PROGRAM ELIGIBILITY SPECIALIST I

Position Summary

The Program Eligibility Specialist is responsible for assisting individuals who have come to a local Arkansas Workforce Center (AWC) to see UI and other partner services.   Their job duties include: providing support for claimants using the self-services computers for claim filing, accepting government-issued photo IDs and making sure they are attached to the Unemployment Insurance (UI) claim, accepting UI documents for processing, providing print outs to claimants needing proof of income for other assistance, assisting claimants with software access for their Reemployment Services and Eligibility Assessment appointment, processing documents for imaging, and other UI duties as assigned.

The role requires a high level of accountability to ensure claimants are routed to the correct partners and that all job duties are completed in a timely manner.

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, the UI Benefits Hotline, and UI Correspondence with a focus on efficiency and protecting the integrity of the trust fund.

In addition, this staff member will ensure the triage form is completed to determine other partner services needed or requested and will provide this information to the Commerce Program Supervisor/Expert for this unit.

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

Preferred Qualification

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.

Preferred Knowledge, Skills, and Abilities

• 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. Assisting claimants using self-service computers for UI purposes.
2. Accepting government-issued photo ID and attaching to the claim through the ID Website.
3. Accepting and processing UI documents.
4. Providing printouts for claimants needing proof for income-based assistance.
5. Assisting claimants with software access for their Reemployment Services and Eligibility Assessment (RESEA) appointment.
6. Responds to inquiries and processes requests from other ADWS UI units including UI Claims Processing, UI Benefits Hotline, UI Correspondence, Automated Adjudication Systems (AAS), Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues found.
7. Processing documents for imaging.
8. Initiate the triage form for other partner services and route individuals to the correct partner.
9. Provide report to Manager on triage activities.
10. Performs other duties as defined and assigned by UI Administration.