LOUISVILLE, Ky. — A lot of questions continue to swirl around unemployment benefits in Kentucky, and FOCUS went to Lt. Gov. Jacqueline Coleman for answers.
In an exclusive virtual interview, Coleman claimed 85% of Kentuckians who applied for unemployment benefits during the current coronavirus crisis have received at least their first payment.
For the other 15%, many of whom have been waiting for over a month, Coleman says that is unacceptable.
"It's those 15% that keep us up at night, that we're constantly worried about and trying to figure out how to get to them and help them and why their claim is hung up," Coleman said.
Many who are being held up have their cases “under investigation.”
Coleman says she hates that term, saying it's more of a review. Issues range from identification verification to unemployment over-payments in the past.
One of those cases belongs to Edward Winfield, 46, of Louisville.
“I’m a permanent resident, so I have a green card,” the husband and father of two said. “I’ve paid into this system.”
FOCUS asked if working on a green card should hold up payment.
“No, no, it shouldn’t,” Coleman agreed. “I’d be interested to learn more about that one.”
The Lt. Governor and her assistant told FOCUS that they plan to look into Winfield’s case
Some people waiting for unemployment said they have struggled to even get on the phone with someone. When people actually do reach a real person with unemployment, after hours on hold, the calls are answered on what Coleman called a "tier 1" level.
Coleman said that is where the most basic questions can be answered. More complex questions then go to "tier 2." Some who have gotten to this place told FOCUS they are promised a call back that does not happen.
"We have to be better about that," Coleman said. "[We] should have had more people who were not just prepared to process claims, but were prepared to take on questions from folks who have never filed for unemployment insurance before."
Since March 16, the state has processed over 550,000 claims, per the Department of Labor's statistics. In the last two weeks, they have processed about 300,000 each week.
In a Friday press conference, they said they feel they are close to figuring out what is holding up claims and will provide answers to people in the next week.
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►Contact reporter John Charlton at jcharlton@whas11.com. Follow him on Twitter (@JCharltonNews) and Facebook.