Job Description
Do you have a heart for public service? Are you passionate about helping others succeed? If so, Iowa Workforce Development is seeking a dedicated Workforce Advisor serving within the UI Division, Benefits Bureau. We value professionals who bring a positive, solution focused attitude and thrive with community impacts. If you’re driven by mission, collaboration, and making a real impact, we encourage you to apply.
New hires will start at the base salary of $24.23 hourly, $1,938.40 bi-weekly, $50,398.40 annually.
Position Details
- Location: 1000 E Grand Avenue, Des Moines, Iowa 50319
- Schedule: Full-time | Monday – Friday | 8:00 AM – 4:30 PM
- Work Flexibility: current practice allows teleworking and alternate work schedules after successful completion of probation and training.
Position Overview Responsible for answering a high volume of customer service calls to answer questions, troubleshoot and provide guidance to claimants and employers to ensure accurate claim processing and documentation. Processes and adjudicates unemployment insurance claims by conducting fact-finding interviews, analyzing information, applying federal and state laws and regulations, and determining benefit eligibility. Supports team development through mentoring, training, and technical assistance to promote quality customer service and compliance with unemployment insurance policies and procedures
Primary Responsibilities Fact-Finding and Customer Service
- Answer customer service calls in a call center environment, accurately troubleshoot claim issues, provide appropriate responses, and document interactions with clear case notes.
- Conduct scheduled and unscheduled interviews with claimants and employers to gather complex and relevant facts regarding separation issues, errors, discrepancies, and work search information for unemployment insurance purposes.
- Prepare detailed, grammatically correct interview notes and statements that are clear, accurate, and easily understood by others.
- Review and comprehend documents submitted for evaluation and consideration in unemployment insurance claims.
- Apply interstate, intrastate, and federal unemployment insurance laws, rules, and regulations to determine claim eligibility and adjudicate issues in a timely manner.
- Contact claimants and employers to obtain additional information, clarify discrepancies, and gather rebuttals or missing statements regarding potentially disqualifying issues.
- Analyze facts and supporting evidence gathered during the fact-finding process and apply unemployment insurance laws, rules, and policies to determine benefit eligibility, impose disqualifications, authorize benefit payments, and establish appropriate employer charges or relief.
- Advise claimants and employers of their legal rights and responsibilities under unemployment insurance laws, rules, and regulations.
- Serve as a resource for applicants, claimants, employers, attorneys, employer representatives, and other interested parties by responding to inquiries regarding unemployment insurance benefits, claims, laws, rules, and regulations.
- Explain monetary eligibility, special claims programs (combined wage, federal, military, interstate, disaster, and extended benefits), potential claim issues, applicable laws and provisions, benefit overpayments, and department policies and procedures.
- Communicate claim determinations and explain claim dispositions to claimants, employers, attorneys, and employer representatives.
- Inform customers of additional services, resources, and opportunities available through other state agencies.
Claims Processing and Benefit Determination
- Review and evaluate all information gathered during interviews to determine unemployment insurance claim status across multiple programs, including Intrastate, Federal, UCX, CWC, TRA, DUA, and Extended Benefits.
- Determine appropriate employer notifications regarding unemployment insurance claims and ensure employers and claimants receive proper notification of monetary and non-monetary decisions.
- Explain the process of transferring wage information between states and agencies to claimants, following criteria established in U.S. Department of Labor manuals, and completes required Advisor-level processing steps.
- Investigate missing wage information, explain the process to claimants, and determine appropriate charges to employer accounts.
- Resolve Never Worked Here and Wrong Last Employer issues by explaining correction procedures to customers and completing required Advisor-level processing steps.
- Review and screen employer responses to determine which issues require fact-finding interviews and which can be adjudicated without an interview.
- Enter and process Notices of Claims and non-monetary benefit decisions into the unemployment insurance system.
- Schedule one-party and two-party fact-finding interviews to gather information needed for claim adjudication.
- Prepare and organize documentation for data entry and Records Management.
- Review and determine claimant overpayments and underpayments while ensuring employers are charged accurately and appropriately.
- Process assigned work items and claim-related tasks accurately and within established deadlines.
Training, Mentoring, and Support
- Assist in mentoring and training new and current Benefit team members on all aspects of unemployment insurance laws, rules, policies, and procedures.
- Provide guidance and demonstrate technical knowledge and quality customer service skills to support employee development and consistent service delivery.
- Train and support team members in understanding and applying complex unemployment insurance laws, rules, and regulations.
- Provide technical training and assistance with computer systems and applications, including Microsoft Office products, the IowaWORKS unemployment/reemployment system, electronic records management, and specialized telephone systems.
Other duties assigned
What You’ll Bring Strong analytical, communication, problem-solving, and customer service skills. The ability to make accurate and timely decisions, manage complex claims, maintain detailed documentation, and effectively assist claimants and employers. Technical proficiency, attention to detail, adaptability, and the ability to mentor and support team members while maintaining quality service and productivity.
About Iowa Workforce Development Iowa Workforce Development is committed to supporting Iowans and employers through comprehensive workforce services. Our statewide network provides resources for employment, training, disability assistance, unemployment services, and more.
Benefits
Working for the State of Iowa comes with its perks. In addition to a competitive salary, you'll enjoy a comprehensive benefits package designed to support your well-being and professional growth:
- Health, Dental, and Vision Coverage: Health and dental insurance packages to keep you and your family healthy at a low cost with outstanding coverage!
- Paid Time Off: Take time to recharge with paid time off, including vacation (96 hours/year to begin, increasing with years of service), sick leave (144 hours/year), and paid holidays (9 days/year).
- Retirement Plans: Participate in retirement plans such as IPERS (employees contribute 6.29% and the State of Iowa contributes 9.44%) as well as our Retirement Investors Club (RIC), Employer Sponsored Retirement Plan (the State of Iowa matches dollar for dollar up to $75/month).
- Flexible Spending Accounts: Take advantage of flexible spending accounts for medical and dependent care expenses.
- Insurance Coverage: Benefit from life insurance and free long-term disability insurance for added peace of mind.
- Employee Assistance Program: Access resources and support through our Employee Assistance Program for personal and professional challenges.
- Employee Discount Programs: Enjoy discounts on a variety of goods and services through our employee discount programs.
For additional information on benefits click here.
Click here to see how we compare with other employers or offers by using our Total Compensation Calculator.
The State of Iowa participates in E-Verify; a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.
No applicant for employment with the Iowa Department of Workforce Development can have a current, ongoing overpayment balance with Iowa Workforce Development without a payment plan in place. Select positions will be subject to a criminal background check.
Minimum Qualification Requirements Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
- Graduation from an accredited four-year college or university with a degree in any field.
- Four years of full-time work experience in career services, teaching or training to improve skills, job coaching, providing human services to individuals in need, sales, customer service, call center operations, or human-resources-related services involving interviewing, reviewing job applications, conducting employment-related assessments, or job placement.
- A total of four years of education and/or full-time experience (as described in number two), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
- Current, continuous experience in the state executive branch that includes twelve months of full-time work as a Workforce Associate.
For additional information, please click on this link to view the job description.
Benefits
Why Choose the State of Iowa? At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice.
Our Robust Benefits Package Includes:
Competitive Compensation:
Enjoy a competitive salary that reflects directly on your skills and expertise. Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendly Total Compensation Calculator. Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.
Health and Wellness:
Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.
Retirement Planning:
We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind. Click here to learn more about IPERS.
Paid Time Off:
Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.
Professional Development:
Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.
Employee Assistance Program (EAP):
We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.
Diversity and Inclusion:
Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.
Join Us - Elevate Your Career:
Ready to elevate your career with the State of Iowa? Click here to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!