UI Professional V Supervisor (Internal Only)

State of Maryland•Baltimore City, MD

About The Position

The Maryland Department of Labor, (MD Labor), Division of Unemployment Insurance is accepting applications from qualified candidates for the position of UI Professional V-Supervisor (Internal Only) . This recruitment will be used to fill current and future vacancies. The resulting eligible list will be maintained for one year after the closing date of the announcement. Supervising employees who interview individuals applying for unemployment insurance benefits to obtain the necessary information to process claims in accordance with established guidelines to provide high-quality customer-focused services that regulate the distribution of unemployment insurance benefits, to support the economic stability of the state.

Requirements

Eight years of experience in a public/or private agency rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigations program OR four years of experience in administrative staff or professional staff work and an additional four years of experience in a public/or private agency rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigations program
Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and four years of experience in a public/or private agency rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigations program OR four years of experience in administrative staff or professional staff work for the required experience.
Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for the required general experience.

Nice To Haves

Knowledge of the MD Unemployment Insurance benefit system BEACON
Prior supervisory experience
Customer service experience
Organizational skills
Experience with personal computer and software applications
Communication skills (both oral and written)

Responsibilities

Coordinate, review, and lead the effort and work of a unit comprised of UI Professionals/Associates responsible for taking and processing claims, answering claimant questions, conducting fact-finding interviews and completing non-monetary determinations in accordance with established guidelines.
Provide feedback, guidance, and training to UI Professionals/Associates in current, complex departmental policies, procedures, and programs to ensure all internal and external goals are met; ensure a satisfactory level of efficiency.
Examine and review unemployment insurance claims and/or non-monetary determinations for accuracy and completeness to minimize improper payments and prevent fraud.
Investigate operational problems and propose solutions to management.
Reviews and takes appropriate action on work items generated through the system.
Contributes to the compilation of metrics information to report to leadership.
May ensure that lower-level staff members are reviewing and taking appropriate action on work items generated through the system.
Assist in training current and new staff on Beacon processes & procedures.
Examine and review unemployment insurance claims and/or non-monetary determinations for accuracy and completeness to minimize improper payments, prevent fraud.
Travel to and work collaboratively with AJC staff and leaders.
Supervise in-person and call center activities.
Monitor reports to ensure that due process is not compromised by Adjudication backlog and that Unemployment Insurance payments are processed promptly.
Schedule staff assignments based on claim load, call volume, Adjudication backlog, economic conditions and overall numbers of available staff.
Coach and train employees to attain desired levels of performance.
Monitor workload reports to ensure timely payment of benefits .
Provide quality customer service and education to claimants, vendors, and employers.
Develop and maintain harmonious working relationships with co-workers and support personnel to foster employee engagement.
Train new employees in departmental policies, procedures and programs.
Provide quality customer service.
Screen, interview and select UI staff in conjunction with the Director.
Conduct staff meetings to provide instruction and to apprise staff of new and updated changes in current, departmental policies, procedures and programs .
Compile and maintain legible, accurate records documenting the progress of individual staff and conduct and complete the evaluations of lower-level UI Professionals/Associates, utilizing the Performance Planning and Evaluation Program (PEP) process.