05/12/2004 22995

DIRECTOR, OFFICE OF UC SERVICE CENTERS, L&I

DEFINITION: This is highly responsible administrative work directing the statewide Unemployment Compensation Program, and developing, implementing, and managing the Unemployment Compensation Service Centers. The employee in this job develops policies and procedures for the administration of the Unemployment Compensation Program, ensures their consistent application throughout the Commonwealth, and manages the Unemployment Compensation Service Center System, which provides comprehensive unemployment compensation services for the Commonwealth of Pennsylvania. Work involves ensuring that integration and linkages exist with CareerLink Offices, and state, Federal, and local social service providers to facilitate the reemployment of claimants and to meet the legal requirements for eligibility of benefits, and promoting outreach to encourage cooperation and acceptance of the Unemployment Compensation Service Center System among employers, unions, other state and Federal government agencies, and the general public. Work also involves planning, implementing, and enhancing an automated system to take and process claims for UC benefits by telephone and the internet through a network of Unemployment Compensation Service Centers. Direct supervision is exercised over Unemployment Compensation Service Center Administrators and a professional, technical, and clerical staff. Work is performed independently and is subject to review by the Deputy Secretary for Unemployment Compensation Programs through reports, conferences, and overall effectiveness of the program.

EXAMPLES OF WORK: Designs, implements, and manages the Unemployment Compensation Service Center System.

Develops policies and procedures for the administration of the Unemployment Compensation Program and ensures their consistent application throughout the Commonwealth.

Promotes outreach to encourage cooperation and acceptance of the Unemployment Compensation Service Center System among employers, unions, other state and Federal government agencies, and the general public.

Directs the participation of the Office of Unemployment Compensation Service Centers as a partner in One-Stop and other Workforce Development initiatives.

Directs and supervises Unemployment Compensation Service Center Administrators and a professional, technical, and clerical staff involved in establishing and implementing the Unemployment Compensation Service Centers.

Establishes goals and objectives for performance of Unemployment Compensation Service Centers, monitors performance factors, identifies problems and deficiencies, and implements corrective action to resolve problems.

Insures adherence to state and federal UC laws and regulations as well as improves statewide performance levels of achievement.

Oversees the identification, acquisition and implementation of new technology to improve call center operations.

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

Performs the full range of supervisory duties.

Performs related duties as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of Federal and state laws and regulations pertaining to unemployment compensation programs.

Knowledge of governmental fiscal management.

Knowledge of the principles and practices of public administration.

Knowledge of principles and practices of employee supervision.

Knowledge of computers, networks, telecommunications and trends, and innovations of modern technology.

Knowledge of technology related to call center and internet functionality.

Ability to establish and maintain effective working relationships with subordinates, other administrative officials, and the general public.

Ability to communicate effectively and express ideas clearly and concisely, orally and in writing.

MINIMUM EXPERIENCE AND TRAINING REQUIREMENTS: Seven years of administrative or staff experience, three of which involved responsibility for a program providing unemployment compensation services within or outside government service, and a bachelor's degree;

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An equivalent combination of experience and training.