Coverage dated September 21, 2026 to September 22, 2026

State audit faults DUA on hold times and delayed benefits

Headline from WWLP Springfield

Customers kept on hold, delayed first benefit payments and mismanaged complaints – these are some of the issues the state auditor discovered in an audit of the Department of Unemployment Assistance that was released Monday.

WWLP Springfield's own description from its feed. We collect headlines and these descriptions, not full articles; read the original reporting below.

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Reports & sources

4 articles, oldest first.

WWLP Springfield
Massachusetts unemployment agency says improvements underway after state audit finds failures (opens WWLP Springfield)
Published Sep 21, 2026
WWLP Springfield's feed description
A new audit found the state's unemployment assistance struggled with customer service during a two-year review period. Agency officials say many of the issues have been addressed including reduced call wait times.
GBH News
State audit faults state’s unemployment assistance department on hold times and delayed benefits (opens GBH News)
Published Sep 21, 2026
GBH News's feed description
1 in 4 callers had to wait an hour or more for a call center agent or automated voice prompt to respond.
WWLP Springfield
State audit faults DUA on hold times and delayed benefits (opens WWLP Springfield)
Published Sep 22, 2026
WWLP Springfield's feed description
Customers kept on hold, delayed first benefit payments and mismanaged complaints – these are some of the issues the state auditor discovered in an audit of the Department of Unemployment Assistance that was released Monday.
New Boston Post
Diana DiZoglio Audit Finds Long Wait Times, Delayed Unemployment Benefits In Massachusetts (opens New Boston Post)
Published Sep 22, 2026
New Boston Post's feed description
A state audit found long call waits, delayed first payments and complaint-management problems at the Massachusetts Department of Unemployment Assistance.