about a call taker "having a meltdown" in response to caller. Davis said he could understand that call takers are overwhelmed
Asked if DOL has enough people to take calls, Robinson says flatly "No"
Sec Robinson explains that her department is working to ramp up and get added call takers and staff trained
One problem: employers who plugged in 'return to work date' triggered a drop or interruption in payments for some claimants says Robinson. Davis asks about fixes for that.
"We know we need to work smarter" says Sec Robinson who explains that part of issue is sifting through duplicate requests.
Del Charkoudian asks (thru Chair Davis) why some claimants who wouldn't normally qualify for standard UI get kicked out
This gets sticky, but Sec Robinson explains why some claimants see "Ineligible/pending" pop up (I think I have that term right)
Could dept relax some rules to speed the process? Sec Robinson explained earlier, the feds WILL NOT allow them to relax reg on weekly "certification" (the weekly check in where lots of callers say they run into looong delays)
Who is responsible for the glitches? asks Davis. Robinson says the DOL is ultimately responsible--takes responsibility for performance overall.
Del Miller asks through Davis: are we getting our moneysworth from the vendor who created #BEACON ? Sec Robinson chooses her words carefully...explains had worked with that vendor for 5 years. Seen 5000% is not the fault of the vendor
"I think we're doing the best we can" says Robinson.
"The vendor I will say has worked around the clock with our state team" says Robinson.
Q: constituents who have to work 2-3 jobs to make ends meet, lose one, but can't get by "Is there anything in place that assists them or are they disqualified from further assistance?" Not automatically disqualified, says Robinson but threshold is $430 a week
Final Q&A: people miss calls when Dept Labor calls back because the #s don't show it's DOL...(noting everyone tries to avoid spam calls but don't want to miss their DOL call) Sec Robinson says that's something they'll investigate
Says team is told NEVER call back just once, make multiple attempts to get back to claimant.
BTW 396 people have tuned into the Zoom hearing by the Economic Matters Committee.
Del Charkoudian asks for specifics on phone call staffing. How many, how long to train, what would it take, etc.
150 "borrowed state employees" says Sec Robinson. Putting those on emails said Robinson. "We are hiring 100 employees" and have interviewed many "have begun training"
Robinson says the problem is that UI claims are technical and complex. Typical training takes 3-6 mos. Working with Accenture (contractor) but the dilemma is 50 new people a week is the max they can bring on.
With hiring efforts and training, they are trying to get to "more call lines than people trained"
Del Walker asks about how MD stacks up to other states (like neighboring VA) "I'm not an expert in every other state's programs" Sec Robinson says. "the vast majority--if not all states are facing similar issues" some states closed call centers, only electronic, etc
Repeats that MD is the only state (as far as she knows) with a one-stop unemployment claim center--some others have to go through one UI process only to face another.
Del Carey says is there a way to simplify the weekly cert questions to streamline the system? Sec Robinson explains there are a number of federally required questions "I do wish there was a better way"
Del Impallaria asks "When can we ramp it down?" referring to unemployment. "I think we need to put the pressure to get people back to work" Says need to reopen businesses. Del Davis says @GovLarryHogan should answer that at 5pm today. (Expected to talk about reopening plans)
Delegates say their offices are getting bombarded with calls from constituents who say they just can't get through to unemployment to get their claims through.
Now, @GovLarryHogan begins his news conference on #covid19 and the impact it's had in the state
"Maryland and the nation can now begin slowly....to recover" says @GovLarryHogan calls his a "safe and effective plan" towards recovery
Says his plan included 4 building blocks...
"Maryland has achieved the 14 day trend of plateauing and declining numbers"
Says "The rate of new deaths is also trending downward" says Friday, May 15 5pm "We will be lifting stay at home order"
Will move to a "safer at home public health advisory"
Starting 5pm Friday: retail stores, can reopen with 50% capacity with social distancing and masking
Encourages curbside pickup
Manufacturing with "guidelines" on safety precautions
Barbershops and hair salons can open with 50% capacity,
Churches can hold services, but urges outdoor services "Inside services permitted at 50% capacity or less" with masking and social distancing
Hogan says he assured county leaders that state will provide for "flexible, community based approach" allowing each county and community to address #covid19
Says 4 counties account for 70% of covid19 cases and says Prince George's and Montgomery Counties have indicated they are not ready
"Low risk does not mean no risk" says @GovLarryHogan saying that while he's relaxing restrictions, precautions should still be taken. Says people "should" wear masks. "Marylanders should continue to practice physical distancing"
If this first phase continues without another spike in cases, then the state could move towards Phase II of the governor's plan...but Hogan says #covid19 will be with us for a while...
Urges people to take responsibility and be cautious.
Says he wants to reassure anyone who fears state moving too quickly or too slowly, says all decisions are "fact-based and science-based"
Says moving ahead to Phase II depends on people being careful "If everyone goes crazy" he says, cases "will balloon again"
What about daycare? Says State Superintendent Salmon will have more on that next week (move towards reopening day cares)
