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Job Description
Job Service Rep II (Wage Processing) - RR)
The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program, providing 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.
This position requires knowledge of wage processing functions. The incumbent supervises and coordinates staff responsible for completing determinations related to administrative weekly benefit amounts, monetary eligibility, reviewing wages/earnings and issues on current claims, and determining claimant eligibility on new claims. They also oversee staff who 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. The role ensures timely and accurate issuance of determinations and the preparation of case material for hearing in accordance with MGL Chapter 151A, 430 CMR, the Job Service Representative’s Handbook, Revenue Procedures, and related federal regulations.
Additional responsibilities include interpreting and explaining relevant laws and regulations to staff and stakeholders, identifying potential issues and recommending appropriate solutions, monitoring phone queues, phone system reports, and overall unit performance to ensure achievement of department goals. The incumbent prepares weekly performance reports, identifies trends in employee performance, and addresses staff performance through coaching, training, and corrective action. They also draft guide cards for processes related to system functionality, accurately rate employee performance, and manage their own case load. Special projects such as suggesting and testing system enhancements are also within scope.
Qualifications
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements:
Applicants must have (A) at least three (3) years of full‑time, or equivalent part‑time professional or paraprofessional experience in personnel interviewing, vocational counseling, employment counseling, rehabilitation counseling, educational counseling, credit collection, credit interviewing, credit investigation, claims adjudication, claims settlement, claims examining, claims investigation, or social work or social casework; or (B) any equivalent combination of the required experience and the substitutions below.
- I. An associate’s degree may be substituted for one (1) year of the required experience.
- II. A bachelor’s degree or higher may be substituted for two (2) years of the required experience.
- III. A master’s or higher degree may be substituted for the required experience.
Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package.
Equal Opportunity
An Equal Opportunity / Affidavit Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
Job Details
Official Title: Job Service Rep II
Primary Location: (location unspecified)
Job Category: Community and Social Services
Agency: Department of Workforce Development
Schedule: Full-time
Shift: Day
Number of Openings: 1
Salary: 63,790.74 – 89,970.92 Yearly
Contact Diversity Officer / ADA Coordinator: Dennis Johnson – 617‑626‑5111 for Diversity, Equal Employment Opportunity or Reasonable Accommodation questions.
Confidential: No
Potentially Eligible for a Hybrid Work Schedule: Yes
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