Mass. Gen. Laws ch. 151A, § 62A – In-person, telephone and walk-in assistance by the department for individuals applying for unemployment compensation; orientation; notice; initiation of claim

(a) The department of unemployment assistance shall provide regional in-person assistance in each workforce area and in coordination with the MassHire department of career services. A department representative shall be available for assistance at each workforce area at least 1 day a week; provided, however, that assistance shall include, but not be limited to:
(i) providing general information on unemployment compensation and claims;
(ii) application assistance; and (iii) identity verification assistance.
The department shall conduct at least 1 public hearing each year to seek the input of employers in the commonwealth. The hearing shall be held at a time and location designated to maximize employer participation. Not fewer than 20 days prior to a public hearing the commissioner shall conspicuously post notice of the time and location of the hearing on the official website of the department and send notice, electronically or otherwise, to: members of the general court; every employer with an account with the department; the Massachusetts Chamber of Commerce, Inc., the Greater Boston Chamber of Commerce; the Massachusetts Taxpayers Association, Associated Industries of Massachusetts, Inc.; and the National Federation of Independent Business.
(b) In addition to such access by telephone to offices of the division, the deputy director shall maintain walk-in service, including the provision of general information, application assistance, claims information and orientation.
(c) The division shall provide an orientation to individuals who have applied for unemployment compensation within 15 days from the date upon which said application was made. At the orientation the claimant shall be informed of the determination process, eligibility criteria and requirements, including those mandated by worker profiling, and the address and telephone number to report to for division services. The division shall also provide claimants with information relative to the medical security plan and training benefit extensions established pursuant to section 30. The orientation may be provided through multilingual audio-visual methods, but the claimant shall have the opportunity for face-to-face interaction with division staff.
(d) The deputy director shall take any such actions as may be necessary to ensure that any notice to an individual issued by the division:
(i) is written in simple and clear language;
(ii) includes the address and telephone number of the regional office of the division which serves the recipient and the statewide toll free telephone number; and
(iii) that not later that January 1, 1998 the division shall issue all notices and materials explaining the provisions of this section in English, Spanish, Chinese, Haitian Creole, Italian, Portuguese, Vietnamese, Laotian, Khmer, Russian and any other language that is the primary language of at least 10,000 or 1/2 of 1% of all residents of the commonwealth. If the division fails to issue a bilingual notice in the claimant's primary language and such omission results in the claimant's failure to meet a deadline or requirement, the division's omission shall constitute good cause for the claimant's failure.
[There is no subsection (e).]