The other day I had a call from someone who has not been paid her benefits that she is eligible for. I understand her frustration but because the claim she had needed the date changed we basically have to start from the beginning with contacting the other states she worked in to get the information we need to give her the correct benefit rate. This is done by another department that does not take incoming phone calls from the public or us. If we need to reach that department a supervisor can send an E-mail to a mailbox that is monitored by them.
After telling the caller that I cannot give an estimate because I do not know how long it will take she asked to speak to a supervisor. I told her that I can send an email to my supervisor to call her but I cannot transfer her. My supervisor is within hearing distance of me. This was not acceptable to her and she said she will stay on the phone until my supervisor calls her. I am fortunate to be in an environment where we are allowed to end the call if we have done everything we can do. I informed her that I did send an email to my supervisor and will be ending the call because I can not do anything else. I then made a note on her account of what I did and later I saw one from my supervisor saying that she was not calling the client back because I gave her the correct information.