LAS VEGAS (KTNV) — Nevada's unemployment system launched its new upgraded services two weeks ago on July 7, but several locals tell Channel 13 they're still having issues getting the money they rely on.
“I’m hoping they get my payment processed as soon as possible," said North Las Vegas resident Renea Parks.
Hearing locals' concerns about DETR: We follow up with those experiencing payment delays
Parks has been unemployed since May when she accepted a buyout from the healthcare company where she worked. I asked her how much the buyout was worth.
“About $6,500 to $6,700," Parks said.
That money is now gone, though. She says that after a dispute with her former employer regarding documents, she didn't start collecting unemployment until June 28, when she received her first unemployment payment of $604.
Two days after her first payment, on June 30, the Nevada Department of Employment, Training and Rehabilitation's unemployment insurance system went dark to modernize. Channel 13 chief investigator Darcy Spears warned viewers about the planned outage, from June 30 to July 7, and continues to hear from those who've been impacted by the change.
A lifelong Henderson resident reached out to Darcy Spears to share her experience with DETR:
Representatives from DETR told Channel 13 this project was meant to create a faster, more reliable and more modern way to manage unemployment claims. However, during the outage, claimants were unable to access anything online — or anybody on staff at DETR.
Once the system went back online, on July 7, claimants were required to create a new login. Several locals tell Channel 13 they had to wait for an identification verification code before receiving any money.
Parks says she created the login on July 7, but still hasn't received any of her weekly payments of $604.
“I’m still waiting on payments from the 7th on, so that would be three weeks," Parks said.
Following up: After the upgrades, locals say the system looks better and is easier to use — but many remain in limbo:
Like Parks, dozens of you have emailed us since DETR's online update, many of you telling us you created the required new login and have waited weeks for ID verification.
Channel 13 reached out to DETR to ask about the struggles several locals have brought to our attention. We were sent the following statement:
“DETR remains committed to helping all claimants through this transition. The team has identified a couple trends with calls in: the most common question asked is 'how to log in.' The second is 'how do I do a weekly certification.' These two questions are some of the first videos we prioritized and completed for users. We urge claimants to use these resources, so they can troubleshoot without having to call, allowing our team more time with users navigating complex issues. As more users successfully log in, call volume is anticipated to decline with regards to these inquiries.”
In a separate statement addressing locals' concerns about delayed payments, a DETR representative wrote that, "After verifying identity, if the individual is eligible, they should receive payment within 72 hours after completing their weekly certification."
Parks tells me she received her ID verification Saturday, which means she should get her money on Tuesday, at the earliest. She says it's much needed, telling me she estimates she has just two to three days before her bills come due.
She's already had to ask for extensions for energy and gas bills and is looking to see if she needs to file for an extension on her car insurance, too.
While she waits for her payment, Parks is asking why this process is taking so long.
“What was the reason for having to re-approve my identity when it was already done previously?" Parks asked.
Channel 13 reached out to Gov. Joe Lombardo's office for a comment on some of the issues locals are facing right now.
"When I took office, fixing DETR was a top priority of my administration, and I immediately appointed a new director," Lombardo wrote in a statement. "Over the past two years, we cleared the pandemic backlog, reduced the DETR vacancy rate to under 10%, and have modernized internal DETR processes and systems. DETR is more prepared than ever to serve Nevadans efficiently and effectively."
In part, the governor's office claims "all DETR backlogs are completed," and the department's vacancy rate is now 8%, which it says is down from 35% when Lombardo took office.
If you have questions or concerns for DETR, share them with us by emailing 13investigates@ktnv.com. Department leaders are expected to address the recent changes at a press conference at 11 a.m. Tuesday, and we plan to bring your questions directly to them.
13 Investigates