Washington's Unemployment Benefit Programs in 2020: Understanding improper payments and service delays during the COVID-19 pandemic

The novel coronavirus quickly became a global pandemic in 2020. In March 2020, Congress passed the CARES Act to help provide support for those affected by the pandemic. Washington’s Employment Security Department administers the state’s unemployment compensation program. From early in the pandemic, news organizations reported on customer service delays and fraud in Washington’s Unemployment Insurance program. Th is audit examines the scope of and reasons behind substantial fraud and customer service delays in the state’s unemployment benefits program during the COVID-19 pandemic