GRAND RAPIDS, Mich. (WOOD) - Michigan’s Unemployment Insurance Agency tells 24 Hour News 8 that it’s experiencing an “unusually high” number of calls to its MARVIN system.
The MARVIN system is the toll-free number recipients use to phone in their bi-weekly unemployment claims and ask questions about their benefits. The agency said its Problem Resolution Offices are also seeing high traffic.
24 Hour News 8 questioned the state after receiving calls and emails from frustrated recipients.
UIA officials said the system is working “fine,” but several issues are contributing to the high call volumes and long waits.
“Unfortunately, the same time that the new computer upgrade went live (Oct. 1) was also the same time the agency received a mass of new federal employee claimants trying to access the agency to apply for benefits due to the federal shutdown,” explained Melanie Brown, a spokesperson for Michigan’s Licensing and Regulatory Agency, which oversees the UIA.
In addition, Brown said the agency is getting calls from recipients whose benefits were reduced Oct. 1 due to new sequestration cuts.
The computer upgrade itself is also prompting calls. Browns said recipients are asking questions about self-serve options like password resets, which have changed from the old system.
Brown says MARVIN received 45,229 “call attempts” before noon on Monday alone. That’s compared to 33,305 for the same time period last Monday. The average call wait time was 19 minutes.
“During times of high call volumes, the best way to contact the agency is through the UIA website to sign up and log in to MiWAM to review their UI account,” Brown said.
“Through MiWAM, customers can also inquire about their individual accounts directly to the agency.”
Brown said UIA has published a toolkit on how to use the new system online. You can find it by clicking here.
In front of a festive downtown crowd at Rosa Parks Circle.
Two people were taken to the hospital after one vehicle crossed the center line, causing a head-on crash in Ada Township Friday night.
The bill was drafted after Jessica Heeringa was abducted from her job in April.