PROGRAM ELIGIBILITY SPECIALIST I

Position Summary The Program Eligibility Specialist I position is responsible for conducting one-on-one interviews and may facilitate group training sessions for Unemployment Insurance (UI) claimants identified as likely to exhaust benefits before securing employment. This role requires a high level of accountability in delivering intensive case management services to program participants, ensuring compliance with state and federal regulations and agency policies. Succes in this position depends on strong communication skills to effectively engage with claimants and stakeholders, and a focus on efficiency in coordinating services and managing caseloads to support timely reemployment outcomes, and in protecting the UI trust fund. This position requires on-site employment with no remote or hybrid options available. Preferred Qualification Bachelor's degree in Education, Public Administration, Management, Business Administration, or a related field; plus, at least one year of experience in the unemployment insurance system, and one year of experience in employment services, training development and delivery, teaching, or a closely related area. Ability to coordinate and conduct workshops Ability to prepare reports and maintain records. Knowledge of workforce development principles and practices. Ability to gather information and determine eligibility for programs or services. Knowledge of skills assessment techniques. Knowledge of interviewing techniques. Skill in operating computer equipment. Ability to effectively utilize technology such as Microsoft Excel, Word, and PowerPoint. Ability to locate and research information. Ability to communicate information orally and in writing. Ability to effectively present training and guidance to diverse audiences. Ability to locate and research information independently. Willingness to learn and stay updated on best practices, tools, and resources relevant to workforce development. Job Responsibilities and Expected Results Key Business Processes/Duties Accountability Facilitate virtual and in-person RESEA appointments with selected UI claimants, including: Working with claimants to help them understand their occupational skill set Assisting claimants in the development of individual reemployment plans Conducting mock interviews Promoting services available through ADWS and community partners and providing referrals as appropriate Reviewing claimant eligibility for UIB Matching job openings to claimants' skills, knowledge, and abilities Delivering targeted Labor Market Information related to the claimant's occupational interests Revising resumes to improve claimants' employment prospects Recommending and referring training to interested claimants Recording and processing all pertinent RESEA data in Arkansas JobLink, including: Entering services in S&T plans Entering case notes Building employment plans Recording referrals Recording and processing all pertinent RESEA data into INET for UI record-keeping, including: Entering narratives Changing control dates Processing week(s) of benefits Setting eligibility issues in INET to safeguard the UI Trust Fund Answering general UI questions Recording appointment and workshop results in spreadsheets Efficiency Ensuring timely entry and accuracy of data into both Arkansas JobLink and INET systems. Managing caseloads to prioritize services for claimants most at risk of exhausting benefits. Streamlining service delivery by utilizing available tools, databases, and resources effectively. Follow standard operating procedures to reduce delays and improve service consistency. Communication Answering telephone calls routed to the RESEA Hotline. Answering questions from claimants, the public, and employers about UI processes and procedures. Requires basic UI knowledge and critical thinking to apply state and federal laws. Responding to inquiries and requests from other ADWS UI units regarding individual claims. Effectively explaining reemployment plans, eligibility issues, and available services to claimants. Collaborating with community partners and internal teams to coordinate referrals and services. Initiative Proactively identifying claimants' needs and suggesting appropriate services, training, or referrals. Seeking opportunities to improve claimant outcomes through personalized support and coaching. Staying informed of changes in UI policy, labor market trends, and available community resources. Adheres to all agency policies Reports to their duty station and is ready to work at 8:00 AM and performs works until 4:30 PM Demonstrating self-motivation in meeting deadlines, managing appointments, and improving workflow.

Standards and Expectations:

1. Accountability

Standards:

Consistently conducts both virtual and in-person RESEA appointments with professionalism and attention to claimant needs. Adheres to all state and federal UI and RESEA program guidelines and agency policies. Ensures all services provided (mock interviews, resume reviews, referrals, reemployment plans) align with claimant eligibility and program goals.

Expectations:

Assist claimants in identifying their skill sets and developing tailored reemployment plans. Provide individualized labor market information and job matches based on claimant profiles. Document all services provided in Arkansas JobLink and INET with accuracy and completeness. Safeguard the integrity of the UI Trust Fund by appropriately setting eligibility issues. Submit accurate weekly reports on RESEA activities by required deadlines. 2. Efficiency

Standards:

Enters all claimant data into Arkansas JobLink and INET accurately and within 24 hours of service delivery. Maintains an organized caseload. Minimizes redundancy and delays in service by adhering to standardized workflows and utilizing digital tools.

Expectations:

Use technology (e.g., Microsoft Excel, Word, PowerPoint) to track claimant progress and prepare materials. Continuously improve work processes for faster, more accurate service delivery. Manage daily workload to meet performance goals without compromising quality of service. 3. Communication

Standards:

Maintains professional and clear communication with claimants, staff, community partners, and the public. Demonstrates active listening and tailored responses to claimant questions and concerns. Collaborate effectively with internal and external stakeholders to coordinate services.

Expectations:

Respond to calls on the RESEA Hotline and other communication channels within 1 business day. Provide accurate, policy-compliant information in both verbal and written formats. Engage respectfully with claimants during interviews, training, and follow-up contacts. Participate in cross-functional communication efforts to ensure seamless claimant experience. 4. Initiative

Standards:

Demonstrates personal responsibility for staying updated on workforce trends, UI policy, and RESEA procedures. Takes ownership of challenges and proactively finds solutions to support reemployment success. Maintains readiness and punctuality for all work-related duties.

Expectations:

Begins work promptly at 8:00 AM and remains engaged through 4:30 PM. Research and applies new workforce tools, community resources, or job market data to improve services. Suggests process improvements and contributes to team discussions or pilot initiatives. Keeps personal development up to date through learning opportunities related to training, coaching, and employment services.

Position Information Job Series:

Program Eligibility -

Career PathClassification:

Program Eligibility Specialist IClass Code:

PPE02

PPay Grade:

SGS05

Salary Range:

$47,397 - $70,148Job 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.