BREAKING: New state audit shows 93% of the 41.1 million calls to DWD unemployment call centers between March and June were blocked, or received busy signals.
Not even 1% of the calls were answered.
6.2% of calls were abandoned by callers.
The audit is being released a week after @GovEvers fired DWD Secretary Caleb Frostman over the state's unemployment claim backlog.
DWD submitted a response to the audit dated Monday.
@GovEvers Sen. Rob Cowles, who co-chairs the audit committee, says the most troubling finding in the audit shows DWD may have withheld information from his committee.
@GovEvers The audit shows the lawmakers received reports on "calls that were blocked, abandoned, and answered.
However, DWD did not report on the number of telephone calls that resulted in individuals receiving busy signals."
@GovEvers That means from April to June, DWD reported that 4.9 million telephone calls were blocked.
"However, we found that over this time period a total of 19.6 million telephone calls were either blocked or resulted in busy signals."
@GovEvers Audit also shows DWD contractually required one entity to provide at least 500 full-time equivalent staff positions in that entity’s call center, which began answering calls on May 20.
However, not until the week of July 19 were that many positions working in that call center.
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