More than 150,000 Texans filed for unemployment benefits last week, state officials said, in a surge that is overwhelming the state’s website and call centers and leaving hundreds of thousands of other jobless workers unable to get past busy signals to file their claims.

The flood of claims represented more than 10 times the number filed during the same week a year ago as efforts to slow the spread of the coronavirus shut down businesses across Texas. On Sunday alone, the Texas Workforce Commission said it took 100,000 calls; more than 800,000 were trying to get through.

“It is an exponential increase,” said Ed Serna, executive director of the Texas Workforce Commission during a Facebook-live stream event Wednesday. “It is almost vertical.”

Among those waiting — or hoping — to get through was Jonathan O’Dowd, a recently furloughed employee in Clearlake, southeast of Houston. Using speed dial, he has taken to calling the line every 15 minutes to an hour between 8 a.m. and 6 p.m.

Sometimes he gets a busy signal. Other times a recorded message instructing, “try again later.” Occasionally, the call simply fails.

“I’m trying to get another job,” he said, “but I could use some help financially.”

Recently, claims for unemployment benefits are nearing 30,000 per day, more than double what was filed in a week a year ago, outstripping the state’s capacity to process them. State officials could not estimate how long it might take to process, approve and pay claims.

The surge in claims is likely to stretch the state’s unemployment insurance fund. If it is depleted, the state can borrow from the federal government to pay claims. In addition, Congress is moving to send billions of dollars to states to cover unemployment insurance costs and increase the amount of benefits as part of a massive stimulus bill.

More than 41,000 people watched the Facebook Live event and more than 1,000 commented. Many described a loop of frustration.

When website is unable to take any more applications, filers are instructed to call the help line. When they try, the can’t get through to anyone to help.

Even some of those lucky enough to complete online applications are not spared the sense of helplessness. After submitting the online application, many people are then instructed to call the help line because the TWC needs more information. Then, they’re left at a standstill.

Dianne Cheslik, a server in Lewisville, north of Dallas, was laid off at the end of the first week of March. The restaurant at the Marriott hotel where she worked said that event cancellations related to the COVID-19 outbreak meant the business couldn’t keep her on staff.

She was able to submit her unemployment claim online and approved for $521 per week, the maximum benefit in Texas. When she requested payment from the agency, however, she was denied and instructed to call the helpline for more information.

“I’ve been trying from 8 a.m. until 6 p.m.,” Cheslik said. “You cannot get a hold of a person right now. I would wait on hold for days, but give me a person to talk to.”

State ramps up capacity

The state is aware of the problems and has said for weeks that it is attempting to address the issues. On Wednesday, Serna, the Texas Workforce Commission director, said the agency has moved staff from other divisions to work the call centers and it will hire 100 temporary workers to help staff the call centers.

Beginning this Saturday, the TWC will open the phone lines on Saturdays from 8 am until 5 pm.

For the website, the agency is increasing its server capacity and has already made some improvements. It is also working with the Dallas telecommunications company AT&T to increase the call center’s capacity.

But, Serna acknowledged, the sheer number of claims continues to overwhelm websites and call centers, ultimately meaning hundreds of thousands of Texans will experience a delay in their benefits, since the claim period does not begin until it is approved by the agency.

That’s why Serna, during the Facebook live event, encouraged Texans to continue to try to get through.

“I would recommend that you continue to call at different times,” Serna said. “It should be more accessible to you as we progress.”

Unemployed or underemployed workers should apply for benefits as soon as they can. Start by going to ui.texasworkforce.org or, if you do not have internet access, call 1-800-939-6631 Monday-Friday 8 a.m. to 6 p.m. central. or Saturday 8 a.m. to 5 p.m. central.

You will need a Social Security number or alien registration number, as well as information about your last employer and your wages.

erin.douglas@chron.com

Twitter.com/erinmdouglas23