This is the Supervisor and/or expert level of the series. Supervises WorkSource Specialists and/or serves as a designated program expert. 

As a designated program expert, oversees, directs, and coordinates region-wide special projects, programs or contracts for a Regional Office. 

Oversees, directs, supports, and supervises a unit of professional staff. Facilitates the coordination and delivery of services to customers.

Under administrative direction, positions perform one or more of the following:

• As a designated program expert, positions are responsible for complex region wide projects, programs or contracts.  Coordinates and provides highly complex program services to customers.
• Supervises one or more units of professional and other staff providing delivery of services through Employment Security Department programs, contracts and grants in the WorkSource system.  Positions are responsible for providing oversight of day-to-day office operations; meeting program goals, performance measures and recommending strategies for improvement and resolving customer complaints.

Expert:  

Coordinates and provides highly complex program services to customers;  

Supervises volunteers; and may functionally oversee partner staff;

Interprets and applies federal, state, and local program laws and policies; reviews, approves, and/or disapproves exceptions to policy;  

Develops, monitors, and recommends budget changes and expenditures; approves purchases, supportive service vouchers and exceptions; 

Oversees department contracts, programs and services to meet or exceed performance measures; establishes measurable goals and expectations, initiatives, and indicators in support of the agency mission, vision, business goals, workforce and WorkSource system; 

Participates in all WorkSource activities; meets regularly with partner agencies to promote integration and ensures high-quality customer service to co-enrolled customers; works with area teams to establish or modify processes or procedures and resolve problems;

Builds collaborative community relationships through networking and participating in community meetings and events; engages in public relation presentations, forums, and partnership functions; researches and recommends leveraging of resources and development of new programs; communicates and works closely with internal and external partners; 

Supervise: 

Supervises units of multiple staff and/or multiple programs; schedules work assignments and resolves scheduling issues/conflicts; evaluates, coaches, and mentors staff in meeting expectations and achieving their professional goals; coordinates recruitment and selection of staff; resolves staff grievances and issues and takes corrective action if necessary; approves travel, training, leave, and timesheets;  

Supervises administrative support staff;

Develops, implements, manages, and monitors agency WorkSource contracts, programs, and initiatives;  

Responsible for the oversight of day-to-day office operations; meets program goals, performance measures and recommends strategies for improvement; resolves customer complaints;  

Promotes, leads and facilitates continuous quality improvement processes; coordinates program and process management with partners;  

Manages program requirements and processes to ensure nondiscrimination, universal access, and equity in the delivery of services;  

Takes positive steps to ensure diversity and equity of opportunity in all employment related actions, e.g., selection, promotion, training, and work assignments;  

Performs other duties as required.  

Knowledge of: Department and partner programs and services; interviewing techniques and principles; agency policy and procedures; labor market trends, to include social and economic conditions; computer applications; basic principles of supervision.  

Ability to: communicate effectively, orally and in writing, in both group or individual settings; conduct effective interviews and meetings; lead and work in a team based environment; establish and maintain effective interpersonal relationships with customers, peers, management, staff and partners; perform advanced computer applications and internet operations; work with diverse populations; manage multiple resources; work in a fast paced environment demonstrating flexibility and ability to adapt to change; and recruit and engage customers into a system that provides a multitude of services to meet their needs.  

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 experience as a WorkSource Specialist 5 and designated as a lead worker within the Employment Security Department, or in an equivalent class with another state’s Employment Security agency.  

OR 

A Bachelor's degree social science, human resources, business administrations or related field, and five years of professional level experience, in social or human resource services, public relations, or public contact work, such as:  unemployment insurance, social services, human resource services, education, public relations, benefits programs, insurance claims, including one year as a designated lead worker or workforce development. 

A Master's degree will substitute for one year of the required experience.