Esd Manager 4

State of Nevada • Carson City, NV

1d • Onsite

About The Position

The Department of Employment, Training and Rehabilitation (DETR), Employment Security Division (ESD) is hiring for an ESD Manager 4 located in Carson City, NV. The ESD Manager 4 is responsible for planning, organizing, coordinating, and directing statewide operations for the Unemployment Insurance (UI) Call Center, Adjudication, Benefit Payment Control/Integrity, and UISS/Auto Team. The incumbent provides leadership and direction over these program areas and Nevada's automated unemployment insurance system, ensuring operations are effective, timely, and compliant with federal and State requirements. The position is responsible for establishing operational priorities; monitoring workload, productivity, quality, timeliness, customer service, and federal performance measures; identifying and addressing backlogs and performance deficiencies; allocating staff and resources; and directing corrective actions and program improvements. The incumbent also oversees UI system operations, enhancements, and technical support; evaluates business processes and system functionality; and works with program and technical staff to ensure the system continues to meet operational, security, compliance, and program needs. The ESD Manager 4 supervises subordinate managers and is responsible for establishing clear expectations, monitoring performance, and ensuring managers effectively oversee and hold their staff accountable. The position works closely with ESD leadership, UI program managers and staff, technical staff, system vendors, the U.S. Department of Labor, and other stakeholders to resolve complex operational, system, policy, and compliance issues and to implement changes that improve UI operations and service delivery. The ideal candidate will have strong leadership, analytical, problem-solving, communication, and organizational skills and demonstrated experience managing multiple programs, managers, and competing operational priorities. The successful candidate should be comfortable using performance and workload data to identify problems, establish priorities, make decisions, and drive improvement. Employment Security Division (ESD) Managers plan, organize, coordinate and manage the operations and services provided to customers at one or more workforce investment and/or unemployment insurance offices; participate in planning and developing service delivery strategies and ensure implementation in accordance with applicable laws, regulations, policies and procedures; represent the agency in the community; and supervise subordinate managers, supervisors and/or professional staff.

Requirements

• Bachelor's degree from an accredited college or university in business, public administration or related field and three years of managerial experience which included overseeing diverse programs and functions of an office with a large staff or offices in multiple locations; supervising professional staff providing a variety of program services; preparing reports and recommendations; evaluating and revising policies and procedures; implementing new services and procedures; and developing working relationships with various stakeholders; OR graduation from high school or equivalent education and five years of managerial experience as described above; OR one year of experience as an ESD Manager III in Nevada State service; OR two years of experience as an ESD Manager II in Nevada State service; OR an equivalent combination of education and experience as described above.
• Working knowledge of: methods and techniques of efficient administration, including all aspects of service delivery; administrative hearing processes and procedures; services, roles, and responsibilities of human services agencies within the State.
• General knowledge of: principles, theories, techniques and trends in public administration including budgeting, financial management, employee relations and governmental programs related to workforce investment or unemployment insurance services and activities.
• Ability to: review subordinate determinations and decisions and recommend appropriate action; project workload and appropriate necessary staff and equipment; conduct meetings with subordinate managers and supervisors regarding program development, coordination and implementation; develop and coordinate partnerships with other state, county and local agencies and organizations.
• Skill in: preparing management reports and analysis; coordinating the functions and diverse programs of an office with a large staff or multiple locations; setting priorities to accurately reflect the needs and goals of all aspects of assigned programs; managing space, equipment and material resources and developing justifications for acquisitions.

Nice To Haves

• Experience with unemployment insurance, high-volume customer service operations, adjudication, Benefit Payment Control/program integrity, or large automated benefit systems is preferred.

Responsibilities

• Direct overall service delivery and operations in assigned local, regional or statewide unit offices and ensure division goals are accomplished effectively, efficiently, and within applicable laws, regulations and policies; develop and revise office policies and procedures; monitor and evaluate office activities to ensure appropriateness and quality of service, program compliance and efficient work flow; resolve complaints in a diplomatic, professional manner; coordinate and integrate operations with other offices, program areas or workforce investment partners; recommend, implement and monitor plans for improvement.
• Compile and submit a variety of reports to management regarding staff, production and special projects; evaluate the timeliness, customer service and quality of work performed in the office, teams or unit; work with data processing and program support staff to identify and resolve issues; recommend and implement corrective action to meet designated goals and objectives; direct staff in program implementation; disseminate and interpret policies and procedures to ensure consistent application of federal and State program standards.
• Participate in statewide service delivery planning, development and implementation to ensure program responsiveness to customer needs within available resources; implement new program services and provide feedback regarding proposed changes; compile, analyze and report statistical data; advise administration of potential problem areas; participate in the development of Nevada’s workforce investment system.
• Supervise subordinate managers, supervisors or professional staff as assigned; participate in employee interviews and recommend selection of personnel; ensure appropriate training is provided; prepare training materials and conduct group training in areas of expertise; delegate authority and responsibility to staff; review and approve work performance standards; write and conduct performance evaluations; review and approve training and performance evaluations written by subordinate supervisors; recommend and initiate disciplinary action; represent the agency in grievance proceedings for office or unit employees; assess staffing needs and re-assign and provide justification for additional staff.
• Develop and justify budget recommendations for the office, unit or teams and submit to division administration; monitor financial resources to ensure compliance with budgetary limits; approve expenditures and submit to administration for payment.
• Serve as facility manager responsible for the physical condition of the office; locate, plan and organize office space; establish and ensure implementation of appropriate safety and security measures; arrange for building and equipment maintenance and repairs.
• Oversee and coordinate all customer services provided in a local office by employees of the division, workforce investment partners, volunteers and students in training.
• Under workforce investment, serve as the division representative in the community to recognize and respond to community needs and concerns; serve on community, private, employer, and public boards and commissions and economic development agencies; coordinate efforts and services with area service providers, government agencies, educational institutions and other partners to provide rapid response and comprehensive services to customers; resolve all complaints concerning employees or services provided in the office by ESD employees and workforce partners; coordinate and implement office policies that all partners agree upon to ensure efficient and effective operation; ensure the office meets workforce investment system goals to provide seamless services between mandatory partners with varying eligibility requirements and performance measures.
• Evaluate staffing on telephone queue lines in an unemployment insurance operations center and make ongoing adjustments to work assignments to ensure adequate coverage and minimize customer wait time; respond to the Board of Review regarding contested Hearings Officer decisions.
• Perform related duties as assigned.
• Under administrative direction of the Administrator or Deputy Administrator, ESD, incumbents plan, organize, coordinate and manage multiple services, programs and activities associated with the operation of workforce investment offices and unemployment insurance programs. Responsibilities include all facets of service delivery for re-employment and training programs, employer services and unemployment insurance services. Incumbents provide overall supervision to managers in assigned offices, programs and services; identify parameters under which offices function and optimum methods of operation; ensure appropriate methods for resolving problems; review operational status of programs in each office, identify performance deficiencies, and implement corrective action plans that ensure compliance with policies, directives and procedures. They also analyze and evaluate the impact of mandated program changes and make recommendations for successful implementation; facilitate and direct implementation of new programs; request information and analysis from support services sections to assist in problem identification and resolution; allocate staffing resources, training and capital to provide optimal service throughout the region; publish directives regarding goals, program objectives, minimum work standards and work processes to ensure compliance with laws, regulations and requirements.
• Positions with the additional responsibility of managing a program support services unit establish, implement and monitor the accomplishment of program goals and objectives statewide; direct the development of statewide plans, policies, procedures, and support systems for the program; analyze changes required to computer and accounting systems and establish priorities for system work requests; oversee the development of new or revised policies and procedures and secure administrative approval; render decisions on exceptional cases or unusual operational issues; monitor program quality and compliance through results of on-site visits.
• This level is distinguished from the ESD Manager III by supervision of subordinate managers and either regional responsibility for all facets of program implementation and service delivery for multiple large, complex programs comparable to the size, complexity and scope of both unemployment insurance benefit and workforce investment programs, or statewide responsibility for development, implementation and service delivery which includes management of the program’s support services for a large, complex program comparable to the unemployment insurance tax contributions program.

Benefits

• The State of Nevada is an equal opportunity employer dedicated to building diverse, inclusive, and innovative work environments with employees who reflect our communities and enthusiastically serve them. All applicants are considered without regard to race, color, national origin, religion or belief, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, domestic partnership, genetic information (GINA), or compensation and/or wages.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager