Connecticut StateDepartment of Administrative Services

Employment Security Intermittent Interviewer

Virtual Call Center

Recruitment #200528-5021SH-001

Introduction

The State of Connecticut, Department 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 is establishing sixty (60) Employment Security Intermittent Interviewer (ESII) positions to staff its new Virtual Call Center. These ESII positions are in addition to the previous 60 ESIIs established to assist the unemployment application process. The recently established Employment Security Intermittent Interviewer positions required to staff the Virtual Call Center are anticipated to work through December 31, 2020. These new positions will be providing much-needed assistance and support to Connecticut’s unemployed, allowing them to persevere through this crisis until they are able to return to work.  

 

Selected candidates for the Virtual Call Center will have an anticipated start date of June 19, 2020. These candidates must be able and available to start on that date.  Candidates must be able to commit to be able to work through December 31, 2020. However, please be advised that due to agency operational needs that number of hours may be reduced during the assignment or the assignment may be terminated prior to December 31, 2020.

 

Individuals who previously applied to the ESII opportunities need not reapply as their candidacy will also be extended to these ESII opportunities.

 

These are first shift positions, Monday – Friday, working forty (40) hours per week. 

 

It is expected that for the duration of the assignment that the selected candidates will be teleworking. As such, you would need an area in your home that is free from distraction while you are working. Please be advised, while it is currently expected that the individuals would be able to telework during the entire duration of the assignment, should there be any changes in teleworking rules and requirements, the selected candidates at some point may have to work part-time or full-time in an agency office.     

 

Candidates selected for this position will receive an approximate three (3) week training.  

 

Selected candidates will be provided a laptop and necessary computer equipment; however, you will need to provide a wireless signal at your home to be able to participate in this training.  Selected candidates will additionally be given technology that will enable them to make and receive phone calls through their laptop.   You will not receive any compensation for the use of your wireless signal, or any other equipment or materials that you use while teleworking.  

 

Note: The 1st of the month following completion of sixty (60) days of employment, but no later than ninety (90) days, employees in this classification will become eligible for health insurance.  Employees in this classification are paid for any observed state holiday that fall on a day that they have been scheduled to work. After completing 1,044 hours of employment, employees in this classification will be eligible to use vacation and sick leave accrued from their date of hire.   

 

Questions about these positions should be directed to the hiring agency's human resources office: DOL.HR@ct.gov.  

 

Selection Plan

These positions are non-competitive. Open to the public.

These are durational positions, scheduled for immediate hire with an anticipated end date of December 31, 2020. 

Spanish speaking capability is preferred for selected positions.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In the Labor Department, Employment Security Division this class is accountable for interviewing claimants for Unemployment Compensation benefits and assisting in the determination of eligibility for benefits on an intermittent basis reflecting agency need.

EXAMPLES OF DUTIES

Takes and reviews claims for benefits under regular, special, and extended programs; authorizes payments or in questionable cases recommends investigation; re-interviews claimants periodically to determine continued eligibility; contacts employers to elicit information necessary for payment of claims; answers inquiries concerning Unemployment Compensation; may perform technical work related to specialized aspects of Unemployment Compensation Program; performs other duties as assigned.

KNOWLEDGE, SKILL AND ABILITY

Knowledge of principles and techniques of interviewing; interpersonal skills; oral communications skills; skill in arithmetical computations; ability to interpret Unemployment Compensation laws and regulations; familiarity with occupational problems and practices.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Graduation from high school and two (2) years of employment in responsible clerical or public contact work, human resources development or community action programs.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience.

PREFERRED QUALIFICATIONS

Candidates who are bi-lingual, being fluent in English and one other language, with the greatest need being for English/Spanish.

 

Candidates who have experience working in a call center environment.

 

Candidates who have prior experience working with software programs.

 

Candidates who are able to work independently and be able to interact daily with a large volume of clients.

SPECIAL REQUIREMENTS

Incumbents in this class may be required to travel.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

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.