Supervises Unemployment Insurance (UI) Specialists, coordinating and directing the activities of a unit providing unemployment insurance services to clients.

Positions at this level work under general direction and are responsible for the delivery of UI services. Manages the most highly complex UI claims. Supervises staff or program experts that manages a program.

Provides guidance to subordinate staff, ensuring they provide good customer service in the delivery of services by monitoring quality, performance, and productivity;

Answers the highly complex questions from employers, claimants and others advising those affected based on UI laws, policies and procedures;

Researches and identifies complex issues or facts to respond to customer inquiries and program complaints;

Supervises a team of UI Specialists; performs timesheet recording for team, track and approve leave; Writes performance expectations and evaluates staff performance, providing regular feedback to staff; Interviews and recommends new hires for positions within unit;

Manages program requirements for assigned programs.

Reviews non-monetary decisions to advise UI Specialist 5 staff and determines if further action is needed;

Provides expert technical assistance, training and guidance to employees regarding the Department’s unemployment insurance laws, policies, processes and procedures;

Resolves low-level personnel issues by using established processes;

Coordinates with manager and HR staff to resolve escalated personnel issues;

Monitors team members’ workload, productivity and work product quality;

Serves on and leads process improvement efforts, coordinating the work of internal process improvement teams and working with agency-wide process improvement teams;

Acts as manager is their absence;

Performs other duties as required.

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

A Bachelor's degree in social science, business administration, public administration, or related field and two years of supervisory experience providing customer service in areas such as unemployment insurance, social services, human resource services, education, public relations, benefits programs, and insurance claims


A combination of education and/or relevant experience.


One year of experience as an UI Specialist 5;

Two years of experience as an Employment Security Program Coordinator 2 in an Unemployment Insurance program and two years of full-time experience making either eligibility determinations and authorizing unemployment insurance benefits or applying unemployment insurance laws in the adjudication and writing of the full range of non-monetary determinations. Experience may be concurrent.

New class: 7-3-00.
Revised minimum qualifications: 1-11-02.
Revised work period designation: 11-15-02.
Revised definition, distinguishing characteristics, typical work statements, knowledge and abilities and minimum qualifications, adopted 06/13/2019, effective 07/01/19.
Abolished job class adopted June 22, 2023, effective July 1, 2023. See ES Benefits Specialist series.