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Hybrid Contact Center Agent

Date Posted:  Sep 21, 2022
Requisition ID:  379698

Fort Wayne, IN, US, 46806


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role.


Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.


About the Indiana Department of Workforce Development (DWD):

Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana’s employment future. If managed properly, Indiana’s workforce will be second to none and completely prepared for the next phase of the state and country’s economic growth.



This role is typically filled with a starting salary of $30,082.

About the Job:

The Program Specialist serves as a claims specialist in the administrative office of the Employment Security Division with specific program areas.

A Day in the Life:

The essential functions of this role are as follows:

  • Research and establish applicants’ entitlement to applicable program benefits.
  • Act as a consultant and specialist in programs for all local and administrative offices.
  • Research and recommend changes in program procedural problems and implements changes.
  • Coordinate program with regional office personnel and discuss and evaluate problems and program goals.
  • Prepare special statistical reports relative to program.
  • Review and evaluate local office for non-monetary determinations of applicants’ entitlement and unemployment insurance and recommends corrective action.
  • Research administrative office records on problem cases, analyze individual problems, and determine a course of action necessary to resolve the case.
  • Advise local office managers and claims deputies on entitlement and procedures of program.
  • Review manual procedures and keeps them current on special types of claims.
  • Attend and participate in regional and national meetings relating to program.
  • Make suggestions as to needed changes in procedural manuals and claims forms.
  • Assist in developing and designing required claims forms.
  • Anticipate and coordinate requisition of claims forms and informational material.
  • Follows-up on supply requisitions and deliveries.
  • Update contents and redesign special directories, calendars, informational leaflets and booklets.
  • Research manual and makes needed changes.
  • Develop, coordinate, and conduct training classes for program claims personnel.
  • Coordinate program and section needs relative to data processing.


The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

  • Specialized knowledge of one specific program area within Employment Security Division such as Federal Unemployment Insurance or Trade Readjustments Allowance.
  • Thorough knowledge of administrative and local office operational objectives and ability to effect smooth operational programs.
  • Knowledge of data processing capabilities as they relate to the specific program area.
  • Understanding of the laws relating to specific program area and the ability to interpret applicable rules and regulations.
  • Ability to write programs to install new revised procedures for the purpose of changes in the specific department or program area.
  • Effective communication skills. 
  • Ability to relate to personnel on state, interstate, regional and national level.

Supervisory Responsibilities/Direct Reports:

This role does not provide direct supervision to direct reports.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) as well as vision and dental plans
  • Wellness program (offers premium discount for the medical plan and gift cards)
  • Health savings account, which includes bi-weekly state contribution
  • Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
  • Deferred compensation 457B account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
    • 150 hours of paid new parent leave
    • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 on election years
  • Education Reimbursement Program
  • Group life insurance
  • Referral Bonus program
  • Employee assistance program that allows for covered behavioral health visits
  • Qualified employer for the Public Service Loan Forgiveness Program
  • Free Parking for most positions
  • Free LinkedIn Learning access


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Fort Wayne