Individuals may contact the Maryland Division of Unemployment Insurance at 800-827-4839 to inquire about eligibility, file new claims and ask unemployment-related questions. I called to ask what a person who recently moved to Maryland needs to do to file an out-of-state claim for unemployment insurance. The voice response system greeted me with “Good afternoon, Maryland Division of Unemployment Insurance,” followed by “Press 1 for English or 2 for Spanish.”
Like many voice response systems, there is a menu of options callers may select by pressing a corresponding number. The system told me to press 1 for information about new claims, 2 for payment information, 3 for information on filing a claim and for hours of operation, 4 for overpayment, 5 for an agent and 6 to reset a PIN. The system also offered the option of visiting the organization’s website for 24-hour assistance. The system informed me that I could access all services through the agency’s online Beacon app, including filing for benefits and completing certification to request weekly payments.
After listening to the system’s choices and pressing 5” the automated voice told me to hold to speak with the next available agent. It took only a few seconds for the agent to answer. The agent welcomed me to the Maryland Division of Unemployment and identified herself by first and last name. I asked her how an individual laid off in another state who recently moved to Maryland could apply for unemployment benefits. She answered the question promptly, saying the person should file in the state where the employer pays unemployment taxes. Once she responded to my question, she asked if I needed help with anything else. In closing the call, she thanked me for calling and told me to have a good day.
I was pleased with how simple it was to get help through the Maryland Division of Unemployment’s customer service number. The menu didn’t include too many numbers to press before getting assistance from a human, so that was a welcome difference from many of these automated systems. I didn’t need to listen to endless background music with automated voices interrupting to tell me that my call was “important” and to stay on the line for the next representative. It was surprising that I could speak with an agent so quickly. Budget shortfalls often mean state agencies have fewer people to answer customer calls. However, based on my experience, this agency handles calls efficiently.