Connecticut StateDepartment of Administrative Services

Labor Department Community Services Representative

Central Office Claims Processing Unit

Recruitment #200326-5246SH-001


The State of ConnecticutDepartment of Labor (DOL) is committed to protecting and promoting the interests of Connecticut workers. In order to accomplish this in an ever-changing environment, we assist workers and employers to become competitive in the global economy.  We take a comprehensive approach to meeting the needs of workers and employers, and the other agencies that serve them.  We ensure the supply of high-quality integrated services that serve the needs of our customers.

DOL has an opportunity for Labor Department Community Services Representative  for the Central Office Claims Processing unit in Wethersfield, CT.  

This is a first shift, 40 hour per week position. Incumbent must be flexible based on agency needs.   

Questions about these positions should be directed to the hiring agency's human resources office:

Selection Plan

This position is competitive.  Open to the public.

You will be unable to make revisions once you officially submit your application to the State of Connecticut.

Candidates who submit an untimely, incomplete or inaccurate application will not be considered for this employment opportunity.


In the Department of Labor this class is accountable for providing client services in the areas of unemployment compensation, assessment of clients needs, placement of workers and employer services; in the Central Office this class is accountable for performing basic technical tasks in the following functional areas: claims examination, benefit payment control and merit rating.


CENTRAL OFFICE: Performs basic technical tasks within operational support functional areas of claims examination, benefit payment control and merit rating; reviews employer protest to Unemployment Compensation benefit charges, researches issues and makes initial charge/non-charge decisions; presents appeals to Appeals Division; audits and recalculates employer tax rates based on protest determinations; participates in compilation and dissemination of quarterly and annual employer accounts statements; conducts fraud audits by reviewing quarterly cross match reports and automated files; obtains information needed to verify overpayments; calculates overpayment(s) amounts including penalties; reviews, analyzes and corrects claims under a variety of special programs including military, federal, out of state or multistate claims and claims involving reduced hours, pensions, child support or shared work; obtains and verifies data; applies federal and/or state laws and guidelines to make monetary determinations and other disposition of claims; reviews and processes special program claim appeals; corresponds with employers, claimants and their representatives on variety of matters; provides technical support to local offices in pertinent areas; creates, updates and maintains case management files; maintains records and prepares reports; may collect overpayments as assigned; performs related duties as required.

JOB CENTER: Serves as a front line service provider for all services necessary for determination of monetary eligibility for Unemployment Compensation benefits; reviews benefit application and secures additional data needed; analyzes work history to determine appropriate benefit program; assesses need for non-monetary hearing based on reason for separation or any barriers to employability; makes appropriate adjustments to system wage file or refers to a field auditor as needed; processes adjustments to claims, investigates and resolves held claims and exceptions; provides information, referral, assessment, eligibility determinations and certification for all Job Service Employment and Training programs; determines barriers to employment; assesses needs and refers client to employment counseling, training, employment planning or other support services; develops job opportunities for clients whose skills do not match current listings; periodically assesses continuing eligibility; assists in developing work search plan; customizes and conducts job search and vocational exploration workshops; works with employers to seek, place and follow up on workers with appropriate skills; provides services, including outreach services, to specialized client groups as assigned; provides and explains information on programs, procedures, policies, laws and regulations to clients, employers and others as appropriate; may assist in training new or lower level staff; performs related duties as required.

This specific position will:

-Process new initial unemployment claims.

-Process additional unemployment claims.

-Process continued unemployment claims.

-Review and process Online Assistance Center requests.

-Perform customer call-backs, answer emails, and respond to complaints.

-Perform live chats.

-Offer Web Help by answering inquiries and directing individuals to the appropriate units.


Knowledge of Job Service, Unemployment Compensation and Employment and Training laws, regulations, policies and procedures; knowledge of interviewing techniques and principles; interpersonal skills; oral and written communication skills; analytical skills; decision making ability; ability to establish cooperative relationships with staff, employers, diverse client population and the public; ability to use automated systems; ability to maintain good public relations; ability to understand, apply and explain relevant laws, regulations, policies, programs and procedures; ability to create and maintain case management records.


Five (5) years of technical level experience performing Job Service, Unemployment Insurance or Employment and Training functions.


1. College training may be substituted for the General Experience on the basis of fifteen (15) hours equaling one-half (1/2) year of experience to a maximum four (4) years for a Bachelor's degree.

2. For State employees, two (2) years of experience as a Social Services Trainee with the target class of Labor Department Community Services Representative may be substituted for the General Experience.


Preference will be given to those who are bi-lingual in Spanish.


1. Incumbents in this class assigned to veterans program positions will be required to meet the qualifications set forth in Title 38, i.e. must be veterans, preferably disabled veterans, or other qualified, eligible persons. Any employee who bumps a Labor Department Community Service Representative in a veterans program position must meet the eligibility requirements under Title 38.

2. Incumbents in this class may be required to speak a foreign language.

3. Incumbents in this class may be required to travel.



The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

The State of Connecticut is an Affirmative Action/Equal Opportunity Employer and strongly encourages the application of women, minorities and persons with disabilities.