This position is in office with hybrid work available after the probationary period.

Join the Department of Labor, where your passion for public service can make a positive impact. As part of our team, you will interact with diverse populations and break down eligibility barriers to allow greater access to Unemployment Benefits.

As an Unemployment Compensation (UC) Eligibility Agent, you will support the public with their unemployment claims. Responsibilities include obtaining and verifying information, determining the applicant's initial and continuing eligibility for program benefits, identifying and resolving claim matters, and verifying the correctness of previous monetary determination decisions. Work is performed under general supervision.

PRIMARY TASKS:

• Interviews applicants to determine initial and on-going eligibility for program benefits.

• Evaluates information and applies allowable standards and criteria to accurately establish program eligibility and determine benefits.

• Explains program eligibility requirements, rules and regulations, and individual rights and responsibilities to advise clients.

• Detects and resolves discrepancies in information provided to ensure accuracy and completeness.

• Refers clients to various programs to include making referrals to increase claimant marketability to assist applicants in obtaining needed and appropriate services.

• Develops reports, testifies, and represents Department at hearings to support the State's case.

• Researches and identifies possible benefit overpayments, assesses causes, and determines the potential for misrepresentation to make referrals and/or to identify scope of non-fraudulent overpayments.

• Examines and evaluates primary and collateral information contained in case records to determine ongoing accuracy and address deficiencies.

KNOWLEDGES AND SKILLS REQUIRED:

Knowledge of:

• Applicable agency laws, rules, policies, procedures, terminology, core operations, and eligibility requirements for unemployment benefit programs.

• Verbal and nonverbal communication and behavior.

• Interviewing methods and techniques.

• Standard computer desktop programs.

• Federal, state, and local programs and services available for client groups.

• Hearings procedures.

Ability to:

• Communicate effectively.

• Write clearly and effectively.

• Work independently.

• Organize and prioritize work effectively.

• Read and implement policies, guidelines, complex forms, and documents.

• Organize your own thinking and respond calmly to de-escalate various situations and deal effectively with people of various social and economic backgrounds.

• Evaluate the client's situation and offer advice on solving immediate problems.

• Maintain accurate, complete, and well-documented case records.

• Respond effectively to adverse situations.

• Gather and analyze information and make sound recommendations.

• Prepare and present case facts, evidence, and testimony.

MINIMUM QUALIFICATIONS:

A four (4) year combination of education, training, and/or progressively responsible experience that demonstrates competency in applying a solid knowledge of the principles and practices of quality customer service and complex work in assisting the public with applications, program benefits, or employment services that have an eligibility or compliance component, interviewing and data gathering skills as needed to form basis for judgments in eligibility determinations, claims resolutions, and/or customer service requests – OR – a Bachelors Degree in Social Services, Business Administration, or other related field.