State to launch new unemployment benefits call center

HONOLULU (HawaiiNewsNow) – The state’s jobless benefits system is getting a much-needed overhaul on Monday.
The Department of Labor and Industrial Relations (DLIR) plans to launch a new unemployment insurance call center with dedicated lines for each of its services, including regular claims, fraud and identity theft, Pandemic Unemployment Assistance (PUA), and employer services.
DLIR say its system will be easier to navigate and callers will be able to hear information in several languages and request free translation services.
The revamp comes as DLIR works to replace outdated technology, improve customer service, and increase support for immigrant job seekers and beneficiaries who may be qualified but have limited English proficiency.
“That was one of the challenges that we had during the pandemic. People complain because they had issues about language access,” said DLIR director Jade Butay.
DLIR also plans to launch a more user-friendly web inquiry form on December 19th.
“We have Ilocano, Tagalog, English, Chinese, Japanese, Vietnamese, Korean, Spanish. But it will also include Marshallese and Chuukese. And basically it will improve the email inquiries, make it more easy to navigate,” Butay said. “This is an interim step to the modernization that that we’re doing right now. So be patient.”
The agency is also hiring for dozens of vacancies and hosted a Job and Resource Fair on Friday, its first major recruiting event dedicated to its divisions.
More than 100 job seekers attended the event to learn about opportunities and services, including job-seeker Jim Westphal, 61.
“I’ve been looking for a job for a few months and not having much luck and I got a a text message that said this was going on so I just ran down,” said Westphal, who is considering a career change, after many years in construction. “I got to pay bills.”
Compensation has been a challenge to filling vacancies, but Butay hopes benefits and stability will attract applicants, from admin assistants to auditors and even the state’s first fire marshal.
“I’ve been through this a few times and it’s just a challenge, but I trust God to get me where he wants me,” Westphal said.
The state UI call center can be reached at 808-762-5752 or toll-free at 833-901-2272. Visit labor.hawaii.gov/ui for more information.
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