Massachusetts Unemployment Agency Says Improvements Underway After State Audit Finds Failures

State audit faults Department of Unemployment Assistance on hold times and delayed benefits

Customers kept on hold, delayed first benefit payments and mismanaged complaints are among the issues discovered in an the audit. In its response, the Department of Unemployment Assistance said the "performance challenges" were attributable to a roughly $11.8 million decline in federal funding.

Massachusetts unemployment system still falls short

Massachusetts’ unemployment s ystem still misses federal standards, with audits citing long waits, poor communication and delayed benefits.

State audit faults state’s unemployment assistance department on hold times and delayed benefits

1 in 4 callers had to wait an hour or more for a call center agent or automated voice prompt to respond.

Mass. audit faults DUA on hold times and delayed benefits

Boston, MA – November 8: Newly elected Massachusetts State Auditor Diana DiZoglio speaks to attendees of the Massachusetts Democratic Partys Election Night in the Grand Ballroom at Copley Hotel. (Photo by Erin Clark/The Boston Globe via Getty Images)

Massachusetts unemployment agency says improvements underway after state audit finds failures

A new audit found the state's unemployment assistance struggled with customer service during a two-year review period. Agency officials say many of the issues have been addressed including reduced call wait times.

Audit Finds Widespread Mismanagement at Mass. Unemployment

A state audit found long call wait times, mishandled complaints, and unlawful gaps in service at the Massachusetts Department of Unemployment Assistance.