STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Labor Department Programs and Services Coordinator

Hybrid

Recruitment #241029-5249SH-001

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Introduction



Are you a current State of Connecticut, Department of Labor (DOL) employee seeking an opportunity where you'll have more independence and have a chance  to tackle a superviosry role? If this sounds like you, we encourage you to check out this exciting opportunity to join our team!

At the DOL, we are currently recruiting qualified applicants to join our team to fill one full-time 1st shift job opportunity as a Labor Department Programs and Services Coordinator. This role will be a part of our Unemployment Insurance (UI) Contact Center unit.

What We Can Offer You:
Position Highlights 
  • Full-time, forty (40) hours per week.
  • Monday through Friday 8:00 am - 4:30 pm
  • Located in Wethersfield
  • Telework is available based on the telework guidelines and will be discussed further during the interview process
In this role you will primarily serve as a supervisor for the Consumer Contact Center’s front line staff for all services necessary for determination of monetary eligibility for Unemployment Compensation benefits. Additionally, we will entrust you to:
  • Supervises large units/groups of up to twenty people
  • Facilitates remote groups using Microsoft Teams Telework software
  • Assists the Director and Operations Coordinator in developing long-range planning to meet Contact Center goals
  • Reviews staff schedules and approves timesheets for payment
  • Prepares reports and correspondence
  • Prepares and conducts training sessions in-person and via Microsoft Teams
  • Assists in planning, developing, coordinating, and evaluating comprehensive training programs.
  • Selects and develops training methods and materials
  • Researches learning materials and resources
  • Provides technical assistance and consultation
  • Monitors performance indicators to assess front-line staff service delivery, timeliness, and compliance with Contact Center objectives
  • Analyzes staffing metrics and goals
  • May represent the Contact Center in community or public relations contacts
  • Performs 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

In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.  You must specify your qualifications on your application. 

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)

  • CENTRAL UNIT: In the Department of Labor this class is accountable for leading and coordinating the activities of a program or sub-unit within various functional areas or programs.
  • FIELD UNIT: In a Department of Labor American Job Center or other field location this class is accountable for supervising staff providing customer service in the areas of basic services, adjudications, employer services and/or employment planning.

EXAMPLES OF DUTIES

CENTRAL UNIT:

  • Assists program manager and/or supervisor in planning and coordination of activities in assigned program areas;
  • Leads program development and implementation initiatives;
  • Assists in development of agency-wide plans;
  • Serves as a resource and provides support to direct service providers;
  • Functions as a team leader;
  • Monitors program(s) and/or functional areas ensuring goals are met;
  • Identifies problems in assigned areas and oversees development of corrective action plans to effect resolution;
  • Acts as a resource and facilitator to teams and provides problem solving guidance on a routine basis;
  • Monitors program performance indicators to continually assess adequacy of service delivery in terms of customer perceived quality, timeliness and compliance with legal mandates and agency objectives;
  • Assesses need for staff development and conducts or arranges for training;
  • Oversees development of procedural manuals and informational memorandums;
  • Participates in personnel matters affecting subordinate employees;
  • Reviews, interprets, analyzes and adapts state and federal legislation or regulations to determine need for new or revised policies, procedures or regulations;
  • Analyzes reports detailing unit performance in relation to team activities and develops and recommends corrective action as needed;
  • Leads customer and/or public relations activities as assigned;
  • May have accountability as resource specialist for a designated program of service or providing staff support statewide for a program or service of agency;
  • May lead in development of grants and contracts;
  • May serve as liaison to state or federal agencies with jurisdiction over program;
  • May review referee reversals of administrator decisions and draft appeals as appropriate;
  • May oversee monitoring and evaluation process for sub-unit or participate in overall statewide monitoring activities;
  • May oversee provision of data processing and automation support activities;
  • May assist in research and drafting of department regulations including conducting public hearings relating to that process;
  • Performs related duties as required.

FIELD UNIT:

  • Schedules, assigns, oversees and reviews work of staff;
  • Provides staff training and assistance;
  • Conducts performance evaluations;
  • Determines priorities and plans unit work;
  • Establishes and maintains unit procedures;
  • Develops or makes recommendations on development of policies and standards;
  • Acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures;
  • Assists American Job Center Director in planning and administrative coordination of multiple unemployment insurance benefit programs, job services and employment and training programs;
  • Provides oversight with regard to scheduling and determines unit staffing requirements;
  • Prepares reports and correspondence;
  • Maintains adequate controls over pending casework and ensures balanced levels of services within American Job Center;
  • Ensures effective application of pertinent laws, regulations and procedures;
  • Acts as a resource and facilitator to teams and provides problem solving guidance on a routine basis;
  • Monitors program performance indicators to continually assess adequacy of unit service delivery in terms of customer perceived quality, timeliness and compliance with legal mandates and agency objectives;
  • Analyzes reports detailing American Job Center performance in relation to unit activities and develops and recommends corrective action as needed;
  • Participates in development of long-range planning aimed at meeting agency and American Job Center goals;
  • Interviews prospective employees and makes hiring recommendations;
  • Assists in preparation of American Job Center annual plan of service;
  • Assists Director in budget formulation and oversight;
  • May act as a representative of American Job Center for community or public relations contacts;
  • May function as office manager in absence of Director;
  • Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

  • Considerable knowledge of
    • relevant agency policies and procedures;
    • relevant state and federal laws, statutes and regulations;
  • Knowledge of
    • management principles and techniques;
    • labor market trends and conditions;
    • effective interviewing techniques;
  • Considerable
    • interpersonal skills;
    • oral and written communication skills;
  • Problem solving skills;
  • Ability to
    • analyze and interpret laws, regulations, legal precedents and court decisions;
    • assess staff training needs and conduct training;
  • Supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Eight (8) 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 - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been in an advanced working level capacity at the level of a Labor Department Adjudications Specialist, Labor Department Business Services Specialist, Labor Department Career Development Specialist or Labor Department Resource Associate.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

  • College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to maximum of four (4) years for a Bachelor's degree.
  • A Master's degree may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

  • Supervisory experience
  • Experience managing staff working remotely through Telework software
  • Experience facilitating/training groups via Microsoft Teams
  • Experience working with Salesforce vendors implementing system updates
  • Experience in a high-volume Call Center assisting diverse populations
  • Experience working with and troubleshooting the following platforms:
    • Amazon Web Services – Amazon Connect
    • Microsoft Teams
    • Microsoft Word, Outlook, Excel
    • Mindful - Virtual Hold Technology (VHT)
    • ReEmployCT
    • Salesforce Lightning

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 Programs and Services Coordinator 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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