The system was set up for failure. The database systems were so outdated and old. Management was overwhelmed which was understandable, but as a new hire, we didn't get answers to our questions as we're trying to resolve claimants' issues. A lot of other reps gave inaccurate info to claimants and caused more confusion and issues. A lot of issues went unchecked and the next rep who answers the phone had to bear the burden of trying to fix all the problems that other reps had created. Management kept insisting on answer X amount of phone calls each morning and each call shouldn't last for more than 10 minutes. You're talking about confused and extremely infuriated claimants who had no idea what's happening to their claims. Their issues were so complicated and so messed up; it was uncommon to take months and months to fix the issues. Among many problems, just a handful I can share are: 1) there were changes in policies almost every day--no one could keep up with current policies even managers and staff weren't allowed enough time to digest the info since we were always on the clock and got dinged for not being on the phone for even a minute. We couldn't take the time to catch up on the emails and our questions didn't get answered! or when they did, we were told us different answers; 2) reps didn't get help/support they needed to properly do their job. We were just left to our own devices and always told to look at the manual. The manual cannot explain all the specific and complicated issues claimants were facing! ; 4) system was so old and not equipped to handle all the data processing. During the first half a year or so, when I filed claims, 99% of the time I felt like I was filing claims for fraudsters. It was pretty clear they weren't legit claimants with rightful work histories. We're still told to follow the protocol which was -- just file the claim as long as their answers hit the right boxes. Well, EDD website told people what the "right" answers were, so of course people will hit the right boxes! We just wasted so much time, energy, and tax payers' dollars on fraud cases then we lacked capacity to help the legit claimants. May be it wasn't all EDD's call, but as an EDD employee, it was so brutal and scarring to get slammed by the work, deal with claimants' demands and complaints, and to be treated like machines that we couldn't even take a break to use the bathroom without being asked, "why aren't you on the phone?"
