PROGRAM ELIGIBILITY SPECIALIST I

Date: Aug 1, 2025

Req ID: 51693

Location:

LITTLE ROCK, AR, US, 72202

Category: DEPT OF WORKFORCE SERVICES

Anticipated Starting Salary: $47,396.96

Position Number: 22076546
County: Pulaski
Anticipated Starting Salary: $47,396.96

Position Summary

This role serves as the first point of contact for Unemployment Insurance (UI) claimants and employers. It requires a high degree of accuracy and accountability in communicating correct information, taking appropriate actions based on service file notes, and ensuring full compliance with state and federal regulations, as well as internal agency policies.

Key to success in this role is the ability to communicate clearly and professionally with a wide range of stakeholders, including claimants, employers, internal staff, and various units within the UI Administration—such as UI Claims Processing, UI Intake and Support, and UI Correspondence. The position plays a critical role in safeguarding the integrity of the Unemployment Insurance trust fund, with an emphasis on efficiency, accuracy, and regulatory compliance.

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

Education and Professional Work Experience

Minimum Qualifications

At least one year of experience in customer service, administrative support, case processing, or a related field.

Preferred Qualification

One ( 1) year experience working with the Unemployment Insurance program and intensive knowledge of Ul system and program processes and terminology. Additionally, experience conducting business via telephone and/or email is a must.

Knowledge, Skills, and Abilities

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.

Job Responsibilities and Expected Results

Key Business Processes/ Duties

Responsible for handling inbound calls on the Reemployment UI Benefits Hotline, providing support to claimants and employers by addressing UI claims and inquiries, which requires strong knowledge of UI procedures, attention to detail, critical thinking, and excellent customer service skills.
Responsible for processing Unemployment Insurance (UI) claims specifically when a claim requires backdating or involves an untimely week request.
Conducts a comprehensive review of the claim to determine if any additional issues or actions are required beyond the caller's stated concern. All claims must be carefully examined prior to ending the call to ensure accuracy and completeness.
Responsible for scanning and imaging all received documents, and ensuring timely mailing of any documents requested or required by claimants or employers.
Responds to inquiries and processes requests from other ADWS UI units including UI Claims Processing, UI Intake and Support, UI Correspondence, Automated Adjudication Systems (AAS), Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues found.
May be required to contact claimants involve in high-level inquiries from state leadership or administration.
Performs other duties as defined and assigned by UI Administration.

Position Information

Job Series: Program Eligibility – Career Path

Classification: Program Eligibility Specialist I

Class Code: PPE02P

Pay Grade: SGS05

Salary Range: $47,397 - $70,148

Job 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