Massachusetts has one central office and regional service centers
Massachusetts runs its unemployment system through the Department of Unemployment information (DUA), which operates a main office in Boston and several regional centers across the state. Unlike some states with dozens of local offices, Massachusetts consolidated most in-person services to a smaller network, so you may need to travel or use phone and online channels depending on where you live.
The main DUA office is located at 19 Staniford Street, Boston, MA 02114. This is where policy decisions happen and where some specialized services are handled, but it is not always the fastest place to go for routine questions. Most people filing for unemployment benefits do so online through the MassLive portal or by phone, which is often faster than waiting for an appointment.
Regional service centers exist in several cities, though their hours and services have shifted since 2020. Before traveling to any office, call ahead or check the DUA website to confirm current hours and whether you need an appointment, because walk-in availability varies.
Key Takeaways
- Massachusetts has one main DUA office in Boston and a handful of regional centers, so you may need to travel or use phone and online services instead of visiting in person.
- Most unemployment filing happens online through MassLive or by phone at 877-626-6800, which is faster than visiting an office.
- Regional service centers are in Boston, Worcester, Springfield, and Fitchburg, but hours and appointment availability change, so call ahead before visiting.
- If you need to speak to someone in person, the main Boston office at 19 Staniford Street is open weekdays, but you should confirm hours and whether an appointment is required.
Main DUA office in Boston
The Department of Unemployment information headquarters is at 19 Staniford Street, Boston, MA 02114. This office handles appeals, wage records, and some specialized cases, but it is not the place to go for a routine question about your claim status. The office is open Monday through Friday during standard business hours, though exact times can change.
If you are filing for the first time or checking on a claim you already filed, you do not need to visit this office. Call 877-626-6800 instead, or file online through MassLive. The phone line is often less crowded early in the morning or late in the afternoon. If you do need to visit in person for an appeal or a wage record issue, call ahead to confirm hours and ask whether you need an appointment.
Regional service centers and their locations
Massachusetts maintains regional centers in Worcester, Springfield, and Fitchburg in addition to the Boston headquarters. These centers handle some in-person services and can answer questions about your claim, but they operate on limited schedules and many now require appointments.
The Worcester center serves central Massachusetts. The Springfield center serves the western part of the state. The Fitchburg center serves the north-central region. Each has different hours and may have different services available on any given day. Before driving to any of these locations, call the main DUA line at 877-626-6800 and ask which center serves your area and what services are available that day.
Some regional centers have reduced their hours or shifted to appointment-only service. If you need to visit one, calling ahead is not optional — it is the only way to know whether the office will be open when you arrive and whether you can walk in or must schedule a time.
Phone and online services are usually faster
The DUA phone line is 877-626-6800. This number connects you to representatives who can answer questions about your claim status, help you file, explain what documents you need, and direct you to the right office if you do need to visit in person. Call times are shortest early in the morning, around 8:00 a.m., or in the late afternoon after 4:00 p.m. Weekday calls are answered faster than weekend calls.
Most people file for unemployment benefits online through MassLive, the state's benefits portal. You can file, check your claim status, upload documents, and manage your account from any computer or phone with internet access. Filing online is faster than by phone and faster than visiting an office, and you get a confirmation number when ready.
If you do not have internet access at home, you can use a computer at a public library. Most Massachusetts libraries have free public computers and staff who can help you get your free guide. Call your local library to ask about computer access and hours.
What to bring if you visit an office in person
If you do visit a DUA office, bring your Social Security number, a photo ID, and any documents related to your claim — your separation notice from your employer, recent pay stubs, or any correspondence from DUA. If you are filing for the first time, bring your driver's license or state ID and be ready to answer questions about your work history and why you are no longer employed.
If you are appealing a decision or disputing a wage record, bring copies of any letters you received from DUA, your employer's contact information, and any documents that support your case. Do not bring originals of important documents; bring copies instead. If you are unsure what to bring, call 877-626-6800 before you visit and ask what documents are needed for your specific situation.
Appointment scheduling and walk-in availability
As of 2024, most DUA offices operate by appointment rather than walk-in service. To schedule an appointment, call 877-626-6800 and explain what you need help with. The representative will tell you whether an appointment is available and when. Some offices may have limited walk-in hours on certain days, but this varies and changes, so calling ahead is the only way to know.
If you cannot reach anyone by phone, you can also try the DUA website at mass.gov/dua to see whether appointment scheduling is available online. The website also has a contact form where you can submit a question and receive a response by email, though this usually takes several business days.
Getting help if you cannot reach DUA
If you have been trying to reach DUA and cannot get through, or if you filed a claim weeks ago and have not heard back, contact your state representative or state senator. Their constituent services office can often reach DUA faster than you can and can push your case forward. You can find your representative's contact information at mass.gov.
You can also file a complaint with the Massachusetts Attorney General's Consumer Complaint Program if you believe DUA has treated you unfairly or failed to process your claim. This does not speed up your claim, but it creates a record and may prompt an investigation if many people file similar complaints.
Frequently Asked Questions
Can I file for unemployment online instead of going to an office?
Yes. Most people file online through MassLive at mass.gov/dua. You can file, check your status, and upload documents from home. Filing online is faster than visiting an office or calling, and you get a confirmation number right away.
What is the phone number for DUA and what are the hours?
The main DUA phone line is 877-626-6800. It is open Monday through Friday during business hours. Call early in the morning or late afternoon for shorter wait times. The line is closed on state holidays.
Do I need an appointment to visit a DUA office?
Most offices now operate by appointment only. Call 877-626-6800 to schedule one, or check mass.gov/dua to see whether online scheduling is available. Call ahead before visiting any office to confirm whether walk-in service is available that day.
Which office should I visit if I live outside Boston?
Call 877-626-6800 and tell the representative where you live. They will tell you which regional center serves your area and whether it is open that day. You can also try calling or filing online instead of visiting in person, which is often faster.
What if I have been waiting weeks for a decision on my claim?
Call 877-626-6800 and ask for a status update. If you cannot reach anyone, contact your state representative's office — they can often reach DUA faster. You can also file a complaint with the Massachusetts Attorney General if you believe your claim has been mishandled.