The N.J. unemployment system is broken, workers say. Here’s why so many people are still waiting for benefits.

People are outraged.

The unemployment system isn’t working for thousands of people.

While more than 550,000 New Jerseyans have been granted unemployment benefits since the coronavirus pandemic began, more than 250,000 people are still waiting, the Labor Department said.

Workers call dozens and dozens of times a day. They get caught up in the automated system, which often directs them to call back tomorrow.

Others send email after email, only to receive automated responses that get them no closer to the words they are so desperate to hear: Your claim has been approved and your money is coming.

New Facebook groups have become a place to vent and share information, but they don’t pay the bills. Twitter is a reflection of the anger.

“New Jersey is a joke. They have not addressed nor answered phones, or emails in a month. The phone prompt tells us to call the next day but no one answers,” one user wrote.

“Going on week 7 without assistance. My calls, emails and letters all go unanswered,” said another.

“Someone needs to step it up. There are people out there who ZERO savings going into this. I understand the NJDOL is `flooded’ but people are starving out there,” said yet another.

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Labor Commissioner Robert Asaro-Angelo and Gov. Phil Murphy have said repeatedly that they get it. They understand the frustration.

But workers who have been living without paychecks for six weeks or longer aren’t buying it. They say they need action, not words.

The Labor Department didn’t immediately respond to a list of specific questions about the delays, but here’s what we know.

WHY AREN’T WORKERS GETTING PAID?

There are several reasons why the Labor Department says so many people aren’t getting their benefits yet.

First is a matter of sheer volume. The Labor Department wasn’t prepared to handle so many claims at one time. It has juggled resources so more people can work on outstanding claims, but it still isn’t enough. Like other workplaces, it also had to transition and equip an at-home workforce.

Next, processing unemployment claims isn’t a simple job. Each claim is different and has multiple components. For some W-2 employees who properly completed the application and whose employer is not fighting the claim, the process is faster and easier. But for others, where the application is incomplete or has errors, claimants will have to speak to a representative.

And there aren’t enough representatives to go around.

WHY DOESN’T THE LABOR DEPARTMENT HIRE MORE PEOPLE?

Some have asked why the agency hasn’t hired more people. Realistically, it takes time to train someone in the intricacies of how to process a claim, and that’s important. If a claim is wrongly granted, the unemployment recipient may have to pay the benefits back. Plus, workers have to go through a background check before they’re allowed to review a claimant’s sensitive information.

Then there are gig workers, freelancers and the self-employed, who so far haven’t seen a penny. They do not qualify for traditional unemployment benefits but may be eligible for Pandemic Unemployment Assistance (PUA), a federal benefit that would give these workers a total of 39 weeks plus an additional $600 per week until the end of July.

Gov. Phil Murphy announced Wednesday that the Labor Department is ready to process the first round of these claims and some beneficiaries should start to see payments next week.

There were two main reasons for the delays for these kinds of workers. First, the state was waiting for federal guidance on how to process the claims. Then once it got the guidance, it had to prepare its antiquated computer systems to handle the claims. (The system went down for the entire day on Sunday.)

If you’re in this category, don’t get overly hopeful yet. Be realistic. It will still take time for the agency to process the backlog, but at least you know the process is starting.

Even with all these delays, the Labor Department says everyone who is eligible for benefits will get those benefits, and the agency’s trust fund will not run out of money.

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Karin Price Mueller may be reached at [email protected].