Understanding the UI Applicant Experience: Survey Evidence from Wisconsin Claimants

• In Event: Public Policy and Economic Wellbeing from Employment to Retirement

Abstract

Background: Unemployment Insurance (UI) is critical in supporting workers amidst job instability but is often perceived as a difficult system for applicants to navigate. Little is known about applicants’ experience in the application process. Administrative records, lack detail on individuals’ perceptions, behaviors, and challenges as they navigate UI. We partnered with Wisconsin Department of Workforce Development UI office to field a survey investigating informational, procedural, and structural barriers encountered by 2023 UI claimants in Wisconsin. Specifically, this study focuses on how applicants learn about UI, how they experience the claim process, what obstacles they face in accessing benefits and employment services, and their understanding of eligibility rules. We focus on understanding on whether different groups in the labor market, specifically regarding race, gender, and rural geography affect applicant experiences. Integrating the perspective of applicants may lead to a more fair and inclusive policy program that better supports unemployed individuals.

Methods: We administered a mail and web-based survey to a stratified random sample of 5,000 individuals who applied for UI between July and December 2023. We oversampled rural residents and underrepresented minority groups to ensure adequate responses from these groups. Respondents were instructed to answer questions specific to a particular recent claim. The survey included six major sections covering claim motivation and filing experiences, claim eligibility outcomes, job search behavior, UI system knowledge, resource utilization, and demographics. The survey also included open-ended questions about claimant experience. 679 respondents completed the survey (13.5% response rate). We present patterns in claim difficulty, knowledge gaps, barriers to re-employment, and experiences with job search supports by rural/metro residence, gender, and race (White and Black respondents only, due to sample size).

Results: Survey results highlight the complexity of navigating UI systems, especially for first-time or rural claimants. Rural respondents were more likely to rely on friends or family for claim support, while metro respondents more frequently utilized online tools and structured job services. Black respondents reported longer delays in eligibility determinations and greater challenges across nearly all stages of the claim process, including navigating the claimant portal, understanding eligibility decisions, and accessing helpful staff. Although most respondents correctly answered core questions about UI eligibility, knowledge gaps remained in areas including part-time work rules, job type effects, and multi-state work eligibility. These gaps varied by subgroup and suggest opportunities for targeted outreach and education.

Respondents described barriers to re-employment that extend beyond resume gaps or job skills. Mental health challenges, caregiving responsibilities, and lack of transportation were common, especially among female and rural claimants. Open-ended responses underscored frustrations with the complexity and tone of UI processes, and the emotional burden of navigating a system that felt opaque or stigmatizing. Future work for this study include applying sample weights to more closely reflect the claimant population and multivariate analysis. While our findings are limited by the low response rate, the results offer a novel and detailed view into the claimant experience—highlighting where process improvements, better communication, and targeted support services might improve accessibility in UI systems.

Author

• Yonah N Drazen, Institute for Research on Poverty
  Presenting Author