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"content": "\u003cul>\n\u003cli>\u003ca href=\"#resources\">Jump to resources for claimants\u003c/a>\u003c/li>\n\u003c/ul>\n\u003cp>It was Jan. 26. And after weeks of false starts, San Francisco resident Ruyu Wu finally had a representative from the state Employment Development Department’s ID.me identity verification platform on the phone.\u003c/p>\n\u003cp>It was a video call, actually. The representative wanted to verify Wu's identity face to face. This is a common approach EDD uses to confirm applicants’ information, and a test Wu had to pass to secure her benefits. Her husband, Henry Zhang, was with her. Wu doesn’t have a smartphone, so she has to rely primarily on his iPhone when she needs to do these video calls. [aside tag=\"edd,unemployment-insurance\" label=\"more coverage\"]\u003c/p>\n\u003cp>In English, the ID.me representative asked Wu — whose first language is Cantonese and speaks barely any English — to confirm her address. When she said it, the representative said he couldn’t understand her, so Zhang tried to assist. Though he primarily speaks Cantonese and some Mandarin, he knows enough English to get by if there's no other option.\u003c/p>\n\u003cp>“The guy asked to see my ID and when I showed him and pointed it at the camera, the guy said, ‘No, you know what? I'll find somebody to come and help translate and I'll call back.’ So I asked for someone who could speak Cantonese, preferably, because my wife speaks Cantonese,” Zhang said through a translator. The representative agreed, and said he would call back.\u003c/p>\n\u003cp>Now, more than three weeks later, Zhang and Wu are still waiting for that call. Zhang is still trying to secure his own benefits after his payments expired towards the end of 2020. EDD has told him he will not be eligible to certify again until March. Meanwhile, Wu's account is locked for fraud concerns and was likely part of the \u003ca href=\"https://www.kqed.org/news/11854097/california-suspends-1-4-million-virus-unemployment-claims\" target=\"_blank\" rel=\"noopener noreferrer\">mass freeze of 1.4 million accounts\u003c/a> EDD did in early January.\u003c/p>\n\u003cp>Zhang and Wu both emigrated from Taishan in China and have been living in San Francisco for many years now. Before the pandemic, Zhang did laundry and janitorial work and Wu was working as a dishwasher at a restaurant.\u003c/p>\n\u003cp>While they wait for their payments, the couple is scrimping, Zhang said. They aren’t eating as much as they normally would, trying to make their food stamps last.\u003c/p>\n\u003cp>Though EDD does have resources designed to support applicants who speak languages other than English or Spanish, its systems are often so overloaded that people who need this support can’t consistently access it. And the ID.me platform — which EDD implemented to help automate its verification process and unclog the bottlenecks — has created added barriers for those, like Wu, who don’t have easy access to certain technology. [ad fullwidth]\u003c/p>\n\u003ch3>Breaking Down Access Gaps\u003c/h3>\n\u003cp>Late last year,\u003ca href=\"https://www.capolicylab.org/publications/december-21st-analysis-of-unemployment-insurance-claims-in-california-during-the-covid-19-pandemic/\" rel=\"noopener noreferrer\"> researchers at the California Policy Lab\u003c/a> gathered data on how many Californians were receiving unemployment benefits and, for the first time, broke down the numbers on a neighborhood level.\u003c/p>\n\u003cp>UCLA economics professor Till von Wachter led this study and said the contrasts were stark. The study showed that not being a citizen, speaking a language other than English or having gaps in broadband access could interfere with a person’s ability to secure unemployment benefits\u003c/p>\n\u003cp>“Whereas in those communities where there is very good broadband access or where median household income is large, there has been a higher rate of UI (unemployment insurance) receipt,\" he said.\u003c/p>\n\u003cp>In short: Californians who need these benefits the most are more likely to be the ones who aren’t getting them, and EDD’s infrastructure is amplifying these vulnerabilities.\u003c/p>\n\u003cp>Since she’s been unemployed, Wu spends most days and some nights taking care of her elderly mother-in-law at the mother’s home. There, Wu doesn’t have good cell reception and often worries she'll miss a call from EDD. Or that if a representative does reach her, she won't be able to complete the tasks asked of her on her flip phone. Or maybe EDD will reach out on Zhang's phone when they aren't together.\u003c/p>\n\u003cp>But tech challenges aren't just limited to not having a smartphone.\u003c/p>\n\u003cp>Advocates say, even for the parts of claims where applicants only need to use a computer, there are still big access gaps. Daniela Urban, executive director of the Center for Workers' Rights in Sacramento, says she has many clients who use public computers to log into their EDD accounts.\u003c/p>\n\u003cp>\"So they get to that point where they're being asked to wait for an hour, hour and a half or far more, depending on when they've tried to verify their identity,\" she said, \"And they are simply not able to continue to remain on the internet that long or in a public space that is open with internet access, particularly given the COVID restrictions, you know, where the spaces are already impacted because of limitations on social distancing.\"\u003c/p>\n\u003cfigure id=\"attachment_11860964\" class=\"wp-caption aligncenter\" style=\"max-width: 800px\">\u003cimg class=\"size-medium wp-image-11860964\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-1536x1024.jpg 1536w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut.jpg 1920w\" sizes=\"(max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Henry Zhang walks near his home in San Francisco on Feb. 16, 2021. \u003ccite>((Beth LaBerge/KQED))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>Finding Support\u003c/h3>\n\u003cp>Before the pandemic, Zhang and Wu would have likely just walked the few blocks from their home in San Francisco’s Chinatown to the headquarters of Chinese for Affirmative Action. The advocacy group has become a lifeline for them as they’ve navigated an unemployment claims infrastructure that was built to serve mainly English and Spanish speakers.\u003c/p>\n\u003cp>CAA Community Advocate Amos Lim said normally one of the organization's main focuses is job placement, but its workforce development staff have had to pivot entirely to unemployment support to help fill accessibility gaps perpetuated by EDD. There’s currently a wait list of more than 75 clients who haven’t been able to access language help via EDD, Lim said.\u003c/p>\n\u003cp>“[The support] is severely lacking right now, considering that, you know, a lot of the essential workers are low-wage entry-level workers, and they're mostly from the immigrant community,” Lim said.\u003c/p>\n\u003cp>Dr. Paul Ong, director of the Center for Neighborhood Knowledge at UCLA, has researched how Asian American communities — and residents of Chinatowns in particular — are faring with their unemployment benefits. And he echoes Lim's concerns.\u003c/p>\n\u003cp>\"During the pandemic, we saw a much more rapid and steeper escalation of the unemployment rate for Asian Americans,\" he said, \"and we saw that particularly for the less educated, those low-wage workers, and they tend to be immigrants.\"\u003c/p>\n\u003cp>https://twitter.com/UCLALuskin/status/1360262405310218242\u003c/p>\n\u003cp>Ong says one of the biggest barriers to benefits is obvious — language gaps.\u003c/p>\n\u003cp>“So if you go, for example, to California's unemployment insurance website, it's in English and there's also a button for Spanish, but there's no button for other languages,\" he said. \"They may provide other material so deeply embedded in the website, I couldn't find it. If I couldn't find it, other people can’t.”\u003c/p>\n\u003cp>In a written statement, EDD confirmed that its site is geared only to English and Spanish speakers — though it has dedicated phone lines for English, Spanish, Cantonese, Mandarin and Vietnamese speakers and 162 call center reps that also provide customer services in Arabic, Armenian, Korean, Laotian, Punjabi and Tagalog.\u003c/p>\n\u003cp>But CAA’s Amos Lim said despite what EDD says, people are still having trouble getting through the language access line.\u003c/p>\n\u003cp>\"They’ve tried days and days. If they do get through, they’ll be on hold, nobody picks up, and then the calls get disconnected,\" he said.\u003c/p>\n\u003ch3>Looking Forward\u003c/h3>\n\u003cp>Despite the fact that ID.me is available in 10 languages at state DMVs, where it is also used, the platform is currently only translated in English and Spanish for EDD.\u003c/p>\n\u003cp>[pullquote size='medium' align='right' citation='Amos Lim, community advocate at Chinese for Affirmative Action']'They’ve tried days and days. If they do get through, they’ll be on hold, nobody picks up, and then the calls get disconnected.'[/pullquote]\u003c/p>\n\u003cp>Blake Hall, CEO of ID.me, has said he wants the application to be as widely accessible as possible, but neither Hall nor EDD officials have confirmed a clear plan to expand those language resources for unemployed Californians, though it is clearly possible.\u003c/p>\n\u003cp>On an EDD media call on Feb. 18, EDD Director Rita Saenz said they're working with other departments to learn about how it can better expand language access. She also indicated that other changes are on the horizon but didn't provide much more detail.\u003c/p>\n\u003cp>And new legislation is seeking to relieve at least some of the burdens people like Henry Zhang and Ruyu Wu are facing in the future.\u003c/p>\n\u003cp>Assemblymember David Chiu, D-San Francisco, introduced \u003ca href=\"https://leginfo.legislature.ca.gov/faces/billTextClient.xhtml?bill_id=202120220AB401\" target=\"_blank\" rel=\"noopener noreferrer\">Assembly Bill 401\u003c/a> earlier this month. The bill would require EDD to identify the language needs of claimants, increase multilingual phone lines and mandate EDD communicate with claimants in their preferred language in a timely way.\u003c/p>\n\u003cp>According to the state attorney general's office, \u003ca href=\"https://oag.ca.gov/consumers/limited-english#:~:text=More%20than%20200%20languages%20and,cultural%20barriers%20can%20leave%20consumers\" target=\"_blank\" rel=\"noopener noreferrer\">7 million Californians report speaking English \"less than very well\u003c/a>.\" And Chiu's office says 2.4 million Californians don't speak English or Spanish.\u003c/p>\n\u003cp>These adjustment may incur extra expenses for the state, Chiu said, but \"this is a small price to pay to ensure that we're not effectively shutting out 7 million people from receiving unemployment benefits and particularly given immigrants and people of color have been particularly hard hit during this pandemic.\"\u003c/p>\n\u003cp>If the bill passes, it sets July 2022 as the deadline for implementing these measures.\u003c/p>\n\u003cfigure id=\"attachment_11860968\" class=\"wp-caption aligncenter\" style=\"max-width: 1920px\">\u003cimg class=\"size-full wp-image-11860968\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut.jpg\" alt=\"\" width=\"1920\" height=\"1280\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut.jpg 1920w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-1536x1024.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\">\u003cfigcaption class=\"wp-caption-text\">Henry Zhang in San Francisco's Chinatown on Feb. 16, 2021. \u003ccite>(Beth LaBerge/KQED)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>But it's still unclear how people with tech challenges like Zhang and Wu will be able to get any relief going forward — unless call volumes decrease significantly and it's easier to reach representatives.\u003c/p>\n\u003cp>In the meantime, Dr. Paul Ong says EDD reaching out to better understand the needs of the communities that are currently being left behind is key.\u003c/p>\n\u003cp>“A final plea is to have the Employment Development Department work more closely with the community groups and with other researchers,\" Ong said. \"We really need to understand in much more detail the magnitude and the patterns of these inequalities and what's driving it. We're not going to solve it without understanding that.”\u003cbr>\n\u003ca id=\"resources\">\u003c/a>\u003c/p>\n\u003ch3>Multilingual Resources\u003c/h3>\n\u003cp>These organizations provide multilingual assistance in applying for unemployment benefits. Below is their contact information, and the languages in which they offer support:\u003c/p>\n\u003cp>\u003cstrong>Northern California:\u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://oewd.org\">San Francisco’s Office of Economic and Workforce Development\u003c/a>: Its hotline is available for workers impacted by pandemic-related hardships in Cantonese, Mandarin, Russian, Spanish, Tagalog and Vietnamese.\n\u003cul>\n\u003cli>Call: 415-701-4817 or email: workforce.connection@sfgov.org\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003cli>\u003ca href=\"http://www.vydc.org\">Southeast Asian Development Center:\u003c/a> Available in Lao, Vietnamese and Thai.\n\u003cul>\n\u003cli>Call: 415-771-2600\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003cli>Oakland's Alem Center for Integration, supporting Eritrean & Ethiopian communities: Available in Tigrinya and Amharic.\n\u003cul>\n\u003cli>Call: 510-904-4305 or 415-779-2274\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>These organizations can provide support in Cantonese and Mandarin.\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://www.advancingjustice-alc.org\">Asian Law Caucus\u003c/a>: 415-896-1701\u003c/li>\n\u003cli>\u003ca href=\"https://caasf.org\">Chinese for Affirmative Action\u003c/a>: 415-598-8508\u003c/li>\n\u003cli>\u003ca href=\"https://cpasf.org\">Chinese Progressive Association\u003c/a>: 415-391-6986\u003c/li>\n\u003cli>\u003ca href=\"https://legalaidatwork.org\">Legal Aid at Work\u003c/a>: 866-864-8208\u003c/li>\n\u003cli>\u003ca href=\"https://lsnc.net\">Legal Aid of Northern California\u003c/a>:\n\u003cul>\n\u003cli>Sacramento: 916-551-2150\u003c/li>\n\u003cli>Redding: 530-241-3565\u003c/li>\n\u003cli>Vallejo: 707-643-0054\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>\u003cstrong>Southern California:\u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://arswestusa.org/causes/\">Armenian Relief Society\u003c/a>: Available in Arabic, Armenian, Farsi, French, Russian and Spanish.\n\u003cul>\n\u003cli>Call: 818 241 7533\u003c/li>\n\u003cli>In-person help available by appointment. Offices in Glendale, Pasadena and Hollywood.\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>\u003cstrong>Central Valley: \u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://www.firminc.org\">Fresno Interdenominational Refugee Ministries (FIRM)\u003c/a>: Available in Arabic, Hmong, Lao, Khmer and Russian.\n\u003cul>\n\u003cli>Call: 559-487-1500\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>[ad floatright]\u003c/p>\n",
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"excerpt": "Though EDD does have resources designed to support applicants who speak languages other than English or Spanish, its systems are often so overloaded that people who need this support can’t consistently access it.",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cul>\n\u003cli>\u003ca href=\"#resources\">Jump to resources for claimants\u003c/a>\u003c/li>\n\u003c/ul>\n\u003cp>It was Jan. 26. And after weeks of false starts, San Francisco resident Ruyu Wu finally had a representative from the state Employment Development Department’s ID.me identity verification platform on the phone.\u003c/p>\n\u003cp>It was a video call, actually. The representative wanted to verify Wu's identity face to face. This is a common approach EDD uses to confirm applicants’ information, and a test Wu had to pass to secure her benefits. Her husband, Henry Zhang, was with her. Wu doesn’t have a smartphone, so she has to rely primarily on his iPhone when she needs to do these video calls. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>In English, the ID.me representative asked Wu — whose first language is Cantonese and speaks barely any English — to confirm her address. When she said it, the representative said he couldn’t understand her, so Zhang tried to assist. Though he primarily speaks Cantonese and some Mandarin, he knows enough English to get by if there's no other option.\u003c/p>\n\u003cp>“The guy asked to see my ID and when I showed him and pointed it at the camera, the guy said, ‘No, you know what? I'll find somebody to come and help translate and I'll call back.’ So I asked for someone who could speak Cantonese, preferably, because my wife speaks Cantonese,” Zhang said through a translator. The representative agreed, and said he would call back.\u003c/p>\n\u003cp>Now, more than three weeks later, Zhang and Wu are still waiting for that call. Zhang is still trying to secure his own benefits after his payments expired towards the end of 2020. EDD has told him he will not be eligible to certify again until March. Meanwhile, Wu's account is locked for fraud concerns and was likely part of the \u003ca href=\"https://www.kqed.org/news/11854097/california-suspends-1-4-million-virus-unemployment-claims\" target=\"_blank\" rel=\"noopener noreferrer\">mass freeze of 1.4 million accounts\u003c/a> EDD did in early January.\u003c/p>\n\u003cp>Zhang and Wu both emigrated from Taishan in China and have been living in San Francisco for many years now. Before the pandemic, Zhang did laundry and janitorial work and Wu was working as a dishwasher at a restaurant.\u003c/p>\n\u003cp>While they wait for their payments, the couple is scrimping, Zhang said. They aren’t eating as much as they normally would, trying to make their food stamps last.\u003c/p>\n\u003cp>Though EDD does have resources designed to support applicants who speak languages other than English or Spanish, its systems are often so overloaded that people who need this support can’t consistently access it. And the ID.me platform — which EDD implemented to help automate its verification process and unclog the bottlenecks — has created added barriers for those, like Wu, who don’t have easy access to certain technology. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003ch3>Breaking Down Access Gaps\u003c/h3>\n\u003cp>Late last year,\u003ca href=\"https://www.capolicylab.org/publications/december-21st-analysis-of-unemployment-insurance-claims-in-california-during-the-covid-19-pandemic/\" rel=\"noopener noreferrer\"> researchers at the California Policy Lab\u003c/a> gathered data on how many Californians were receiving unemployment benefits and, for the first time, broke down the numbers on a neighborhood level.\u003c/p>\n\u003cp>UCLA economics professor Till von Wachter led this study and said the contrasts were stark. The study showed that not being a citizen, speaking a language other than English or having gaps in broadband access could interfere with a person’s ability to secure unemployment benefits\u003c/p>\n\u003cp>“Whereas in those communities where there is very good broadband access or where median household income is large, there has been a higher rate of UI (unemployment insurance) receipt,\" he said.\u003c/p>\n\u003cp>In short: Californians who need these benefits the most are more likely to be the ones who aren’t getting them, and EDD’s infrastructure is amplifying these vulnerabilities.\u003c/p>\n\u003cp>Since she’s been unemployed, Wu spends most days and some nights taking care of her elderly mother-in-law at the mother’s home. There, Wu doesn’t have good cell reception and often worries she'll miss a call from EDD. Or that if a representative does reach her, she won't be able to complete the tasks asked of her on her flip phone. Or maybe EDD will reach out on Zhang's phone when they aren't together.\u003c/p>\n\u003cp>But tech challenges aren't just limited to not having a smartphone.\u003c/p>\n\u003cp>Advocates say, even for the parts of claims where applicants only need to use a computer, there are still big access gaps. Daniela Urban, executive director of the Center for Workers' Rights in Sacramento, says she has many clients who use public computers to log into their EDD accounts.\u003c/p>\n\u003cp>\"So they get to that point where they're being asked to wait for an hour, hour and a half or far more, depending on when they've tried to verify their identity,\" she said, \"And they are simply not able to continue to remain on the internet that long or in a public space that is open with internet access, particularly given the COVID restrictions, you know, where the spaces are already impacted because of limitations on social distancing.\"\u003c/p>\n\u003cfigure id=\"attachment_11860964\" class=\"wp-caption aligncenter\" style=\"max-width: 800px\">\u003cimg class=\"size-medium wp-image-11860964\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut-1536x1024.jpg 1536w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47240_002_SanFrancisco_HenryZhang_02162021-qut.jpg 1920w\" sizes=\"(max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Henry Zhang walks near his home in San Francisco on Feb. 16, 2021. \u003ccite>((Beth LaBerge/KQED))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>Finding Support\u003c/h3>\n\u003cp>Before the pandemic, Zhang and Wu would have likely just walked the few blocks from their home in San Francisco’s Chinatown to the headquarters of Chinese for Affirmative Action. The advocacy group has become a lifeline for them as they’ve navigated an unemployment claims infrastructure that was built to serve mainly English and Spanish speakers.\u003c/p>\n\u003cp>CAA Community Advocate Amos Lim said normally one of the organization's main focuses is job placement, but its workforce development staff have had to pivot entirely to unemployment support to help fill accessibility gaps perpetuated by EDD. There’s currently a wait list of more than 75 clients who haven’t been able to access language help via EDD, Lim said.\u003c/p>\n\u003cp>“[The support] is severely lacking right now, considering that, you know, a lot of the essential workers are low-wage entry-level workers, and they're mostly from the immigrant community,” Lim said.\u003c/p>\n\u003cp>Dr. Paul Ong, director of the Center for Neighborhood Knowledge at UCLA, has researched how Asian American communities — and residents of Chinatowns in particular — are faring with their unemployment benefits. And he echoes Lim's concerns.\u003c/p>\n\u003cp>\"During the pandemic, we saw a much more rapid and steeper escalation of the unemployment rate for Asian Americans,\" he said, \"and we saw that particularly for the less educated, those low-wage workers, and they tend to be immigrants.\"\u003c/p>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\n\u003cp>Ong says one of the biggest barriers to benefits is obvious — language gaps.\u003c/p>\n\u003cp>“So if you go, for example, to California's unemployment insurance website, it's in English and there's also a button for Spanish, but there's no button for other languages,\" he said. \"They may provide other material so deeply embedded in the website, I couldn't find it. If I couldn't find it, other people can’t.”\u003c/p>\n\u003cp>In a written statement, EDD confirmed that its site is geared only to English and Spanish speakers — though it has dedicated phone lines for English, Spanish, Cantonese, Mandarin and Vietnamese speakers and 162 call center reps that also provide customer services in Arabic, Armenian, Korean, Laotian, Punjabi and Tagalog.\u003c/p>\n\u003cp>But CAA’s Amos Lim said despite what EDD says, people are still having trouble getting through the language access line.\u003c/p>\n\u003cp>\"They’ve tried days and days. If they do get through, they’ll be on hold, nobody picks up, and then the calls get disconnected,\" he said.\u003c/p>\n\u003ch3>Looking Forward\u003c/h3>\n\u003cp>Despite the fact that ID.me is available in 10 languages at state DMVs, where it is also used, the platform is currently only translated in English and Spanish for EDD.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Blake Hall, CEO of ID.me, has said he wants the application to be as widely accessible as possible, but neither Hall nor EDD officials have confirmed a clear plan to expand those language resources for unemployed Californians, though it is clearly possible.\u003c/p>\n\u003cp>On an EDD media call on Feb. 18, EDD Director Rita Saenz said they're working with other departments to learn about how it can better expand language access. She also indicated that other changes are on the horizon but didn't provide much more detail.\u003c/p>\n\u003cp>And new legislation is seeking to relieve at least some of the burdens people like Henry Zhang and Ruyu Wu are facing in the future.\u003c/p>\n\u003cp>Assemblymember David Chiu, D-San Francisco, introduced \u003ca href=\"https://leginfo.legislature.ca.gov/faces/billTextClient.xhtml?bill_id=202120220AB401\" target=\"_blank\" rel=\"noopener noreferrer\">Assembly Bill 401\u003c/a> earlier this month. The bill would require EDD to identify the language needs of claimants, increase multilingual phone lines and mandate EDD communicate with claimants in their preferred language in a timely way.\u003c/p>\n\u003cp>According to the state attorney general's office, \u003ca href=\"https://oag.ca.gov/consumers/limited-english#:~:text=More%20than%20200%20languages%20and,cultural%20barriers%20can%20leave%20consumers\" target=\"_blank\" rel=\"noopener noreferrer\">7 million Californians report speaking English \"less than very well\u003c/a>.\" And Chiu's office says 2.4 million Californians don't speak English or Spanish.\u003c/p>\n\u003cp>These adjustment may incur extra expenses for the state, Chiu said, but \"this is a small price to pay to ensure that we're not effectively shutting out 7 million people from receiving unemployment benefits and particularly given immigrants and people of color have been particularly hard hit during this pandemic.\"\u003c/p>\n\u003cp>If the bill passes, it sets July 2022 as the deadline for implementing these measures.\u003c/p>\n\u003cfigure id=\"attachment_11860968\" class=\"wp-caption aligncenter\" style=\"max-width: 1920px\">\u003cimg class=\"size-full wp-image-11860968\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut.jpg\" alt=\"\" width=\"1920\" height=\"1280\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut.jpg 1920w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/02/RS47249_011_SanFrancisco_HenryZhang_02162021-qut-1536x1024.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\">\u003cfigcaption class=\"wp-caption-text\">Henry Zhang in San Francisco's Chinatown on Feb. 16, 2021. \u003ccite>(Beth LaBerge/KQED)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>But it's still unclear how people with tech challenges like Zhang and Wu will be able to get any relief going forward — unless call volumes decrease significantly and it's easier to reach representatives.\u003c/p>\n\u003cp>In the meantime, Dr. Paul Ong says EDD reaching out to better understand the needs of the communities that are currently being left behind is key.\u003c/p>\n\u003cp>“A final plea is to have the Employment Development Department work more closely with the community groups and with other researchers,\" Ong said. \"We really need to understand in much more detail the magnitude and the patterns of these inequalities and what's driving it. We're not going to solve it without understanding that.”\u003cbr>\n\u003ca id=\"resources\">\u003c/a>\u003c/p>\n\u003ch3>Multilingual Resources\u003c/h3>\n\u003cp>These organizations provide multilingual assistance in applying for unemployment benefits. Below is their contact information, and the languages in which they offer support:\u003c/p>\n\u003cp>\u003cstrong>Northern California:\u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://oewd.org\">San Francisco’s Office of Economic and Workforce Development\u003c/a>: Its hotline is available for workers impacted by pandemic-related hardships in Cantonese, Mandarin, Russian, Spanish, Tagalog and Vietnamese.\n\u003cul>\n\u003cli>Call: 415-701-4817 or email: workforce.connection@sfgov.org\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003cli>\u003ca href=\"http://www.vydc.org\">Southeast Asian Development Center:\u003c/a> Available in Lao, Vietnamese and Thai.\n\u003cul>\n\u003cli>Call: 415-771-2600\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003cli>Oakland's Alem Center for Integration, supporting Eritrean & Ethiopian communities: Available in Tigrinya and Amharic.\n\u003cul>\n\u003cli>Call: 510-904-4305 or 415-779-2274\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>These organizations can provide support in Cantonese and Mandarin.\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://www.advancingjustice-alc.org\">Asian Law Caucus\u003c/a>: 415-896-1701\u003c/li>\n\u003cli>\u003ca href=\"https://caasf.org\">Chinese for Affirmative Action\u003c/a>: 415-598-8508\u003c/li>\n\u003cli>\u003ca href=\"https://cpasf.org\">Chinese Progressive Association\u003c/a>: 415-391-6986\u003c/li>\n\u003cli>\u003ca href=\"https://legalaidatwork.org\">Legal Aid at Work\u003c/a>: 866-864-8208\u003c/li>\n\u003cli>\u003ca href=\"https://lsnc.net\">Legal Aid of Northern California\u003c/a>:\n\u003cul>\n\u003cli>Sacramento: 916-551-2150\u003c/li>\n\u003cli>Redding: 530-241-3565\u003c/li>\n\u003cli>Vallejo: 707-643-0054\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>\u003cstrong>Southern California:\u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://arswestusa.org/causes/\">Armenian Relief Society\u003c/a>: Available in Arabic, Armenian, Farsi, French, Russian and Spanish.\n\u003cul>\n\u003cli>Call: 818 241 7533\u003c/li>\n\u003cli>In-person help available by appointment. Offices in Glendale, Pasadena and Hollywood.\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>\u003cstrong>Central Valley: \u003c/strong>\u003c/p>\n\u003cul>\n\u003cli>\u003ca href=\"https://www.firminc.org\">Fresno Interdenominational Refugee Ministries (FIRM)\u003c/a>: Available in Arabic, Hmong, Lao, Khmer and Russian.\n\u003cul>\n\u003cli>Call: 559-487-1500\u003c/li>\n\u003c/ul>\n\u003c/li>\n\u003c/ul>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cp>\u003cem>Leer en \u003ca href=\"https://calmatters.org/calmatters-en-espanol/2021/02/como-el-edd-y-bank-of-america-ganan-millones-con-el-desempleo-en-california/\" target=\"_blank\" rel=\"noopener noreferrer\">español\u003c/a>.\u003c/em>\u003c/p>\n\u003cp>She didn’t know it at the time, but last September was when everything started to unravel for Julie Hansen. It was late in the month when the furloughed Disneyland candy maker noticed a string of suspicious charges totaling $12,222.23 on her state-issued Bank of America unemployment debit card. First, the money was credited back to her account. Then it disappeared again, setting in motion a chain of events that left her and her son homeless.\u003c/p>\n\u003cfigure id=\"attachment_11858834\" class=\"wp-caption alignleft\" style=\"max-width: 715px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11858834\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/Julie_Hansen.png\" alt=\"Image of Julie and son\" width=\"715\" height=\"791\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2021/02/Julie_Hansen.png 715w, https://cdn.kqed.org/wp-content/uploads/sites/10/2021/02/Julie_Hansen-160x177.png 160w\" sizes=\"auto, (max-width: 715px) 100vw, 715px\">\u003cfigcaption class=\"wp-caption-text\">Julie Hansen with her son. The pair has stayed in Hansen’s Fiat and with friends while she fights for nearly $13,000 tied up in her frozen state-issued Bank of America unemployment debit card. \u003ccite>(Courtesy of Julie Hansen)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>Behind the scenes, California’s Employment Development Department and longtime debit card contractor Bank of America were \u003ca href=\"https://calmatters.org/economy/2020/12/who-will-pay-for-all-of-californias-unemployment-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">scrambling to rein in rampant fraud\u003c/a>. They froze some 350,000 unemployment accounts around the time Hansen’s card was cut off.\u003c/p>\n\u003cp>The catch: while Hansen and other out-of-work Californians were left in financial purgatory unable to access unemployment money, a \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">Great Recession-era contract\u003c/a> ensured that the state and the bank kept raking in millions of dollars in merchant fees whenever debit cards still in circulation were swiped. In September, the EDD made $5.2 million on a debit card revenue sharing agreement with Bank of America — a sizable chunk of the $22.5 million the state raked in from March to October, according to public records requested by CalMatters.\u003c/p>\n\u003cp>How much money did Bank of America make on its end of the deal? The state says it doesn’t know, and the bank won’t say, despite a contract requirement to report unemployment debit card fees and revenue each month. “EDD does not track BofA’s revenue,” the agency told CalMatters. The bank declined to comment on its unemployment revenue and financial reporting.\u003c/p>\n\u003cp>“This is essentially a nifty little hidden kickback scheme,” said Assembly Member Jim Patterson, a Republican from Fresno. “This is becoming far too familiar. EDD just does not tell us what’s going on.”\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://e.infogram.com/8f3d8d73-5256-45ba-a497-01857d425f45?src=embed\" title=\"EDD debit card profit\" width=\"800\" height=\"870\" scrolling=\"no\" frameborder=\"0\" style=\"border:none;\" allowfullscreen=\"allowfullscreen\" class=\"iframe-class\">\u003c/iframe>\u003c/p>\n\u003ch3>Basic Questions Unanswered\u003c/h3>\n\u003cp>In recent weeks, California lawmakers\u003ca href=\"https://calmatters.org/economy/2020/11/bank-of-america-california-lawmakers-unemployment-direct-deposit/\" target=\"_blank\" rel=\"noopener noreferrer\"> rushing to introduce new unemployment reform bills\u003c/a> have struggled to get basic questions answered about when and how jobless workers are paid — and who profits in the process.\u003c/p>\n\u003cp>Under Bank of America’s exclusive 2010 unemployment debit card contract with the state, which was \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">first detailed by CalMatters\u003c/a>, the Employment Development Department does not pay the bank directly for its financial services. Instead, the two parties split revenue on merchant transaction fees when the cards are swiped, and the bank charges limited consumer fees for things like ATM use or rush shipping on new debit cards. The contract specifies only that the state’s share of the fee revenue will “assist in offsetting program costs.”\u003c/p>\n\u003cp>The bank was supposed to report at least monthly on any fees earned and its average revenue, according to the contract provided by the state. But when CalMatters asked for those reports, the state said it did not have any records on bank fees. The agency said only that Bank of America made $37.8 million in transaction fees during 2013 — a figure disclosed as part of a bond estimate in a year when California paid out a sliver of the record \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/introduction.html\" target=\"_blank\" rel=\"noopener noreferrer\">$111 billion\u003c/a> in unemployment benefits from March to December last year.\u003c/p>\n\u003cp>\u003cspan style=\"font-weight: 400\">[ad fullwidth]\u003c/span>\u003c/p>\n\u003cp>“I’m stunned that EDD doesn’t know,” Patterson said, “and I’m not sure that I believe that they don’t know.”\u003c/p>\n\u003cp>Bank of America said it suspended some consumer fees, including rush shipping charges, in the spring. The bank declined to comment on transaction fees. Faiz Ahmad, managing director of transaction services for Bank of America, \u003ca href=\"https://calmatters.org/economy/2021/01/bank-of-america-lost-hundreds-of-millions-on-california-unemployment-fiasco/\" target=\"_blank\" rel=\"noopener noreferrer\">told lawmakers last week\u003c/a> that despite any money the bank may have made during the pandemic, it “lost hundreds of millions of dollars on the contract” last year due to fraud and a need to hire more customer service workers to respond to complaints.\u003c/p>\n\u003cp>\u003cspan style=\"font-weight: 400\">[pullquote size=\"medium\" align=\"right\" citation=\"Wendy Carrillo, Democratic Assembly Member, Los Angeles\"]‘Bank of America’s contract with EDD belongs to California’s taxpayers. Its contents are not secret. They belong to the public record.’[/pullquote] \u003c/span>“Bank of America’s contract with EDD belongs to California’s taxpayers,” said Assembly Member Wendy Carrillo, a Democrat from Los Angeles. “Its contents are not secret. They belong to the public record.”\u003c/p>\n\u003cp>Lauren Saunders, associate director of the National Consumer Law Center, has \u003ca href=\"https://www.nclc.org/images/pdf/pr-reports/report-prepaid-card-2013.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">studied unemployment debit card contracts\u003c/a> including the one Bank of America has in California. She found that many states are “not paying any attention” to fees earned by banks — a lack of transparency that makes it hard to know how much unemployed workers are paying to use their benefit money — but that California’s revenue sharing agreement appears to be unique.\u003c/p>\n\u003cp>“Banks have to make money. They are selling a product,” Saunders said. “What’s more unusual is the state making money. That’s because California is such a big market and there was so much interchange revenue that the bank was willing to share some with the state, but that money should go back into making sure that people aren’t paying fees and to making sure that people get the money where they want to get it.”\u003c/p>\n\u003ch3>A Long Fight\u003c/h3>\n\u003cp>As fall turned to winter, Hansen tried everything she could think of to get her missing unemployment money back. She spent hours on hold with the bank, then called the state when she was told it was an identity verification issue. After waiting hours longer to get through to the state agency, and often hung up on in the process, she was told that she needed to call the bank. She called politicians and posted online, and briefly saw the account reopened just long enough for another $672 to post to the account, only to have the card frozen again. [aside tag=\"unemployment\" label=\"More Related Coverage\"]\u003c/p>\n\u003cp>By December, it was too late. Hansen and her son slept in her Fiat or stayed with friends after they were forced to leave their two-bedroom rental in the Inland Empire to avoid eviction proceedings. There were no Christmas presents that month.\u003c/p>\n\u003cp>“Nobody helps. They blame it on each other,” Hansen said. “I don’t know if they’re trying to make it to where I just don’t fight anymore, but that’s $13,000.”\u003c/p>\n\u003cp>Stories like Hansen’s, where both the state and the bank have added to confusion, make the prospect of unraveling California’s unemployment crisis more daunting. In Sacramento, both Democrats and Republicans have proposed legislation to add a direct deposit option for claimants, crack down on fraud and strengthen oversight. Bank of America’s current contract ends this summer.\u003c/p>\n\u003cp>In addition to refunding legitimate unemployment claimants caught up in the mess, Patterson worries about tax bills and unsuspecting people asked to repay the government for benefits paid out to fraudsters. He said lawmakers are weighing requirements for the agency to act fast.\u003c/p>\n\u003cp>Meanwhile, unemployment claimants accused Bank of America in a \u003ca href=\"https://calmatters.org/california-divide/2021/01/bank-of-america-sued-over-edd-unemployment-debit-card-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">class-action lawsuit filed last month\u003c/a> of putting them at risk of debit card fraud. The bank argues that the “vast majority” of fraud during the pandemic involved fraudulent unemployment applications that the state failed to catch, rather than debit card fraud. While lawmakers and the state auditor press for more details on \u003ca href=\"https://calmatters.org/newsletters/whatmatters/2021/01/how-edd-failed-to-detect-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">up to $31 billion in total fraud\u003c/a>, Saunders said it’s also possible that federal watchdogs like the Consumer Financial Protection Bureau could get involved if the bank fails to provide claim documentation or timely credits for fraud as required by law.\u003c/p>\n\u003cp>“If they’re found not to have complied,” Saunders said, “then the bank would be responsible to reimburse the consumers.”\u003c/p>\n\u003cp>With no full reopening in sight for Disneyland, Hansen has taken to making boxes of toffee, chocolate strawberries and peanut brittle in a friend’s kitchen for anyone who still has $10 or $20 to spend. She was mailed one paper unemployment check for $1,000 in January — enough to pay for her son’s medication and the car they were living in — and the family recently moved into a rented room while she fights for the rest of the missing money.\u003c/p>\n\u003cp>Hansen says, “There’s gotta be an easier way.”\u003c/p>\n\u003cp>[ad floatright]\u003c/p>\n",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>\u003cem>Leer en \u003ca href=\"https://calmatters.org/calmatters-en-espanol/2021/02/como-el-edd-y-bank-of-america-ganan-millones-con-el-desempleo-en-california/\" target=\"_blank\" rel=\"noopener noreferrer\">español\u003c/a>.\u003c/em>\u003c/p>\n\u003cp>She didn’t know it at the time, but last September was when everything started to unravel for Julie Hansen. It was late in the month when the furloughed Disneyland candy maker noticed a string of suspicious charges totaling $12,222.23 on her state-issued Bank of America unemployment debit card. First, the money was credited back to her account. Then it disappeared again, setting in motion a chain of events that left her and her son homeless.\u003c/p>\n\u003cfigure id=\"attachment_11858834\" class=\"wp-caption alignleft\" style=\"max-width: 715px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11858834\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/02/Julie_Hansen.png\" alt=\"Image of Julie and son\" width=\"715\" height=\"791\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2021/02/Julie_Hansen.png 715w, https://cdn.kqed.org/wp-content/uploads/sites/10/2021/02/Julie_Hansen-160x177.png 160w\" sizes=\"auto, (max-width: 715px) 100vw, 715px\">\u003cfigcaption class=\"wp-caption-text\">Julie Hansen with her son. The pair has stayed in Hansen’s Fiat and with friends while she fights for nearly $13,000 tied up in her frozen state-issued Bank of America unemployment debit card. \u003ccite>(Courtesy of Julie Hansen)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>Behind the scenes, California’s Employment Development Department and longtime debit card contractor Bank of America were \u003ca href=\"https://calmatters.org/economy/2020/12/who-will-pay-for-all-of-californias-unemployment-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">scrambling to rein in rampant fraud\u003c/a>. They froze some 350,000 unemployment accounts around the time Hansen’s card was cut off.\u003c/p>\n\u003cp>The catch: while Hansen and other out-of-work Californians were left in financial purgatory unable to access unemployment money, a \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">Great Recession-era contract\u003c/a> ensured that the state and the bank kept raking in millions of dollars in merchant fees whenever debit cards still in circulation were swiped. In September, the EDD made $5.2 million on a debit card revenue sharing agreement with Bank of America — a sizable chunk of the $22.5 million the state raked in from March to October, according to public records requested by CalMatters.\u003c/p>\n\u003cp>How much money did Bank of America make on its end of the deal? The state says it doesn’t know, and the bank won’t say, despite a contract requirement to report unemployment debit card fees and revenue each month. “EDD does not track BofA’s revenue,” the agency told CalMatters. The bank declined to comment on its unemployment revenue and financial reporting.\u003c/p>\n\u003cp>“This is essentially a nifty little hidden kickback scheme,” said Assembly Member Jim Patterson, a Republican from Fresno. “This is becoming far too familiar. EDD just does not tell us what’s going on.”\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://e.infogram.com/8f3d8d73-5256-45ba-a497-01857d425f45?src=embed\" title=\"EDD debit card profit\" width=\"800\" height=\"870\" scrolling=\"no\" frameborder=\"0\" style=\"border:none;\" allowfullscreen=\"allowfullscreen\" class=\"iframe-class\">\u003c/iframe>\u003c/p>\n\u003ch3>Basic Questions Unanswered\u003c/h3>\n\u003cp>In recent weeks, California lawmakers\u003ca href=\"https://calmatters.org/economy/2020/11/bank-of-america-california-lawmakers-unemployment-direct-deposit/\" target=\"_blank\" rel=\"noopener noreferrer\"> rushing to introduce new unemployment reform bills\u003c/a> have struggled to get basic questions answered about when and how jobless workers are paid — and who profits in the process.\u003c/p>\n\u003cp>Under Bank of America’s exclusive 2010 unemployment debit card contract with the state, which was \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">first detailed by CalMatters\u003c/a>, the Employment Development Department does not pay the bank directly for its financial services. Instead, the two parties split revenue on merchant transaction fees when the cards are swiped, and the bank charges limited consumer fees for things like ATM use or rush shipping on new debit cards. The contract specifies only that the state’s share of the fee revenue will “assist in offsetting program costs.”\u003c/p>\n\u003cp>The bank was supposed to report at least monthly on any fees earned and its average revenue, according to the contract provided by the state. But when CalMatters asked for those reports, the state said it did not have any records on bank fees. The agency said only that Bank of America made $37.8 million in transaction fees during 2013 — a figure disclosed as part of a bond estimate in a year when California paid out a sliver of the record \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/introduction.html\" target=\"_blank\" rel=\"noopener noreferrer\">$111 billion\u003c/a> in unemployment benefits from March to December last year.\u003c/p>\n\u003cp>\u003cspan style=\"font-weight: 400\">\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/span>\u003c/p>\n\u003cp>“I’m stunned that EDD doesn’t know,” Patterson said, “and I’m not sure that I believe that they don’t know.”\u003c/p>\n\u003cp>Bank of America said it suspended some consumer fees, including rush shipping charges, in the spring. The bank declined to comment on transaction fees. Faiz Ahmad, managing director of transaction services for Bank of America, \u003ca href=\"https://calmatters.org/economy/2021/01/bank-of-america-lost-hundreds-of-millions-on-california-unemployment-fiasco/\" target=\"_blank\" rel=\"noopener noreferrer\">told lawmakers last week\u003c/a> that despite any money the bank may have made during the pandemic, it “lost hundreds of millions of dollars on the contract” last year due to fraud and a need to hire more customer service workers to respond to complaints.\u003c/p>\n\u003cp>\u003cspan style=\"font-weight: 400\">\u003c/p>\u003c/div>",
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"content": "‘Bank of America’s contract with EDD belongs to California’s taxpayers. Its contents are not secret. They belong to the public record.’",
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"content": "\u003cdiv class=\"post-body\">\u003cp> \u003c/span>“Bank of America’s contract with EDD belongs to California’s taxpayers,” said Assembly Member Wendy Carrillo, a Democrat from Los Angeles. “Its contents are not secret. They belong to the public record.”\u003c/p>\n\u003cp>Lauren Saunders, associate director of the National Consumer Law Center, has \u003ca href=\"https://www.nclc.org/images/pdf/pr-reports/report-prepaid-card-2013.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">studied unemployment debit card contracts\u003c/a> including the one Bank of America has in California. She found that many states are “not paying any attention” to fees earned by banks — a lack of transparency that makes it hard to know how much unemployed workers are paying to use their benefit money — but that California’s revenue sharing agreement appears to be unique.\u003c/p>\n\u003cp>“Banks have to make money. They are selling a product,” Saunders said. “What’s more unusual is the state making money. That’s because California is such a big market and there was so much interchange revenue that the bank was willing to share some with the state, but that money should go back into making sure that people aren’t paying fees and to making sure that people get the money where they want to get it.”\u003c/p>\n\u003ch3>A Long Fight\u003c/h3>\n\u003cp>As fall turned to winter, Hansen tried everything she could think of to get her missing unemployment money back. She spent hours on hold with the bank, then called the state when she was told it was an identity verification issue. After waiting hours longer to get through to the state agency, and often hung up on in the process, she was told that she needed to call the bank. She called politicians and posted online, and briefly saw the account reopened just long enough for another $672 to post to the account, only to have the card frozen again. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>By December, it was too late. Hansen and her son slept in her Fiat or stayed with friends after they were forced to leave their two-bedroom rental in the Inland Empire to avoid eviction proceedings. There were no Christmas presents that month.\u003c/p>\n\u003cp>“Nobody helps. They blame it on each other,” Hansen said. “I don’t know if they’re trying to make it to where I just don’t fight anymore, but that’s $13,000.”\u003c/p>\n\u003cp>Stories like Hansen’s, where both the state and the bank have added to confusion, make the prospect of unraveling California’s unemployment crisis more daunting. In Sacramento, both Democrats and Republicans have proposed legislation to add a direct deposit option for claimants, crack down on fraud and strengthen oversight. Bank of America’s current contract ends this summer.\u003c/p>\n\u003cp>In addition to refunding legitimate unemployment claimants caught up in the mess, Patterson worries about tax bills and unsuspecting people asked to repay the government for benefits paid out to fraudsters. He said lawmakers are weighing requirements for the agency to act fast.\u003c/p>\n\u003cp>Meanwhile, unemployment claimants accused Bank of America in a \u003ca href=\"https://calmatters.org/california-divide/2021/01/bank-of-america-sued-over-edd-unemployment-debit-card-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">class-action lawsuit filed last month\u003c/a> of putting them at risk of debit card fraud. The bank argues that the “vast majority” of fraud during the pandemic involved fraudulent unemployment applications that the state failed to catch, rather than debit card fraud. While lawmakers and the state auditor press for more details on \u003ca href=\"https://calmatters.org/newsletters/whatmatters/2021/01/how-edd-failed-to-detect-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">up to $31 billion in total fraud\u003c/a>, Saunders said it’s also possible that federal watchdogs like the Consumer Financial Protection Bureau could get involved if the bank fails to provide claim documentation or timely credits for fraud as required by law.\u003c/p>\n\u003cp>“If they’re found not to have complied,” Saunders said, “then the bank would be responsible to reimburse the consumers.”\u003c/p>\n\u003cp>With no full reopening in sight for Disneyland, Hansen has taken to making boxes of toffee, chocolate strawberries and peanut brittle in a friend’s kitchen for anyone who still has $10 or $20 to spend. She was mailed one paper unemployment check for $1,000 in January — enough to pay for her son’s medication and the car they were living in — and the family recently moved into a rented room while she fights for the rest of the missing money.\u003c/p>\n\u003cp>Hansen says, “There’s gotta be an easier way.”\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cp>State Auditor Elaine Howle \u003ca href=\"https://apnews.com/article/california-jobless-claims-coronavirus-pandemic-0281a79c0e644fbe283f970ee1227ba6\" target=\"_blank\" rel=\"noopener noreferrer\">found Thursday\u003c/a> the state agency that oversees unemployment benefits paid out at least \u003ca href=\"https://www.latimes.com/california/story/2021-01-25/california-unemployment-fraud-11-billion-investigations\" target=\"_blank\" rel=\"noopener noreferrer\">$10.4 billion in fraudulent claims\u003c/a> due to “significant missteps and inaction.”\u003c/p>\n\u003cp>At one point, just two people were assigned to look into reports of 1,000 fraudulent claims per day. The audit found the agency paid at least $810 million to prison inmates, more than double the amount previously thought.\u003c/p>\n\u003cp>The findings are the latest examination of the agency’s struggles as it rushed to pay claims to millions of Californians who lost their jobs amid coronavirus-related business closures. While some say Gov. Gavin Newsom is at fault, several Democratic lawmakers and a former gubernatorial chief of staff say it’s unfair to blame Newsom for the Employment Development Department’s problems, and that the focus should be on fixing the department. But Republicans and at least one outside expert say fraud could have been halted sooner.[pullquote size=\"medium\" align=\"right\" citation=\"Susan Kennedy, former chief of staff to Republican Gov. Arnold Schwarzenegger\"]‘There is no magic wand for a state this large with this much volume with an antiquated computer system. The only thing you can do is cut through the bureaucracy.’[/pullquote]\u003c/p>\n\u003cp>Newsom spokeswoman Erin Mellon said the new federal unemployment program created last year was the source of most of the fraud, with the Trump administration giving states little assistance to combat it. She pointed to actions Newsom has taken like creating a strike force in August to evaluate the agency and, more recently, a fraud task force. But she declined to directly answer questions about whether the governor was aware of identity theft issues, how often he met with the unemployment department’s leadership in 2020 and who in his office was responsible for communicating with the department about problems.\u003c/p>\n\u003cp>The audit found the federal government warned the state at least three times in the early months of the pandemic to beef up its fraud protections. In May, the U.S. Department of Labor’s Office of the Inspector General warned California its surge of 2.9 million claims in March and April were likely tainted by at least $1.2 billion in fraud.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>Still, the auditor found the state “continues to pay claims despite having evidence that they are very likely fraudulent.”\u003c/p>\n\u003cp>In an interview with \u003ca href=\"https://www.kqed.org/forum/2010101881829/edd-spokesperson-loree-levy-responds-to-state-audits\" target=\"_blank\" rel=\"noopener noreferrer\">KQED Forum\u003c/a>, Loree Levy, the deputy director of public affairs for California’s Employee Development Department told KQED that efforts by the department prevented $60 billion worth of fraudulent claims. She noted the new identification system — \u003ca href=\"https://help.id.me/hc/en-us/articles/360054836774-How-do-I-verify-my-identity-for-the-California-Employment-Development-Department-EDD-\" target=\"_blank\" rel=\"noopener noreferrer\">ID.me\u003c/a> was key to this. Levy also said that criminals were going state to state “to see where the vulnerabilities are.” She also noted that it’s an evolving situation in which “the plane continues to be rebuilt in midair.” [aside postID=\"news_2010101881829\"]\u003c/p>\n\u003cp>While EDD implemented ID.me to fight fraud and eliminate tedious manual processing times, applicants have reported hours-long wait times to verify their identities with the platform. These are especially tedious when claimants are redirected to the service’s video call center, which happens if ID.me can’t immediately process their verification document uploads.\u003c/p>\n\u003cp>On Monday, ID.me CEO Blake Hall said more than 70,000 Californians were redirected to the video service in January alone. ID.me is also less accessible for people who don’t have smartphones and is currently only available in English and Spanish.\u003c/p>\n\u003cp>The EDD is under new leadership after the director retired in December. No department leaders were fired over the fraud.\u003c/p>\n\u003cp>“If California was a bank they wouldn’t be able to be in business anymore. The regulators would shut them down because they’re just not following normal business practices,” said Haywood Talcove, CEO of LexisNexis’ Risk Solutions Government division, an identity verification and fraud detection service that works with banks and some state governments. He said the state could have put in place protections without revamping its entire system.\u003c/p>\n\u003cp>But Susan Kennedy, who served as chief of staff to former Republican Gov. Arnold Schwarzenegger and in the administration of Democratic Gov. Gray Davis, said the state’s outdated systems have plagued the unemployment agency for decades. Faced with millions of Californians suddenly out of work and in need of benefits, state officials had little choice but to get benefits out as quickly as possible, even if fraud slipped in, she said.\u003c/p>\n\u003cp>“There is no magic wand for a state this large with this much volume with an antiquated computer system,” Kennedy said. “The only thing you can do is cut through the bureaucracy.”\u003c/p>\n\u003cp>Republicans, who hold the minority in the state Legislature, said Newsom bears the responsibility for the agency’s failures. Assemblyman Jim Patterson, R-Fresno, said his Democratic colleagues might not hold Newsom accountable.\u003c/p>\n\u003cp>“You get very close to politically covering up the responsibility of the governor,” Patterson said. [aside tag=\"unemployment, fraud\" label=\"More Related Stories\"]\u003c/p>\n\u003cp>Assemblyman Rudy Salas, D-Bakersfield, who chairs the Joint Legislative Audit Committee, said Newsom needs to “fully engage and immerse himself in fixing the problems at EDD.”\u003c/p>\n\u003cp>“I think it’s something that Californians are demanding and they’re demanding it now because they’re hurting,” Salas said. He said Newsom took a good first step by creating the strike team last summer.\u003c/p>\n\u003cp>Assemblyman David Chiu, a San Francisco Democrat who has been highly critical of the department, said it’s possible agency officials weren’t being truthful with the administration, though he hadn’t spoken directly to Newsom about the audit.\u003c/p>\n\u003cp>The audit found that the department had played a “significant role” in directing Bank of America, which handles unemployment debit cards, to freeze 344,000 accounts in September, many belonging to legitimate claimants. But the department had earlier told lawmakers that the bank had made the decision to freeze the accounts.\u003c/p>\n\u003cp>“Legislators have been given completely misleading, deceptive information,” Chiu said. “I suspect that that might also be true for the governor’s office.”\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>__\u003cbr>\n\u003cem>\u003cbr>\nAssociated Press reporters Kathleen Ronayne and Adam Beam and KQED’s Mary Franklin Harvin and Lakshmi Sarah contributed to this post.\u003c/em>\u003c/p>\n\n",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Newsom spokeswoman Erin Mellon said the new federal unemployment program created last year was the source of most of the fraud, with the Trump administration giving states little assistance to combat it. She pointed to actions Newsom has taken like creating a strike force in August to evaluate the agency and, more recently, a fraud task force. But she declined to directly answer questions about whether the governor was aware of identity theft issues, how often he met with the unemployment department’s leadership in 2020 and who in his office was responsible for communicating with the department about problems.\u003c/p>\n\u003cp>The audit found the federal government warned the state at least three times in the early months of the pandemic to beef up its fraud protections. In May, the U.S. Department of Labor’s Office of the Inspector General warned California its surge of 2.9 million claims in March and April were likely tainted by at least $1.2 billion in fraud.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Still, the auditor found the state “continues to pay claims despite having evidence that they are very likely fraudulent.”\u003c/p>\n\u003cp>In an interview with \u003ca href=\"https://www.kqed.org/forum/2010101881829/edd-spokesperson-loree-levy-responds-to-state-audits\" target=\"_blank\" rel=\"noopener noreferrer\">KQED Forum\u003c/a>, Loree Levy, the deputy director of public affairs for California’s Employee Development Department told KQED that efforts by the department prevented $60 billion worth of fraudulent claims. She noted the new identification system — \u003ca href=\"https://help.id.me/hc/en-us/articles/360054836774-How-do-I-verify-my-identity-for-the-California-Employment-Development-Department-EDD-\" target=\"_blank\" rel=\"noopener noreferrer\">ID.me\u003c/a> was key to this. Levy also said that criminals were going state to state “to see where the vulnerabilities are.” She also noted that it’s an evolving situation in which “the plane continues to be rebuilt in midair.” \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>While EDD implemented ID.me to fight fraud and eliminate tedious manual processing times, applicants have reported hours-long wait times to verify their identities with the platform. These are especially tedious when claimants are redirected to the service’s video call center, which happens if ID.me can’t immediately process their verification document uploads.\u003c/p>\n\u003cp>On Monday, ID.me CEO Blake Hall said more than 70,000 Californians were redirected to the video service in January alone. ID.me is also less accessible for people who don’t have smartphones and is currently only available in English and Spanish.\u003c/p>\n\u003cp>The EDD is under new leadership after the director retired in December. No department leaders were fired over the fraud.\u003c/p>\n\u003cp>“If California was a bank they wouldn’t be able to be in business anymore. The regulators would shut them down because they’re just not following normal business practices,” said Haywood Talcove, CEO of LexisNexis’ Risk Solutions Government division, an identity verification and fraud detection service that works with banks and some state governments. He said the state could have put in place protections without revamping its entire system.\u003c/p>\n\u003cp>But Susan Kennedy, who served as chief of staff to former Republican Gov. Arnold Schwarzenegger and in the administration of Democratic Gov. Gray Davis, said the state’s outdated systems have plagued the unemployment agency for decades. Faced with millions of Californians suddenly out of work and in need of benefits, state officials had little choice but to get benefits out as quickly as possible, even if fraud slipped in, she said.\u003c/p>\n\u003cp>“There is no magic wand for a state this large with this much volume with an antiquated computer system,” Kennedy said. “The only thing you can do is cut through the bureaucracy.”\u003c/p>\n\u003cp>Republicans, who hold the minority in the state Legislature, said Newsom bears the responsibility for the agency’s failures. Assemblyman Jim Patterson, R-Fresno, said his Democratic colleagues might not hold Newsom accountable.\u003c/p>\n\u003cp>“You get very close to politically covering up the responsibility of the governor,” Patterson said. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Assemblyman Rudy Salas, D-Bakersfield, who chairs the Joint Legislative Audit Committee, said Newsom needs to “fully engage and immerse himself in fixing the problems at EDD.”\u003c/p>\n\u003cp>“I think it’s something that Californians are demanding and they’re demanding it now because they’re hurting,” Salas said. He said Newsom took a good first step by creating the strike team last summer.\u003c/p>\n\u003cp>Assemblyman David Chiu, a San Francisco Democrat who has been highly critical of the department, said it’s possible agency officials weren’t being truthful with the administration, though he hadn’t spoken directly to Newsom about the audit.\u003c/p>\n\u003cp>The audit found that the department had played a “significant role” in directing Bank of America, which handles unemployment debit cards, to freeze 344,000 accounts in September, many belonging to legitimate claimants. But the department had earlier told lawmakers that the bank had made the decision to freeze the accounts.\u003c/p>\n\u003cp>“Legislators have been given completely misleading, deceptive information,” Chiu said. “I suspect that that might also be true for the governor’s office.”\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>__\u003cbr>\n\u003cem>\u003cbr>\nAssociated Press reporters Kathleen Ronayne and Adam Beam and KQED’s Mary Franklin Harvin and Lakshmi Sarah contributed to this post.\u003c/em>\u003c/p>\n\n\u003c/div>\u003c/p>",
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"content": "\u003cp>There’s a natural push and pull between California's governor and the Legislature, no matter who’s in charge.\u003c/p>\n\u003cp>But tensions seem especially high since news leaked last weekend that Gov. Gavin Newsom was \u003ca href=\"https://www.kqed.org/coronavirusliveupdates/news/11856850/california-lifts-stay-at-home-orders-for-all-regions\">lifting the state's COVID-19 stay-at-home orders for all regions\u003c/a> on Monday, a move that seemed to catch many lawmakers off guard.\u003c/p>\n\u003cp>While it’s not unusual for legislators to privately have gripes about the governor, Newsom's announcement pushed some of those grievances out into the open.\u003c/p>\n\u003cp>Several lawmakers openly complained on Twitter about learning Newsom was relaxing COVID-19 restrictions via social media, rather from the governor’s office.\u003c/p>\n\u003cp>https://twitter.com/Evan_Low/status/1353791621108703232?s=20\u003c/p>\n\u003cp>https://twitter.com/laurafriedman43/status/1353773182054932480?s=20\u003c/p>\n\u003cp>Assemblyman Chad Mayes, I-Yucca Valley, said many of his colleagues are tired of feeling like they’ve been left out of the loop.\u003c/p>\n\u003cp>“There is this very, very real frustration, not just among Republicans, but also among Democrats in the Legislature, that the administration has not done a good job of reaching out to them to be able to communicate with them on the decisions that are being made,\" Mayes said.\u003c/p>\n\u003cp>It’s not just about Newsom’s abrupt lifting of the stay-at-home orders.\u003c/p>\n\u003cp>Lawmakers have skewered Newsom’s Employment Development Department for \u003ca href=\"https://www.kqed.org/news/11857101/unemployed-californians-pay-the-price-as-edd-struggles-to-sort-fraud-from-fair-claims\">mismanaging unemployment claims\u003c/a> during the pandemic. They’ve complained the governor was making decisions unilaterally while the Legislature was in recess because of COVID-19.\u003c/p>\n\u003cp>Mayes said lawmakers have a right to be informed and included.\u003c/p>\n\u003cp>“The Legislature is a coequal branch of government and the new administration has really sidelined the Legislature as related to the pandemic,\" he said.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>Democratic Consultant Robin Swanson said Newsom risks losing support for key proposals, like the budget, if he doesn’t improve his relationship with lawmakers. Luckily for him, Swanson said Newsom recently hired a senior staffer, Jim DeBoo, who has a long history in the Legislature.\u003c/p>\n\u003cp>“I think that the governor's going to need to rely on those relationships and really strong communication with those members to move his agenda forward,\" Swanson said.\u003c/p>\n\u003cp>Obviously, DeBoo's arrival has not led to a quick turn around in the governor's office, which has long faced criticism for its lack of communication and go-it-alone style.\u003c/p>\n\u003cp>Still, Swanson acknowledged Newsom is facing some unprecedented challenges right now.\u003c/p>\n\u003cp>And state Sen. Scott Wiener, D-San Francisco, agreed.\u003c/p>\n\u003cp>“The governor is drinking water from a fire hose and has been for a couple of years now between a once-in-a-century pandemic, an economic collapse, record-setting wildfires, a collapsing utility and PG&E and so forth,\" Wiener said.\u003c/p>\n\u003cp>[aside label='More Politics' tag='politics']Wiener said there are always times when communication could be better. But he said it’s healthy and normal for there to be tension between governors and lawmakers. And Wiener brushed off comparisons to Newsom's \u003ca href=\"https://www.sfgate.com/bayarea/article/Many-casualties-in-Newsom-Peskin-war-of-words-3294756.php\">poor relationship\u003c/a> with the San Francisco Board of Supervisors when Newsom was mayor.\u003c/p>\n\u003cp>\"That Board of Supervisors went out of its way to poke then-Mayor Newsom in the eye to oppose anything that he was for,\" Wiener said. \"So it was a very different kind of dynamic. And I don't see that dynamic at all in the governor's relationship with the Legislature.\"\u003c/p>\n\u003cp>When asked in a press conference Monday about whether he left the Legislature out of the loop on his decision to lift the stay at home order, Newsom said sometimes he needs to act quickly.\u003c/p>\n\u003cp>\"Do we delay that for a long, protracted, comprehensive outreach or do we just move forward?\" he said.\u003c/p>\n\u003cp>Whether or not lawmakers accept that explanation, or look for ways to reassert themselves, will become more clear in the coming weeks. And with a possible recall of the governor on a future ballot, Newsom will need all the friends he can get.\u003c/p>\n\u003cp>\u003c/p>\n",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>There’s a natural push and pull between California's governor and the Legislature, no matter who’s in charge.\u003c/p>\n\u003cp>But tensions seem especially high since news leaked last weekend that Gov. Gavin Newsom was \u003ca href=\"https://www.kqed.org/coronavirusliveupdates/news/11856850/california-lifts-stay-at-home-orders-for-all-regions\">lifting the state's COVID-19 stay-at-home orders for all regions\u003c/a> on Monday, a move that seemed to catch many lawmakers off guard.\u003c/p>\n\u003cp>While it’s not unusual for legislators to privately have gripes about the governor, Newsom's announcement pushed some of those grievances out into the open.\u003c/p>\n\u003cp>Several lawmakers openly complained on Twitter about learning Newsom was relaxing COVID-19 restrictions via social media, rather from the governor’s office.\u003c/p>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\n\u003cp>Assemblyman Chad Mayes, I-Yucca Valley, said many of his colleagues are tired of feeling like they’ve been left out of the loop.\u003c/p>\n\u003cp>“There is this very, very real frustration, not just among Republicans, but also among Democrats in the Legislature, that the administration has not done a good job of reaching out to them to be able to communicate with them on the decisions that are being made,\" Mayes said.\u003c/p>\n\u003cp>It’s not just about Newsom’s abrupt lifting of the stay-at-home orders.\u003c/p>\n\u003cp>Lawmakers have skewered Newsom’s Employment Development Department for \u003ca href=\"https://www.kqed.org/news/11857101/unemployed-californians-pay-the-price-as-edd-struggles-to-sort-fraud-from-fair-claims\">mismanaging unemployment claims\u003c/a> during the pandemic. They’ve complained the governor was making decisions unilaterally while the Legislature was in recess because of COVID-19.\u003c/p>\n\u003cp>Mayes said lawmakers have a right to be informed and included.\u003c/p>\n\u003cp>“The Legislature is a coequal branch of government and the new administration has really sidelined the Legislature as related to the pandemic,\" he said.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Democratic Consultant Robin Swanson said Newsom risks losing support for key proposals, like the budget, if he doesn’t improve his relationship with lawmakers. Luckily for him, Swanson said Newsom recently hired a senior staffer, Jim DeBoo, who has a long history in the Legislature.\u003c/p>\n\u003cp>“I think that the governor's going to need to rely on those relationships and really strong communication with those members to move his agenda forward,\" Swanson said.\u003c/p>\n\u003cp>Obviously, DeBoo's arrival has not led to a quick turn around in the governor's office, which has long faced criticism for its lack of communication and go-it-alone style.\u003c/p>\n\u003cp>Still, Swanson acknowledged Newsom is facing some unprecedented challenges right now.\u003c/p>\n\u003cp>And state Sen. Scott Wiener, D-San Francisco, agreed.\u003c/p>\n\u003cp>“The governor is drinking water from a fire hose and has been for a couple of years now between a once-in-a-century pandemic, an economic collapse, record-setting wildfires, a collapsing utility and PG&E and so forth,\" Wiener said.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>Wiener said there are always times when communication could be better. But he said it’s healthy and normal for there to be tension between governors and lawmakers. And Wiener brushed off comparisons to Newsom's \u003ca href=\"https://www.sfgate.com/bayarea/article/Many-casualties-in-Newsom-Peskin-war-of-words-3294756.php\">poor relationship\u003c/a> with the San Francisco Board of Supervisors when Newsom was mayor.\u003c/p>\n\u003cp>\"That Board of Supervisors went out of its way to poke then-Mayor Newsom in the eye to oppose anything that he was for,\" Wiener said. \"So it was a very different kind of dynamic. And I don't see that dynamic at all in the governor's relationship with the Legislature.\"\u003c/p>\n\u003cp>When asked in a press conference Monday about whether he left the Legislature out of the loop on his decision to lift the stay at home order, Newsom said sometimes he needs to act quickly.\u003c/p>\n\u003cp>\"Do we delay that for a long, protracted, comprehensive outreach or do we just move forward?\" he said.\u003c/p>\n\u003cp>Whether or not lawmakers accept that explanation, or look for ways to reassert themselves, will become more clear in the coming weeks. And with a possible recall of the governor on a future ballot, Newsom will need all the friends he can get.\u003c/p>\n\u003cp>\u003c/p>\n\u003c/div>\u003c/p>",
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"content": "\u003cp>As state officials frantically work to review hundreds of thousands of frozen unemployment accounts for fraud, a \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/summary.html\" target=\"_blank\" rel=\"noopener noreferrer\">new report\u003c/a> from the California state auditor found that the state unemployment department’s inefficiency and lack of advanced planning continue to create delays — and the department is still not doing all it needs to in order to correct the issue. But reports from the Employment Development Department indicate this figure has already increased with more fraud being verified.\u003c/p>\n\u003cp>The report is a response to a request for an emergency audit from the state’s Joint Legislative Audit Committee. State legislators responded Tuesday by asking for an oversight hearing focused on ensuring the Employment Development Department implements the auditor’s recommendations.\u003c/p>\n\u003cp>The audit comes one day after EDD confirmed it has paid out at least $11 billion worth of fraudulent unemployment benefits since the beginning of the pandemic. A good chunk of claims are still being reviewed, and Labor Secretary Julie Su says the agency expects the number of fraudulent claims will continue to increase. [aside tag=\"EDD,jobless-benefits\" label=\"more coverage\"]\u003c/p>\n\u003cp>“There is no sugarcoating the reality,\" Su said at a press event Monday. \"California did not have sufficient security measures in place to prevent this level of fraud, and criminals took advantage of the situation.\"\u003c/p>\n\u003cp>In November, California district attorneys announced that \u003ca href=\"https://www.latimes.com/california/story/2020-11-24/california-has-sent-jobless-benefits-to-death-row-inmates\" target=\"_blank\" rel=\"noopener noreferrer\">a scam ring centered out of state and county correctional facilities\u003c/a> had bilked the state out of hundreds of millions in fake benefits. The figure reported Monday exceeds \u003ca href=\"https://www.latimes.com/california/story/2021-01-15/unemployment-benefit-fraud-california-billions-edd\" target=\"_blank\" rel=\"noopener noreferrer\">earlier, already staggering estimates\u003c/a>.\u003c/p>\n\u003cp>At the end of 2020, as part of an effort to prevent future hacks, \u003ca href=\"https://www.kqed.org/news/11854097/california-suspends-1-4-million-virus-unemployment-claims\" target=\"_blank\" rel=\"noopener noreferrer\">EDD froze 1.4 million accounts\u003c/a> in what one advocate called “the New Year’s Eve freeze.”\u003c/p>\n\u003cp>On Monday, EDD spokesperson Loree Levy said she could not confirm how many of those frozen accounts have since been verified as legitimate. But she could confirm that a little over 300,000 applicants had provided the requested verification information to reactivate their accounts. This does not necessarily mean they have gotten their money yet, but they should be much closer to getting paid.\u003c/p>\n\u003cp>It also means the accounts and benefits of more than 1 million people are still in limbo.\u003c/p>\n\u003cfigure id=\"attachment_11857149\" class=\"wp-caption aligncenter\" style=\"max-width: 1920px\">\u003cimg class=\"size-full wp-image-11857149\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut.jpg\" alt=\"\" width=\"1920\" height=\"1280\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut.jpg 1920w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-1536x1024.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\">\u003cfigcaption class=\"wp-caption-text\">Gregory Collins works in a friend's garden in Redwood City on Jan. 25, 2021. \u003ccite>(Beth LaBerge/KQED)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>Frozen but Not a Fraudster\u003c/h3>\n\u003cp>Though EDD is unable to confirm how many legitimate applicants have been impacted by its attempts to fight fraud, advocates say the numbers are significant. And some applicants have been both victims of fraud \u003cem>and\u003c/em> victims of the unemployment agency’s efforts to prevent it.\u003c/p>\n\u003cp>Gregory Collins of Redwood City is one of them.\u003c/p>\n\u003cp>Before the pandemic, Collins worked as a tech contractor. He’s been trying to hustle and find work since he got laid off last spring. But Collins, in his early 50s, says his age creates an additional barrier in the already anemic job market.\u003c/p>\n\u003cp>And he hasn’t just confined his search to his field. Several months ago, he applied at In-N-Out.\u003c/p>\n\u003cp>“I’m a vegetarian and there’s nothing there that I actually eat, so not even a free meal there would appeal to me, but it was close and I thought, until things get better,” he said.\u003c/p>\n\u003cp>He didn’t get the job.\u003c/p>\n\u003cfigure id=\"attachment_11857130\" class=\"wp-caption alignright\" style=\"max-width: 800px\">\u003cimg class=\"size-medium wp-image-11857130\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-800x1067.jpeg\" alt=\"Greg Collins with his mother, who passed away while he was navigating Bank of America's circuitous fraud process.\" width=\"800\" height=\"1067\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-800x1067.jpeg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-160x213.jpeg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-840x1120.jpeg 840w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-687x916.jpeg 687w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-414x552.jpeg 414w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-354x472.jpeg 354w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom.jpeg 960w\" sizes=\"(max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Gregory Collins with his mother, who passed away while he was navigating Bank of America's circuitous fraud process. \u003ccite>((Courtesy Greg Collins))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>At the end of last year, Collins was one of those 1.4 million accounts EDD froze to fight future fraud. In mid-January, he was able to verify his claim and restart his payments.\u003c/p>\n\u003cp>Despite that, Collins said it feels like two steps forward, 5,000 steps back. Because every benefit check he gets goes towards paying off the debt that fraudsters racked up when they hacked his benefits account last fall.\u003c/p>\n\u003cp>At the beginning of September, Collins’ Bank of America debit card — through which he receives his benefits — got breached.\u003c/p>\n\u003cp>The irony, he says, is that Collins himself had triggered freezes on his own account for everyday purchases. But when hackers used his card to make more than 50 fraudulent transactions in Southern California, there was no alert from Bank of America.\u003c/p>\n\u003cp>In the middle of all this, his mom passed away. And because of the fraud, Collins couldn’t afford to get back to Ohio, where she lived.\u003c/p>\n\u003cp>“There was just no way I could do it without the funds,” he said.\u003c/p>\n\u003cp>The claims process took months, countless hours on the phone and required filing police reports. By mid-November, Collins thought he was finally in the clear, but he wasn’t. A month later, Bank of America sent him a letter saying, after a review, the bank had decided that there were no fraudulent charges on his account.\u003c/p>\n\u003cfigure id=\"attachment_11857122\" class=\"wp-caption aligncenter\" style=\"max-width: 667px\">\u003cimg class=\"size-full wp-image-11857122\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2.jpg\" alt=\"Denial letter from Bank of America dated Dec. 14, 2020. \" width=\"667\" height=\"255\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2.jpg 667w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2-160x61.jpg 160w\" sizes=\"(max-width: 667px) 100vw, 667px\">\u003cfigcaption class=\"wp-caption-text\">Denial letter from Bank of America dated Dec. 14, 2020. \u003ccite>((Courtesy Gregory Collins))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>When Collins called the bank for clarification, he didn’t get much.\u003c/p>\n\u003cp>“They just said, ‘Oh, well, just resubmit your claim for reconsideration.’ But I'm like, what was the problem with the first, you know, submission?’ ” he said. The representative said they were unable to provide Collins with more context for his denial and that bank staff would get to his submission as soon as they could.\u003c/p>\n\u003cp>Bank of America spokesman Bill Halldin said the bank has beefed up the call center team that handles inquiries on EDD cards to expedite processing times. But, as of late January, Collins is still waiting to hear back on the reconsideration request he submitted.\u003c/p>\n\u003cp>And he’s not the only unemployment recipient who’s exasperated as a result of his experience.\u003c/p>\n\u003cp>In mid-January, a \u003ca href=\"https://calmatters.org/california-divide/2021/01/bank-of-america-sued-over-edd-unemployment-debit-card-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">new lawsuit\u003c/a> filed out of the U.S. District Court in San Francisco alleged Bank of America didn’t do enough to protect EDD account holders. Like Collins, the plaintiff in the case says she has yet to be reimbursed for unauthorized transactions on her EDD debit card.\u003c/p>\n\u003cp>There’s also a chance that the hacking of Collins’ debit card, and the freezing of his EDD account last year, are linked, said Daniela Urban, founder of the Center for Workers’ Rights in Sacramento.\u003c/p>\n\u003cp>“We've been hearing more and more about problems like this, where ... the claimant \u003cem>themselves\u003c/em> have reported the fraud and all that did was make it more difficult for that claimant to receive the payments,\" she said. [ad fullwidth]\u003c/p>\n\u003ch3>Identity Verification Backlog\u003c/h3>\n\u003cp>While EDD isn’t able to confirm how many legitimate applicants it has mistakenly frozen through fraud efforts, a few newly released data points provide a window of insight.\u003c/p>\n\u003cp>Applicants are required to verify their identities through a database called ID.me that EDD implemented last October in hopes of minimizing manual processing times that helped to create its still-sizable backlog of unprocessed claims.\u003c/p>\n\u003cp>According to the state audit, in the first two months of ID.me’s use, 20% of the estimated number of legitimate applicants who tried to verify their identities, \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/responses.html\" target=\"_blank\" rel=\"noopener noreferrer\">were unsuccessful\u003c/a>. That accounts for about 140,000 people.\u003c/p>\n\u003cp>Additionally, \u003ca href=\"https://cuiab.ca.gov/Statistics/quickStats/Outcomes_July-Dec_2020.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">new data from the California Unemployment Insurance Appeals Board\u003c/a> shows almost 40% of appeals filed between July and December 2020 were related to claims denied because applicants didn’t submit appropriate ID documents on time. Of those cases, CUIAB granted almost 90% of the appeals.\u003c/p>\n\u003cp>In short: More than 30,000 applicants weren't getting their money when they should have been because of EDD’s errors.\u003c/p>\n\u003cp>Last week, EDD extended the timeline for applicants to submit their ID verification documents after numerous reports of delays.\u003c/p>\n\u003cp>https://twitter.com/CA_EDD/status/1352775661908226049\u003c/p>\n\u003cp>When ID.me can’t verify a user via document uploads, applicants are referred to a video call service. Blake Hall, CEO of ID.me, said Monday that 12% — or more than 70,000 people — of \u003ca href=\"https://www.kqed.org/coronavirusliveupdates/news/11856760/california-extends-deadline-for-unemployment-claimants-to-verify-identity\" target=\"_blank\" rel=\"noopener noreferrer\">those who’ve verified in the month of January\u003c/a> got referred to the video service.\u003c/p>\n\u003cp>Hall said the target wait time for video calls is between 30 minutes and two hours.\u003c/p>\n\u003cp>The system can also be challenging to access for people who don’t have smartphones. And while EDD does offer certain parts of the application process in multiple languages, ID.me is currently only available in English and Spanish for unemployment benefit purposes. But Hall said the company is committed to expanding those language options.\u003c/p>\n\u003cp>As for Gregory Collins, he said he’s gotten one unemployment benefit payment from EDD since he verified his account earlier this month. It was deducted from his Bank of America debit balance, which is now negative $4,638.23.\u003c/p>\n\u003cp>[ad floatright]\u003c/p>\n",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>As state officials frantically work to review hundreds of thousands of frozen unemployment accounts for fraud, a \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/summary.html\" target=\"_blank\" rel=\"noopener noreferrer\">new report\u003c/a> from the California state auditor found that the state unemployment department’s inefficiency and lack of advanced planning continue to create delays — and the department is still not doing all it needs to in order to correct the issue. But reports from the Employment Development Department indicate this figure has already increased with more fraud being verified.\u003c/p>\n\u003cp>The report is a response to a request for an emergency audit from the state’s Joint Legislative Audit Committee. State legislators responded Tuesday by asking for an oversight hearing focused on ensuring the Employment Development Department implements the auditor’s recommendations.\u003c/p>\n\u003cp>The audit comes one day after EDD confirmed it has paid out at least $11 billion worth of fraudulent unemployment benefits since the beginning of the pandemic. A good chunk of claims are still being reviewed, and Labor Secretary Julie Su says the agency expects the number of fraudulent claims will continue to increase. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>“There is no sugarcoating the reality,\" Su said at a press event Monday. \"California did not have sufficient security measures in place to prevent this level of fraud, and criminals took advantage of the situation.\"\u003c/p>\n\u003cp>In November, California district attorneys announced that \u003ca href=\"https://www.latimes.com/california/story/2020-11-24/california-has-sent-jobless-benefits-to-death-row-inmates\" target=\"_blank\" rel=\"noopener noreferrer\">a scam ring centered out of state and county correctional facilities\u003c/a> had bilked the state out of hundreds of millions in fake benefits. The figure reported Monday exceeds \u003ca href=\"https://www.latimes.com/california/story/2021-01-15/unemployment-benefit-fraud-california-billions-edd\" target=\"_blank\" rel=\"noopener noreferrer\">earlier, already staggering estimates\u003c/a>.\u003c/p>\n\u003cp>At the end of 2020, as part of an effort to prevent future hacks, \u003ca href=\"https://www.kqed.org/news/11854097/california-suspends-1-4-million-virus-unemployment-claims\" target=\"_blank\" rel=\"noopener noreferrer\">EDD froze 1.4 million accounts\u003c/a> in what one advocate called “the New Year’s Eve freeze.”\u003c/p>\n\u003cp>On Monday, EDD spokesperson Loree Levy said she could not confirm how many of those frozen accounts have since been verified as legitimate. But she could confirm that a little over 300,000 applicants had provided the requested verification information to reactivate their accounts. This does not necessarily mean they have gotten their money yet, but they should be much closer to getting paid.\u003c/p>\n\u003cp>It also means the accounts and benefits of more than 1 million people are still in limbo.\u003c/p>\n\u003cfigure id=\"attachment_11857149\" class=\"wp-caption aligncenter\" style=\"max-width: 1920px\">\u003cimg class=\"size-full wp-image-11857149\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut.jpg\" alt=\"\" width=\"1920\" height=\"1280\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut.jpg 1920w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-800x533.jpg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-1020x680.jpg 1020w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-160x107.jpg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/RS46745_004_RedwoodCity_BankofAmericaFraud_01252021-qut-1536x1024.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\">\u003cfigcaption class=\"wp-caption-text\">Gregory Collins works in a friend's garden in Redwood City on Jan. 25, 2021. \u003ccite>(Beth LaBerge/KQED)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>Frozen but Not a Fraudster\u003c/h3>\n\u003cp>Though EDD is unable to confirm how many legitimate applicants have been impacted by its attempts to fight fraud, advocates say the numbers are significant. And some applicants have been both victims of fraud \u003cem>and\u003c/em> victims of the unemployment agency’s efforts to prevent it.\u003c/p>\n\u003cp>Gregory Collins of Redwood City is one of them.\u003c/p>\n\u003cp>Before the pandemic, Collins worked as a tech contractor. He’s been trying to hustle and find work since he got laid off last spring. But Collins, in his early 50s, says his age creates an additional barrier in the already anemic job market.\u003c/p>\n\u003cp>And he hasn’t just confined his search to his field. Several months ago, he applied at In-N-Out.\u003c/p>\n\u003cp>“I’m a vegetarian and there’s nothing there that I actually eat, so not even a free meal there would appeal to me, but it was close and I thought, until things get better,” he said.\u003c/p>\n\u003cp>He didn’t get the job.\u003c/p>\n\u003cfigure id=\"attachment_11857130\" class=\"wp-caption alignright\" style=\"max-width: 800px\">\u003cimg class=\"size-medium wp-image-11857130\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-800x1067.jpeg\" alt=\"Greg Collins with his mother, who passed away while he was navigating Bank of America's circuitous fraud process.\" width=\"800\" height=\"1067\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-800x1067.jpeg 800w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-160x213.jpeg 160w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-840x1120.jpeg 840w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-687x916.jpeg 687w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-414x552.jpeg 414w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom-354x472.jpeg 354w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Mom.jpeg 960w\" sizes=\"(max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Gregory Collins with his mother, who passed away while he was navigating Bank of America's circuitous fraud process. \u003ccite>((Courtesy Greg Collins))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>At the end of last year, Collins was one of those 1.4 million accounts EDD froze to fight future fraud. In mid-January, he was able to verify his claim and restart his payments.\u003c/p>\n\u003cp>Despite that, Collins said it feels like two steps forward, 5,000 steps back. Because every benefit check he gets goes towards paying off the debt that fraudsters racked up when they hacked his benefits account last fall.\u003c/p>\n\u003cp>At the beginning of September, Collins’ Bank of America debit card — through which he receives his benefits — got breached.\u003c/p>\n\u003cp>The irony, he says, is that Collins himself had triggered freezes on his own account for everyday purchases. But when hackers used his card to make more than 50 fraudulent transactions in Southern California, there was no alert from Bank of America.\u003c/p>\n\u003cp>In the middle of all this, his mom passed away. And because of the fraud, Collins couldn’t afford to get back to Ohio, where she lived.\u003c/p>\n\u003cp>“There was just no way I could do it without the funds,” he said.\u003c/p>\n\u003cp>The claims process took months, countless hours on the phone and required filing police reports. By mid-November, Collins thought he was finally in the clear, but he wasn’t. A month later, Bank of America sent him a letter saying, after a review, the bank had decided that there were no fraudulent charges on his account.\u003c/p>\n\u003cfigure id=\"attachment_11857122\" class=\"wp-caption aligncenter\" style=\"max-width: 667px\">\u003cimg class=\"size-full wp-image-11857122\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2.jpg\" alt=\"Denial letter from Bank of America dated Dec. 14, 2020. \" width=\"667\" height=\"255\" srcset=\"https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2.jpg 667w, https://ww2.kqed.org/app/uploads/sites/10/2021/01/Greg-Denial-Ltr-2-160x61.jpg 160w\" sizes=\"(max-width: 667px) 100vw, 667px\">\u003cfigcaption class=\"wp-caption-text\">Denial letter from Bank of America dated Dec. 14, 2020. \u003ccite>((Courtesy Gregory Collins))\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>When Collins called the bank for clarification, he didn’t get much.\u003c/p>\n\u003cp>“They just said, ‘Oh, well, just resubmit your claim for reconsideration.’ But I'm like, what was the problem with the first, you know, submission?’ ” he said. The representative said they were unable to provide Collins with more context for his denial and that bank staff would get to his submission as soon as they could.\u003c/p>\n\u003cp>Bank of America spokesman Bill Halldin said the bank has beefed up the call center team that handles inquiries on EDD cards to expedite processing times. But, as of late January, Collins is still waiting to hear back on the reconsideration request he submitted.\u003c/p>\n\u003cp>And he’s not the only unemployment recipient who’s exasperated as a result of his experience.\u003c/p>\n\u003cp>In mid-January, a \u003ca href=\"https://calmatters.org/california-divide/2021/01/bank-of-america-sued-over-edd-unemployment-debit-card-fraud/\" target=\"_blank\" rel=\"noopener noreferrer\">new lawsuit\u003c/a> filed out of the U.S. District Court in San Francisco alleged Bank of America didn’t do enough to protect EDD account holders. Like Collins, the plaintiff in the case says she has yet to be reimbursed for unauthorized transactions on her EDD debit card.\u003c/p>\n\u003cp>There’s also a chance that the hacking of Collins’ debit card, and the freezing of his EDD account last year, are linked, said Daniela Urban, founder of the Center for Workers’ Rights in Sacramento.\u003c/p>\n\u003cp>“We've been hearing more and more about problems like this, where ... the claimant \u003cem>themselves\u003c/em> have reported the fraud and all that did was make it more difficult for that claimant to receive the payments,\" she said. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003ch3>Identity Verification Backlog\u003c/h3>\n\u003cp>While EDD isn’t able to confirm how many legitimate applicants it has mistakenly frozen through fraud efforts, a few newly released data points provide a window of insight.\u003c/p>\n\u003cp>Applicants are required to verify their identities through a database called ID.me that EDD implemented last October in hopes of minimizing manual processing times that helped to create its still-sizable backlog of unprocessed claims.\u003c/p>\n\u003cp>According to the state audit, in the first two months of ID.me’s use, 20% of the estimated number of legitimate applicants who tried to verify their identities, \u003ca href=\"https://www.auditor.ca.gov/reports/2020-128and628.1/responses.html\" target=\"_blank\" rel=\"noopener noreferrer\">were unsuccessful\u003c/a>. That accounts for about 140,000 people.\u003c/p>\n\u003cp>Additionally, \u003ca href=\"https://cuiab.ca.gov/Statistics/quickStats/Outcomes_July-Dec_2020.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">new data from the California Unemployment Insurance Appeals Board\u003c/a> shows almost 40% of appeals filed between July and December 2020 were related to claims denied because applicants didn’t submit appropriate ID documents on time. Of those cases, CUIAB granted almost 90% of the appeals.\u003c/p>\n\u003cp>In short: More than 30,000 applicants weren't getting their money when they should have been because of EDD’s errors.\u003c/p>\n\u003cp>Last week, EDD extended the timeline for applicants to submit their ID verification documents after numerous reports of delays.\u003c/p>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\n\u003cp>When ID.me can’t verify a user via document uploads, applicants are referred to a video call service. Blake Hall, CEO of ID.me, said Monday that 12% — or more than 70,000 people — of \u003ca href=\"https://www.kqed.org/coronavirusliveupdates/news/11856760/california-extends-deadline-for-unemployment-claimants-to-verify-identity\" target=\"_blank\" rel=\"noopener noreferrer\">those who’ve verified in the month of January\u003c/a> got referred to the video service.\u003c/p>\n\u003cp>Hall said the target wait time for video calls is between 30 minutes and two hours.\u003c/p>\n\u003cp>The system can also be challenging to access for people who don’t have smartphones. And while EDD does offer certain parts of the application process in multiple languages, ID.me is currently only available in English and Spanish for unemployment benefit purposes. But Hall said the company is committed to expanding those language options.\u003c/p>\n\u003cp>As for Gregory Collins, he said he’s gotten one unemployment benefit payment from EDD since he verified his account earlier this month. It was deducted from his Bank of America debit balance, which is now negative $4,638.23.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cp>A bipartisan group of California lawmakers is asking Bank of America CEO Brian Moynihan for answers about unemployment payment problems that have upended the lives of thousands of jobless Californians who rely on the bank’s prepaid debit cards.[aside postID=\"news_11848447\" label=\"More Coverage\"]\u003c/p>\n\u003cp>The letter made public on November 25, comes days after \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">CalMatters detailed\u003c/a> how the state’s exclusive unemployment payment contract with the bank has been strained by unprecedented demand and brazen fraud during the pandemic, ensnaring more than 350,000 unemployment debit cards in mass account freezes. Also under fire for its role in long payment delays is the state Employment Development Department, which first signed the contract with Bank of America in 2010 and earlier this year amassed a backlog of 1.6 million unpaid jobless claims amid mounting concern about rooting out fraud.\u003c/p>\n\u003cp>\u003ca href=\"https://drive.google.com/file/d/1KavpwVeYJGfvgitXd9EZtgfprHL-upxM/view\" target=\"_blank\" rel=\"noopener noreferrer\">\u003cstrong>Read the full letter. \u003c/strong>\u003c/a>\u003c/p>\n\u003cp>“Constituents report they are unable to get through to your call centers, or when they do, the issue is not resolved,” states the letter, which was signed by more than three dozen state senators and assemblymembers. “It is simply unacceptable that Californians entitled to benefits are suddenly not able to obtain them due to a Bank of America determination that is impossible to appeal.”\u003c/p>\n\u003cp>Among the questions the lawmakers want Moynihan to answer: Bank of America’s criteria for freezing accounts and seizing jobless benefits, who’s on the hook for paying back fraudulent charges, and how their constituents can resolve outstanding debit card claims.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>\u003cem>How are you getting by on unemployment benefits?\u003c/em>\u003cbr>\n\u003cem>CalMatters invites you to share your story \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSf9RSBU4G4ypdOXcL5Y1D_yPz4qD3VBhdm_qgsiV57yGvjogA/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">here\u003c/a>.\u003c/em>\u003c/p>\n\n",
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"excerpt": "The push for details about breakdowns in the job safety net follows a CalMatters investigation into payment problems impacting more than 350,000 Bank of America unemployment debit cards.",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>A bipartisan group of California lawmakers is asking Bank of America CEO Brian Moynihan for answers about unemployment payment problems that have upended the lives of thousands of jobless Californians who rely on the bank’s prepaid debit cards.\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>The letter made public on November 25, comes days after \u003ca href=\"https://calmatters.org/economy/2020/11/how-bank-of-america-helped-fuel-californias-unemployment-meltdown/\" target=\"_blank\" rel=\"noopener noreferrer\">CalMatters detailed\u003c/a> how the state’s exclusive unemployment payment contract with the bank has been strained by unprecedented demand and brazen fraud during the pandemic, ensnaring more than 350,000 unemployment debit cards in mass account freezes. Also under fire for its role in long payment delays is the state Employment Development Department, which first signed the contract with Bank of America in 2010 and earlier this year amassed a backlog of 1.6 million unpaid jobless claims amid mounting concern about rooting out fraud.\u003c/p>\n\u003cp>\u003ca href=\"https://drive.google.com/file/d/1KavpwVeYJGfvgitXd9EZtgfprHL-upxM/view\" target=\"_blank\" rel=\"noopener noreferrer\">\u003cstrong>Read the full letter. \u003c/strong>\u003c/a>\u003c/p>\n\u003cp>“Constituents report they are unable to get through to your call centers, or when they do, the issue is not resolved,” states the letter, which was signed by more than three dozen state senators and assemblymembers. “It is simply unacceptable that Californians entitled to benefits are suddenly not able to obtain them due to a Bank of America determination that is impossible to appeal.”\u003c/p>\n\u003cp>Among the questions the lawmakers want Moynihan to answer: Bank of America’s criteria for freezing accounts and seizing jobless benefits, who’s on the hook for paying back fraudulent charges, and how their constituents can resolve outstanding debit card claims.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>\u003cem>How are you getting by on unemployment benefits?\u003c/em>\u003cbr>\n\u003cem>CalMatters invites you to share your story \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSf9RSBU4G4ypdOXcL5Y1D_yPz4qD3VBhdm_qgsiV57yGvjogA/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">here\u003c/a>.\u003c/em>\u003c/p>\n\n\u003c/div>\u003c/p>",
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"title": "How Bank of America Helped Fuel California’s Unemployment Meltdown",
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"content": "\u003cp>For a brief moment this summer, Stephanie Moore thought she might finally see a glimmer of hope at the end of the coronavirus recession. Unemployment benefits provided a lifeline for the 38-year-old Los Angeles housekeeper to leave a bad relationship and rent an Airbnb while she looked for a job. But in early October, her state-issued Bank of America debit card balance plummeted from around $400 to negative $1,100 after a credit for fraudulent charges from months earlier was reversed without warning.\u003c/p>\n\u003cp>So began her unofficial full-time job trying to get the money back.\u003c/p>\n\u003cp>“It’s kind of like a nightmare,” Moore said. “Every day I’m wondering what’s more important. Do I get on the phone with the bank and try again so I have a place to sleep tomorrow, or do I just accept that I’m going to be on the street and focus on my job search? Because you can’t do both.”\u003c/p>\n\u003cfigure id=\"attachment_11848449\" class=\"wp-caption alignnone\" style=\"max-width: 800px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-11848449\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2020/11/111720_Stephanie_TK_04-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-800x533.jpg 800w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1020x680.jpg 1020w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-160x107.jpg 160w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1536x1024.jpg 1536w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1920x1280.jpg 1920w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04.jpg 2000w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Stephanie Moore , sits with her eight-month-old dog spooky at a local park in Lawndale, CA, on Nov. 17, 2020. Photo by Tash Kimmell for CalMatters. \u003ccite>(Tash Kimmell/CalMatters)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>For months, California’s Employment Development Department has attracted the ire of jobless workers and state lawmakers for a \u003ca href=\"https://calmatters.org/california-divide/2020/11/low-on-help-expired-unemployment-boost-edd-debacles-sink-jobless-californians/\" target=\"_blank\" rel=\"noopener noreferrer\">backlog\u003c/a> of unpaid unemployment claims that peaked at 1.6 million. Now, Moore is among those \u003ca href=\"https://calmatters.org/california-divide/2020/10/unemployment-benefits-frozen-accounts-edd/\" target=\"_blank\" rel=\"noopener noreferrer\">entangled by potential security lapses and payment errors\u003c/a> involving Bank of America, which since 2010 has had an exclusive contract to deliver state unemployment benefits through prepaid debit cards.\u003c/p>\n\u003cp>It’s a breakdown of the state’s job safety net that raises questions about the best way to get money into the hands of workers who desperately need it, since California is one of only three U.S. states that does not offer a direct deposit option, according to a CalMatters review of public documents. To this day, it’s not clear how much Bank of America has made from handling the bulk of the unprecedented $109 billion California has paid out in benefits since March. Lawmakers are examining the bank’s role in payment issues that began during a \u003ca href=\"https://calmatters.org/newsletters/whatmatters/2020/09/california-unemployment-benefits-edd-report/\" target=\"_blank\" rel=\"noopener noreferrer\">two-week identity-verification update\u003c/a>, and whether the bank has provided adequate security for unemployment insurance money in the face of rampant fraud.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://flo.uri.sh/visualisation/4335937/embed?auto=1\" width=\"100%\" height=\"700\" scrolling=\"yes\" class=\"iframe-class\" frameborder=\"0\">\u003c/iframe>\u003c/p>\n\u003cp>Bank of America, whose contract is up next July, declined to answer detailed questions about how many unemployed Californians are still unable to use their debit cards, how much money has been withdrawn from accounts flagged for potential fraud, when and how claimants may be paid back or how much the bank has made in fees on the cards. The state told CalMatters that some 377,500 debit cards were frozen this fall and as of Thursday, around 350,000 accounts remain impacted, meaning progress has been slow.\u003c/p>\n\u003cp>“Unfortunately, there has been billions of dollars of fraud during this pandemic in state unemployment programs, including California,” Bank of America said in a statement to CalMatters, urging those impacted to \u003ca href=\"https://prepaid.bankofamerica.com/EddCard\" target=\"_blank\" rel=\"noopener noreferrer\">contact the bank\u003c/a>. “We are working with the state and law enforcement to identify and take action against fraudulent applicants, protect taxpayer money and ensure that legitimate applicants can access their benefits.”\u003c/p>\n\u003cp>For San Francisco Assemblymember David Chiu, a progressive Democrat who authored a 2019 \u003ca href=\"https://leginfo.legislature.ca.gov/faces/billNavClient.xhtml?bill_id=201920200AB857\" target=\"_blank\" rel=\"noopener noreferrer\">public banking bill\u003c/a> and has pushed to reduce state reliance on Wall Street, the confusion marks “another failure” by the state and its corporate vendors. The employment agency hinted it was the bank’s fault, insisting in an Oct. 29 \u003ca href=\"https://edd.ca.gov/About_EDD/pdf/news-20-58.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">statement\u003c/a> that it “has no direct access to debit funds on any accounts” and that those impacted by card issues should contact Bank of America.\u003c/p>\n\u003cp>“They’re playing the blame game. Someone needs to take responsibility for this,” Chiu said. “I think we’re going to have to revisit that contract if BofA can’t provide the services it promised.”\u003c/p>\n\u003cp>The state agency said it will review all options this summer.\u003c/p>\n\u003ch3>Banking on debit cards\u003c/h3>\n\u003cp>In August 2011, California was still in the depths of the Great Recession. Unemployment was 12.1%, and the state was paying out $66 million a day in jobless benefits. But at the state agency, a major tech overhaul was underway after a new debit card contract with Bank of America.\u003c/p>\n\u003cp>At no cost to the state, the bank had begun rolling out prepaid cards to replace paper unemployment checks. It would be faster and more efficient, the EDD argued in \u003ca href=\"https://www.edd.ca.gov/About_edd/pdf/uimonthlyupdate0811.pdf\">a public report\u003c/a> at the time, and much more accessible to Californians without bank accounts. The bank promised to share some revenue from merchant transaction fees with the state and guaranteed low fees for the unemployed: a few dollars for multiple ATM withdrawals, $10 for expedited or lost cards, and normal merchant fees whenever the card is swiped. “Terms are more favorable than most people have for their own personal bank accounts,” the 2011 report said.\u003c/p>\n\u003cp>The result was what United Way of California Communications Director Unai Montes-Irueste calls a “NASCAR card,” thanks to its flashy corporate logos for Visa and Interlink. Most other states have moved from paper checks to direct deposit or hybrid debit card and direct deposit systems. This past spring, millions of Californians received their federal coronavirus stimulus payments via direct deposit to personal bank accounts.\u003c/p>\n\u003cp>Still, California was far from alone in betting that debit cards would be a big part of the future of government benefits. Use of the cards exploded in the last decade at state, local and federal agencies as Bank of America, U.S. Bank, KeyBank, Comerica and others pursued more government contracts. By 2016, government agencies had paid out $146 billion in benefits through prepaid debit cards, generating $518 million in revenue for banks, the Federal Reserve reported. Today, 43 states use a combination of direct deposit and debit card systems, which consumer groups favor to reach unemployment claimants with the widest variety of financial situations.\u003c/p>\n\u003cp>Michele Evermore, a senior policy analyst at worker advocacy group the National Employment Law Project cautioned that banks acting as middlemen in debit card contracts can sometimes divert funds from workers — a missed opportunity for economic stimulus. “It may seem like a 2% fee here and a 2% fee there doesn’t amount to much, but in the aggregate, it really does,” Evermore said.\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://flo.uri.sh/visualisation/4336082/embed?auto=1\" width=\"100%\" height=\"700\" scrolling=\"yes\" class=\"iframe-class\" frameborder=\"0\">\u003c/iframe>\u003c/p>\n\u003cp>In California, paper checks are still available by request, and Bank of America notes that debit card customers can transfer the money from the card to their own bank accounts — both time-consuming alternatives, said Lauren Saunders, associate director of the National Consumer Law Center. In a \u003ca href=\"https://www.nclc.org/images/pdf/pr-reports/report-prepaid-card-2013.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">2013 report\u003c/a>, the organization found that despite the relatively consumer-friendly terms in the state’s Bank of America unemployment contract, Californians paid almost $1.8 million in fees in a year.\u003c/p>\n\u003cp>Bank of America referred questions about fees generated by its California unemployment contract to EDD. The employment agency has not yet responded to a CalMatters request for records of revenue and fees related to the debit card contract.\u003c/p>\n\u003ch3>Debit card problems pile up\u003c/h3>\n\u003cp>In the meantime, the stories of Californians dealing with debit card problems continue to pile up. For Santa Maria single mother Aimy Onan, a drained account meant falling behind on rent and moving into a shared bedroom with her daughter in her ex’s home with a new girlfriend. For furloughed Disney candy maker Julie Hansen, a negative $12,000 balance threatened her ability to care for her autistic son. For Demarcus Sparks, who was self-employed before the pandemic, a frozen debit card led to a Greyhound trip from L.A. to stay with his mom in Georgia for fear of ending up in a shelter.\u003c/p>\n\u003cp>“They treat you like trash,” said Paul Dease, a 52-year-old antiques dealer in San Diego County, who has been locked in a dispute with Bank of America over $1,000 withdrawn from his account without notice. “How many people have the same story I have, that have lost $1,000 or $800 and haven’t gotten it back?”\u003c/p>\n\u003cp>That much remains unclear. Chiu said lawmakers also have yet to receive updated account information, or answers about the “mind boggling” omission of \u003ca href=\"https://squareup.com/us/en/townsquare/why-are-chip-cards-more-secure-than-magnetic-stripe-cards\" target=\"_blank\" rel=\"noopener noreferrer\">microchips in the cards to root out fraud\u003c/a>.\u003c/p>\n\u003cp>Bank of America declined to comment on the security of California’s unemployment debit cards. But bank personnel also say their own outdated customer service systems have contributed to claimants’ financial purgatory. The bank’s internal processes for reporting and investigating unemployment debit card complaints have led to long delays and shifting timelines, two workers told CalMatters, as they juggle antiquated technology and shifting corporate scripts.\u003c/p>\n\u003cp>“We’re actually no longer allowed to tell them a timeframe, because we have no clue,” said one Bank of America customer service worker, who asked to remain anonymous since they were not authorized to discuss the matter. “Every day, I talk to 30 people with the same story. I just pray for them after my shift, honestly.”\u003c/p>\n\u003cfigure id=\"attachment_11848450\" class=\"wp-caption alignnone\" style=\"max-width: 800px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-11848450\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-800x533.jpg 800w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-1020x680.jpg 1020w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-160x107.jpg 160w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-1536x1024.jpg 1536w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03.jpg 1568w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Matt Hoffman, seen at his girlfriend’s house in Escalon on Nov. 13, 2020, spends his days sitting on the porch while on hold with EDD, Bank of America and FEMA. According to Hoffman, he spends an average of 4 hours on hold per call. Photo by Anne Wernikoff for CalMatters \u003ccite>(Anne Wernikoff/CalMatters)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>A field day for fraud\u003c/h3>\n\u003cp>If the world wasn’t paralyzed by a deadly pandemic, it might look like Matthew Hoffman has been traveling quite a bit. His Bank of America unemployment card ledger shows transactions and ATM withdrawals in Alabama, Modesto, Sacramento, Tennessee, Connecticut and even a series of overseas charges.\u003c/p>\n\u003cp>But Hoffman, a former Comcast employee who has been out of work since a stroke last year, said he’s never used the card in any of those places. In total, he saw almost $7,000 disappear. He said one bank representative told him the fraud dispute he filed had been closed without investigation. Another said it was reopened. Finally, he was told that a credit would arrive on Nov. 10. It didn’t. [aside tag=\"unemployment\" label=\"More Related Stories\"]\u003cbr>\n“What’s the point of having and paying into unemployment insurance if it’s not actually made available to me when I need it?” said Hoffman, who is alternating staying with his girlfriend and in his car after the loss of his Livermore rental home in a recent wildfire.\u003c/p>\n\u003cp>Stories like Hoffman’s aren’t hard to find after a governor-appointed Strike Team in September \u003ca href=\"https://www.govops.ca.gov/wp-content/uploads/sites/11/2020/09/Assessment.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">advised EDD\u003c/a> that organized fraud “represents a serious risk to the state, and EDD must develop capabilities to understand and combat it.”\u003c/p>\n\u003cp>In total, 693,000 paid and unpaid unemployment claims out of the more than 14 million filed from March to early October were temporarily suspended for potential fraud during the agency’s late September reset, according to an EDD statement to CalMatters. From \u003ca href=\"https://www.kcra.com/article/edd-fraud-involves-stolen-identities-dark-web-international-crime/34289860#:~:text=Thousands%20of%20envelopes%20containing%20fraudulent,possibly%20an%20international%20crime%20ring.\" target=\"_blank\" rel=\"noopener noreferrer\">dark web conspiracies\u003c/a> to \u003ca href=\"https://www.nytimes.com/2020/10/18/us/nuke-bizzle-fraud-youtube.html\" target=\"_blank\" rel=\"noopener noreferrer\">YouTube rap videos\u003c/a>, the range of apparent fraud could cost the state “hundreds of millions,” Sacramento Assemblymember Jim Cooper predicted at a recent EDD hearing.\u003c/p>\n\u003cp>In one instance, Beverly Hills police arrested 100 people and seized 200 fraudulent unemployment debit cards worth more than $4 million after a series of shopping sprees on Rodeo Drive. Until fraud is detected, Bank of America reaps normal transaction fees every time the cards are swiped under the terms of its state contract. The bank promised California “best-in-class” fraud monitoring in its original unemployment debit card pitch, and assured the state that “EDD has no liability for issues related to fraud.”\u003c/p>\n\u003cp>But amid the unemployment surge during the pandemic, Beverly Hills Assistant Police Chief Marc Coopwood said much of the burden has fallen on local law enforcement, rather than EDD or the bank, to uncover such schemes.\u003c/p>\n\u003cp>“The real victim in this, the people whose identities were stolen, they’re going to get a \u003ca href=\"https://www.fbi.gov/news/pressrel/press-releases/fbi-sees-spike-in-fraudulent-unemployment-insurance-claims-filed-using-stolen-identities\" target=\"_blank\" rel=\"noopener noreferrer\">1099 next year\u003c/a>,” Coopwood said. “They’re going to spend years fighting this with the IRS.”\u003c/p>\n\u003ch3>Lawsuits ahead?\u003c/h3>\n\u003cp>Where California goes from here to remedy its unemployment woes isn’t clear. The EDD has vowed to work through its remaining backlog of 542,000 unpaid unemployment claims by January. Bank of America said it has increased staffing at prepaid customer service centers “nearly 20-fold” to deal with unprecedented demand, and that it continues “to review and decision claims in a timely fashion and within the regulations.”\u003c/p>\n\u003cp>Chiu said he is one of multiple state lawmakers considering new EDD reform bills in the coming year. Several unemployment claimants interviewed by CalMatters said they have contacted lawyers about bringing potential claims against Bank of America. Labor lawyers also see courtrooms in EDD’s future if problems persist.\u003c/p>\n\u003cp>“I’m skeptical this will be resolved without litigation,” said Daniela Urban, director of Sacramento’s Center for Workers’ Rights. “I think that it’s warranted. The question is whether EDD fixes it first, or what the response is.”\u003c/p>\n\u003ch3>Resources:\u003c/h3>\n\u003cp>KQED’s guide to applying for \u003ca href=\"https://www.kqed.org/news/11806938/how-to-file-for-unemployment-in-california-during-the-coronavirus-pandemic\" target=\"_blank\" rel=\"noopener noreferrer\">unemployment insurance can be found here\u003c/a>.\u003c/p>\n\u003cp>For additional support, please refer to the official \u003ca href=\"http://edd.ca.gov/\" target=\"_blank\" rel=\"noopener noreferrer\">Employment Development Department website\u003c/a>, the \u003ca href=\"https://www.facebook.com/groups/3296311573733137\" target=\"_blank\" rel=\"noopener noreferrer\">Unofficial California Unemployment Help public group on Facebook\u003c/a> or refer to this resource \u003ca href=\"https://www.kqed.org/news/11820299/applying-for-unemployment-in-california-unofficial-facebook-group-creates-help-website\" target=\"_blank\" rel=\"noopener noreferrer\">created by volunteers\u003c/a>.\u003c/p>\n\u003cp>\u003ca href=\"https://prepaid.bankofamerica.com/EddCard\" target=\"_blank\" rel=\"noopener noreferrer\">Contact Bank of America\u003c/a>\u003c/p>\n\u003ch3>Share Your Story:\u003c/h3>\n\u003cp>How are you getting by on unemployment benefits? CalMatters invites you to \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSf9RSBU4G4ypdOXcL5Y1D_yPz4qD3VBhdm_qgsiV57yGvjogA/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">share your story here\u003c/a>.\u003c/p>\n\u003cp>[ad floatright]\u003c/p>\n\u003cp>¿Cómo te las estás arreglando sin los beneficios del Seguro de Desempleo? Te invitamos a compartir tu historia \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSedk6BtaXUCoVIQ4mkl2RtLxuAT-ct1nr9QSjEdCMjHQ29suw/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">aquí\u003c/a>.\u003c/p>\n\n",
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"excerpt": "After the Great Recession, California signed an exclusive contract with Bank of America to distribute unemployment benefits through prepaid debit cards. A CalMatters investigation reveals that to this day, no one knows how much the bank has made off the deal. ",
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"title": "How Bank of America Helped Fuel California’s Unemployment Meltdown | KQED",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>For a brief moment this summer, Stephanie Moore thought she might finally see a glimmer of hope at the end of the coronavirus recession. Unemployment benefits provided a lifeline for the 38-year-old Los Angeles housekeeper to leave a bad relationship and rent an Airbnb while she looked for a job. But in early October, her state-issued Bank of America debit card balance plummeted from around $400 to negative $1,100 after a credit for fraudulent charges from months earlier was reversed without warning.\u003c/p>\n\u003cp>So began her unofficial full-time job trying to get the money back.\u003c/p>\n\u003cp>“It’s kind of like a nightmare,” Moore said. “Every day I’m wondering what’s more important. Do I get on the phone with the bank and try again so I have a place to sleep tomorrow, or do I just accept that I’m going to be on the street and focus on my job search? Because you can’t do both.”\u003c/p>\n\u003cfigure id=\"attachment_11848449\" class=\"wp-caption alignnone\" style=\"max-width: 800px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-11848449\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2020/11/111720_Stephanie_TK_04-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-800x533.jpg 800w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1020x680.jpg 1020w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-160x107.jpg 160w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1536x1024.jpg 1536w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04-1920x1280.jpg 1920w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111720_Stephanie_TK_04.jpg 2000w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Stephanie Moore , sits with her eight-month-old dog spooky at a local park in Lawndale, CA, on Nov. 17, 2020. Photo by Tash Kimmell for CalMatters. \u003ccite>(Tash Kimmell/CalMatters)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003cp>For months, California’s Employment Development Department has attracted the ire of jobless workers and state lawmakers for a \u003ca href=\"https://calmatters.org/california-divide/2020/11/low-on-help-expired-unemployment-boost-edd-debacles-sink-jobless-californians/\" target=\"_blank\" rel=\"noopener noreferrer\">backlog\u003c/a> of unpaid unemployment claims that peaked at 1.6 million. Now, Moore is among those \u003ca href=\"https://calmatters.org/california-divide/2020/10/unemployment-benefits-frozen-accounts-edd/\" target=\"_blank\" rel=\"noopener noreferrer\">entangled by potential security lapses and payment errors\u003c/a> involving Bank of America, which since 2010 has had an exclusive contract to deliver state unemployment benefits through prepaid debit cards.\u003c/p>\n\u003cp>It’s a breakdown of the state’s job safety net that raises questions about the best way to get money into the hands of workers who desperately need it, since California is one of only three U.S. states that does not offer a direct deposit option, according to a CalMatters review of public documents. To this day, it’s not clear how much Bank of America has made from handling the bulk of the unprecedented $109 billion California has paid out in benefits since March. Lawmakers are examining the bank’s role in payment issues that began during a \u003ca href=\"https://calmatters.org/newsletters/whatmatters/2020/09/california-unemployment-benefits-edd-report/\" target=\"_blank\" rel=\"noopener noreferrer\">two-week identity-verification update\u003c/a>, and whether the bank has provided adequate security for unemployment insurance money in the face of rampant fraud.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://flo.uri.sh/visualisation/4335937/embed?auto=1\" width=\"100%\" height=\"700\" scrolling=\"yes\" class=\"iframe-class\" frameborder=\"0\">\u003c/iframe>\u003c/p>\n\u003cp>Bank of America, whose contract is up next July, declined to answer detailed questions about how many unemployed Californians are still unable to use their debit cards, how much money has been withdrawn from accounts flagged for potential fraud, when and how claimants may be paid back or how much the bank has made in fees on the cards. The state told CalMatters that some 377,500 debit cards were frozen this fall and as of Thursday, around 350,000 accounts remain impacted, meaning progress has been slow.\u003c/p>\n\u003cp>“Unfortunately, there has been billions of dollars of fraud during this pandemic in state unemployment programs, including California,” Bank of America said in a statement to CalMatters, urging those impacted to \u003ca href=\"https://prepaid.bankofamerica.com/EddCard\" target=\"_blank\" rel=\"noopener noreferrer\">contact the bank\u003c/a>. “We are working with the state and law enforcement to identify and take action against fraudulent applicants, protect taxpayer money and ensure that legitimate applicants can access their benefits.”\u003c/p>\n\u003cp>For San Francisco Assemblymember David Chiu, a progressive Democrat who authored a 2019 \u003ca href=\"https://leginfo.legislature.ca.gov/faces/billNavClient.xhtml?bill_id=201920200AB857\" target=\"_blank\" rel=\"noopener noreferrer\">public banking bill\u003c/a> and has pushed to reduce state reliance on Wall Street, the confusion marks “another failure” by the state and its corporate vendors. The employment agency hinted it was the bank’s fault, insisting in an Oct. 29 \u003ca href=\"https://edd.ca.gov/About_EDD/pdf/news-20-58.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">statement\u003c/a> that it “has no direct access to debit funds on any accounts” and that those impacted by card issues should contact Bank of America.\u003c/p>\n\u003cp>“They’re playing the blame game. Someone needs to take responsibility for this,” Chiu said. “I think we’re going to have to revisit that contract if BofA can’t provide the services it promised.”\u003c/p>\n\u003cp>The state agency said it will review all options this summer.\u003c/p>\n\u003ch3>Banking on debit cards\u003c/h3>\n\u003cp>In August 2011, California was still in the depths of the Great Recession. Unemployment was 12.1%, and the state was paying out $66 million a day in jobless benefits. But at the state agency, a major tech overhaul was underway after a new debit card contract with Bank of America.\u003c/p>\n\u003cp>At no cost to the state, the bank had begun rolling out prepaid cards to replace paper unemployment checks. It would be faster and more efficient, the EDD argued in \u003ca href=\"https://www.edd.ca.gov/About_edd/pdf/uimonthlyupdate0811.pdf\">a public report\u003c/a> at the time, and much more accessible to Californians without bank accounts. The bank promised to share some revenue from merchant transaction fees with the state and guaranteed low fees for the unemployed: a few dollars for multiple ATM withdrawals, $10 for expedited or lost cards, and normal merchant fees whenever the card is swiped. “Terms are more favorable than most people have for their own personal bank accounts,” the 2011 report said.\u003c/p>\n\u003cp>The result was what United Way of California Communications Director Unai Montes-Irueste calls a “NASCAR card,” thanks to its flashy corporate logos for Visa and Interlink. Most other states have moved from paper checks to direct deposit or hybrid debit card and direct deposit systems. This past spring, millions of Californians received their federal coronavirus stimulus payments via direct deposit to personal bank accounts.\u003c/p>\n\u003cp>Still, California was far from alone in betting that debit cards would be a big part of the future of government benefits. Use of the cards exploded in the last decade at state, local and federal agencies as Bank of America, U.S. Bank, KeyBank, Comerica and others pursued more government contracts. By 2016, government agencies had paid out $146 billion in benefits through prepaid debit cards, generating $518 million in revenue for banks, the Federal Reserve reported. Today, 43 states use a combination of direct deposit and debit card systems, which consumer groups favor to reach unemployment claimants with the widest variety of financial situations.\u003c/p>\n\u003cp>Michele Evermore, a senior policy analyst at worker advocacy group the National Employment Law Project cautioned that banks acting as middlemen in debit card contracts can sometimes divert funds from workers — a missed opportunity for economic stimulus. “It may seem like a 2% fee here and a 2% fee there doesn’t amount to much, but in the aggregate, it really does,” Evermore said.\u003c/p>\n\u003cp>\u003c!-- iframe plugin v.4.3 wordpress.org/plugins/iframe/ -->\u003cbr>\n\u003ciframe loading=\"lazy\" src=\"https://flo.uri.sh/visualisation/4336082/embed?auto=1\" width=\"100%\" height=\"700\" scrolling=\"yes\" class=\"iframe-class\" frameborder=\"0\">\u003c/iframe>\u003c/p>\n\u003cp>In California, paper checks are still available by request, and Bank of America notes that debit card customers can transfer the money from the card to their own bank accounts — both time-consuming alternatives, said Lauren Saunders, associate director of the National Consumer Law Center. In a \u003ca href=\"https://www.nclc.org/images/pdf/pr-reports/report-prepaid-card-2013.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">2013 report\u003c/a>, the organization found that despite the relatively consumer-friendly terms in the state’s Bank of America unemployment contract, Californians paid almost $1.8 million in fees in a year.\u003c/p>\n\u003cp>Bank of America referred questions about fees generated by its California unemployment contract to EDD. The employment agency has not yet responded to a CalMatters request for records of revenue and fees related to the debit card contract.\u003c/p>\n\u003ch3>Debit card problems pile up\u003c/h3>\n\u003cp>In the meantime, the stories of Californians dealing with debit card problems continue to pile up. For Santa Maria single mother Aimy Onan, a drained account meant falling behind on rent and moving into a shared bedroom with her daughter in her ex’s home with a new girlfriend. For furloughed Disney candy maker Julie Hansen, a negative $12,000 balance threatened her ability to care for her autistic son. For Demarcus Sparks, who was self-employed before the pandemic, a frozen debit card led to a Greyhound trip from L.A. to stay with his mom in Georgia for fear of ending up in a shelter.\u003c/p>\n\u003cp>“They treat you like trash,” said Paul Dease, a 52-year-old antiques dealer in San Diego County, who has been locked in a dispute with Bank of America over $1,000 withdrawn from his account without notice. “How many people have the same story I have, that have lost $1,000 or $800 and haven’t gotten it back?”\u003c/p>\n\u003cp>That much remains unclear. Chiu said lawmakers also have yet to receive updated account information, or answers about the “mind boggling” omission of \u003ca href=\"https://squareup.com/us/en/townsquare/why-are-chip-cards-more-secure-than-magnetic-stripe-cards\" target=\"_blank\" rel=\"noopener noreferrer\">microchips in the cards to root out fraud\u003c/a>.\u003c/p>\n\u003cp>Bank of America declined to comment on the security of California’s unemployment debit cards. But bank personnel also say their own outdated customer service systems have contributed to claimants’ financial purgatory. The bank’s internal processes for reporting and investigating unemployment debit card complaints have led to long delays and shifting timelines, two workers told CalMatters, as they juggle antiquated technology and shifting corporate scripts.\u003c/p>\n\u003cp>“We’re actually no longer allowed to tell them a timeframe, because we have no clue,” said one Bank of America customer service worker, who asked to remain anonymous since they were not authorized to discuss the matter. “Every day, I talk to 30 people with the same story. I just pray for them after my shift, honestly.”\u003c/p>\n\u003cfigure id=\"attachment_11848450\" class=\"wp-caption alignnone\" style=\"max-width: 800px\">\u003cimg loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-11848450\" src=\"https://ww2.kqed.org/app/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-800x533.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-800x533.jpg 800w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-1020x680.jpg 1020w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-160x107.jpg 160w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03-1536x1024.jpg 1536w, https://cdn.kqed.org/wp-content/uploads/sites/10/2020/11/111320_BankofAmerica_AW_sized_03.jpg 1568w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\">\u003cfigcaption class=\"wp-caption-text\">Matt Hoffman, seen at his girlfriend’s house in Escalon on Nov. 13, 2020, spends his days sitting on the porch while on hold with EDD, Bank of America and FEMA. According to Hoffman, he spends an average of 4 hours on hold per call. Photo by Anne Wernikoff for CalMatters \u003ccite>(Anne Wernikoff/CalMatters)\u003c/cite>\u003c/figcaption>\u003c/figure>\n\u003ch3>A field day for fraud\u003c/h3>\n\u003cp>If the world wasn’t paralyzed by a deadly pandemic, it might look like Matthew Hoffman has been traveling quite a bit. His Bank of America unemployment card ledger shows transactions and ATM withdrawals in Alabama, Modesto, Sacramento, Tennessee, Connecticut and even a series of overseas charges.\u003c/p>\n\u003cp>But Hoffman, a former Comcast employee who has been out of work since a stroke last year, said he’s never used the card in any of those places. In total, he saw almost $7,000 disappear. He said one bank representative told him the fraud dispute he filed had been closed without investigation. Another said it was reopened. Finally, he was told that a credit would arrive on Nov. 10. It didn’t. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cbr>\n“What’s the point of having and paying into unemployment insurance if it’s not actually made available to me when I need it?” said Hoffman, who is alternating staying with his girlfriend and in his car after the loss of his Livermore rental home in a recent wildfire.\u003c/p>\n\u003cp>Stories like Hoffman’s aren’t hard to find after a governor-appointed Strike Team in September \u003ca href=\"https://www.govops.ca.gov/wp-content/uploads/sites/11/2020/09/Assessment.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">advised EDD\u003c/a> that organized fraud “represents a serious risk to the state, and EDD must develop capabilities to understand and combat it.”\u003c/p>\n\u003cp>In total, 693,000 paid and unpaid unemployment claims out of the more than 14 million filed from March to early October were temporarily suspended for potential fraud during the agency’s late September reset, according to an EDD statement to CalMatters. From \u003ca href=\"https://www.kcra.com/article/edd-fraud-involves-stolen-identities-dark-web-international-crime/34289860#:~:text=Thousands%20of%20envelopes%20containing%20fraudulent,possibly%20an%20international%20crime%20ring.\" target=\"_blank\" rel=\"noopener noreferrer\">dark web conspiracies\u003c/a> to \u003ca href=\"https://www.nytimes.com/2020/10/18/us/nuke-bizzle-fraud-youtube.html\" target=\"_blank\" rel=\"noopener noreferrer\">YouTube rap videos\u003c/a>, the range of apparent fraud could cost the state “hundreds of millions,” Sacramento Assemblymember Jim Cooper predicted at a recent EDD hearing.\u003c/p>\n\u003cp>In one instance, Beverly Hills police arrested 100 people and seized 200 fraudulent unemployment debit cards worth more than $4 million after a series of shopping sprees on Rodeo Drive. Until fraud is detected, Bank of America reaps normal transaction fees every time the cards are swiped under the terms of its state contract. The bank promised California “best-in-class” fraud monitoring in its original unemployment debit card pitch, and assured the state that “EDD has no liability for issues related to fraud.”\u003c/p>\n\u003cp>But amid the unemployment surge during the pandemic, Beverly Hills Assistant Police Chief Marc Coopwood said much of the burden has fallen on local law enforcement, rather than EDD or the bank, to uncover such schemes.\u003c/p>\n\u003cp>“The real victim in this, the people whose identities were stolen, they’re going to get a \u003ca href=\"https://www.fbi.gov/news/pressrel/press-releases/fbi-sees-spike-in-fraudulent-unemployment-insurance-claims-filed-using-stolen-identities\" target=\"_blank\" rel=\"noopener noreferrer\">1099 next year\u003c/a>,” Coopwood said. “They’re going to spend years fighting this with the IRS.”\u003c/p>\n\u003ch3>Lawsuits ahead?\u003c/h3>\n\u003cp>Where California goes from here to remedy its unemployment woes isn’t clear. The EDD has vowed to work through its remaining backlog of 542,000 unpaid unemployment claims by January. Bank of America said it has increased staffing at prepaid customer service centers “nearly 20-fold” to deal with unprecedented demand, and that it continues “to review and decision claims in a timely fashion and within the regulations.”\u003c/p>\n\u003cp>Chiu said he is one of multiple state lawmakers considering new EDD reform bills in the coming year. Several unemployment claimants interviewed by CalMatters said they have contacted lawyers about bringing potential claims against Bank of America. Labor lawyers also see courtrooms in EDD’s future if problems persist.\u003c/p>\n\u003cp>“I’m skeptical this will be resolved without litigation,” said Daniela Urban, director of Sacramento’s Center for Workers’ Rights. “I think that it’s warranted. The question is whether EDD fixes it first, or what the response is.”\u003c/p>\n\u003ch3>Resources:\u003c/h3>\n\u003cp>KQED’s guide to applying for \u003ca href=\"https://www.kqed.org/news/11806938/how-to-file-for-unemployment-in-california-during-the-coronavirus-pandemic\" target=\"_blank\" rel=\"noopener noreferrer\">unemployment insurance can be found here\u003c/a>.\u003c/p>\n\u003cp>For additional support, please refer to the official \u003ca href=\"http://edd.ca.gov/\" target=\"_blank\" rel=\"noopener noreferrer\">Employment Development Department website\u003c/a>, the \u003ca href=\"https://www.facebook.com/groups/3296311573733137\" target=\"_blank\" rel=\"noopener noreferrer\">Unofficial California Unemployment Help public group on Facebook\u003c/a> or refer to this resource \u003ca href=\"https://www.kqed.org/news/11820299/applying-for-unemployment-in-california-unofficial-facebook-group-creates-help-website\" target=\"_blank\" rel=\"noopener noreferrer\">created by volunteers\u003c/a>.\u003c/p>\n\u003cp>\u003ca href=\"https://prepaid.bankofamerica.com/EddCard\" target=\"_blank\" rel=\"noopener noreferrer\">Contact Bank of America\u003c/a>\u003c/p>\n\u003ch3>Share Your Story:\u003c/h3>\n\u003cp>How are you getting by on unemployment benefits? CalMatters invites you to \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSf9RSBU4G4ypdOXcL5Y1D_yPz4qD3VBhdm_qgsiV57yGvjogA/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">share your story here\u003c/a>.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>¿Cómo te las estás arreglando sin los beneficios del Seguro de Desempleo? Te invitamos a compartir tu historia \u003ca href=\"https://docs.google.com/forms/d/e/1FAIpQLSedk6BtaXUCoVIQ4mkl2RtLxuAT-ct1nr9QSjEdCMjHQ29suw/viewform\" target=\"_blank\" rel=\"noopener noreferrer\">aquí\u003c/a>.\u003c/p>\n\n\u003c/div>\u003c/p>",
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"content": "\u003cp>Lawmakers and advocates are eager to see California’s Employment Development Department (EDD) implement reforms recommended by a state-backed task force in a \u003ca href=\"https://www.govops.ca.gov/wp-content/uploads/sites/11/2020/09/Detailed-Assessment.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">new report\u003c/a>.\u003c/p>\n\u003cp>The department has been under scrutiny since early in the pandemic for its dated digital resources and inefficient staffing structure. These shortfalls, among others, have led to more than a million Californians — \u003ca href=\"https://www.mercurynews.com/2020/09/21/coronavirus-edd-unemployment-payments-backlog-jobs-layoff-economy/\" target=\"_blank\" rel=\"noopener noreferrer\">1.6 million,\u003c/a> according to the latest figures — getting by with staggered payments or, in some cases, receiving no payments at all.\u003c/p>\n\u003cp>In addition to the technological shortfalls and lack of staffing, the state task force's report – called a \"strike team\" by Gov. Gavin Newsom – also highlighted how the department's own priorities have contributed to the bottlenecks that are keeping Californians from getting their benefits.\u003c/p>\n\u003cp>This came as no surprise to Daniela Urban, an attorney with Legal Aid at Work and founder of the \u003ca href=\"https://www.rightscenter.org/\" target=\"_blank\" rel=\"noopener noreferrer\">Center for Workers’ Rights in Sacramento\u003c/a>. [aside tag=\"unemployment\" label=\"More Related Stories\"]\u003c/p>\n\u003cp>“EDD has had a history, and it's pointed out in the strike team report, of their belief that their need to combat fraud is of utmost importance,\" Urban said, \"we see that come into conflict with claimants’ ability to access benefits in many ways.”\u003c/p>\n\u003cp>According to the report, more than 20,000 claims per day are diverted to be hand processed. Most of those diversions, the report says, are related to identity verification issues: In other words, EDD is taking these extra steps to prove these claims aren’t fraudulent. The reason it takes so long besides sheer numbers is, as of now, claimants have to physically mail these documents into the agency — there’s no digital uploading.\u003c/p>\n\u003cp>According to Assemblymember David Chiu, who’s been critical of the department since the pandemic started, these extra efforts are doing more harm than good.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>“On the one hand, the current identity verification processes have not been able to address existing fraud efforts by sophisticated criminals,\" Chiu said. \"On the other hand, the identity verification has blocked honest Californians from being able to access the benefits that they are due. So it has been the worst of both worlds.”\u003c/p>\n\u003cp>https://twitter.com/CA_EDD/status/1307696415808708610\u003c/p>\n\u003cp>In response to the recommendations of the strike team, the department will pause accepting new claims \u003ca href=\"https://www.kqed.org/news/11838939/california-to-pause-accepting-unemployment-claims-until-oct-5\" target=\"_blank\" rel=\"noopener noreferrer\">for the next two weeks\u003c/a> to implement a new digital identity verification system called ID.me, which will allow applicants to submit identification materials online.\u003c/p>\n\u003cp>https://twitter.com/DavidChiu/status/1308076078888439808\u003c/p>\n\u003cp>In July, EDD told lawmakers its backlog of more than one million people would be cleared by the end of September. Now the agency has pushed this timeline out to the end of January.\u003c/p>\n\u003cp>Chiu says he and his colleagues will be monitoring EDD’s actions closely in the wake of the report, and if they don’t see improvements soon, he says there will be legitimate questions around whether the agency’s leadership should continue as is.\u003c/p>\n\u003cp>Urban says claimants who have not been able to access the benefits they are entitled to should monitor EDD’s newsroom for updates and reach out to advocacy groups like hers for guidance. Those who are currently receiving benefits should make sure they continue to recertify on time and answer claim forms questions correctly.\u003c/p>\n\u003cp>\u003c/p>\n",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003cp>Lawmakers and advocates are eager to see California’s Employment Development Department (EDD) implement reforms recommended by a state-backed task force in a \u003ca href=\"https://www.govops.ca.gov/wp-content/uploads/sites/11/2020/09/Detailed-Assessment.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">new report\u003c/a>.\u003c/p>\n\u003cp>The department has been under scrutiny since early in the pandemic for its dated digital resources and inefficient staffing structure. These shortfalls, among others, have led to more than a million Californians — \u003ca href=\"https://www.mercurynews.com/2020/09/21/coronavirus-edd-unemployment-payments-backlog-jobs-layoff-economy/\" target=\"_blank\" rel=\"noopener noreferrer\">1.6 million,\u003c/a> according to the latest figures — getting by with staggered payments or, in some cases, receiving no payments at all.\u003c/p>\n\u003cp>In addition to the technological shortfalls and lack of staffing, the state task force's report – called a \"strike team\" by Gov. Gavin Newsom – also highlighted how the department's own priorities have contributed to the bottlenecks that are keeping Californians from getting their benefits.\u003c/p>\n\u003cp>This came as no surprise to Daniela Urban, an attorney with Legal Aid at Work and founder of the \u003ca href=\"https://www.rightscenter.org/\" target=\"_blank\" rel=\"noopener noreferrer\">Center for Workers’ Rights in Sacramento\u003c/a>. \u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>“EDD has had a history, and it's pointed out in the strike team report, of their belief that their need to combat fraud is of utmost importance,\" Urban said, \"we see that come into conflict with claimants’ ability to access benefits in many ways.”\u003c/p>\n\u003cp>According to the report, more than 20,000 claims per day are diverted to be hand processed. Most of those diversions, the report says, are related to identity verification issues: In other words, EDD is taking these extra steps to prove these claims aren’t fraudulent. The reason it takes so long besides sheer numbers is, as of now, claimants have to physically mail these documents into the agency — there’s no digital uploading.\u003c/p>\n\u003cp>According to Assemblymember David Chiu, who’s been critical of the department since the pandemic started, these extra efforts are doing more harm than good.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>“On the one hand, the current identity verification processes have not been able to address existing fraud efforts by sophisticated criminals,\" Chiu said. \"On the other hand, the identity verification has blocked honest Californians from being able to access the benefits that they are due. So it has been the worst of both worlds.”\u003c/p>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\n\u003cp>In response to the recommendations of the strike team, the department will pause accepting new claims \u003ca href=\"https://www.kqed.org/news/11838939/california-to-pause-accepting-unemployment-claims-until-oct-5\" target=\"_blank\" rel=\"noopener noreferrer\">for the next two weeks\u003c/a> to implement a new digital identity verification system called ID.me, which will allow applicants to submit identification materials online.\u003c/p>\u003c/p>\u003c/div>",
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"content": "\u003cdiv class=\"post-body\">\u003cp>\n\u003cp>In July, EDD told lawmakers its backlog of more than one million people would be cleared by the end of September. Now the agency has pushed this timeline out to the end of January.\u003c/p>\n\u003cp>Chiu says he and his colleagues will be monitoring EDD’s actions closely in the wake of the report, and if they don’t see improvements soon, he says there will be legitimate questions around whether the agency’s leadership should continue as is.\u003c/p>\n\u003cp>Urban says claimants who have not been able to access the benefits they are entitled to should monitor EDD’s newsroom for updates and reach out to advocacy groups like hers for guidance. Those who are currently receiving benefits should make sure they continue to recertify on time and answer claim forms questions correctly.\u003c/p>\n\u003cp>\u003c/p>\n\u003c/div>\u003c/p>",
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"content": "\u003cp>With a backlog of 600,000 cases, California's Employment Development Department \u003ca href=\"http://bit.ly/fioreeddpause\">will temporarily \"pause\" accepting unemployment claims\u003c/a> until Oct. 5.\u003c/p>\n\u003cp>The state's unemployment backlog is increasing by around 10,000 cases every day because the department can currently only process 2,400 claims per day.\u003c/p>\n\u003cp>The EDD plans to hire 3,000 new staffers, rework its website and make the entire operation run more efficiently ... within the next few weeks.\u003c/p>\n\u003cp>For the newly-unemployed, Oct. 5 can't come soon enough.\u003c/p>\n\u003cp>For the EDD, Oct. 5 sounds frighteningly close.\u003c/p>\n\u003cp>On Monday, Gov. Gavin Newsom \u003ca href=\"https://www.kqed.org/coronavirusliveupdates/news/11838994/faster-streamlined-access-to-unemployment-benefits-is-two-weeks-away-newsom-says\">sought to reassure\u003c/a> Californians that a faster, streamlined process to file for unemployment is on the way.\u003c/p>\n\u003cp>Though the process may change (hopefully for the better), \u003ca href=\"https://www.kqed.org/news/11806938/how-to-file-for-unemployment-in-california-during-the-coronavirus-pandemic\">KQED has a helpful guide\u003c/a> if you need to file for unemployment.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>\u003c/p>\n",
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"info": "What kind of no sabo word is Hyphenación? For us, it’s about living within a hyphenation. Like being a third-gen Mexican-American from the Texas border now living that Bay Area Chicano life. Like Xorje! Each week we bring together a couple of hyphenated Latinos to talk all about personal life choices: family, careers, relationships, belonging … everything is on the table. ",
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"info": "Our flagship program, helmed by Kai Ryssdal, examines what the day in money delivered, through stories, conversations, newsworthy numbers and more. Updated Monday through Friday at about 3:30 p.m. PT.",
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"mindshift": {
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"info": "The MindShift podcast explores the innovations in education that are shaping how kids learn. Hosts Ki Sung and Katrina Schwartz introduce listeners to educators, researchers, parents and students who are developing effective ways to improve how kids learn. We cover topics like how fed-up administrators are developing surprising tactics to deal with classroom disruptions; how listening to podcasts are helping kids develop reading skills; the consequences of overparenting; and why interdisciplinary learning can engage students on all ends of the traditional achievement spectrum. This podcast is part of the MindShift education site, a division of KQED News. KQED is an NPR/PBS member station based in San Francisco. You can also visit the MindShift website for episodes and supplemental blog posts or tweet us \u003ca href=\"https://twitter.com/MindShiftKQED\">@MindShiftKQED\u003c/a> or visit us at \u003ca href=\"/mindshift\">MindShift.KQED.org\u003c/a>",
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"order": 12
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"info": "For decades, the process for how police police themselves has been inconsistent – if not opaque. In some states, like California, these proceedings were completely hidden. After a new police transparency law unsealed scores of internal affairs files, our reporters set out to examine these cases and the shadow world of police discipline. On Our Watch brings listeners into the rooms where officers are questioned and witnesses are interrogated to find out who this system is really protecting. Is it the officers, or the public they've sworn to serve?",
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"perspectives": {
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"tagline": "Politics from a personal perspective",
"info": "Political Breakdown is a new series that explores the political intersection of California and the nation. Each week hosts Scott Shafer and Marisa Lagos are joined with a new special guest to unpack politics -- with personality — and offer an insider’s glimpse at how politics happens.",
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"possible": {
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"title": "Possible",
"info": "Possible is hosted by entrepreneur Reid Hoffman and writer Aria Finger. Together in Possible, Hoffman and Finger lead enlightening discussions about building a brighter collective future. The show features interviews with visionary guests like Trevor Noah, Sam Altman and Janette Sadik-Khan. Possible paints an optimistic portrait of the world we can create through science, policy, business, art and our shared humanity. It asks: What if everything goes right for once? How can we get there? Each episode also includes a short fiction story generated by advanced AI GPT-4, serving as a thought-provoking springboard to speculate how humanity could leverage technology for good.",
"airtime": "SUN 2pm",
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"pri-the-world": {
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"title": "PRI's The World: Latest Edition",
"info": "Each weekday, host Marco Werman and his team of producers bring you the world's most interesting stories in an hour of radio that reminds us just how small our planet really is.",
"airtime": "MON-FRI 2pm-3pm",
"imageSrc": "https://cdn.kqed.org/wp-content/uploads/2024/04/The-World-Podcast-Tile-360x360-1.jpg",
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},
"radiolab": {
"id": "radiolab",
"title": "Radiolab",
"info": "A two-time Peabody Award-winner, Radiolab is an investigation told through sounds and stories, and centered around one big idea. In the Radiolab world, information sounds like music and science and culture collide. Hosted by Jad Abumrad and Robert Krulwich, the show is designed for listeners who demand skepticism, but appreciate wonder. WNYC Studios is the producer of other leading podcasts including Freakonomics Radio, Death, Sex & Money, On the Media and many more.",
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},
"reveal": {
"id": "reveal",
"title": "Reveal",
"info": "Created by The Center for Investigative Reporting and PRX, Reveal is public radios first one-hour weekly radio show and podcast dedicated to investigative reporting. Credible, fact based and without a partisan agenda, Reveal combines the power and artistry of driveway moment storytelling with data-rich reporting on critically important issues. The result is stories that inform and inspire, arming our listeners with information to right injustices, hold the powerful accountable and improve lives.Reveal is hosted by Al Letson and showcases the award-winning work of CIR and newsrooms large and small across the nation. In a radio and podcast market crowded with choices, Reveal focuses on important and often surprising stories that illuminate the world for our listeners.",
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