Unemployment Insurance Specialist

Unemployment Insurance Specialist

Organization:
Job & Family Services

Primary

Location:

United States of America-OHIO

Compensation: $26.54

Schedule:

Full-time, 8:00 AM - 5:00 PM

Classified Indicator:
Classified

Union: OCSEA

Primary Job Skill:
Customer Service

Technical

Skills:

Computer Literacy, Customer Research, Interviewing, Customer Service

Professional

Skills:

Analyzation, Attention to Detail, Critical Thinking, Customer Focus, Time Management, Verbal Communication, Written Communication

Who We Are:

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through programs such as Cash and Food Assistance, Employment Services and Workforce Development, Unemployment Insurance, Adult Protective Services, Child Support, and Public Service.

Guiding Principles:
We are a leader in customer satisfaction and attract and retain talented, diverse, and dedicated employees while continuously improving our services.

Office of Unemployment Insurance Operations (OUIO) administers Ohio’s unemployment insurance program, providing short-term income to unemployed workers and bolstering local economies.

• Examine and resolve complex UI accounts, cases, and applications.
• Provide policy guidance and operating‑system support to central and field office staff.
• Lead training and mentor lower‑level examiners.
• Handle difficult inquiries from the public, employers, legislators, and stakeholders.
• Analyze case facts, assess credibility, and apply laws, rules, and policies to adjudicate claims.
• Conduct comprehensive case reviews from initial evaluation through resolution.
• Perform fact‑finding to determine if additional information is needed.
• Gather information through interviews or written correspondence and clarify conflicting or ambiguous details.
• Identify potential fraud and refer cases to fraud specialists or auditors.
• Research and verify information using multiple databases to determine benefit eligibility.
• Issue administrative appeal decisions and represent the OUIO through written and verbal communication.
• Participate in meetings with internal and external partners as needed.
• Respond to inquiries from claimants, employers, and other parties via phone, email, mail, and other communication methods.
• Explain claim status, program requirements, and unemployment processes clearly and accurately.
• Resolve complex and multi‑faceted claim issues in collaboration with relevant parties.
• Monitor and manage voicemail and email accounts to ensure timely responses.
• Provide training sessions, presentations, and support for program operations.
• Participate in Rapid Response sessions and other outreach activities.
• Perform related tasks, including attending training and meetings as required.
• Use computer systems to prepare correspondence, reports, and other documentation.
• Maintain accurate logs, records, and files.

This role requires experience evaluating program eligibility and supporting organizational communication and development. Core competencies include decision‑making, analysis, communication, training support, compliance with state and federal guidelines, analytical thinking, attention to detail, consistency in policy application, confidentiality, professionalism, and the ability to prioritize cases and manage workload volume.

Full time. Standard workdays are Monday through Friday, 8:00 AM to 5:00 PM.

This position will be headquartered in an ODJFS facility in Columbus, Akron, or Dayton, based on proximity to the applicant’s home address. Travel is required as needed; applicants must provide their own transportation or have a valid driver’s license for operating a state vehicle.

The ideal candidate must have at least one of the following:

• 24 months experience as an Unemployment Insurance Examiner.
• 24 months experience interpreting, applying, and making decisions for program eligibility or liability (e.g., unemployment insurance, workers’ compensation, income tax, debt collection) plus 6 months training or experience in developing correspondence, 12 months training or experience in customer contact, and 6 months experience in operating a personal computer.
• Completion of undergraduate coursework in business administration, public administration, human services, or social sciences plus 6 months training or experience in developing correspondence, 12 months training or experience in customer contact, and 6 months experience in operating a personal computer.
• Equivalent minimum class qualifications for employment noted above.

Step 1 (currently $26.54 per hour) / $55,203 per year. The range for Pay Range 30 progresses annually after an initial 6‑month period. The table below summarizes step wages.

Pay Range 30:
Step 1 – $26.54 (hourly) / $55,203 (annual)
Step 2 – $27.56 / $57,325
Step 3 – $28.76 / $59,821
Step 4 – $30.10 / $62,608
Step 5 – $31.47 / $65,458
Step 6 – $32.84 / $68,307
Step 7 – $34.53 / $71,822