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:

1. Working with claimants to help them understand their occupational skill set
2. Assisting claimants in the development of individual reemployment plans
3. Conducting mock interviews
4. Promoting services available through ADWS and community partners and providing referrals as appropriate
5. Reviewing claimant eligibility for UIB
6. Matching job openings to claimants’ skills, knowledge, and abilities
7. Delivering targeted Labor Market Information related to the claimant’s occupational interests
8. Revising resumes to improve claimants’ employment prospects
9. Recommending and referring training to interested claimants
10. 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

11. Recording and processing all pertinent RESEA data into INET for UI record-keeping, including:

• • Entering narratives
  • Changing control dates
  • Processing week(s) of benefits

12. Setting eligibility issues in INET to safeguard the UI Trust Fund
13. Answering general UI questions
14. Recording appointment and workshop results in spreadsheets

Efficiency

1. Ensuring timely entry and accuracy of data into both Arkansas JobLink and INET systems.
2. Managing caseloads to prioritize services for claimants most at risk of exhausting benefits.
3. Streamlining service delivery by utilizing available tools, databases, and resources effectively.
4. Follow standard operating procedures to reduce delays and improve service consistency.

Communication

1. Answering telephone calls routed to the RESEA Hotline.
2. 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.

3. Responding to inquiries and requests from other ADWS UI units regarding individual claims.
4. Effectively explaining reemployment plans, eligibility issues, and available services to claimants.
5. Collaborating with community partners and internal teams to coordinate referrals and services.

Initiative

1. Proactively identifying claimants’ needs and suggesting appropriate services, training, or referrals.
2. Seeking opportunities to improve claimant outcomes through personalized support and coaching.
3. Staying informed of changes in UI policy, labor market trends, and available community resources.
4. Adheres to all agency policies
5. Reports to their duty station and is ready to work at 8:00 AM and performs works until 4:30 PM
6. 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.