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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00279758 |
Description Activated On: 2/27/2026 9:26:24 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. Provides supervision and office support within the Customer Service Division to ensure its operations are conducted efficiently and effectively. |
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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. Duties of the position involve planning and supervising taking and processing of claims for unemployment compensation benefits in an automated call center. Supervises a staff engaged in taking initial and continued claims for unemployment benefits by telephone; assigns staff to appropriate call groups and reviews workload and operating procedures for effective operation recommending changes as necessary; supervises a staff engaged in making eligibility determinations for unemployment benefits, making adjustments in cases of overpayment of benefits and processing appeals in disputed claims. Conducts staff meetings, and interprets, and reviews new or revised policies and procedures; provides assistance to staff on difficult or unusual cases; evaluates staff performance and identifies areas of deficiencies and problems; determines training needs and consults with managers to provide necessary training. Reviews work in progress for completeness, accuracy, and timeliness and upon completion to ensure a high quality of work and returns work to staff for corrections. As a production supervisor evaluates the quality and quantity of work produced by the units, utilizing standard evaluation forms to maintain a high degree of customer satisfaction. Handles complaints and comments concerning services provided by the office and ensures they are responded to. Supervises daily operations at a UC Service Center, prepares standards for staff and prepares performance evaluations reports, approves or disapproves leave, responds to employee complaints or grievances, prepares recommendations for personnel actions as the hiring of staff or promotions, maintains discipline, prepares recommendations for disciplinary actions and performs other supervisory functions. Provides on the job training for staff in cases of new or revised procedures or, for new staff members. Participates in the preparation of training materials and in the conduct of training. Supervises the establishment and maintenance of files, ensures files are purged according to guidelines and that files are secure. Prepares reports of claimant activity such as the volume of claims, timeliness of payment of benefits, recoupment of overpayments of benefits and other matters for the Administrator and managers. Attends meetings, conferences, and seminars on subjects pertaining to the Unemployment Compensation Program. In the absence of the manager attends meetings and conferences as a representative of the Service Center. 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. Performs 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. Prepares performance evaluations of subordinates for signature by reviewing officer. Determines need for additional or refresher training of staff. Makes recommendations to management for the assignment of new or additional duties. Responds to escalated claimant/employer/employee inquiries, and resolves issue(s) either orally or in writing. |
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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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