This number will connect you with the New York State Department of Labor Contact Center. This is the line you call when you're looking to troubleshoot issues with your online account. Common reasons to contact this number include changing your information on file, including a phone number or address. You can also get help accessing your online account and reporting issues with receiving your benefits. Finally, this office can assist if you have a question about your employment insurance claim that can't be answered online.
If you are calling to file for unemployment benefits, you will be asked to call a different number. If you're looking for advice about the claims hearing and appeals process, you'll be asked to contact the Claimant Advocacy Office.
This line is open between 8:30 a.m. and 4:30 p.m. EST between Monday and Friday. It's closed on all state and federal holidays. If you call outside of business hours, you will be asked to call back during hours of operation. There's no option to request a callback or leave a message if a representative is not in the office to take your call.
Once you connect, you will be asked to select your preferred language. You should have information about your online account ready to go, as you will need it to proceed with the call. You'll be asked to enter some basic information, including your claim number and Social Insurance number. There's a straightforward menu that will help direct your call to the appropriate department.
After entering my information, I was placed on hold for a little over 20 minutes to wait for a representative. While I waited, a recording provided answers to common questions and advice to people who are having trouble accessing their NY.gov online accounts. When I was connected, the agent was friendly and easy to understand. They were knowledgeable about the website, able to help me navigate it, and happy to help troubleshoot issues accessing an online account.
The call center staff was based in New York and did not seem to be reading from a script. When I asked a few questions about New York's labor laws, it took them only a few seconds to pull up the necessary information. Overall, the representatives were well-organized and efficient in locating the answers I needed. They were also able to direct me to the appropriate place on the website to log in or create an account.