This the entry level for the professional Unemployment Insurance (UI) Specialist series for claims receipt and processing. Performs claims intake and processing duties of routine and complex unemployment insurance claims that does not include determinations.

Under close supervision, provide professional receipt and processing of routine unemployment insurance claims while applying unemployment insurance program laws, rules, regulations, policies and procedures. Provides services or performs claims intake and processing duties of routine unemployment insurance claims that does not include determinations.

Assists claimants in the filing of basic and complex UI claims;

Investigates and takes action on customer calls;

Identifies specific issues relative to eligibility and refers to higher-level staff for determination;

Conducts telephone interviews, reviews and obtains work history, verifies earnings and hours of work to complete routine claims;

Responds to complaint calls from claimants and, if necessary, escalates to appropriate level;

Resolves unemployment insurance claims issues within level of responsibility;

Answers basic questions from employers, claimants, and others;

Contributes to process improvement efforts;

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.

One year as an Unemployment Insurance Specialist 1 or in an equivalent class within the Employment Security Department, or in another state's Employment Security agency.


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


A combination of education and/or relevant experience.

New class: 7-3-00.
Revised minimum qualifications: 1-11-02.
New class code: (formerly 30690) effective July 1, 2007.
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.