Hey guys, it's Ginny Silver.
And today I want to ask the Edd directly.
Please make the following changes in your communications
Department because of the volume of content that I create
and the reach that it has, I receive about a million views
per month because I am channel that's receiving a million
views per month.
Anytime you Google Edd related questions in Google Search,
one of my videos pops up because I receive that volume of
traffic. I feel as though I am on EDD's radar.
So therefore I am going to ask the Edd to take into consideration
the following modifications to their communications Department.
There are many problems that the Edd is facing, and I understand
that many of these issues will take months if not years and
a great deal of funding and resources to be able to repair
and improve upon.
However, with regards to communication with your claimants,
there are specific actions that can be taken right now relatively
easily, which would cause a wealth of difference in the amount
of customer service and information that your claimants are
receiving. If a random person on YouTube can create this
volume of content based off of the published government documents
that are available online, then I sincerely hope that the
Edd is able to make improvements in this area.
I'm happy to have a channel that has done well and receives
a million views per month.
There should not be a need for a random person on the Internet
to be the one supplying information to claimants regarding
a government agency claimant should be able to receive this
information directly from the source in a clear and concise
way that breaks it down in a way that they understand and
that is easily accessible to them.
The number one issue that I am seeing that the Edd could
immediately resolve is that claimants are not receiving extremely
important information that they should know sent directly
to their inboxes.
Instead of sending claimants information directly to the
inboxes, we are seeing valuable pieces of important information
published solely in press releases and on Twitter.
The average claimant does not know to look in one of these
two areas when they are trying to figure out issues on their
claim plan.
What is going to happen next or get questions answered.
The information in the press releases should be broken down
in an easy to digest way and sent directly to claimants inboxes.
Oftentimes, information is released in the form of a Press
release, but it is not shared directly with the claimants
until several weeks later.
Next, the EDD's Twitter account is extremely inefficient
the Twitter account right now.
Post generic brief statements, small facts that the average
claimant can locate online, but it fails to address the issues
that claimants are having.
We all know that the EDD's website seems to go down crash
on certification day on Sundays.
Unfortunately, on Sundays, the Edd is not providing helpful
tips on how to certify they are not letting you know that
refreshing your browser or accessing the UI online mobile
app seems to work much better.
They are not letting you know that they have now put on a
limit on how many claimants can access the site instead on
certification dates, the EDD's website continues to regurgitate
these simple statements, sometimes even reminding you to
certify for benefits.
While the website is currently down.
Edd's Twitter account should be used to communicate effectively
with claimants because it is a social media platform where
claimants are able to comment back.
The EDD's Twitter account manager should be reading through
the issues that claimants are having that day, and even if
they can't reply individually to claimants, they should address
their concerns through their next Twitter post.
Seeing that those questions are the problems that people
are having trouble with and then provide useful information
to help them work through those problems in the next Twitter
post. Next, the Edd should not publish information on Twitter
that is not also sent directly to their UI online inbox not
everyone has a Twitter account.
In fact, most people aren't spending time on Twitter, but
they are waiting for that valuable information to be delivered
to their UI online inbox because it doesn't come there directly.
Individuals are not receiving access to all of the same information.
Next, the Edd in the very least should issue a weekly update
for their claimants with Edd content.
I create videos daily because there is such a need.
There is so many questions.
There are so many issues coming up that I must create videos
daily, oftentimes two times a day to meet the demand of these
viewers that have so many questions and so much confusion
regarding their claims.
If the Edd is not able to issue a simple statement daily,
the very least that they could do would be to issue an update
once a week.
Useful, helpful information based on what the claimants are
reporting are their issues that week and last, but most certainly
not the least is communication via customer service.
The call Center is the call Center poses extreme problems.
The call Center is an extreme problem.
It most definitely will take a great deal of time and resources
to repair the very broken customer service phone lines.
However, this should be the number one priority to fix across
all of the issues that the Edd is facing.
Claimants spend days calling in to try to get through to
a hold line.
Once they get through to a hold line, they are then on upwards
of a three or 4 hour wait after they've been holding for
several hours.
Many claimants are then cut off because the Edd closes at
eight P.
M.
Payments who are waiting on hold for 3, 4 or 5 hours quickly
have their call dropped.
Additionally, once a claimant has been waiting on hold for
several hours and then they do receive help from a representative.
Oftentimes the representative drops the call hangs up or
has a failed attempt to transfer the call once again, leaving
the claimant with no answers and no solutions for their claim
after spending the entire day on hold, if the claimant is
able to talk to a customer service representative, Unfortunately,
the information that they receive differs according to which
customer service representative they are able to get help
from claimants report that they call in to customer service,
and if they call in a second time, they often times will
receive a completely different set of information, instructions
and assistance.
Please Institute a system where claimants can call in to
customer service.
Now I'm going to email this video to Edd.
However, I know that they will not respond.
I know that they will disregard my email, and I know that
these will not be implemented, but I've taken it upon myself
in the last month to get very aggressive with my attempt
to make the voices of claimants heard who can't get through
to customer service and who cannot have their issues resolved.
If you are a claimant, who is watching this video, the way
that you can get it to be viewed more and shared, more is
going to be to leave as many comments as you can down below.
More interaction in the video.
It means that YouTube promotes it to more people, and it
will gain more popularity.
The more views and more popularity the video has, the more
likely it is to be heard by the people matter.
Okay, you guys, I'm sure this video will not be helpful,
but at least I tried.