A class incumbent issues non-monetary determinations of claimants' eligibility to receive unemployment benefits for reasons other than lack of work.
Nature and Scope
A class incumbent performs with guidance from a Senior Claims Deputy and overall supervision from the Unemployment Insurance Local Office Manager. Other positions reporting in at this level include Claims Processors and Interviewer. This work involves the non-monetary determination of eligibility for unemployment compensation: review unemployment forms for necessary information to determine eligibility; make routine to moderately difficult determinations; elicit sensitive information from employers and claimants; explain and interpret rules and regulations regarding unemployment compensation to claimants and employers.
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.
Reviews unemployment claims against program eligibility requirements by comparing claims to state and federal guidelines regarding the program.
Determines claimant's eligibility (non-monetary determination) in accordance with guidelines for benefit administration.
Interviews claimants in person, by telephone or by mail in order to make determinations of eligibility.
Interviews and corresponds with employers in person, by telephone, or by mail to gain information and distinguish the facts relevant to making eligibility determination.
Explains determinations to claimants and employees citing state and federal regulations along with important facts in the case.
Explains appeals process to claimants and employers so they may be aware of their rights; take appeals and refer to Appeals Section; attends appeals and testify as a witness.
Lends technical guidance to claims processors; may also train and assign work.
Sets up overpayment process; interviews claimants receiving overpayments to arrange for recoupment of funds; arranges payment program; notifies Overpayment Unit; tags overpayment files for recovery of payment in future unemployment claims when claimants fail to make restitution or cannot be reached.
Takes and processes claims in peak periods.
Responds to routine telephone inquires from claimants, employers, and general public such as unemployment check mailing date, how to file for unemployment benefits (procedural questions).
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 applicable unemployment laws and regulations; i.e., Title 19 of the Delaware Code.
Skill in interviewing to obtain complete, accurate information of a sensitive nature.
Skill in preparing routine reports, correspondence, forms.
Skill in analyzing data to make an eligibility determination, detect fraud.
Skill in tact and diplomacy.
Ability to interpret state and federal regulations regarding unemployment compensation.
Ability to work with a variety of people.
Ability to maintain accurate records.
Ability to perform simple mathematical calculations: addition, subtraction, multiplication, division.
Ability to handle irate claimants.
Ability to communicate effectively both orally and in writing.
Ability to perform routine data entry and retrieval.
JOB REQUIREMENTS for Unemployment Insurance Claims Deputy Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in health or human services support such as interviewing clients and assessing personal, health, social or financial needs in accordance with program requirements or coordinating with community resources to obtain client services.
Six months experience in record keeping.
Six months experience in applying laws, rules, regulations, standards, policies and procedures.
Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.