Your Money: More unemployment answers

GRAND RAPIDS, Mich. (WOOD) - Be patient.

It might be easier said than done, but when it comes to interacting with the state unemployment insurance agency, patience is key.

Sharon Moffet-Massey of the agency joined 24 Hour News 8 on Tuesday to answer your questions. She stressed the importance of maintaining patience.

"After spending the bulk of this afternoon trying to get through online, and two hours this evening trying to get through via the phone line, I am frustrated, fed up and tired!" a participant wrote. "What more does it take, people? This underperformance is grossly unacceptable."

Answered Moffet-Massey: "Try to call later in the afternoon, between 5 and 6 p.m. Don't get too frustrated. Be patient. We are there."

To improve your chances of getting through, don't call at the top of your appointed hour. That is when the line receives the most calls. Instead, call between 20 minutes after your time starts and 20 minutes before it ends.

If you're calling to check your account, avoid the line on Mondays, which receive the highest volume of calls. Fridays are recommended.

If you're calling the general claims line - not MARVIN - try calling between 4:30 p.m. and 6 p.m. The number is (866) 500-0017.

"Why was I given unemployment benefits only to have them denied and then asked to return the money that was given to me?" wrote another participant.

If you have been denied, you have the right to appeal, Moffet-Massey said. If you omitted certain information or new circumstances arise, send everything you can into the office.

Another participant asked how to complete his job-search form properly. If he uses the Internet to apply for positions and sends out resumes and cover letters online, how should he fill out his form when it asks for the prospective employer's contact name and position? Most Web sites do not provide specific employees' names.

If you are sending your application materials to a Human Resources department, write that, Moffet-Massey said. Although specifying a name is preferred, generic descriptions will suffice. Give as much information as you can. Whomever you wrote your cover letter to would be the person or department to provide.