Nearly three years after the beginning of the COVID-19 pandemic that caused a surge in unemployment claims, the Kansas Department of Labor continues to resolve claim concerns as it undergoes a nearly $44 million modernization of its systems. If people are not able to get through, they have often tried other avenues, including contacting both state and federal lawmakers, the governor’s office or KMBC 9 Investigates to reach department officials.KMBC has received thousands of tips over the past three years from people who have said they are still waiting on thousands of dollars from the Kansas Department of Labor. KMBC aims to pass along tips to department officials to help resolve claims, but a recent uptick in emails to our newsroom prompted new questions.PAST COVERAGE OF THIS STORYWoman encounters more delays trying to get unemployment benefits from KDOL Audit reveals Kansas paid out about $450 million in fraudulent unemployment benefits People still navigating Kansas Labor Department to get pandemic unemployment payments Kansas to receive $4.5 million boost for unemployment system modernization Man sees wrong info in online account with Kansas Labor Department Kia Hession and Tracy Faber emailed KMBC in recent weeks. They have memorized the numbers to the labor department’s call tree since they have called the department so much. Both demonstrated to KMBC how their calls got disconnected last month.Hession’s unemployment case has gone on for nearly two years. It is much more complicated than Faber’s, who just recently filed for unemployment benefits. But both women believe they are still owed money and want to know how to get answers, so they contacted KMBC.“I just try to keep being persistent,” Faber said.“Maybe by getting someone to call me?” Hession said. “Contact me about the situation.”Getting a return call can and does happen. After people have contacted both lawmakers or KMBC people, they have often found success hearing from a department representative.This is all happening as the Kansas Department of Labor is in the middle of updating its current computer system and unemployment database built in the same decade when the Atari video games debuted in the 1970s. There is credit due to labor department employees handling a crush in claims due to the COVID-19 pandemic. Department officials say claims have dropped steadily since the height of unemployment during the pandemic. Call hold times, however, have ticked up during the recent months of December and January, according to department data. For instance, earlier this month, the department received nearly 600 to 700 inbound calls per day. The average speed to answer ranged from 32 minutes on Friday to 45 minutes on a Monday morning when there are typically more callers.The calls range from new claims to checking on the status of claims. Others are trying to work through complicated cases with money they believe they are owed.During a committee hearing, the Kansas labor secretary told legislators last month that the nearly $44 million process to modernize KDOL’s unemployment system is underway.“We are working to make sure that this experience will never happen again,” Kansas Labor Secretary Amber Shultz told KMBC 9 Investigates.Shultz says right now, at least 25 department workers are answering calls. She also said the department sees a bump in calls as tax returns and seasonal layoffs happen. Shultz said the department had shifted some employees in recent weeks to answer more calls, but the help varies based on anticipated call volumes.Representatives on both sides of the aisle in the Kansas statehouse say they are hearing more complaints regarding unemployment claims, recently, too.“It seems like we're having more and more people calling us and saying, hey, making phone calls we can't get through,” said House Majority Leader Chris Croft (R-Overland Park). “It's just frustrating that we're going through this again.”Rep. Mari-Lynn Poskin (D-Leawood) has also recently noticed more calls and emails to her office.“There are some wait times that are probably not appropriate,” Rep. Mari-Lynn Poskin (D-Leawood) said.She says if anyone is still having problems state legislators can help with complaints saying a dedicated team at the labor department working with legislators works to call people back soon.“We're here, we're busy, but we care. That's, I think, my best advice,” she said.KMBC 9 Investigates also asked Secretary Shultz for her best advice for people getting through to the department.“I hear you. I understand the frustration. We're working on moving more and more staff every day to the phones to be able to better assist you,” Shultz said.Faber, after calling KMBC, did a callback.Hession's case may take longer to resolve. An examiner issued a determination in 2021 she was disqualified from receiving benefits. She appealed, and a court issued a decision affirming she had not met her burden of proving the labor department made an error in her case. Hession says she simply wants a call to discuss the issue further with labor department officials.Both say if you still believe you're owed money, do not give up.Suppose you need help resolving your claim, email investigates@kmbc.com. Please indicate in your email you give KMBC permission to pass along your email to Kansas Department of Labor officials.