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Indiana Department of Workforce Development Expands Call Center Services

By: Indiana Workforce Development Last Updated: September 30, 2014

indiana-workforce-developmentThe Indiana Department of Workforce Development (DWD) announced today that it has added web chat and Sunday call center hours to its comprehensive approach to customer service. The changes are a result of upgrades in technology and are designed to coincide with the first opportunity Hoosiers have to file a weekly unemployment claim for benefits, which is Sunday.

"We understand that most of our customers are dealing with the stress of unemployment and with the new Sunday hours and web chat, we will be able to quickly assist with all re-employment questions ," said Scott B. Sanders, Commissioner of the Indiana Department of Workforce Development. "We continue to look for new ways to offer the highest level of customer service possible for Hoosiers."

Sunday hours for the call center and web chat are from 9:00 a.m. to 2:30 p.m. Both will remain available Monday- Friday 8:00 a.m. to 4:30 p.m. Web chat is a way for a claimant to communicate in real-time with a trained DWD customer service representative. This secure format can be found by going to www.in.gov/dwd and clicking on the "WorkOne Web Chat" link on the left side of the screen.

DWD began to modernize its call center in 2013 by routing calls directly through its computer system, which allows customer service representatives to view a claimant file and assist them in real-time. For more information, visit DWD’s website, www.in.gov/dwd.