The Arizona Department of Economic Security (DES) has come under fire after several Arizonans have experienced delays and obstacles in receiving unemployment benefits due to issues with the new CACTUS platform. Launched in September, the CACTUS system was touted to offer a streamlined experience for users, aimed at simplifying the application and tracking process for unemployment claims, as reported by ABC15.
Unfortunately, despite the promise of a more efficient process, Krystal Ashton from Surprise disclosed to ABC15 that she has not received her unemployment benefits for a troubling period of eight weeks since being laid off this past summer. Her situation is far from isolated, with ABC15 being contacted by others facing similar predicaments. On the other hand, a spokesperson for DES stated that over 90,000 claims have been filed and nearly $20 million disbursed in unemployment benefits since the launch of CACTUS, indicating the majority of individuals are able to file and receive payments.
Amidst frustration within the community, Sommers Bennett, a Tolleson resident, recounted to KJZZ that she had lost her car because of a persisting glitch in the system which flagged a non-existent overpayment on her account. DES, through spokesperson Brett Bezio, acknowledged the glitch affecting a "very limited number" of claimants but did not provide a specific timeline for resolution. Bezio further explained that some claims might require individual adjudication to confirm eligibility, potentially delaying processing time.
Apart from the delays in unemployment benefits, Arizonans have shared their difficulties in obtaining responses for Nutrition Assistance (SNAP) and Medicaid applications. Due to staff layoffs tied to federal funding cuts as described by DES, the department's capacity to serve its clientele has significantly diminished. With a reduced workforce, the department faces challenges in processing applications, resolving phone inquiries, and delivering services to Arizona families in a timely manner. Sarah Ochoa, as told to ABC15, experienced firsthand the frustration of awaiting food benefits with no reply, even after repeated applications and visits to the DES office.
The concerns deepened as the department's unemployment insurance data dashboard suggested a decline in the number of new claims processed post-CACTUS implementation. While DES insists that the platform is functioning as intended, users like Matt Gerhards and Eric Wilson have reported weeks without payments and insurmountable hurdles in reaching the department's overwhelmed call center. Bezio conveyed to KJZZ the department's appreciation for the public's patience during this period, even as evidence surfaces from the data dashboard showing a plummet in calls answered by the department's call center since August of this year.
