Press Release: State Labor Department Announces More Access To UI Claimant Support, Next Town Hall Series

(DENVER) - Today the Colorado Department of Labor and Employment (CDLE) announced a number of new customer service tools for unemployment insurance (UI) claimants including expanding an online callback request function, on-site help via appointment scheduling and a new how-to video series.

“Colorado has been able to successfully process claims and pay benefits for nearly 500,000 people since mid-March and has been making weekly improvements to customer service options,” said Joe Barela, Executive Director of the Colorado Department of Labor and Employment. “However, there are some issues which either require staff assistance or, for some claimants, talking to a person provides an added layer of assurance on their claim. For these individuals, we hope these new expanded tools will help them get in touch with our staff or provide better access to answers to their questions.”

Many of the new enhancements address the most frequently asked questions coming into the claimant call center including backdating claims, how to request payment and questions on returning to work.

Among the new services:

New claim backdating form - now live
Beginning today, claimants who have to request a backdate on their claim and request corresponding backweeks of benefits may submit a “Request for Backdate” through an expanded online form at coloradoui.gov under “Returning Claimant”

New “how-to” video series - now live
Some of the most frequently asked questions will now be addressed in a video series. The first videos launched today: "Get Paid - Regular Claim", "Get Paid - PUA Claim" and "How to Know Which Claim" walk claimants through the fundamentals of which benefits they should apply for and how to get the benefits. One of the most commonly encountered issues is claimants not understanding their benefits do not automatically appear, they must request their benefits either weekly or biweekly by certifying they are still unemployed. The next video series will include “Returning to Work” and “Common Claim Issues.” All videos can be found at coloradoui.gov and Spanish versions will be available soon.

UI Virtual Town Hall Series, part III - Friday, May 29th at 9:15 AM (English) and 11:30 AM Spanish
The third “UI Virtual Town Hall” will take place tomorrow, Friday, May 29th, and discussion topics will include out-of-state wages and claim delays, returning to work, exhausted benefits, how to get paid and backdating/requesting backweeks. The UI Virtual Town Hall Series has had more than 40,000 participants to date. Previous Town Hall recordings in English and Spanish are available online

English Town Hall at 9:15 AM - Town Hall Registration Form (English
Spanish Town Hall at 11:30 AM - Registracion para el Ayuntamiento Viertual (Español)

Better call center access 
The Department is exploring a solution to add a virtual agent functionality, which will allow for customized, claimant specific customer service to address many of their claim needs. This will be done in concert with a more robust call center call back scheduling functionality to promote more equitable customer access to services.