Building scalable and resilient state unemployment insurance programs

September 4, 2025

Scale while preserving integrity and quality with a blended workforce and automation.

Key takeaways

State unemployment insurance programs must be able to scale quickly without sacrificing accuracy, integrity, or customer service when demand surges. By combining a blended workforce with automation, states can build operational flexibility that reduces backlogs, strengthens program integrity, and keeps programs responsive through economic shifts.

Modernizing unemployment insurance program operations

Unemployment Insurance (UI) programs have proven critical to state economies, helping states support workers during seasonal layoffs, industry downturns, or national and regional economic shifts. While UI programs are vital, they are also complex, requiring detailed eligibility reviews, robust program integrity efforts, and responsive claimant support. When demand surges, legacy systems and staffing constraints can lead to exponential demand on the agency. The result? Too often, states face backlogs, leaving the door open to public complaints and increased risk for error.

Benefits of a blended workforce framework

While UI leaders have made meaningful progress in modernization and recession-proofing, structural program constraints remain. A blended workforce model offers a scalable solution that complements state operations. Pairing dedicated state employees with contractor teams, supported by intelligent automation, creates a system that can flex with demand and still deliver with speed, accuracy, and fairness. In plain terms: when the need spikes, the collaborative framework adapts instantly, not months later.

New options for today's challenges

For years, contractor support in UI programs has been limited to narrow scopes or emergency response. That mindset is out of step with the reality of modern workforce management. Recent federal guidance reaffirms states’ authority on staffing model decisions. Contractors can be integrated in ways that protect merit principles while unlocking capacity, improving efficiency, and strengthening integrity — all while saving states money and time.

Through a blended workforce, states can maintain institutional knowledge and state-level expertise, maintain program integrity, scale support when it's needed most, and save taxpayer money. The lesson from recent years is clear: building flexibility into UI operations is essential. A blended workforce isn’t a “nice to have,” it’s the infrastructure that will keep UI programs standing the next time the economy shifts, a major company closes, or a crisis hits. In doing so, state leaders can set a new standard for efficiency, resiliency, and accountability.

See our work in action

Maximus has supported UI programs across the country with scalable, high-performing solutions. Across 19 states, one U.S. territory, and the District of Columbia, our work during the pandemic — and beyond — demonstrates how a blended workforce model can deliver rapid results while preserving program integrity and minimizing draw on state resources.

Surge support in days
Maximus launched a secure, fully operational contact center in days. Within a month, we scaled from 50 to over 700 agents, handling tens of thousands of claimant interactions that the state did not have the capacity to address.
Tackling 5.7M backlogged tasks
Maximus worked through a backlog of over five million unresolved tasks. We called claimants and employers, collected documents, clarified information, and helped clean up the pipeline so state adjudicators could act faster.
Rapid hybrid deployment
Our ability to provide teams with secure remote capabilities allowed states to meet urgent needs while maintaining compliance and data security. We showed that hybrid staffing models can work, especially under extraordinary conditions.

These outcomes reflect our ability to integrate quickly, operate independently, and support state teams with experienced staff and proven infrastructure, making us a trusted partner for surge support and modernization efforts.

Transform your UI program

Download our white paper to see how states are unlocking the blended workforce advantage for scaling smarter.

State and local government

Explore how we help agencies across all 50 states and D.C. address challenges and move people forward.

Discover how a blended workforce can transform your UI program

Explore our white paper to learn how states are expanding capacity, improving accuracy, and ensuring high-quality customer service.

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New Options for Today's Challenges

As budgets shrink and backlogs grow, you need new ways to deliver essential services efficiently.

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