HARRISBURG, PA — Governor Josh Shapiro and Department of Labor & Industry (L&I) Secretary Nancy A. Walker announced major improvements to Pennsylvania’s Unemployment Compensation (UC) system, delivering faster, more reliable services and significantly reducing wait times for residents seeking benefits.
Average call wait times at UC Service Centers have dropped from over an hour to just nine minutes, marking the lowest levels in more than six years. Email response times now average under 24 hours, and more than 106,000 Pennsylvanians have received in-person assistance through UC Connect appointments at CareerLink centers statewide.
“By creating multiple ways to access benefits, reducing wait times, and eliminating backlogs, we’re making the Unemployment Compensation system faster, fairer, and more accessible than ever,” Governor Shapiro said, crediting frontline staff and leadership for the progress.
Key Improvements Under the Shapiro Administration
- Backlog Eliminated: Over 40,000 pandemic-era claims resolved within seven months of taking office.
- Expanded In-Person Support: UC Connect now provides assistance at CareerLink centers across the Commonwealth.
- Self-Service Enhancements: ID verification kiosks and 24/7 secure live chat options streamline access to services.
- Increased Staffing: Nearly 400 new UC interviewers hired to speed up claim processing.
- Financial Impact: More than $1.1 billion in UC benefits paid to 691,564 individuals so far in 2025.
Secretary Walker highlighted the administration’s “targeted investment and commitment to a better user experience,” noting that these efforts have restored public trust in the UC system after pandemic-era struggles.
Labor advocates praised the reforms, emphasizing the administration’s decision to invest in staffing and training rather than cutting resources. “That investment led to proper training for UC workers and the tools they needed to do their jobs effectively,” said Nina Coffey, Secretary Treasurer of SEIU Local 668.
Broader Workforce Gains
The administration’s overhaul of UC services is part of a larger workforce and economic development strategy. Since January 2023, Pennsylvania has:
- Maintained an unemployment rate of 4.0%, below the national average for 27 consecutive months.
- Secured $25.2 billion in private-sector investments and created over 11,200 jobs statewide.
- Eliminated degree requirements for 92% of state jobs and reduced average state hiring times by 40%.
- Launched the state’s first comprehensive Economic Development Strategy in nearly two decades, targeting growth in life sciences, agriculture, energy, manufacturing, and robotics.
Governor Shapiro’s proposed 2025-26 budget builds on these reforms, allocating $12.5 million to expand worker training programs and $2 million to grow internship opportunities through Career Connect.
With the latest upgrades to the UC system and broader investments in workforce development, the Shapiro administration is positioning Pennsylvania as a leader in accessibility, efficiency, and economic growth.
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