PROGRAM ELIGIBILITY SPECIALIST I

State of Arkansas•Little Rock, AR

6d•Onsite

About The Position

The Program Eligibility Specialist I position is responsible for processing correspondence received in the UI Hotline email. This requires a high level of accountability in ensuring these emails are processed timely and correctly so that the program remains in compliance with state and federal regulations and agency policies. Success in this position depends on strong communication skills to effectively engage with staff, claimants, employers, UI Administration, and other UI units - including UI Claims Processing, U l Intake and Support, and UI Correspondence - with a focus on efficiency in protecting the integrity of the trust fund. Staff in these positions will provide support to the UI Benefits Hotline by taking calls on Mondays or the day after if a holiday falls on a Monday. This position requires on-site employment with no remote or hybrid options available. The Program Eligibility Specialist I is an entry-level position responsible for reviewing applications, verifying information, and determining eligibility for state-administered programs. This role requires strong attention to detail, organizational skills, proficiency in computer keyboarding, strong verbal and written communication skills, and customer service abilities to ensure applicants receive timely and accurate determinations.

Requirements

Knowledge of computers, office equipment, and imaging programs.
Ability to develop, recommend, interpret, and apply policies and procedures.
Must have good customer service skills - verbal and written.
Good communication skills.
Good research skills.
Good critical thinking skills.
Ability to assess applicant information and apply program guidelines accurately.
Strong attention to detail in reviewing documents and entering data.
Proficiency in basic computer applications and case management systems.
Ability to explain complex policies to applicants in an understandable manner.
Ability to prepare, present, and review oral and written information and reports.
Capacity to prioritize tasks, handle multiple cases, and meet deadlines.
Ability to analyze application issues and determine solutions.
At least one year of experience in customer service, administrative support, case processing, or a related field.

Nice To Haves

One (1) year experience working with the Unemployment Insurance program and intensive knowledge of UI system and program processes and terminology. Additionally, experience conducting business via telephone and/or email is a must.

Responsibilities

Process emails from the UI Hotline email inbox and review claim to determine any additional action required upon receipt of the emails.
Detect, investigate, and set claim issues.
Responds to inquiries and processes requests from other ADWS UI units including UI Benefits Hotline, UI Intake and support, UI Claims processing, Automated Adjudication Systems(AAS), Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues found.
Performs other duties as defined and assigned by UI Administration.
Review and process applications for state assistance programs in compliance with established policies.
Verify applicant information, including income, assets, residency, and household composition.
Maintain accurate and up-to-date case records to support eligibility decisions.
Ensure timely application processing and follow-up with applicants to gather required documentation.
Assist in monitoring ongoing eligibility and renewal processes for program participants.
Provide clear and professional communication to applicants regarding eligibility requirements, application status, and program benefits.
Assist clients in completing forms and gathering necessary documentation.
Respond to inquiries and resolve concerns related to eligibility and program participation.
Educate applicants on available resources and services to support their needs.
Ensure adherence to state and federal regulations in eligibility determinations.
Identify potential discrepancies or inconsistencies in applications and escalate cases when needed.
Maintain confidentiality and security of sensitive applicant data in accordance with state privacy laws.
Prepare reports and summaries as needed for internal review and audits.