Pennsylvania rolls out Unemployment hotline staffed by OVR customers

29 February 2024- Pennsylvania Department of Labor & Industry (L&I) Secretary Nancy A. Walker today announced a new initiative that will both enhance customer service for Unemployment Compensation (UC) claimants and provide valuable work experience for about 40 people served through L&I’s Office of Vocational Rehabilitation (OVR), which supports Pennsylvanians with disabilities in their pursuit of meaningful employment and independence. 

L&I has established a new call center (1-855-284-8545) for UC claimants to schedule in-person UC Connect appointments at PA CareerLink® locations and get assistance with routine questions, such as how to log in to the UC system, reset a PIN, or change contact information on file. The new call center will increase capacity within the UC system, giving claimants another place to go when they need help.

The center is staffed by OVR customers, who will gain necessary call center experience needed to later apply for UC intake interviewer positions. UC claimants can call the helpline Monday through Friday between 8 AM and 4 PM.

“This first-of-its-kind project is a win-win for Pennsylvania. For OVR customers, this is valuable job experience that opens the door to a new career. For UC claimants, we’ll be answering their routine questions faster and freeing up capacity for UC intake interviewers to focus on their important work,” Secretary Walker said. “I’m so proud of this collaboration within L&I to identify creative solutions that not only solve problems, but also stay true to our mission of supporting all Pennsylvanians in their pursuit of economic freedom and opportunity.”