Nobody was ready for the pandemic and errors were inevitable. But most institutions have been able to adjust over the last 12 months.
Hawaii's Unemployment Insurance (UI) office was uniquely unprepared, and it wasn't only because of the increasing demand for their services. It's one thing for an institution to be understaffed during emergency situations. But it's magnified when the institution hasn't updated their computer system in decades.! Their database was based on a 1980's era computer system that wasn't meant for a 21st century world
learn more at https://www.civilbeat.org/2020/05/how-an-antiquated-it-system-failed-thousands-of-hawaiis-unemployed/
Understandably, the UI office was closed to the public when the coronavirus crisis hit our shores.
But over time, they should've been able to figure out how to accommodate the public, especially when dealing with clients who may not have internet access at home! Especially when almost nobody has the time or patience to call an overwhelmed call center!
But the most insulting excuse for not reopening the UI office to the public was the fear of angry clients coming in.
https://www.staradvertiser.com/2021/02/20/hawaii-news/state-makes-big-dent-in-jobless-claim-backlog/
And it’s unlikely that state labor officials will open their offices for in-person visits for people seeking additional help anytime soon, even though Hawaii is vaccinating essential state workers. The department’s director remains concerned that local offices would be overwhelmed by thousands of angry, unemployed residents, imperiling her employees’ safety.
This got me writing a letter to the Honolulu Star-Advertiser which got published in today's edition
The state’s unemployment insurance (UI) office remains closed to the public due to worries about angry UI applicants showing up (“Hawaii makes big dent in jobless claim backlog, but the call center remains overwhelmed,” Star-Advertiser, Feb. 20).
Well, what do officials think retail employees have been dealing with this whole time? They are confronted by angry customers all the time, yet the stores still open. Meanwhile, many unemployed people lack access to computers and are having their mental health affected by calling the UI phone that almost never gets answered.
Those people need in-person services. The UI office had months to plan how to install Plexiglass, implement social distancing procedures and hire security officers, all to assist unemployed residents who need assistance ASAP.
It’s time for the state to stop making excuses and start living in the real world everyone else lives in, and open the UI offices already.
Pablo Wegesend
Right after I emailed that letter, I realized I forgot to mention an important point: Continuing to keep the UI office closed to avoid angry people WILL ONLY CREATE MORE ANGER from the public!
People want solutions and they are tired of waiting! They are angry that they are out of a job, out of money to survive, and out of hope!
And even worse, THEY ARE ANGRY that the very people that are supposed to help them are unavailable!
THEY ARE ANGRY that they have to waste hours on the phone trying to call someone who might not answer!
THEY ARE ANGRY because they can't afford computers or smartphones to email their concerns, and THEY ARE ANGRY at this elitist snobbery that expects everyone to have the latest iPhone or iPad, nevermind that the reason they need help is that they have difficulty affording food and shelter, and therefore not even able to get the latest gadgets!
And most importantly, THEY ARE EVEN MORE ANGRY NOW because UI is running away from the people instead of running to help the people!
And the most important thing to know about anger is that if the problem is not solved, THAT ANGER WILL GROW AND GROW AND GROW! When that anger grows, it becomes very dangerous!
If the UI office had reopened to the public last November, that anger from the public would have calmed down by now!
Had the UI office reopened last November (let's say the 2nd of the month, since it was a Monday), yes the first few days would've been rough with the angry clients. But after a few weeks, more people would've had their issues resolved, and therefore less angry people coming in. The amount of angry people will be less than before. Things would've been a little more chill by now (late February 2021) had the UI office reopened months ago!
But because the UI office insists on being closed, the anger among the people will continue to grow, bringing in more rage once the office actually opens!
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And get this, almost every other institution adjusted to the new reality. I currently work at a fashion retail store, we had to adjust our ways. We implemented social distancing measures, we implemented outbreak prevention measures (for example, I'm the one who wipes all the high-touch points throughout the store), we implemented curbside pickup, we accommodate delivery workers from DoorDash, we do returns/exchanges in one location, and much much more.
Do we get unreasonable angry customers at times? Definitely. We've seen entitled customers having a meltdown over simple requests for identification, being notified that we ran out of gift boxes, and even requests to follow covid-19 guidelines. But because we have been open for months, most customers are chill because we don't fear dealing with their issues in person, we embrace dealing with their issues in person. And many times, the customers leave the store happier than they were when they came in.
One thing that the UI office needs to learn is this: We can't run away from our problems all the time. Time to stop being scared, start being brave, and start working with the people!
