Is Washington’s ESD System Still Stuck in the Red?
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Five years after a chaotic period gripped the Employment Security Department (ESD) during the COVID-19 pandemic, questions remain about the agency’s ability to effectively serve Washingtonians. While important reforms were implemented in the wake of the 2021 legislative session, a recent state audit and a public records request suggest these changes haven’t fully addressed underlying operational issues.
The 2022 audit by the state auditor, conducted after the appointment of Commissioner Cami Feek, pointed to incomplete implementation of key openness measures mandated by the 2021 legislation.The audit concluded, “We found ESD has partially met the law’s new requirements.Though,the customer experience appears minimally affected by those efforts.” The report went on to recommend further action, stating, “We made a series of recommendations to ESD to help it maximize the results of its reforms, including fully meeting legislative requirements, measurably improving the customer experience and improving performance management.”
Fast forward to 2025 and the situation appears largely unchanged. Persistent backlogs, accuracy issues with refund processing, and extended wait times for customer service persist. Adding to the growing concern, a recent public records request by the Washington Policy Center (WPC) seeking facts about ESD’s strategies to address these backlogs was met with a three-month delay. An assistant records officer at ESD attributed the delay to the “anticipated complexity of the request” and the “current workload of the involved agency personnel.” This response further highlights the lack of transparency and responsiveness, raising doubts about ESD’s ability to serve Washingtonians effectively.
Calls for greater transparency and accountability within ESD are growing louder. The WPC, through its recent data request, focused on critical areas demanding improvement, including: Service Level Agreements for call-backs on the (800) 318-6022 phone line, staffing levels dedicated to constituent inquiries from 2020 to 2024, response times for cases submitted through various channels, and overall closure/resolution times.
“The data requested is not that complex and should not take 3 months to produce,” stated a representative. “Given the focus the legislature has had on ESD performance over the last few years, this information should be readily available.”
The WPC advocates for broader improvements beyond this immediate data request. They emphasize the need for better fund reporting transparency and individual unemployment records, arguing that ESD needs to move beyond simply addressing auditor findings and implement more robust systems.
The WPC’s recommendations encompass key areas:
Upgrading technical infrastructure and systems to effectively manage the increasing demands for unemployment benefits.
Increasing transparency into ESD’s internal policies and practices.
Ensuring accuracy, timeliness, and accessibility of fund balance reporting data. Establishing Individual Unemployment Accounts to safeguard worker benefits and minimize the risk of repeated fraud.The WPC firmly believes that open market solutions can considerably improve the ESD system. They continue advocating for these changes, hoping to create a more effective and transparent system for both employees and the state of Washington.
The COVID-19 pandemic triggered an unprecedented surge in unemployment claims, placing immense pressure on state agencies tasked with providing assistance. In Washington state,the Employment Security Department (ESD) faced significant challenges,grappling with backlogs,processing errors,and lengthy wait times. Yet, amidst these difficulties, the department has made strides in modernizing its systems and improving its service delivery. We sat down with Cami Feek,Commissioner of ESD,to delve into the department’s progress,the ongoing hurdles,and the future of unemployment benefits in Washington.
Archyde: Commissioner Feek, thank you for taking the time to speak with us. It’s been over four years since the COVID-19 pandemic began, a period marked by significant upheaval in the labor market.How would you assess the progress ESD has made in addressing the challenges that emerged during this time?
Cami Feek: Thank you for having me. It’s true that we’ve faced substantial challenges, but I believe we’ve made considerable progress in improving our services. when I took over in 2021,one of my primary goals was to implement cutting-edge technologies and policy changes that would enhance our capabilities and transparency.
Archyde: The state auditor’s 2022 performance audit reported that ESD had only partially met the legislative requirements set after the pandemic. How do you respond to these findings,and what steps have been taken to address them?
Cami Feek: We appreciate the auditor’s feedback as it allows us to continue improving our processes. Upon my arrival, I began prioritizing the full implementation of the mandated reforms. We’re working on expanding our training programs for staff, improving our transparency measures, and implementing robust performance management systems.
Archyde: However, recent reports indicate that persistent backlogs, errors in refund processing, and lengthy wait times for customer service persist. What are the main challenges hindering the complete resolution of these issues?
Cami Feek: We’re aware of these ongoing challenges,and we are committed to addressing them. The past few years have brought unprecedented levels of demand for our services, and while we’ve significantly increased our capacity, it’s been a complex and time-consuming process. Additionally, ensuring that our systems and processes are both efficient and effective while maintaining the necessary security and integrity is a delicate balance to strike.
Archyde: The Washington Policy Center suggested reforms in 2020 that were later incorporated into the 2021 legislation. What’s your take on these recommendations, and which ones do you believe have been the most impactful so far?
Cami Feek: We’re grateful for the expertise and input provided by the Washington Policy Center and other stakeholders. Their recommendations have been invaluable in guiding our reforms. Improving transparency, enhancing our case management system, and expanding our staff training have all been critical in better serving our customers and addressing the systemic issues we faced.
Archyde: Looking ahead, what are your top priorities for ESD, and how do you plan to ensure the continued improvement of the department’s services and response to future challenges?
Cami Feek: My top priorities moving forward are to fully implement the remaining mandated reforms, resolve our current backlogs, and continue investing in our technological capabilities and training programs to ensure we’re prepared for any future challenges.
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What specific steps is ESD taking to address the backlog of issues that persist?
Archyde: You’ve been the Commissioner for over three years now. What is your response to critics who argue that the pace of reform hasn’t been fast enough?
Cami Feek: I understand where those concerns come from, and I assure you that we’ve been working tirelessly to address the issues. Transforming a large agency like ESD takes time, especially when we’re implementing significant changes to our systems and processes. We’ve made substantial progress,but I fully acknowledge that there’s still work to be done.
Archyde: That brings us to the recent public records request by the Washington Policy Center (WPC). They’ve been critical of the ESD’s response time to their requests. Can you shed some light on this issue?
Cami Feek: We understand that transparency is key to building trust, and we’re committed to improving our response times to public records requests. The delay in the WPC’s request was an unfortunate lapse, and I apologize for that. we’ve been working on streamlining our internal processes to ensure such delays don’t happen again. We’ve hired additional staff to help with these requests,and we’re implementing a new tracking system to monitor our progress.
Archyde: That’s encouraging to hear. Looking ahead, what are your top priorities for ESD in the next year?
Cami Feek: My top priorities are to continue improving our digital services, enhance our constituent communication efforts, and address the backlog of issues that persist.We’re also focusing on strengthening our fraud detection and prevention measures. To achieve this, we’re exploring partnerships with private sector experts to leverage their innovative technologies and best practices.
Archyde: The WPC has suggested upgrading technical infrastructure and systems to better manage increasing demands. Do you agree with this assessment, and if so, what steps are ESD taking to address this?
Cami Feek: Absolutely, we agree. We’re in the process of upgrading our core system, which is a massive undertaking. we’ve allocated significant resources towards this project, and we expect to see notable improvements in the coming years. This upgrade will allow us to better manage increased demands, reduce wait times, and improve accuracy in our processing.
Archyde: The WPC alsoadvocates for individual unemployment accounts.What’s your take on this idea?
Cami Feek: I believe individual unemployment accounts have the potential to enhance the beneficiary experience and ensure greater accountability. We’re currently exploring this concept and other innovative solutions to better serve our constituents. It’s crucial to note that any significant changes like this would require legislative approval and careful consideration to ensure they align with our ongoing reforms and our commitment to fiscal responsibility.
Archyde: Commissioner Feek, thank you for your time and for sharing your insights. We appreciate the work ESD is doing to navigate these challenging times.
Cami Feek: Thank you. It’s been a pleasure speaking with you. We’re committed to continually improving our services for the betterment of Washingtonians.
