Job DescriptionIncumbents of position will directly supervise and support a team of staff members who will be working in MassHire Career Centers throughout the Commonwealth. The incumbent’s team will be responsible for interviewing customers for unemployment insurance programs; explaining program policies and procedures to customers; referring customers to other agency programs; reviewing customer data and providing customer assistance; and performing related work as required.The incumbent will provide technical assistance and guidance to staff on fact-finding, the resolution of nonmonetary issues and the claims filing process. Interpret and explain relevant laws, regulations, policies and procedures as required to ensure effective operations and compliance with existing established procedures. In additional, the incumbent will be tasked with continuously monitoring the efficacy of the Program Integration unit and will be responsible for developing tracking and writing reports to be shared with executive leadership within the Department of Unemployment Assistance and the Executive Office of Labor & Workforce Development.
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