Memo on Unemployment insurance claim delays and general backlog
Statement by State Senator Jamie Eldridge
Memo on Unemployment insurance claim delays and general backlog
November 10th, 2025
As the State Senator representing 12 municipalities in the Middlesex and Worcester District, my team and I are committed to addressing the concerns of working families. We carefully review every instance of constituent outreach we receive. Recently, many of you have reached out—by phone, email, and through our online Constituent Services request form—about ongoing challenges with unemployment claims.
I understand the frustration caused by significant delays in processing, disbursing benefits, and the lack of responsiveness from the Department of Unemployment Assistance (DUA). I feel strongly that the state must do better to ensure working families can access their unemployment benefits. I am committed to working with the Executive Office of Labor and Workforce Development (EOLWD) and DUA to share the overall user experience and concerns of my constituents.
This memo provides an overview of recent updates from the DUA, as well as information on casework updates, trends, and helpful resources from my Constituent Services team. If you are experiencing issues with a pending unemployment claim, you can submit a request directly by completing this form.
DUA – Modernized Unemployment Services System Updates
In May 2025, the EOLWD and the DUA launched the state’s new and modernized Unemployment Services System for claimants seeking unemployment insurance (UI) benefits, as part of the DUA’s multi-year Employment Modernization Transformation (EMT) project. The first phase of the EMT project launched in September 2023, providing employers and third-party administrators (TPAs) with improved functionality for managing unemployment services online.
Beyond the new online Unemployment Services system that launched in May, the DUA has made additional changes that have coincided with this phase of the project including: co-locating DUA staff at MassHire career centers regionally, enhancing program integrity efforts to increase fraud prevention and detection, and improving DUA’s online presence. To increase responsiveness, the DUA also added a total of 140 new agents to the DUA call center leading up to May.
Following the introduction of the new online system, the DUA began piloting a 3-month pilot program in August to make claims processing more efficient and strengthen overall operations. With the introduction of the pilot, current phone hours are adjusted to Monday through Thursday, 8:30 a.m. to 4:30 p.m. On Fridays, DUA staff are prioritizing processing claims and working on other outstanding customer requests, which is why they are not taking calls or communications from Massachusetts applicants.
At the end of October, the EOLWD and DUA shared updates with my team and my legislative colleagues regarding the three-month pilot program that began on August 1st. According to their data, since the start of the pilot program, the following metrics have been met:
Decrease of open work items by 42%
$183 million in benefits paid to 62,683 individuals
63,621 calls handled
Average call wait time: Between 7-12 minutes
1,988 individuals received in-person help through the Boston Re-employment Center and new resources provided by DUA at MassHire Career Centers.
Updates from Sen. Eldridge’s Constituent Services Team
Between August 1 and October 31, my office received 49 Constituent Services request forms from constituents with pending applications for unemployment benefits. Out of those 49 cases, 38 cases have been successfully resolved. While some cases may take longer to resolve due to specific issues (i.e. determination appeals, pending appeals hearing, and ongoing eligibility review), my office is here to guide constituents through every step of the process.
We are actively working with the DUA to request updates on pending claims and provide advocacy. We also recognize that unemployment can lead to additional challenges—including food insecurity, housing instability, and health insurance disruptions. My team can help connect you with community-based organizations, state agencies, and other resources to help ease the burden during challenging times. For more information on resources, you can also visit the General Resources page of my website.
For more information on unemployment insurance, you can visit the following DUA links:
Remember: If you are waiting for a determination on your claim, you must certify weekly—submitting a claim each week you wish to receive benefits. Begin certifying the week after you apply, even if your application is still under review.
A huge thank you to constituents who contacted my office, and provided detail on what they were experiencing with the Unemployment Insurance system, which helped shape this memo. If you have questions or need further assistance, please be sure to submit a Constituent Services request form here: Senator Jamie Eldridge Constituent Service Request.
Sincerely,
Jamie Eldridge
State Senator
Middlesex & Worcester District