Job Service Rep I (Revenue - Wage Processing)

Job Description

The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.

The Job Service Representative I performs customer service and issue resolution by assisting employers or claimants with account status, account access issues, and documentation requirements. Processes user designation forms to ensure compliance with access control procedures. Reviews user information by conducting research and verifying information in order to mitigate fraud. Review and complete not 30x weekly benefit amount determinations. Review wages/earnings and issues on current claim to determine claimant eligibility on the new claim. Determine adequacy for monetary determinations by reviewing documentation, wage information and affidavits. Conduct fact-finding investigations, resolve issues and discrepancies, and issue eligibility determinations for one or more Units of the Revenue Department. Analyze facts and make determinations in accordance with MGL Chapter 151A, 430 CMR, the Job Service Representative's Handbook, and established Revenue Procedures as well as the Code of Federal Regulations, appropriate Unemployment Insurance, Letters (UIPL), appropriate Training and Employment Guidance, Letters (TEGL), US Department of Labor (USDOL) operating, instructions and other USDOL issuances.

Duties include:

• Responding to inbound calls from employers or claimants and representatives regarding account status, access issues or documentation requirements.

• Investigating and resolving account related problems in a timely and professional manner.

• Providing clear guidance on processes such as designation forms, wage reporting, monetary determinations, and liability status.

• Logging interactions and updating case notes in accordance with internal procedures.

• Review employment history and adjudication issues on the claimant's prior claim

• Review wages/earnings and issues on current claim to determine claimant eligibility on the new claim

• Review and complete the Not 30xWBA; Verify system behavior by conducting QC to ensure system redetermined correctly

• Review wage documentation and/or affidavits provided by claimants to determine adequacy for monetary redeterminations

• Discuss monetary appeals with claimants and their representatives to ensure appeals are submitted timely and communicate appeal rights

• Research claimant employment data and employer data to determine appropriate employment for monetary determination.

• Ensuring compliance with legal and procedural standards during the review process.

• Operate laptop and peripheral equipment, following established procedures and guidelines

• Maintain proficiency in the utilization of current agency automated applications, operating associated hardware in accordance with agency policy and procedures.

• Perform related duties such as attending meetings and training sessions; performing routine clerical functions such as opening and distributing mail; maintaining records; preparing correspondence; and updating information on computer systems.

• Special projects as assigned

• Conducts fact finding, obtains, assembles, and verifies pertinent information regarding unemployment insurance (UI) from claimants and/or employers by reviewing payroll records and other documents in order to gather the data necessary to facilitate appropriate determinations relative to the Revenue Department.

• Obtains information from employers and claimants as appropriate and documents such information in case material sufficient to meet the standards expressed by Chapter 151A, 430 CMR, and agency policy as expounded in the Job Service Representatives Handbook, L.O. Bulletins and other US Department of Labor directives.

• Provides rebuttal opportunity to potentially adversely effected parties prior to the issuance of a determination, and documents such rebuttal in the case material.

• Attempts to resolve critical conflicting information through specific and probing questioning.

• All facts gathered and considered in the determination process are documented in the case material and made known to all parties.

• Established regulations and proper adjudication procedures are followed throughout the determination process to ensure due process rights are provided to both claimants and employers.

• Prepares written claimant and employer statements which contain accurate, specific, and sufficient facts to address the standards of the law and allow accurate application of law, regulation and policy.

• All written determinations are prepared and issued at the completion of fact finding sufficient to support the determination.

• All determinations are based on objective facts that support the determination reached.

• Determinations are based on all relevant laws, rules, regulations, precedents, and policies.

• The determination is written in concise, clear and grammatically correct language in a professional and legible manner.

• The written determination adequately explains the reason(s) for the determination, properly cites applicable law, states the conclusion, and the effect of the determination.

• Information relative to the appeals process is provided to all parties.

• Process requests for hearings.

• UI Online is accurately updated to reflect the existence of the pending appeal.

• All relevant supporting documentation is uploaded in UI Online or forwarded to the appropriate hearings location the same day that the appeal is received.

• Provides quality service to all customers.

• Performs related work as required