The collapse of the SEPE (Spanish Ministry of Education) at the best time for employment: "It's a disaster."

Barcelona"If this had happened during the pandemic, we would have left half the country without pay." This is the reflection of Josetxo Gándara, head of union action for the CCOO (Working Council of Workers' Commissions) at the Ministry of Labor and one of the employees who are at their limit due to the overwhelming situation of the state employment services. The unions denounce that the SEPE (Spanish Employment Service), the agency responsible for managing unemployment benefits, among other tasks, is in a state of collapse due to a lack of structural personnel and the problems caused by the new computer system implemented at the end of last year.

The software—called ALMA and outsourced to the consulting firm Deloitte—is suffering constant crashes, and processes that were previously resolved in 15 or 20 minutes can now take more than an hour before the system freezes, according to sources consulted by ARA. They also criticize the fact that its poor performance causes serious errors in the calculation and recognition of benefits, and that they have found incorrect amounts paid to users or undue charges that are not reported in a timely manner. "It makes our lives miserable. We feel very helpless because with the new program, we often don't even know if the information we entered regarding family responsibilities or contribution time has been understood," criticizes François Calvo, a SEPE worker and UGT representative.

The unions insist that these problems translate into poorer service for citizens, who have to wait much longer even for simple inquiries. More than half a year after its implementation, they warn that basic problems detected and reported for months continue to recur. "It's a damn disaster. It's the worst moment in the history of the SEPE (Spanish Social Security Administration) at the best moment for the labor market," laments Gándara, referring to the contradiction that this problem within the agency coincides with the latest records for Social Security affiliation and the lowest unemployment rate in the last seventeen years. Added to this, the union leader points out, are the obstacles to getting an in-person appointment, especially in large cities like Barcelona and Madrid.

The Ministry of Labor reminds the ARA that this is "a major technological change, after decades of using programs that already have established processes." The department headed by the Second Vice President of the Spanish government, Yolanda Díaz, assures that "they are working on the incidents inherent to a new management system in a complex change of benefits." Regarding the payments to be made by the SEPE, they state that they run "no risk" and that the average waiting time for benefit recognition is "only" 2.5 days.

Beyond the computer problems, which workers demand be resolved urgently, the underlying complaint is the lack of personnel to cope with the current workload. "I started in 1986, and now we have the fewest staff," warns Calvo, of the UGT. Both this union and CCOO estimate that the SEPE currently has around 7,000 employees and that at least another 5,000 would need to be hired to handle the current workload. They are concerned that this grievance will worsen with the wave of retirements. baby boomers This is about to engulf the administration, and they are demanding that their staff be brought into line with that of other public bodies such as the National Social Security Institute. They also complain that many administrative assistants—who perform support tasks—are taking on technical roles, a professional category with higher salaries.

More tension in the offices

This is the case of EM (who requests anonymity), an employee at a SEPE office in Barcelona. She started working as a temporary worker during the pandemic and two years ago secured a civil service position after passing the exams. "80% of us are administrative assistants acting as technicians," she confirms. Her workplace should have 10 employees, but currently there are six because there are people on sick leave and other colleagues who are considering taking it for reasons related to psychosocial risks. She estimates that she has to serve around twenty users each day, but software outages complicate her daily routine. "You try to issue a subsidy and the program keeps thinking, you try to check if a resolution is approved and it fails again..." says EM. In her opinion, the office environment is increasingly tense—even with violent situations from frustrated users—and she doesn't rule out the possibility of staff mobilizing if nothing changes.

The workers' complaints add to those of users who repeatedly report the financial consequences suffered due to administrative errors by the SEPE (Spanish Social Security Institute). Cristina was 59 years old when she lost her father, whom she was caring for, and was left without a job or a place to live. At the time, she was collecting unemployment benefits for those over 55, but the amount was insufficient to support her, and she applied for an orphan's pension. Unfortunately, her file was lost, and months passed before she could begin collecting it retroactively. However, when this was resolved, she realized that the SEPE (Spanish Social Security Institute) was demanding the benefits she had collected (3,759 euros) while she waited for the new payment and that her account had been seized. "How can I return that money? If I weren't in a vulnerable situation, I could. I feel harassed by the State," she laments. The case is in court, and she is waiting to find out if the amount claimed will be waived.

Bárbara, a single mother, also discovered too late that she owed more than €5,000, with a €600 surcharge for an improper payment during a temporary employment regulation process (ERTO). "They didn't tell me; it was their fault," she says. She complains that, despite agreeing to repay the amounts, she wasn't offered a fair or interest-free option and believes that these communication failures in the system end up harming the most vulnerable.