Labor Department Community Services Representative


Recruitment #240325-5246SH-001


The State of Connecticut, Department of Labor (DOL), is currently recruiting five (5) Labor Department Community Services Representative positions located in Wethersfield, CT.

Position Highlights:
  • Full-time, 40 hours per week
  • First (1st) shift
  • 8:00 a.m. - 4:30 p.m.
  • Monday - Friday
  • Wethersfield, CT
The Position:
  • Provides technical assistance and consultation re: Claim Intake, Weekly Certification and troubleshooting of accounts. 
  • Intake of New Claim, Weekly Certification and unlocking of user accounts. 
  • Vast Knowledge of Unemployment Compensations laws and procedures. 
  • Obtain and verify data; apply federal and/or state laws and guidelines. 
  • Perform basic technical tasks within Consumer Contact Center; investigate issues and makes initial decisions.
  • Correspond with claimants on a variety of matters related to Unemployment Compensation claims; provide technical support in pertinent areas; create, update, and maintain claim management files in Salesforce Lightning.  
  • Incumbents may be required to travel to the Department of Labor’s Wethersfield location for operational needs and training.
What’s In It For You:
  • To work for a Forbes top company: ‘ForbesState of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule;
  • A Platinum Healthcare Plan, the nation’s best for state employees and dependents, according to a report by Georgetown’s Center on Health Insurance Reform and article by Ellen Andrews, Ph.D., along with comprehensive benefit offerings
  • Extensive pension plan and supplemental retirement offerings.
  • Paid time off - including 13 paid holidays per calendar year.
  • Professional growth and paid professional development opportunities.
  • A healthy work-life balance to all employees.
  • State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loan forgiveness after 10 years of service. Click here for more information.
We hope you take this opportunity to continue your career and make an impaCT!

Selection Plan

In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.  You must specify your qualifications on your application. 

For Assistance in Applying:

Please read or watch our Applicant Tips on How to Apply!

Application Process:

This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules.

For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process.

In order to be considered for this job opening, you must meet the minimum qualifications as listed on the job opening. You must specify your qualifications on your application. The minimum experience and training requirements must be met by the close date, unless otherwise specified.

The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.

All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to

Please ensure that your application is complete. You will be unable to make revisions once you officially submit your application to the state of Connecticut.

Selection Process:

This posting may require completion of additional referral questions (RQs) which will be sent to you via email after the closing date. The email notification will include an expiration date by which you must submit (Finish) your responses. Please regularly check your email for notifications. Please check your SPAM and/or Junk folders, as emails could end up there in error.

During the recruitment process, applicants may be required to submit additional documentation supporting their qualification(s) for this position. These documents may include performance reviews, supervisory references, college transcripts, licensure, etc. at the discretion of the agency.

Read through this helpful link to prepare for your interview.

Contact Information:

Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process.

Should you have any questions pertaining to this recruitment, please contact Christopher Lavallee at


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


  • Performs basic technical tasks within operational support functional areas of claims examination, benefit payment control and merit rating;
  • Reviews employer protest to unemployment insurance benefit charges, researches issues and makes initial charge/non-charge decisions;
  • 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.
  • Serves as a front-line service provider for all services necessary for determination of monetary eligibility for unemployment insurance 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 and 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.


  • Knowledge of
    • job service, unemployment insurance and employment and training laws, regulations, policies and procedures;
    • interviewing techniques and principles;
  • Skills
    • interpersonal skills;
    • oral and written communication skills;
    • analytical skills;
  • Ability to
    • make decisions;
    • establish cooperative relationships with staff, employers, diverse client population and the public;
    • use automated systems;
    • maintain good public relations;
    • understand, apply and explain relevant laws, regulations, policies, programs and procedures;
    • create and maintain case management records.


Five (5) years of technical level experience in counseling, employment placement, veterans employment and training support services, public contact work, human service programs, community action programs, job service, unemployment insurance or employment and training functions.


  • College training may be substituted for the General Experience on the basis of fifteen (15) hours equalling one-half (1/2) year of experience to a maximum four (4) years for a Bachelor's degree.
  • 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.
  • For state employees two (2) years of experience as an Employment Security Intermittent Interviewer may be substituted for the General Experience.
  • Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.


  • Experience with unemployment compensation programs and procedures.
  • Experience with Salesforce Lightning application, case acceptance, case creation and case resolution. 
  • Experience working with Microsoft products including – Word, Outlook, Excel, and Teams
  • Experience with ReEmployCT application, claim intake, troubleshooting claim, weekly claim processing, and unlocking accounts 
  • Bi-lingual; ability to understand, write, and converse with English and Spanish speaking individuals.


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


As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes.  As such, a job class is not meant to be all-inclusive of every task and/or responsibility.