JOB TITLE: UNEMPLOYMENT COMPENSATION CLAIMS SUPERVISOR

JOB CODE: 22980

SERIES NATURE OF WORK: The Unemployment Compensation Claims job series describes work in a call center environment processing and determining unemployment compensation eligibility under the Pennsylvania Unemployment Compensation (UC) Law.

DEFINITION: This is supervisory work in processing, investigating, and examining UC benefit claims in an Unemployment Compensation Service Center.

An employee in this class supervises UC claims staff engaged in processing and examining claims. Work involves assigning work to staff; reviewing staff workload and making reassignments to ensure adequate service is provided to claimants; interpreting and communicating policies and procedures; monitoring staff performance for adherence to goals, objectives, and standards; ensuring compliance with federal and state laws; and providing technical guidance to staff on unusual or difficult adjustments, determinations, overpayment cases, and appeal cases. Work also includes reviewing performance data measures, assisting in the review of service quality evaluations, determining training needs, and conducting technical training to orient new employees or enhance the skill proficiency of employees. Work is assigned by an administrative supervisor and reviewed for overall program effectiveness and adherence to established laws, regulations, policies, procedures, and standards.

   DISTINGUISHING CHARACTERISTICS:

     • Work is differentiated from the lower-level job based on the responsibility for supervising Unemployment Compensation Claims Intake Interviewer Trainees, Unemployment Compensation Claims Intake Interviewers, and Unemployment Compensation Claims Examiners.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Evaluates and assesses UC claim processing through observation and reports to determine quality, appropriateness, and effectiveness in meeting claimants’ needs.

• Interprets and communicates laws, policies, and procedures regarding unemployment compensation.

• Reviews incoming call traffic to assist in determining staff assignments and assigns staff to different call groups as necessary.

• Conducts periodic quality assurance monitoring of incoming calls; reviews benefits, timeliness, and quality (BTQ) reports and determination decisions; and takes action to correct deficiencies or errors.

• Addresses problematic calls or customer complaints that cannot be resolved by staff.

• Responds to inquiries and correspondence.

• Coordinates the implementation of new policies and procedures.

• Assists staff in the review and rendering of decisions on difficult determinations and adjustments, and on overpayment or appeal cases.

• Works with managers in the evaluation of service quality.

• Reviews performance data measures and staff performance to determine training needs and provides claims processing training to staff.

• Performs the full range of supervisory duties.

• Employees in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the federal, policies, and procedures applicable to UC programs.

• Knowledge of the functions and operations of a UC Service Center.

• Knowledge of legal precedents pertaining to UC benefit eligibility under various UC programs.

• Knowledge of interviewing techniques required to gather information.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to analyze and interpret written information.

• Ability to analyze and interpret numerical data.

• Ability to perform mathematical calculations.

• Ability to establish and maintain effective working relationships

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• One year of experience as an Unemployment Compensation Claims Examiner (commonwealth title);

or

• Five years of technical Unemployment Compensation claims experience which includes one year of experience in making determinations for monetary and non-monetary unemployment compensation claims;

or

• An equivalent combination of experience and training which includes one year of experience in making determinations for monetary and non-monetary unemployment compensation claims.