STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Labor Department Community Services Representative

Hybrid

Recruitment #240730-5246SH-002

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Introduction



Do you have experience providing outstanding customer relations while dealing with difficult situations? If this sound like you, we invite you to check out this exciting opportunity to join our team!  

At the State of Connecticut, Department of Labor (DOL), we are currently recruiting for one Labor Department Community Services Representative (LD CSR) to join our team in Waterbury, CT. 

What We Can Offer You:
Position Highlights 
  • Full-time, 1st Shift
  • Monday – Friday; 8:00 am – 4:30 pm
  • Hybrid work schedule
The Role:
In your role as a LD CSR this position may require commuting between affiliate offices in Danbury and Torrington. The job duties will entail but are not limited to:
  • Conduct UI Re-Employment Services & Eligibility Assessment Program (RESEA) interviews with claimants 1:1. Review claimant's efforts to find work and advise claimants about the services available in the AJC to assist in their return to the workforce. Identify potential UI eligibility issues. Provide labor market and career information that addresses claimant’s specific needs. Make referrals to supporting agencies for re-employment services and/or training
  • Register/Enroll customers in Wagner-Peyser via the state's workforce development business system, CTHires, and provide job matching assistance. Record activities and messages regarding services provided
  • Provide employment services (both virtually and in-person) to job seekers in the Waterbury American Job Center (AJC)/Northwest region on a rotating basis by providing job search assistance, assisting with the completion of online job applications, critiquing & guidance on résumés and advising on cover letters and thank you letters
  • Facilitate employment readiness workshops to job seekers on topics such as, but not limited to: Fundamentals of Résumé Writing, Interviewing Strategies & Techniques and Successful Job Search Strategies
  • May assist UI customers with filing claims, address changes, weekly claim assistance and provide general UI information/assistance
  • Review the rules of UI eligibility with customers and all the various services and resources available in the Northwest region's Workforce Development system to help customers return to work sooner, before UI benefits exhaust
  • Maintain & record messages, activities & case notes in the UI business system and CTHires
  • Determine eligibility for Dislocated Worker status based on Agency guidelines and certify job seekers as dislocated workers
  • Perform other related duties as required
About Us:
The Department of Labor (DOL) is committed to protecting and promoting the interests of Connecticut workers. In order to accomplish this in an ever-changing environment, we assist workers and employers to become competitive in the global economy.  We take a comprehensive approach to meeting the needs of workers and employers, and the other agencies that serve them.  We ensure the supply of high-quality integrated services that serve the needs of our customers.  

We encourage you to continue your career with us and the rest of the DOL team!

Selection Plan

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. 

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 DAS.SHRM@ct.gov.

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.

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.

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 Ethan Ives at Ethan.Ives@ct.gov.

PURPOSE OF JOB CLASS (NATURE OF WORK)

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.

EXAMPLES OF DUTIES

CENTRAL UNIT:
  • 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.
FIELD UNIT:
  • 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, SKILL AND ABILITY

  • 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.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

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.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

  • 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.

PREFERRED QUALIFICATIONS

  • Experience with reemployment services or benefit eligibility programs
  • Experience working in a high volume production environment while multitasking to complete tasks within specific deadlines
  • Experience recording client information in CTHires or other case management systems
  • Experience using any of the following:
    • Microsoft Word, Outlook, Excel, PowerPoint, or CTHires
  • Experience providing customer service in person and virtually
  • Experience using virtual platforms such as Teams, Zoom, or other similar platforms to deliver services or training
  • Experience in a government regulated environment delivering services while adhering to policies/procedures based on State & Federal programs guidelines

SPECIAL REQUIREMENTS

  • 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.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

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.





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