Unemployment Insurance Local Office Manager

The Division of Unemployment Insurance seeks a dynamic leader with a proven record of delivering excellent operational performance and continuous improvement. Reporting to the UI Administrator, this position will provide vision and leadership for claims related processes including customer service (phone, email, chat), claims processing, and adjudication. The selected candidate we seek will direct the ongoing operations with a focus on transforming and continuously improving the team’s customer engagement, business processes, and operational performance.

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.

JOB REQUIREMENTS for Unemployment Insurance Local Office Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. 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.
2. Six months experience in developing policies or procedures.
3. Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
4. Six months experience in narrative report writing.
5. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others. 
6. 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.

The State of Delaware recognizes the value of telework and flexible working schedules. This position is eligible for Telework and Alternative Work Schedules according to the State of Delaware’s Alternative Work Arrangement Policy. More information will be shared at the time of interview. 

Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.

Criminal background check: A satisfactory criminal background check is required as a condition of hire. The recruiting agency may require the applicant to pay for the criminal background check as part of the conditional offer of hire.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.