Maryland Department of Labor, Licensing and Registration, Division of Unemployment Insurance – Libby Deyette

Olivia Deyette

Department of Labor, Licensing, and Regulation

Division of Unemployment Insurance

Since 1978, Libby, as she is affectionately known , has been an employee with Division of Unemployment Insurance.

While there are numerous examples of that illustrate Libby’s commitment to excellent customer service over the course of her 40 plus years of service, there is one that stands out. Libby responded to a complicated issue an unemployment claimant was experiencing in his efforts to obtain unemployment benefits. The customer, unaccustomed to the process of filing an unemployment insurance claim and actively searching for work, weekly, as required by law to continue receiving benefits was on the brink of unraveling. He just lost his job of over 25 years at no fault of his own, and did not know if he would have money to feed his family, or pay for basic services such as utilities. An elderly gentleman, this customer needed help and need it quickly.

Libby patiently took time to demonstrate how to use the self-service tools available to customers. Though the customer was limited in the ability to use computer technology, Libby continued to walk him through the process.  After numerous attempts, she was successful in teaching him the ropes. Libby, in her own sweet way, gave herself a reminder to contact the customer weekly to ensure he entered his job searches and followed all of the steps to continue receiving benefits. She further explained to him how to search for meaningful employment, referring him to resources designed to get him back to work as quickly as possible. She became a motivating force in his life by helping him see his value and ability to return to the workforce. Through all of this, she avoided the fanfare. She sought no accolades. Yet, the customer somehow managed to find her supervisor to let him know how excited he was to have been placed in the very capable hands of Libby. The claimant emphasized that because Libby was very thorough in her explanation, as well as patient, she gave him self-confidence; a self-confidence that enabled him to not only to complete the unemployment insurance process, but to get up, get out, and return to work.

This is who Libby is each and every day. She has definitely changed Maryland for the better!