The class incumbent is responsible for the daily operation of the state's Unemployment Insurance Quality Control Program designed to detect and correct benefit error and fraud.
Supervises a staff of 6 - 8.
Directs the review of 400 - 800 claims per year.
Nature and Scope
The class incumbent performs with direction from an administrative superior. Other positions reporting in this level include the Management Analysts responsible for budget, planning and technical services, and the Benefit Payment Control Manager. The incumbent supervises a staff of Unemployment Insurance Quality Control Auditors in both Wilmington and Dover, a Statistician and a Typist. Typical contacts are with the UI local offices and state employers for the purpose of providing technical assistance; with regional and national federal government representatives who monitor and provide technical assistance to the UI Quality Control Program; and with claimants, employers, schools, medical personnel, various agencies and public officials to verify or obtain data in the process of validating claims. The Quality Control Unit reviews a random sample of cases filed each year; however, the results are generalized to the entire population of unemployment claims. The incumbent is responsible for overseeing day to day program operations which involves the conducting of an intensive review of randomly selected unemployment insurance benefits.
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 the intensive review of randomly selected weekly claims to ensure the integrity of the Unemployment Insurance benefits program.
Plan, assign and review the work of subordinate personnel engaged in the Quality Control function; train and evaluate staff.
Based on analysis and evaluation of unit findings, make recommendations to the Quality Control Review Committee for corrective action.
Develop and implement Quality Control Program procedures and forms covering all investigative and administrative functions to comply with state and federal guidelines.
Ensure that Quality Control automated systems are fully utilized in case management, program administration and statistical analysis.
May act as back-up for absent Quality Control Auditors and review cases in accordance with quality control methodology.
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 regulations pertaining to unemployment insurance and federal regulations pertaining to UI quality control programs.
Knowledge of division operations, policies and procedures.
Knowledge of program administration and evaluation techniques.
Knowledge of microcomputers, the Quality Control Unit's automated data processing system, and data input and retrieval.
Skill in analyzing data and drawing sound conclusions.
Skill in supervision, planning and organization.
Skill in tact, diplomacy and persuasiveness.
Skill in expressing ideas clearly and concisely in both oral and written communications.
Skill in identifying and developing reporting procedures and methods of accountability.
Skill in computer hardware and software operations and applications.
Ability to establish effective working relationships.
JOB REQUIREMENTS for Unemployment Insurance Quality Control Manager Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in accounting using Generally Accepted Accounting Principles (GAAP).
Three years experience in auditing financial records and documents in accordance with Generally Accepted Auditing Standards, including assessment of internal and external controls.
Three years experience in computer assisted auditing which includes using computer programs to analyze data, select, manipulate and sort data, perform calculations, select audit samples and print reports.
Three years experience in interpreting unemployment insurance laws, rules, regulations, standards, policies, and procedures.
Six months experience in quality improvement which includes evaluating the quality of services, identifying problems and needs and recommending corrective action and improvements to ensure optimum service delivery, goals and objectives are met and ensure compliance with applicable laws, rules, regulations and standards.
Six months experience in interviewing which includes using structured or unstructured interview techniques to obtain facts, explore issues and identify courses of action.
Six months experience in narrative report writing.
Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.