Unemployment Phone Lines

Everyone hears how frustrating the phone lines are for the Department of Unemployment Assistance but I don't think those who have not experienced it truly get how needlessly frustrating it is. You can read more about my experience over at DaveWrites (and listen to the call for yourself!). After navigating through a series of choices, callers "dead-end" at a point where they are told the DUA is overwhelmed and cannot answer their phone. Then the line drops, forcing the caller to repeat the process over and over until they are put in a 40-minute hold queue. Note: I know it is illegal to record a phone conversation without permission of both parties in MA. My blog contains a link to a recording of the preliminary steps I took trying to navigate the phone maze. I did not record a "conversation" because no one ever answered.