I called the New York Department of Labor’s 888-890-5090 number, assuming I could ask a general question about applying for benefits; however, this is a customer service number for employers. Employers with questions about individuals receiving benefits for which they do not qualify can call this line for guidance.
The automated voice response system greets a caller with, “You have reached the Department of Labor employer line.” The system tells individuals expecting help with claims to hang up, call the claims center, or sign in to their NY.gov account and click on messages for information.
Employers call this line to learn how to report issues such as an employee getting benefits when they refuse work, quit a job voluntarily, or work while getting benefits. The system explains which forms to complete and provides instructions for submitting them. I learned that employers must submit any protests regarding the misconduct of persons who receive unemployment benefits in writing.
Due to COVID-19, the system indicated that there may be delays in response times. The automated system recommended that employers not send duplicate information and explained that any documents already sent would be reviewed. The system also provided instructions for emailing or faxing inquiries and told me I could find up-to-date information at www.labor.ny.gov.
Although the system mentioned delays due to COVID-19 and the paycheck protection plan, the pandemic has been over for a while. I wonder if the automated message needs updating. On the other hand, there may be a backlog of inquiries about pandemic-related claims.
Unlike other systems, this one did not present the usual menu of numbers to press for assistance. The voice explained how to get help and provided a number to call for additional information. After giving the instructions for what to do and where to seek help online for issues, the system advised me to press “1” to repeat the information. After a brief pause, the automated voice thanked me for calling the New York State Department of Labor, and that statement ended the call.
There was no option to speak with a customer service representative during this call. The voice response system offered a comprehensive list of instructions. However, I can see how that could be frustrating for an employer with an inquiry outside of what the automated system covered. Since the system provided numbers to call regarding eligibility issues and for additional information, there are likely opportunities to speak with an agent, just not at this customer service number.