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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00107654 |
Description Activated On: 11/14/2025 8:28:19 AM |
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. This position serves as the UC Operations Administrator/Chief of UC Operations which consist of Claimant Services and Employer Services. This is a high-level independent position which reports directly to the Assistant Director of the Office of UC Service Centers. The incumbent in this position is responsible for directing, the analysis, development, and implementation of policies and procedures for UC Operations. This position oversees the daily operation of the UC Operations Section. Assignments are based primarily on daily operational needs and through direct assignments from either the Director or the Assistant Director. Much of the position’s work is guided by Deputate and Bureau performance standards. Work is reviewed based on results of the Section and Bureau. |
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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. Directs a staff of management/administrative/supervisory employees within UC Operations (Claimant and Employer Services) providing specialized UC processing to expedite UC claims and support UCSC field sites and operational support for all of the UC Deputate. Oversees and directs the administration of Operations functions which include the maintenance of wage records for all employees in Pennsylvania to be used in the payment of UC benefits, the adjustment of complex UC claims in the support of UCSC functions, the processing of debits and credits to employer reserve accounts, adjudicating employers’ requests for relief from benefit charges, debiting overpayments of individual accounts, overseeing the IRORA Program as it impacts UC Operations, overseeing the Child Support Program as it impacts UC Operations, and providing written and verbal responses to claimants, employers, UCSC’s, legislators and other related inquiries regarding UC claims and the UC program in Pennsylvania. Manages and oversees the performance of a variety of staff consisting of first and second level managers as well as supervisors, clerical, administrative temporary clerical pool and annuitants. Develops hiring, training and retention strategies and allocates permanent and temporary staff as needed to accomplish section goals and requirements. Ensures technical training programs and operating procedures are current and readily available to new staff. Governs the allocation of physical office space, equipment, furniture and individual staff placement. Directs section quality assurance initiatives. Oversees performance measurement and product and service review processes to ensure high quality, correct prioritization, responsiveness to customers and compliance with Division responsibilities. Directs the development of operational methods and procedures and the assessment of value to products and services. Directs and manages the review and enhancement of operational procedures with regard to planning, designing and implementing processing systems and best practices related to process automation. Coordinates and actively participates in design, training and implementation modernization projects that impact upon the UC Trust Fund, Wage Record administration, Relief From Charge, Overpayment processing and employer information and assistance. Interprets the Unemployment Compensation Law to establish procedures necessary to implement its provisions with respect to UC Operations claims processing. Develops section goals and objectives and analyzes reports to determine progress. Prepares recommendations and justifications for changes in policy and procedures. Ongoing review of policy and procedures to ensure accuracy to include updating materials as necessary and distribution to staff as appropriate. Tracks and reviews statistical information to measure progress of UC Operations monthly, yearly etc. Monitors assignment completions to assure timely completion and submission to requester. Attends meetings at state and/or federal level relative to the administration of the PA Unemployment Compensation Law as it impacts UC Operations. Conducts special projects. Evaluates work performance of staff under immediate direction/supervision and provides additional individual guidance and support, as needed. Defines office practices and policies with staff input. Assist the Assistant Director and or Director as needed. Coordinates, facilitates, disseminates any additional correspondence and or information to the Assistant Director and or Director as deemed necessary. Analyzes/reviews daily, weekly, monthly, quarterly and annually workloads in an effort to detect and or stabilize backlogs. Meet with Union Personnel and Labor Relations on a monthly (or as needed basis) to address and resolve personnel and or labor/union issues. Reviews and makes any necessary changes to the quarterly call down list, Code Red contact list, and OUCSC emergency contact wallet cards for accuracy and preparedness. Responsible for reviewing and updating Continuity of Operations (COOP) information and emergency preparedness information as required and serves as the contact for COOP as it relates to UC Operations. Conducts annual performance evaluations as well as interim and probationary. Provides leadership, guidance, and direction. Performs other related work as required. This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 which requires you to pass an enhanced background check prior to beginning employment and a reinvestigation within five years of the previous background investigation with continued employment. As an employee of a state agency who works with FTI, you are responsible for protecting this critical information. Perform other related duties as assigned. |
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. With considerable independence and latitude, the Chief of Operations/Operations Administrator is ultimately responsible for Claimant and Employer Services and the customer service that it provides as it relates to the day to day operations, timeliness of addressing issues etc. and the professionalism maintained. Works independently to try to motivate supervisory and managerial staff via annual conferences. Serves as the point of contact for the UCSC Administrators as well as well as UC Treasury, Office of Administration, and other local agencies to resolve issues etc. involving Operations. Serves as a point of contact for the Office of Information Technology to resolve technical issues dealing with critical daily functions relating to Operations. Determines the need for and oversees the development and design of ongoing training, standards, etc. Develops initiatives and recommendations for additional staffing, overtime, office equipment, etc. Delegates responsibility for key tasks and functions appropriately and maintains follow-up. Draft, prepare and responds to legislative and Governor’s Office request in a timely manner. |
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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: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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