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Introduction

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 (Bilingual). 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.

GRADE

16

LOCATION OF POSITION

College Park (9829 Rhode Island Ave, College Park MD)

Main Purpose of Job

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.

POSITION DUTIES

1. 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.
2. 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.
3. Examine and review unemployment insurance claims and/or non-monetary determinations for accuracy and completeness to minimize improper payments and prevent fraud.
4. Investigate operational problems and propose solutions to management.
5. Review and take appropriate action on work items generated through the system.
6. Contribute to the compilation of metrics information to report to leadership.
7. May ensure that lower-level staff members are reviewing and taking appropriate action on work items generated through the system.
8. Assist in training current and new staff on Beacon processes & procedures.
9. Travel to and work collaboratively with AJC staff and leaders.
10. Supervise in-person and call center activities.
11. Monitor reports to ensure that due process is not compromised by Adjudication backlog and that Unemployment Insurance payments are processed promptly.
12. Schedule staff assignments based on claim load, call volume, Adjudication backlog, economic conditions, and overall numbers of available staff.
13. Coach and train employees to attain desired levels of performance.
14. Monitor workload reports to ensure timely payment of benefits.
15. Provide quality customer service and education to claimants, vendors, and employers.
16. Develop and maintain harmonious working relationships with co-workers and support personnel to foster employee engagement.
17. Train new employees in departmental policies, procedures, and programs.
18. Conduct staff meetings to provide instruction and to apprise staff of new and updated changes in current, departmental policies, procedures, and programs.
19. 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.
20. Ensure corrective action is taken, as warranted, utilizing the Performance Improvement Plan (PIP) process.
21. Schedule and approve employee leave.

MINIMUM QUALIFICATIONS

Experience: 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.

Notes: 1. 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. 2. 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.

SELECTIVE QUALIFICATIONS

The candidate must be fluent in Spanish and English (i.e., able to speak, read, and write in both Spanish and English). This information must be indicated on the application, and candidates will be required to demonstrate their bilingual skills in an oral and written translation interview to verify fluency.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualifications:

1. Prior supervisory experience
2. Knowledge of UI benefit system BEACON
3. Customer service experience
4. Organizational skills
5. Experience with personal computer and software applications
6. Communication skills (both oral and written)

SPECIAL REQUIREMENTS

Personnel employed in this classification will have access to federal tax information and must undergo a state and FBI criminal background check as a condition of employment. All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. Resumes are acceptable as additional information only. However, the application must be completed in its entirety or it will be subject to rejection.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status. If you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may contact Chevelle Wise 410-230-6293 or submit via email to chevelle.wise@maryland.gov.

Completed applications, required documentation, and any required addendums may be mailed to: Maryland Department of Labor/Office of Administration Attn: 25-001165-0002 UI Professional V-Supervisor (Bilingual) CW100 S. Charles Street, 5th Floor Baltimore, MD 21201. The MD State Application Form can be found online. Maryland Department of Labor is an equal opportunity employer.