AUGUSTA, Maine — The Maine Department of Labor will shorten live phone customer service hours for unemployment benefits on part of each week starting Nov. 16. The department said the 90-day pilot program will give staff more time to process claims, follow up on tasks and resolve problems.

Under the schedule announced Monday, live phone help will be available from 8 a.m. to 3 p.m. on the first two days of the work week and from 8 a.m. to 12:30 p.m. on the last three, the department said. Phones had been staffed until 3 p.m. on those days. Staff will continue to work from 8 a.m. to 5 p.m. each weekday, with the afternoons of the last three days set aside for claims processing and follow-up.

Online services and automated phone options will remain available around the clock, the department said. Claimants can use the state's ReEmployME online portal to apply for benefits, complete weekly certifications and manage their claims. After hours, claimants and employers can send questions or submit documents through the portal's Contact Us link.

"This pilot aims to give claimants the support they need and receive their benefits as quickly as possible," Labor Commissioner Laura Fortman said.

The unemployment phone line is 1-800-593-7660. TTY users can call Maine Relay at 711. In-person unemployment help is offered once a week, from 9 a.m. to 1 p.m., at the CareerCenters in Augusta, Bangor, Lewiston, Portland and Presque Isle. The call center and CareerCenters are closed on state and federal holidays.

The department said it emailed claimants with an email address on file about the change Monday and will send a reminder Nov. 12. Claimants without an email address were notified by letter. Website updates will begin Nov. 13.

When the 90-day pilot ends, the department will review call volume, wait times, claims processing measures and feedback from claimants, then decide whether to keep the schedule or make other changes.

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