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Head of Oregon’s employment department apologizes for poor customer service

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Head of Oregon’s employment department apologizes for poor customer service


PORTLAND Ore. (KPTV) – Oregon’s unemployment system got an upgrade this year. But for many people using it, the technology is more of a pain than a gain.

We’ve heard from dozens of you about long hold times and an inability to reach anyone on the phone to discuss a claim.

FOX 12 investigative reporter Ezra Kaplan looked into the issues with the system and found the problems go back years.

The Oregon Employment Department’s new software was supposed to make it easier to file for unemployment claims. When a claim is simple, the system works great. But getting a problem resolved can mean a serious headache.

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Over the past two months Makela Karisa developed a weekend routine.

“So every Sunday we’re to go online and file a weekly claim, which is what jobs we’ve look for,” said Karisa. “Well, that link to do that has never worked. So if you missed filing on Sunday you have to call.”

But getting someone to pick up a phone call? Good luck.

“So calling looks like this,” explained Karisa. “You dial redial for 30 minutes because the whole day minus queue is full. Then you wait another three to seven hours.”

One time she made it through to a manager.

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“She’s the one that said, ‘I’ll call you back at 2:30 with a solution to your website issues,’ and it’s been six days. I have not heard back from her,” said Karisa.

Oregon’s unemployment insurance has been going through a major technology upgrade over the past few years.

During the pandemic, the seriously outdated software the agency used couldn’t keep up with the volume of claims or the various new federal programs.

SEE ALSO:

Oregon’s third largest county has been denied funding for their drug deflection program.

That’s where Frances comes in.

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With a price tag of $106 million and more than a decade overdue, the new software program is the same system used by the new Paid Leave Oregon program.

The promise to tax payers is an easier experience.

“So basically I’m stuck in a reoccurring loop or I can’t get any closure or any help and there’s no way to escalate and I kind of would like my money,” said Karisa.

Employers in Oregon pay into the unemployment insurance trust fund on their workers’ behalf.

“How does that feel, knowing that this is money that you’ve paid into?” we asked.

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“It feels like theft. It feels like fraud. Because they won’t let me talk to anybody higher up to get resolution, what is my hope? I’m just going to go up the government food chain until I can find somebody that will help me,” said Karisa.

We decided to take her complaints all the way up the food chain to David Gerstenfeld, the director at the Oregon Employment Department. With about 450 employees, the agency handles a huge volume of claims.

“We’re getting, depending on the time of year, maybe, and even with pretty low unemployment, 30 to 35,000 people a week that are claiming benefits,” said Gerstenfeld.

What’s clear is that they need more human beings to process complex claims and labor costs money.

During the 2023 legislative session, Gerstenfeld asked the state legislature to increase funding for the agency. But even with the prospect of losing pandemic-era federal funding, legislators balked.

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They finally approved funding this year for about 70 new hires.

SEE ALSO:

Mult. Co. Vega Pederson said on Wednesday that local officials were united in their response to drug recriminalization, but without city leaders backing her up.

As of June 30, 75% of all claims were paid out within three weeks. That’s a significant improvement from April, when only half of those who applied got their payment in a timely manner.

But Gerstenfeld acknowledges, his agency has fallen short this year.

“I am very sorry, and our employees are sorry, the people work here I mentioned before, because we’re here to help people, and we know that it’s frustrating and it’s really frustrating and painful for us to know that we’re not able to meet the need,” said Gerstenfeld.

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There are a lot of folks out there wanting more than just an apology.

From Reddit threads to Facebook groups, thousands of people are trying to navigate the system that’s supposed to support them while they look for a new job.

This story does have a happy ending, at least for Michaela.

One day after I interviewed the head of the department of employment and asked about her case, she suddenly had her benefits paid out.

They even said that they would be calling on Monday to make sure she was able to file.

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How Wisconsin Badgers logistically pulled off extended West Coast trip

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How Wisconsin Badgers logistically pulled off extended West Coast trip


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  • Wisconsin has taken time zone changes into account when planning West Coast trips like the recent one to Oregon and Washington.
  • Oregon and Washington were ‘super hospitable’ to the Badgers when they were traveling from Feb. 23-28.
  • Wisconsin’s Lindsay Lovelace and Eli Wilke have done a “really good job” in their operations roles.

SEATTLE – Wisconsin men’s basketball’s day that ended with a resounding 90-73 win over Washington did not exactly have a resounding start.

After loading the bus at the team’s downtown Seattle hotel before the Feb. 28 game roughly four miles away at Alaska Airlines Arena, there was a slight issue.

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The bus broke down.

But the Badgers had another bus and were only delayed “maybe 10, 15 minutes at the most.”

“All the managers and everybody moved all the bags onto the other bus,” said Lindsay Lovelace, Wisconsin’s assistant director of basketball operations. “So thankfully we had that second bus, and then the bus company did a really good job of getting us another one really fast.”

Wisconsin’s quick pivot was part of the extensive efforts that have gone into an extended road trip like what the Badgers recently concluded against Oregon and Washington.

“Knowing where we’re going, we reserve flights in July and August,” Lovelace said. “Once we finalize game times and stuff, then we can finalize our flight times and everything. And then I started booking hotels for every trip in September-ish, I would say – September, early in October.

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“It kind of starts with those big pieces, and then about a month, month-and-a-half out, we start doing meals and scheduling with itineraries.”

The pair of West Coast games made for a six-day, five-night trip as the Badgers played at Oregon on Wednesday, Feb. 25, and at Washington on Saturday, Feb. 28. It was just UW’s second time this season staying on the road between road games, albeit not nearly as long as the 11-night stay in Salt Lake City and San Diego in the nonconference schedule.

“It seems like it’s a big trip, but it’s essentially just two trips, two days each basically,” said Eli Wilke, who is in his first season as Wisconsin’s operations coordinator after previously working as a graduate manager.

As UW did for the Salt Lake City/San Diego trip earlier in the season and the Los Angeles trip last season, the Badgers arrived two days before the first game instead of the typical one day for shorter road trips on the Big Ten schedule.

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“We all decided that it’s just the best to get out there one night earlier, try and get their sleep adjusted as best as possible and then give them a day to sleep in and get up and then practice,” Lovelace said.

Lovelace, who has been in her role since 2021, had the benefit of leaning on last season’s Los Angeles trip and past postseason trips. But the Oregon-Washington trip marked the Badgers’ first road game at Washington since 1955, and it was the Badgers’ first regular-season road game at Oregon since 1990.

The Badgers did have a blueprint for traveling to Eugene following their 2023 NIT game against the Ducks. This trip naturally allowed for much more planning time, too, than a postseason game.

“I said to [UW general manager] Marc [VandeWettering], ‘I remember liking the hotel that we stayed at for the NIT,’” Lovelace said. “And he agreed. The food was good, and the setup they had was really good. It was pretty close to the arena.”

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Lovelace also turned to her counterparts who work with Wisconsin football and volleyball, which have similarly been adjusting to the new Big Ten cities. UW volleyball made its first trip to Seattle during the 2025 season, and both UW football and volleyball played in Eugene.

“I talked to John [Richter, UW’s director of football operations] a little bit, but a lot with Jess Williams from volleyball,” Lovelace said. “And she kind of gave me some pointers on traffic and making sure you plan ahead for Seattle because traffic can be really busy at times.”

Wisconsin’s men’s basketball operations staff got a helping hand, too, from Oregon and Washington’s operations personnel.

“Especially with these West Coast trips, these teams are used to it now with these teams doubling up,” Wilke said. “Because they’re all super hospitable and trying to help us out.”

That hospitality includes everything from laundry service to logistical information such as parking and practice options.

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Wisconsin secured two practice times in the two days leading up to the Wisconsin-Washington game at Alaska Airlines Arena. The Badgers practiced at Matthew Knight Arena in Oregon the day before and had a shootaround the day of the very late game.

The Badgers were at the mercy of whenever Alaska Airlines Arena was available, though, which turned out to be on a Thursday evening and Friday evening before a Saturday early-afternoon game.

“We know that we really have to be flexible on what they give us,” Lovelace said. “I think everybody wanted to practice at Alaska Airlines Arena. … If we wanted to have an earlier practice, we could have looked elsewhere for gym time, too.”

Washington provided laundry service for Wisconsin on the Badgers’ first night in Seattle. The courtesy is not something to be taken for granted either after what nearly happened when the Badgers traveled to San Diego.

“I was looking at all the laundromats,” Wilke said, following the suggestion of the tournament organizers.

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That’s when Nick Boyd – UW’s team leader in points and assists – delivered a big off-the-court assist after playing with his connections at San Diego State, where he played in 2024-25 before transferring to the Badgers.

“Nick connected with one of his old managers, who connected with the current manager at San Diego State and helped connect us with their equipment person who was willing to help us out,” Wilke said. “We got lucky with Nick there.”

The extended trips often come with a larger travel party and the added responsibility of managing logistics for non-basketball excursions. The activities help “keep guys fresh and keep loose,” Wilke said.

The San Diego trip earlier in the season involved a visit at the zoo. The year before, Wisconsin went to an NBA game while in Los Angeles for the USC and UCLA games. This time, UW toured a joint military base in the Seattle-Tacoma region on Feb. 27.

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This is Lovelace and Wilke’s first season spearheading Wisconsin’s men’s basketball operations together. VandeWettering was the team’s director of basketball operations for eight seasons before being promoted to a new general manager role in the summer.

UW then promoted Wilke to operations coordinator, all while he continues to finish his master’s degree in sports leadership. He has yet to miss an assignment although he does “cut it very close.” When Wisconsin played Iowa on Feb. 22, he had an assignment due that day.

“I was writing my paper as our guys were doing pregame warmup shots,” Wilke said. “One of the event staff was just laughing behind me because they saw me. I’m just typing away.”

Coordinating operations specifically at a place like Wisconsin “makes my life easier,” Wilke said.

“I don’t really have to worry about guys forgetting things because they’re pretty on top of it,” Wilke said. “I think that’s kind of how the culture of the program’s been over the last few years.”

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Even when life is not so easy – an already-loaded bus uncharacteristically breaking down might be one of the top examples – UW’s operations duo has earned rave reviews.

“There’s a lot of moving parts, and there’s going to be hiccups,” VandeWettering said. “And I think you just got to understand that there are going to be things beyond your control, and you just got to be able to roll with it. I think they’ve both done a really good job of continuing to do that to the best of their ability.”



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Oregon Lottery Pick 4 results for March 1

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The Oregon Lottery offers several draw games for those aiming to win big.

Here’s a look at March 1, 2026, results for each game:

Winning Pick 4 numbers from March 1 drawing

1PM: 4-1-6-1

4PM: 6-5-5-6

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7PM: 2-1-9-9

10PM: 6-2-5-4

Check Pick 4 payouts and previous drawings here.

Feeling lucky? Explore the latest lottery news & results

When are the Oregon Lottery drawings held?

  • Powerball: 7:59 p.m. on Monday, Wednesday and Saturday.
  • Mega Millions: 7:59 p.m. on Tuesday and Friday.
  • Pick 4: 1 p.m., 4 p.m., 7 p.m. and 10 p.m. daily.
  • Win for Life: 7:30 p.m. on Monday, Wednesday, and Saturday.
  • Megabucks: 7:29 p.m. on Monday, Wednesday, and Saturday.

This results page was generated automatically using information from TinBu and a template written and reviewed by an Oregon editor. You can send feedback using this form.



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Editorial: A legislative ‘solution’ that only creates more loopholes

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Editorial: A legislative ‘solution’ that only creates more loopholes


Legislators are bypassing a straightforward solution that would help ski resorts and other recreational providers stave off lawsuits claiming minor negligence and instead are overcomplicating the picture, the editorial board writes. Lawmakers should follow the example of other states rather than create its own path.



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