New Oregon unemployment insurance claim site hitting more snags 2 weeks after launch

PORTLAND, Ore. (KOIN) — People using the Oregon Employment Department’s new unemployment insurance (UI) benefits website say they are still having problems after it launched earlier this month. 

Frances Online, the site that went live on March 4, was designed by OED to make UI filing easier for people. While many say it is pretty user-friendly, some hit a snag when they need to call about something using their helpline (877-345-3484) and can’t get through.

Some have reported waiting for hours on hold — only for the call to get dropped — or it won’t go through at all.

"I called the unemployment line, which was the only full number you can find, and it was a three-and-a-half hour wait. I don't know who can sit online for three-and-a-half hours," Leonna Small, a UI claimant, told KOIN 6 News. 

OED said they were prepared for an increase in calls after Frances Online launched. They even hired 40 temporary employees to elevate the burden. They said they are waiting on the State of Oregon for more funds to help with their staffing issues. However, that could still be months away. 

“The bottom line is that we are committed to getting the calls answered as quickly as we can so that people don't have to wait long,” said David Gerstenfeld, the director of OED. 

KOIN 6 News even tried calling the helpline and instantly got a busy signal and couldn’t get through. OED is encouraging people to try and find solutions online to lessen the number of calls.