LEO | UIA Phone Services Currently Limited Due to Internet Outage

Due to the recent internet outage caused by CrowdStrike, a Microsoft third-party security application, the Michigan Unemployment Insurance Agency (UIA) phone and online chat services are currently limited. Workers are not able to speak or chat online with agents due to the system issues. Technicians are currently working to resolve the issue, with no current resolution time.

Help is still available online or in-person, using the Michigan Web Account Manager (MiWAM), which has not been affected by the outage. Workers can still access our automated Frequently Asked Questions (FAQ) service through UIA’s online chat feature and customer service line to get limited claim information.

To meet with an agent, schedule an in-person, or virtual meeting, visit Michigan.gov/UIA.

UIA provides a number of innovative and helpful online resources workers can access at any time, any day:

Take a journey through the UIA Claimant Roadmap, a six-step guide to applying for and understanding benefits. The roadmap is an easy-to-follow, user-friendly resource that can be found at Michigan.gov/UIAClaimantRoadmap.
Reserve a spot for an upcoming First-time Filer Coaching Session. This web-based guidance from UIA staff explains in a group setting the steps needed to complete an accurate application for benefits.
Find answers to frequently asked questions, or access resources and toolkits, at Michigan.gov/UIA, which is optimized for reading on mobile phones or tablets. You can also browse UIA’s library of helpful instructional videos on YouTube.
Explore underlying trends in unemployment insurance in Michigan using the UIA Economic Dashboard. Data provides a rich understanding of the impacts of unemployment across industries, occupations, and communities, and provides insights into which sectors are experiencing layoffs, claimant demographics, and the regions most affected. You can take a dep dive into the data at Michigan.gov/UIAEconomicDashboard.

Other helpful resources for workers

Since being named by Gov. Gretchen Whitmer in October 2021 to lead the UIA, Director Julia Dale – the agency's 11th director in as many years – has launched a number of reforms that benefit workers, including:

Planning for the rollout in 2025 of a new computer system. It will speed claim filing, provide a user-friendly interface, and add robust anti-fraud processes.
Assigning staff in 10 regions across Michigan through the UIA Community Connect program to provide hands-on help for workers navigating the unemployment insurance application process. Staff also connect workers and employers to UIA’s outreach and education resources.
Renovating five UIA Local Offices to create an improved user experience and make security upgrades. The offices undergoing construction are in Detroit, Grand Rapids, Lansing, Saginaw, and Sterling Heights.
Providing legal help through the Advocacy Program. Six new advocates have been added to the program, which provides free legal advice to workers who appeal UIA redeterminations.

Transforming the UIA

The reforms are part of a sweeping transformation of the agency into a national model for fast, fair, and fraud-free service. The UIA has also:

Brought together a coalition of labor, business, and jobless advocates as part of the UIA Modernization Workgroup to provide insight on significant improvements in how the agency can better serve Michigan workers and employers.
Unveiled the Employer Help Center, a plain language guide answers employers’ questions on unemployment tax and claim issues and UIA programs. The innovative Help Center can be found at Michigan.gov/UIAEmployerHelpCenter.
Named a Legal Advisor and created a Legal and Compliance Bureau to leverage collaborative anti-fraud practices to pursue bad actors who steal taxpayer money.
Extended through 2024 nearly 80 limited term employees in the Fraud and Investigations Division.
Required new ethics and security clearance policies for employees and contractors.
Partnered with the Michigan Department of Attorney General, and local, state, and federal law enforcement agencies to stop fraud. Since March 2020, 162 criminals have been charged with unemployment fraud, 91 have been convicted, and 72 sentenced to prison and ordered to pay restitution.
Scored 100 percent for the third year in a row from the USDOL, meeting the reasonable assurance of quality benchmark for employer audits in 2022, 2021, and 2020.
Reassigned staff and resources to address the largest categories of claims contributing to the agency’s case backlogs.
Rebuilt the UI Trust Fund to more than $2.7 billion (and growing). Weekly benefits are paid to workers from the Trust Fund, which is supported by taxes on employers.
Halted overpayment collections on claims filed since March 1, 2020, while the agency addresses pending protests and appeals.