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DETR's new unemployment call center can only answer general questions

Posted at 9:25 AM, May 01, 2020
and last updated 2020-05-01 15:51:05-04

LAS VEGAS (KTNV) — Nevada’s unemployment office has been overrun and overwhelmed by the record number of people filing claims.

It responded to the flood of complaints by opening a new call center, but in many ways that’s only fueled more aggravation.

RELATED: Unemployment frustrations continue despite new call center

13 action news got some more clarity on the call center…

DETR confirms the call center operators are only assisting with general information calls that don't require a trained unemployment insurance agent.

They cannot address specific claims. Specific questions can only be answered by representatives of DETR.

DETR says it’s hiring and re-purposing employees as quickly as possible and the call center helps provide an additional layer of support.

The name of the company running the call center is Alorica, an international company with offices in Las Vegas.

Many of the 100 new call center employees are local, but not all, so there’s no guarantee your call is being answered in Nevada.

DETR also says it’s working to finalize a Pandemic Unemployment Assistance Portal.

The call center helps provide an additional layer of support by answering general questions, not specifics.

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