State of Maryland

An Unemployment Insurance (UI) Claim Center Associate Supervisor II is the supervisory and administrative level of work in a Claim Center within the Division of Unemployment Insurance that involves directing a unit responsible for the taking and processing of claims, making minor determinations, assisting the UI Claim Center Administrator with administrative support, preparing administrative reports, or performing other functions under the Maryland UI Law.   Employees in this classification supervise lower-level UI Claim Center Associates, UI Aides or general clerical staff.

Employees in this classification receive general supervision from an UI Claim Center Administrator or other designated supervisory personnel.

Positions in this classification are evaluated by using the classification job evaluation methodology.  The use of this method involves comparing assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work Sections of the class specification.

The UI Claim Center Associate Supervisor II is differentiated from the UI Claim Center Associate Supervisor I based on the scope of overall responsibility. The UI Claim Center Associate Supervisor II has supervisory responsibility for lower-level UI Claim Center Associates and UI Aides and assists the UI Claim Center Administrator with administrative support while the UI Claim Center Associate Supervisor I has supervisory responsibility for lower-level UI Claim Center Associates and UI Aides.

Supervises and coordinates the effort of a unit comprised of lower-level UI Claim Center Associates responsible for taking and processing claims in accordance with established guidelines;

Prepares and analyzes administrative reports (Claims Established, Verify Alien Permit Report, New Claims with MD Wages under Another Name Check, Internet Monetarily Ineligible Report, Error Rate Report, etc.) for use by management and recommends a corrective action plan to improve the performance and quality of the program;

Plans, coordinates, supervises and evaluates the work of a unit composed of lower-level UI Claim Center Associates in cooperation with a UI Claim Center Administrator or UI Claim Center Director to achieve maximum workforce utilization and ensure that claims for unemployment insurance benefits are processed promptly;

Schedules staff assignments based on office claim load, economic conditions and overall numbers of available staff;

Prepares regular reports for the UI Claim Center Administrator or UI Claim Center Director to indicate the workload and to support adjustments in staffing;

Maintains files related to individual unemployment insurance cases according to established standards and procedures;

Reviews unemployment insurance claims for accuracy, completeness and conformance with federal and State unemployment insurance law, rules, regulations and standards;

Leads an unemployment insurance job service team in the event of a bulk claims situation at a business site to assist in processing claims related to mass layoffs or holiday plant closings;

Answers inquiries regarding the status of claims and employer benefit charges;

Processes daily error listings by having staff correct all errors;

Monitors service to the public to ensure adequate service is provided and when necessary, shifting staff within the unit to meet customer needs;

Investigates operational problems and proposes solutions to the UI Claim Center Administrator;

Monitors corrective action plans to ensure compliance with the terms of the plan;

Compiles and maintains legible, accurate records documenting the progress of individual staff and conducts and completes the evaluation of an assigned unit of lower-level UI Claim Center Associates, utilizing the Performance Planning and Evaluation Program (PEP) process;

Trains newly assigned employees in departmental policies, procedures and programs;

Coaches unit employees who may be having difficulty understanding complex procedures to ensure a satisfactory level of efficiency;

Initiates progressive disciplinary actions subject to the review of the UI Claim Center Administrator and the UI Claim Center Director, when necessary;

Recommends personnel actions to the UI Claim Center Administrator or UI Claim Center Director regarding issues that involve individual staff, such as promotions, probation or disciplinary matters;

Approves and denies leave requests from subordinate staff depending dependent upon workload constraints and according to established policy;

Attends training and provides staff with appropriate training and operational manuals to comply with current policies, procedures and rules of law and instructs staff in the implementation and use of agency systems;

Reads materials, attends meetings and trainings to enable the employees to abide by and ensure compliance with laws, rules, regulations, procedures, policies and ethical responsibilities promulgated by the agency;

May manage the Eligibility Review Program, Interstate Claims and Intra-State claims for unemployment insurance benefits;

May perform bilingual services; May provide technical assistance to the PC Support Unit (Information Technology) and the Unemployment Training Coordinator;

Performs other related duties.

Knowledge of the Annotated Unemployment Insurance Law of Maryland, Title 8 and the Code of Maryland Regulations (COMAR), Title 9, Subtitle 32;

Knowledge of the provisions of federal and State laws, rules and regulations pertaining to Unemployment Insurance;

Knowledge of legal procedures and methods as they apply to the determination of Unemployment Insurance benefits;

Knowledge of the information contained in policies, procedures, directives and instructions pertaining to specific areas of claims taking;

Knowledge of interviewing techniques and practices;

Knowledge of supervisory practices and techniques;

Knowledge of principles and practices of public personnel administration;

Skill in interviewing applicants to obtain the information necessary to comply with the mandates of the unemployment insurance program;

Skill in entering and maintaining applicant data and information into automated systems such as the Maryland Automated Benefits Systems (MABS);

Skill in the use of standard office equipment, such as personal computer, printers, photocopier, fax machine, calculator, Global Navigator (GNAV) and Automated Call Distribution (ACD) telephone;

Ability to analyze and appraise facts, evidence and precedents;

Ability to draw valid conclusions from documentary evidence;

Ability to select, train and develop lower-level UI Claim Center Associates, UI Aides and clerical staff;

Ability to present ideas effectively;

Ability to coordinate the work of the unit with other units in the office and other units in the department;

Ability to use tact and discretion when communicating, verbally and in writing, with internal and external customers;

Ability to establish and maintain effective working relationships with Unemployment Insurance Claim Center Administrators, Directors, co-workers, the general public, applicants and employers.

Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience supervising staff responsible for taking and processing unemployment insurance claims or one year of experience supervising staff responsible for gathering information used to render determinations related to unemployment insurance contributions.

Notes:

1. Candidates may substitute four years of general clerical experience on a year-for-year basis for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Human Resources Management classifications or Human Resources Management specialty codes in the unemployment insurance claims or contributions field of work on a year-for-year basis for the required experience.

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

This is a Skilled Service classification in the State Personnel Management System.  All positions in this classification are Skilled Service positions.  Some positions in Skilled Service classifications may be designated Special Appointment in accordance with the State Personnel and Pensions Article, Section 6-405, Annotated Code of Maryland.

This classification is not assigned to a bargaining unit, as indicated by the designation of S (Supervisor), M (Manager), T (Agency Head), U (Board or Commission Member), W (Student), X (Used by Agency or Excluded by Executive Order), or Z (Confidential).  As provided by State Personnel and Pensions Article, Section 3-102 Annotated Code of Maryland, special appointment, temporary, contractual, supervisory, managerial and confidential employees are excluded from collective bargaining.  Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.