Job Service Rep I - CONTINUOUS POSTING

Commonwealth of Massachusetts; Brockton (MA); On-site; USD 62,303 - 87,213; Full time

Job summary

The Commonwealth of Massachusetts is hiring a Job Service Rep I in Brockton. This long-term seasonal position involves analyzing unemployment claims and determining eligibility for benefits. Duties include conducting interviews, issuing timely determinations, and advising claimants. Candidates should have at least two years of relevant experience, with a preference for bilingual applicants. The role offers a hybrid work schedule and various employee benefits.

Qualifications

• At least two years of experience in personnel interviewing, employment counseling, or similar fields.
• Ability to work independently and maintain privacy during calls.
• Bilingual is preferred.

Responsibilities

• Analyze claims and determine eligibility for benefits.
• Conduct interviews to gather necessary information.
• Issue timely determinations on claims.
• Advise claimants and employers of their appeal rights.

Education

Associate's degree

Bachelor's degree or higher

Job description

An Official website of the Commonwealth of Massachusetts

Job Description

Job Service Rep I - CONTINUOUS POSTING - (260003IG)

The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.

Positions available in Brockton and Boston

Incumbents in this series make determinations on eligibility for benefits in disputed claims after gathering necessary information through interviews; issue timely determinations with appropriate rationales to parties in accordance with Massachusetts Employment Security Law; and perform related work as required.

Detailed Statement of Duties and Responsibilities

• Analyze claims by reviewing available data to identify and prioritize potential eligibility issues.
• Investigate issues by conducting fact‑finding interviews by telephone or via the online system to gather information from claimants and employers and/or their representatives.
• Analyze data obtained from investigations and apply relevant laws, rules, regulations and precedents to formulate legal conclusions concerning eligibility for benefits in dispute.
• Write and issue timely determinations approving, or denying benefits which contain sufficient facts, reasons and law to enable interested parties to protect their rights.
• Access and verify claim information and update records using the online system.
• Advise claimants, employers, and/or their representatives, by telephone or via the online system, of appeal rights and procedures in cases of adverse determinations.
• Provide information on unemployment insurance programs to employers, claimants and the general public by telephone or via the online system.
• Interview claimants and employers of agency unemployment insurance (UI) programs, by telephone or via the online system, to obtain and record data required to determine initial and/or ongoing eligibility of claimants and employers for programs or services.
• Perform related duties as assigned.

THIS IS A LONG-TERM SEASONAL POSITION WITH AN EXPECTED DURATION OF NINE MONTHS FROM DATE OF HIRE. THE DURATION OF EMPLOYMENT IS BASED ON AVAILABLE FUNDING AND/OR DUA WORKLOAD.

Bilingual is preferred.

Incumbents are required to:

• Work Monday – Friday from 8:30 AM – 5:00 PM.
• Have secure Broadband (10MBPS) internet speed connection to maintain full bandwidth coverage.
• Upon completion of the required in-person training, incumbents will perform duties in the office 3 days per week and remotely the remainder of the week.
• Telework opportunities must be at a commutable distance to the Brockton or Boston DUA office.

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

Applicants must have (A) at least two (2) years of full‑time, or equivalent part‑time professional or paraprofessional experience in personnel interviewing, vocational counseling, employment counseling, rehabilitation counseling, educational counseling, credit collection, credit interviewing, credit investigation, claims adjudication, claims settlement, claims examining, claims, investigation, claims interviewing, social work or social casework, or (B) any equivalent combination of the required experience and the substitutions below.

Substitution

• An Associate's degree may be substituted for one (1) year of the required experience.
• A Bachelor's degree or higher may be substituted for the required experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Aff... Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title: Job Service Rep I

Primary Location: United States-Massachusetts-Brockton - 226 Main Street

Job: Community and Social Services

Agency: Department of Workforce Development

Schedule: Full-time

Shift: Day

Job Posting: May 8, 2026, 4:41:21 PM

Salary: 62,303.54 - 87,213.36 Yearly

If you have Diversity, Aff... contact Diversity Officer / ADA Coordinator : Karen Haynes‑Clifton - 6176265138

Potentially Eligible for a Hybrid Work Schedule: Yes