The state’s eligibility system has drawn criticism for inadequate training and erroneously denied benefits, and call center wait times have surged. Since then, the eligibility system has faced criticism from applicants and workers for inadequate training and erroneously denied benefits, and call center wait times have surged. Eligibility workers like Gwin and policy experts, however, say bringing the error rate down in light of stricter federal eligibility requirements and a lack of adequate training will prove difficult. Two other eligibility workers with differing levels of experience echoed Gwin’s complaints in interviews with the Capital Chronicle. “At the same time, reduced federal funding and new federal requirements are increasing the workload,” Sunderland wrote in an email.