Oct. 27, 2025 | Issue 68

Unemployment benefits call center hours change to address claims backlog

The Employment Security Department, as part of a 90-day pilot, is adjusting unemployment benefits call center hours to focus on processing the growing number of claims and get customers paid more quickly.  

As noted in Employment Security’s Oct. 16 press release, demand for unemployment benefits continues to rise with private-sector layoffs, seasonal workers applying for benefits, the federal government shutdown and claimants staying on unemployment longer. 

Beginning this week, you can call the unemployment call center with questions about claims at these times: 

• Monday, Wednesday, Friday: 8 a.m. to 4 p.m. (normal hours). 

• Tuesday and Thursday: 8 a.m. to noon (adjusted hours). 

From noon to 4 p.m. on Tuesdays and Thursdays, all customer service representatives will focus on processing claims to get people paid more quickly.

No change to unemployment tax office hours

Our tax accounting team continues to be available during regular business hours. We are here if you need help with your employer tax account, voluntary coverage, power of attorney, professional employer organizations, address changes or other business updates.

Why the change in unemployment call center hours

As explained in the Oct. 27 news release on our website, Employment Security is currently adjusting call center hours for several reasons: 

• Unemployment claims typically grow between October and March when seasonal workers are temporarily laid off. It’s the busiest time of year for unemployment. 

• Ongoing unemployment claims are 20% higher than last year. 

• By adjusting call center hours, customer service representatives can focus solely on addressing the claims backlog during Tuesday and Thursday afternoons. Blocking Tuesday and Thursday afternoons allows staff to do more follow-up and customer outreach to resolve questions or issues that may delay paying benefits. This also includes outreach to employers when we have questions about separation reasons.

Please share the news

We are notifying current claimants about this change. We are also letting them know that some automated unemployment claims messages from Employment Security may still mention different hours.

You can always find current hours on the contact page of our website.

Please share this update about call center hours with any workers who may need to apply for unemployment benefits. We also encourage you to share this helpful flyer (PDF, 156KB) or print and post in a visible spot at your workplace.

Please reply quickly to requests for separation information

The decision to allow or deny benefits is based on the information we receive. That's why it is so important that you as an employer provide your information about an employment separation in a timely manner.

After a worker applies for unemployment benefits, we send a Request for Separation Information (RSI) to their former employers. Employers must review the worker's job separation information and provide more information as necessary. Read about this process on our website.

If you don't respond by the date in the notice, we will make a decision based on the information we have. These benefit payments may impact your experience rating. 

Disputing an unemployment claim

Let us know if you think we should deny your former employee's claim when you respond to the RSI. How quickly you respond affects what we will do:

• If you respond within 10 days, we will reconsider whether to give the person benefits.
• If you respond within 11 to 30 days, we will decide whether the person needs to pay back any benefits.
• If you respond more than 30 days later, you will need to file an appeal. Learn how to file an appeal on our website.

Share and subscribe

This monthly “Employer Newsletter” contains information important to Washington employers. Please stay on our mailing list!

If someone else from your business is a more appropriate person to receive it, you can unsubscribe yourself and resubscribe with that person’s email address.

You also can share this email with others who might be interested.

Find past issues in the archive on the Employment Security website.