A class incumbent is responsible for directing the daily operation of an Unemployment Insurance Local Office to ensure that applicable objectives and time standards are met.
Manages 5-20+ employees.
Oversees $6-22.5 million in benefit payments.
Directs the processing of 5000-16,000 claims annually.
Nature and Scope
A class incumbent performs with direction from an administrative superior and is involved in coordinating, planning, organizing and directing of local office operations to provide benefit claims and payment services to unemployed individuals and the employer community. Work includes directing, assigning, training and evaluating staff involved in claims taking, processing and adjudication activities. The incumbent participates in ensuring the efficient and effective servicing of unemployment insurance claimants. Other positions reporting in at this level include Unemployment Insurance Interstate Claims Office Supervisor, and the Unemployment Insurance Benefits Supervisor.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Plans, coordinates, and directs the delivery of a variety of unemployment programs to claimants and employers to ensure consistent, equitable and timely processing of benefits.
Directs the daily operation of unemployment programs within a local office environment to meet normal operating demands and/or special claimant/employer demands.
Plans, assigns, reviews and evaluates the staff providing unemployment insurance services to claimants and employers.
Participates with UI Administrators and/or Division Director in the development of program plans, policies, and procedures and other issues affecting the delivery of Unemployment Insurance services.
Maintains effective working relationships with claimants and employers to insure that Unemployment Insurance programs are meeting their needs; handles difficult situations/serious complaints.
Prepares and analyzes a variety of weekly, monthly, quarterly, and other periodic reports on workload activity, staff performance, and local office operations.
May back up local office staff in peak periods or absenteeism.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of Federal and State laws and regulations pertaining to a variety of Unemployment Insurance programs.
Knowledge of the functions and operations within an Unemployment Insurance local office.
Knowledge of the principles and practices of supervision.
Skill in communicating effectively both orally and in writing.
Skill in supervision: planning, organizing and evaluating.
Ability to apply and explain Federal and State laws, rules, and regulations pertaining to Unemployment Insurance programs.
Ability to analyze data and make sound recommendations.
Ability to evaluate program operations, recommend revisions, and implement corrective action.
Ability to establish and maintain effective working relationships.
Ability to handle difficult and/or sensitive situations.
JOB REQUIREMENTS for Unemployment Insurance Local Office Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in health or human services work such as applying theories, principles, laws and practices of health or human services programs and services that assist with and improve life for individuals, families, or communities such as financial support, employment, unemployment, housing, health care, disease prevention, substance abuse, child protective services, physical/mental health treatment and prevention or rehabilitation.
Six months experience in developing policies or procedures.
Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
Six months experience in narrative report writing.
Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.
Knowledge of health or human services program administration such as overseeing and directing the development, implementation and evaluation of health or human services programs and services; planning and establishing short and long range program goals and objectives. Providing advice to other agency organizational units through consultation.