How Texas Workforce Commission is Failing Texans

Texas Workforce Commission Site Down

First let me explain my current experience with Texas Workforce Commission, also known as TWC. I was laid off in October 2019 and immediately applied for benefits. I've been laid off before and it usually took approximately 3 months to find a new position. Every single time it was a better position with more income. I expected to have a job by February. It was almost true. I was in the final rounds at 2 different global companies and both of them called to inform me that the position was on hold for 60 days due to Coronavirus.

In October there was a huge shift in our income due to the lay off. 4 weeks of unemployment benefits doesn't pay our mortgage. We cut back on a few things but it wasn't a huge deal. I could keep searching for a new job that was the right fit. We did dip into savings but things were fine.

It was okay because my husband, a hair stylist of 20 years, was still working. On March 20th the Governor of Texas closed salons to anything but retail sales and as of April 1st ordered all salons closed and any work banned. No home visits permitted. Our income sources were depleting.

Massive amounts of people getting laid off. Businesses closed. Salons, dining rooms of restaurants, movie theaters, amusement parks, retail and more. Thousands of people are flooding https://www.twc.texas.gov/ and calling 800-939-6631.

In October I believed the system was horrible. The experience is confusing and I'm a tech savvy person. I can't image what non-technical people are feeling. Long hold times before Coronavirus. I'd find myself on the phone for 30 minutes just waiting for a human and when they finally answered it was usually one simple question and my issue was resolved. A friend of mine was on hold for 72 minutes the other day. She was lucky because her call was actually answered.

How has Texas Workforce Commission failed unemployed Texans and how can it be fixed?

• The correspondence is very confusing. When you select electronic correspondence it is simply TWC adding copies of paper letters in PDF form into your account. There is zero way to respond to them. You must ALWAYS call if you have a question. Sometimes these documents are 10 pages long and impossible to understand. Keep is simple. What do you need? Ask for it. Once sentence. Not 10 pages.

• The web pages are loaded with information that is challenging to decipher. They need a website redesign with less text and point people directly to the most important pages.

• Confusing processes. To apply for benefits you are sent to 3 different pages before you actually find the page to apply. You are directed to a pdf explaining benefits, then another page with even more information and then finally reach the page to apply. You are prompted to create a log in, then accept electronic notifications, THEN you can actually apply. The application is 20+ questions and you still do not know if you are eligible to receive benefits. If you are lucky, you will automatically be approved receive benefits within 24 hours. However, in my husband's case, as a hair stylist, they stated "we need more information please call." Minimize all of the nonsense. Right now you should be approving everyone and asking for information later. Especially if your website and phones are overloaded.

• The log on button is hidden. It is not on the home page of TWC. Even if you google log on for TWC it sends you to a page with 10+ links and one of them says logon. Click logon and it directs you to another page with text and on the 3rd page you are actually able to get to the logon screen.

• The servers and pages time out. Add more servers. The website should never crash. Ever.

• Phone is busy or sends you to a recording that says "we are unable to tak your call." Add work from home reps to monitor email and live chat. There should be 24 hour phone assistance if you are asking people to call you to receive benefits.

• Required information is unclear. Be more specific in what you want from people if more information is requested. Calling the teleserve phone number is ridiculous. We've been calling for 3 days from 7:30am to 6pm and it is either a busy signal or a message that says "we can not help you right now, please go to our website." I would highly recommend asking the people for what you need through the electronic communication system instead of saying "we need more info, please call." What information do you need? Just tell me.

I'm thankful that I'm already in the system receiving money no matter how small of an amount. I experienced some roadblocks understanding the system, the website and the process. I know I'm not the only one. I see a huge opportunity for the state of Texas to improve the system. I also see an opportunity for a tech genius to come in and save the day.

Other ways to improve the system:

• Create a TWC app specifically for unemployment benefits.

• Allow the option to set reminders in the system to email or text when it's time to request payment.

• Implement a live chat or an email system within the accounts outside of a phone call to resolve questions.

I hope and pray that we are all able to move back into our jobs by May and this overload on the system subsides. It still needs a huge overhaul to deal with the worthless steps and lack of clear communication. Lets do this Texas.