Position Summary 

The Program Eligibility Specialist I position is the first line of contact for Unemployment Insurance (Ul) claimants and employers. This role requires a high level of accountability in delivering correct information and performing the necessary actions required based on service file notes, ensuring 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 , UI Intake and Support, and UI Correspondence - with a focus on efficiency in protecting the integrity of the trust fund.

This position requires on-site employment with no remote or hybrid options available.

Preferred Qualification

The formal education equivalent of a high school diploma or its equivalent. 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. 

• 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.

Job Responsibilities and Expected Results 

1. Answers telephone calls routed to the Reemployment Administration main phone number and assist with claimant or employer questions about claims or the UI program. This requires knowledge of UI processes and procedures and critical thinking to complete the claimant/employer requests in order to prevent multiple calls back. Also requires a good customer service attitude and willingness to assist.
2. Answers Legislative questions and routes for assistance, and track responses.
3. Assist in processing UI claims when they require a backdating or untimely week request.
4. Review the claim service file to determine if any potential issues or items need to be addressed separate from the nature of the call.  All claims must be reviewed carefully before ending the call.
5. Scan and image any documents received and mail out any documents required or requested by the claimant or employer.
6. Responds to inquiries and processes requests from other ADWS UI units including UI Claims Processing, UI Intake and Support, UI Correspondence, Automated Adjudication Systems (AAS), Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues found.
7. May be required to contact claimants as a result of a request from the Governor's office, Legislature, or Reemployment Director and provide a response via email to UI Administration.
8. Performs other duties as defined and assigned by UI Administration.

Position Information

Job Series: Program Eligibility – Career Path

Classification: Program Eligibility Specialist I

Class Code: PPE02P

Pay Grade: SGS05

Salary Range: $47,397 - $70,148

Job Summary

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.

Primary Responsibilities

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.

Knowledge and 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.

Minimum Qualifications

At least one year of experience in customer service, administrative support, case processing, or a related field.

Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.

Licensure/Certifications

N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.