01/11/2010 22986

UNEMPLOYMENT COMPENSATION SERVICE CENTER OPERATIONS MANAGER 2

DEFINITION: This is managerial work in directing program operations within a large Unemployment Compensation Service Center.

An employee in this job is responsible for planning, organizing, and directing program operations within a large Unemployment Compensation Service Center with a complement of 75 or more permanent positions that telephonically provides Unemployment Compensation claims and benefits services. Work involves directing daily operations, through one or more subordinate Unemployment Compensation Service Center Operations Managers 1, within an automated call center, providing direction to subordinate managers and staff, ensuring effective use and optimum performance of automated claims taking and processing technology, monitoring and evaluating claims and adjudication activities, and developing and implementing processes and procedures to ensure the most efficient and effective delivery of Unemployment Compensation services. A significant aspect of this work involves interpreting program guidelines and requirements; analyzing performance indicators; implementing corrective measures as necessary to maintain acceptable levels of quality performance and customer satisfaction; and developing, coordinating and testing new approaches to Unemployment Compensation services delivery. Work is distinguished from the lower level job in this series by responsibility for the supervision of one or more Unemployment Compensation Service Center Operations Managers 1 and completion of various studies and projects designed to detect strengths or deficiencies in the claims taking and adjudication processes to provide the site administrator, executive staff, and managerial staff in the Office of Unemployment Compensation Benefits with data necessary for planning and executing the delivery of Unemployment Compensation services and programs. Supervision is exercised over Unemployment Compensation Service Center Operations Managers 1 and other supervisory staff. Work is performed independently under the general direction of the Unemployment Compensation Service Center Administrator 2 and is reviewed through conferences, reports, observations and overall effectiveness of programs.

EXAMPLES OF WORK: Directs staff, through subordinate Unemployment Compensation Service Center Operations Managers 1, in the taking and processing of initial and continued claims for Unemployment Compensation benefits, reviewing and rendering monetary and non-monetary eligibility determinations, making overpayment adjustments, processing appeals in disputed claims, and detecting and preventing fraud.

Develops operational guidelines and procedures to provide subordinate staff with guidance and direction in claims taking and adjudication practices necessary to achieve customer satisfaction and compliance with state and federal requirements.

Directs and coordinates the review, evaluation and analysis of new, expanded or planned Unemployment Compensation programs and recommends and installs guidelines and procedures to effectively implement new and expanded programs or increase existing program delivery performance.

Conducts and completes studies and projects to detect strengths or deficiencies in the claims taking and adjudication processes.

Evaluates the results of studies and projects and prepares reports including recommended courses of action to provide the site administrator and executive staff with data to plan and execute service delivery and programs in an Unemployment Compensation Service Center.

Analyzes work requirements, equipment needs and coordinates the acquisition of computer equipment and devices for operation of an automated call center.

Directs subordinates in managing a call distribution system and implementing changes in call patterns as required to maintain and enhance system efficiency.

Directs the monitoring of Unemployment Compensation claims activities to ensure timeliness of taking, processing and paying claims according to federal guidelines.

Directs the analysis of operational procedures to identify problems and develop and implement improvements as necessary to ensure efficient and effective delivery of Unemployment Compensation services.

Provides technical assistance to subordinate managers and staff by interpreting policies, procedures and regulations.

Directs the preparation of staffing plans to determine staff training and development needs.

Directs the development, coordination, and testing of new approaches to delivering Unemployment Compensation services in an Unemployment Compensation Service Center.

Prepares various reports on the activities of an Unemployment Compensation Service Center, such as the volume and types of claims and timeliness of processing and paying claims.

Serves on committees and work groups to enhance the taking and processing of benefit claims.

Maintains effective personal relationships with administrators, managers, employers, employee unions and the general public to promote the interests of the Unemployment Compensation Service Center.

Performs the full range of supervisory duties.

An employee in this job may participate in the performance of subordinates' work consistent with operational or organizational requirements.

Performs related duties as required.

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES: Knowledge of federal laws and regulations pertaining to Unemployment Compensation programs.

Knowledge of the principles and practices of public administration.

Knowledge of the principles and practices of employee supervision.

Ability to interpret and apply policies, procedures, regulations, and laws.

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: One year as an Unemployment Compensation Service Center Manager 1;

                                                                                                                                                                                                          or

Two years as an Unemployment Compensation Claims Supervisor;

                                                                                                                                                                                                          or

Three years of professional experience in the interpretation and application of the benefit paying provisions of Unemployment Compensation Laws that included or was supplemented by two years of supervisory experience.