Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00023563	Description Activated On: 3/17/2026 2:52:37 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

Manages the Information and Employer Information Services Helpline Section of the Bureau of Workers’ Compensation to ensure its customer service goals are met efficiently and effectively.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

This employee serves as the Manager of the Information and Employer Information Services Helpline under the supervision of the Administrative Officer 2 for the Bureau of Workers' Compensation, Administrative Support Division.

Manages the overall operation of the Information and Employers Services Helpline. Establishes performance measures and monitor operations. Reviews, and approves for implementation, policy and procedural changes to improve customer service and Helpline efficiency. Identifies and recommends WCAIS process and procedure changes, and tests system changes through the User Acceptance Testing (UAT) process. Identifies and makes determinations concerning priority of WCAIS defects and enhancements relating to the helpline business process. Maintains oversight responsibility for WCAIS data quality efforts performed by helpline staff.

Supervises six Administrative Assistants engaged in handling workers’ compensation disputes, inquiries and calls related to the Workers’ Compensation Automation and Integration System, WCAIS, via the Bureau’s toll-free telephone service. Responsible for coordinating all Bureau responses to internet and e-mail questions, i.e., claim status, appeal process, WCAIS registration inquiries, and workers’ compensation community recommendations for improvement to the new WCAIS computer system.

Solely responsible for independently managing and providing security rights to worker’s compensation staff within the DLI Management System and WCAIS. Reviews and makes determinations concerning WCAIS roles and system security impacts of assigned roles. Makes recommendations concerning results of reviews that could have negative security impact upon the WCAIS system. Must create profiles for employees in the DLI Management System and assign a role(s) based on the type of security level needed by employees to access and perform their duties. After profiles and roles are assigned using the DLI Management System, this position is then responsible for assigning and placing employees in the proper electronic task(s) group within WCAIS. This must be done for employees to receive electronic work assignments (tasks) within the WCAIS system.

Manage the overall operation of processing and approving and/or rejecting registrations of external customers to use the Workers' Compensation Automation and Integration System (WCAIS) computer system and also handle inquiries regarding the new WCAIS system, including: walking callers through log-in, helping to register users, identifying and reporting technical problems to the appropriate staff, and explain dashboard functions and menus, and other screens and processes within the WCAIS system.

Independently identifies, and makes recommendations to correct, possible breeches/issues with security within the WCAIS system and notifies Helpline staff, the Bureau Director, Administrative Division Chief and IT Managers of such. i.e. external customer notifying the Helpline that they have access to claims where they are not an interested party, individual claim representatives showing up on their dashboards as one of their employees and the claim representative does not or never has worked for their company, therefore these individuals may have access to that insurance carriers claims, etc.

Acts as Bureau spokesperson providing information about the Pennsylvania workers’ compensation law and Bureau of Workers’ Compensation policy and practices to commonwealth agencies, other governmental entities, professional organizations, and concerned individuals. Acts as a liaison with members of the regulated community and the general public for the purpose of informing them of their rights and responsibilities under the Pennsylvania workers’ compensation and occupational disease laws.

Takes toll-free and local calls from injured workers, employees, employers, carriers, attorneys, doctors, legislators or anyone involved in a workers’ compensation occupational injury or disease matter in Pennsylvania and provides information and/or assistance in solving problems relating, but not limited to, claim status, appeal procedures, WCAIS registration and processes. Independently contacts insurance carriers, doctors, and other involved persons or organizations in an effort to resolve issues without the need for litigation. Encourages discussion between those involved so that informal communications can be used to answer questions that could otherwise lead to disputes.

Develops and disseminates proposals and recommendations to address and resolve concerns and issues related to workers’ compensation law. This position researches the Workers’ Compensation Act, court cases, and published articles on workers’ compensation to accurately address inquiries from all areas of the workers’ compensation community on a daily basis. This research is also used by bureau staff in various ways such as responding to surveys from national organization on issues and problems facing the Pennsylvania’s workers’ compensation system; informing staff of company and insurance carrier bankruptcies including impacts on current and future claims; or as part of a process improvement initiative.

Drawing on information derived from daily contact with all members of the workers’ compensation community, this position is responsible for researching, analyzing, and formally reporting on potential implications that could affect aspects of the workers’ compensation laws, rules, and regulations; to include issues with bureau forms, procedures and bureau operations. These formal written reports or proposals for change are submitted to the Administrative Division Chief and/or Bureau Director for consideration and/or provide valuable information for possible action.

Notifies the Bureau Director, supervisor and the Administrative Division Chief of crisis cases or general trends in the phone calls received. Makes recommendations to address these cases and/or trends; works with appropriate Bureau, WC Office of Adjudication and WC Appeal Board to resolve these issues, as appropriate.

Prepares written correspondence on behalf of the Bureau Director, Assistant Bureau Director, and Director of Legislative Affairs in response to workers’ compensation inquiries from the workers’ compensation community.

Researches inquiries regarding workers’ compensation coverage requirements using Available data interfaces including Lexis Nexis, CLEAR, WCAIS, UC and the Pennsylvania Compensation Rating Bureau’s electronic database and provides the findings of that research, both verbally and in writing, to both internal Bureau staff and also the external community.

Provides monthly statistical report to the Administrative Division Chief. Reviews data, conducts trend analyses, and develops written formal recommendations based upon findings for changes to procedures, forms and bureau operations.

Manages the Language Line phone system for use in translating calls from non-English speaking members of the workers’ compensation community. Submits purchase order to procure this service. Tracks and reports the number of calls to Language Line, types of language requested, number of minutes and cost of providing this service, to the Administrative Division Chief.

Prepares performance evaluations, approves leave, and conducts first level disciplinary actions when required.

Conducts individual and/or group training of internal and external stakeholders including new employees, utilizing methodology such as telephone, technical resources and in person.

Performs other related duties as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

1. Approve leave.
2. Prepare employee performance reviews.
3. Oversee and edit e-mail responses to inquiries.
4. Respond to problem inquiries.
5. Provide security rights to worker’s compensation staff. Must create a profile for the employee in the DLI Management System and then assign a role/roles based on the type of security level needed by the employee. These roles provide the employees with the security level and access to perform their duties. After profiles and roles are assigned using the DLI Management System, the employee must be assigned and placed in the proper tasks group within WCAIS.
8. Independently identifies possible breeches/issues with security within the WCAIS system and notifies Helpline staff, the Bureau Director, Administrative Division Chief and IT Managers of such.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Manages Helpline office.
2.	Supervises 6 Administrative Assistants.
3.	Demonstrates customer service skills.
4.	Assigns WCAIS Roles to L&I staff based upon rights and responsibility levels.
5.	Enters WCAIS defects and performs system testing for WCAIS defects.
6.	Performs functions within WCAIS Customer Service tool.
7.	Demonstrates knowledge of the principles and practices of public administration.
8.	Demonstrates understanding of bureau policies and procedures and workers' compensation law, rules and regulations.
9.	Identifies and reports on workers' compensation trends, including WCAIS related issues.
10.	Develops spreadsheets.