A class incumbent directs and coordinates the staff of the Interstate Liable Claims Unit which is responsible for determining the eligibility of claims, processing claims, and paying unemployment benefits to out-of-state residents who were employed in Delaware. The incumbent also issues non-monetary eligibility determinations in the more complex cases.
Supervise 5-6 employees.
Nature and Scope
A class incumbent performs with direction from an administrative superior. Other positions reporting in at this level include the Unemployment Insurance Local Office Managers, and the Unemployment Insurance Benefits Supervisor. The incumbent has frequent contact with claimants and employers to obtain or verify information and to answer difficult questions. This unit normally has no in-person contact with the public; work is handled by telephone, conventional mail or through the electronic mail system. The incumbent also has contact with comparable units in other states to resolve problems, advise of changes in Delaware Unemployment Benefit Law and to be updated on changes in their state regulations. A significant aspect of this position is to be both a program supervisor and a program technician.
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.
Direct and coordinate activities of the staff responsible for timely processing of claims and payment of unemployment benefits under the Interstate Benefit Plan; plan, assign and review work; evaluate employees.
Determine the non-monetary eligibility of claims in the more complex/complicated cases; supervise staff in processing complex cases.
Supervise a Claims Deputy in determining the eligibility of claims in less clearly defined cases.
Train employees in proper work methods, notify them of changes in unemployment compensation laws, guidelines, and office procedures.
Act as Delaware's Interstate Coordinator for problems that originate in either the agent or liable state; work with other state Interstate Coordinators to obtain information related to the claim and provide resolution; advise all liable states of changes in Delaware Unemployment compensation laws, policies and procedures; advise local unemployment offices of all agent state changes; attend applicable meetings and conferences.
Respond to policy and procedural questions by telephone or through the electronic mail system for out-of-state claimants, employers, and local offices to ensure that information is consistent with division practices.
Explain the appeals process in the more complex cases for claimants and employers to ensure that they are aware of their rights.
Investigate fraudulent claims and overpayments; make initial arrangements to recover overpayments from claimants.
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 State and Federal unemployment benefit laws, regulations and procedures, specifically the Interstate Benefit Plan.
Knowledge of division policies, practices and procedures.
Skill in interviewing to elicit sensitive information.
Skill in supervision; planning, organizing, problem solving.
Skill in effective oral and written communication.
Skill in tact and diplomacy.
Skill in analyzing data to make sound recommendations.
Ability to interpret laws and regulations.
Ability to perform basic mathematical calculation.
Ability to use electronic mail system.
Ability to perform data entry and retrieval.
JOB REQUIREMENTS for Unemployment Insurance Interstate Liable Claims Office Supervisor Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in conducting investigations which includes conducting interviews to obtain confidential information, gathering evidence and documenting findings.
Six months experience in analyzing and evaluating data.
Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
Six months experience in narrative report writing.
Knowledge of staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.