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.

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.

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During the pandemic, the seriously outdated software the agency used couldn’t keep up with the volume of claims or the various new federal programs.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

That’s where Frances comes in.

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.

“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.

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

SEE ALSO:

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.

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.

Copyright 2024 KPTV-KPDX. All rights reserved.

When Nick Saban announced his retirement from Alabama, it didn’t take long for Oregon coach Dan Lanning to emerge on a short list of potential replacements.

But the Ducks football coach says he didn’t even consider the job.

“It was never a part of our thought process,” Lanning said on The Paul Finebaum Show.

“I’ve got so much respect for Coach Saban,” he added. “And you’re right: the reason I’m talking about this process is because I learned that from him. So unbelievable job that he did there. But there’s so much to take care of here at Oregon. That’s always been our focus.”

Back during the rush to find Saban’s replacement, some creative “reporting” even claimed that Lanning was in Tuscaloosa to interview for the Crimson Tide job.

But it turns out, he was actually at home watching a “Jason Bourne” film with his family.

Lanning earned a national reputation as the defensive coordinator at Georgia during its historic 2021 national championship run, and has led Oregon to a 22-5 mark in two seasons.

Now the Ducks head into the Big Ten as contenders for the conference’s title this year, and are a heavy favorite to make the expanded College Football Playoff.

–

More college football from SI: Top 25 Rankings | Schedule | Teams

Follow College Football HQ: Bookmark | Rankings | Picks

Less than 24 hours after returning from the 2024 Olympics in Paris, Oregon State’s Jade Carey made a campus visit to celebrate her multiple medal feat.

There was that, for some 1,000 people attending the celebration. But Carey brought down the house by breaking some news.

“I’m thrilled to announce that I’m committed to the 2025 season,” Carey told the crowd. “I look forward to continuing to compete, pushing my limits and striving for excellence with best team by my side.”

It was unclear if Carey, 24, planned to continue in college gymnastics. A two-time Pac-12 gymnast of the year, Carey was the silver medalist in all-around and floor at the 2024 NCAA championships. Carey is the most decorated gymnast in OSU history.

“OSU has been more than just a university. It’s been my home, my family and my source of strength,” Carey said.

Carey returned to Corvallis on Wednesday night from Paris, where she was part of the USA’s gold medal-winning team, as well as a bronze medalist on vault. With fans lining a street outside Gill Coliseum and spilling on Parker Plaza outside Reser Stadium, Carey slowly rode past them standing the back of a pickup truck.

Carey, her father and coach Brian, and Oregon State coach Tanya Chaplin spoke to the crowd after she paraded past fans.

“To be able bring home a gold and a bronze is something of my wildest dreams,” Carey said. “I’m incredibly grateful for the love and support you all have showed me.”

Carey was asked why she decided to come back for her senior year, and why she opted to compete for the Beavers last season and do a lot of her training locally. It didn’t hurt that OSU recently opened an upgraded gymnastics facility last year.

“I just knew that this was the best place for me. I’m super happy here,” Carey said. “My coaches are the best people for me. They take care of me in and outside the gym.”

What was Carey’s favorite moment in Paris?

“I think I’ve got to say winning team gold,” she said, which set off a loud crowd roar.

Carey spoke for about 10 minutes, then was whisked away with a police escort. But many of her words made it clear Beaver fans were part of her Olympics journey, which Brian Carey echoed.

“It takes a village to get it done,” Brian Carey said.

–Nick Daschel can be reached at 360-607-4824, ndaschel@oregonian.com or @nickdaschel.

Our journalism needs your support. Subscribe today to OregonLive.com.