UI Appeals Manager - Staff Spt

📍 Job Overview

Job Title: UI Appeals Manager - Staff Support

Company: Georgia Department of Revenue

Location: Atlanta, Georgia, United States

Job Type: Full time

Category: Government & Public Sector / Management & Leadership / Administrative

Date Posted: August 19, 2026

Experience Level: Mid-Senior Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• This role is critical for overseeing the adjudication and disposition of contested Unemployment Insurance (UI) cases within the Georgia Department of Labor (GDOL).

• The UI Appeals Manager will be responsible for ensuring adherence to federal and state laws, department policies, and program performance metrics through effective staff supervision and process management.

• This position requires a strong blend of leadership, regulatory compliance expertise, and administrative management to support the tribunal's operations and serve Georgia's citizens.

• The role involves managing administrative duties, developing and implementing procedures, and ensuring robust training programs for subordinate staff.

📝 Enhancement Note: While the job title is "UI Appeals Manager - Staff Support," the core responsibilities and "Essential Functions" clearly indicate a direct management role over staff involved in unemployment insurance appeals, rather than purely a support function. The "Staff Spt" likely refers to staff support in the context of managing and overseeing the staff who handle appeals. The role is positioned within the "UI Appeals Department" and involves directing staff activities and supervising subordinate staff, aligning it with a management or leadership track within public administration.

📈 Primary Responsibilities

• Directs and oversees the daily activities of subordinate supervisors and staff within the UI Appeals Department to ensure efficient case processing and achievement of program performance measures.

• Ensures strict compliance with all applicable federal and state laws, regulations, departmental policies, and procedures governing Unemployment Insurance appeals.

• Supervises, guides, mentors, and provides instruction for the work assignments and professional development of subordinate staff, fostering a high-performance team environment.

• Manages a comprehensive range of office administration duties for assigned program areas, handling complex tasks and potentially sensitive, confidential information with discretion.

• Recommends and develops new policies and procedures, and implements existing ones in alignment with departmental strategic objectives and operational best practices.

• Creates, plans, and monitors effective training programs for subordinate staff to enhance their skills, knowledge, and adherence to compliance standards.

• Conducts research, investigates complex program data or emerging issues, and prepares detailed reports or presentations for senior leadership and stakeholders.

• Represents the UI Appeals program or unit in interactions with internal and external customers, providing clear information, assistance, and issue resolution.

• Performs other related duties as assigned to support the mission and operational needs of the Georgia Department of Labor.

📝 Enhancement Note: The primary responsibilities highlight a blend of operational management, compliance oversight, and staff development, which are core to public sector administrative roles. The emphasis on directing staff, ensuring compliance with regulations, and managing office administration points to a need for strong process orientation and leadership within a structured governmental framework.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a related field (e.g., Public Administration, Law, Business Administration, Criminal Justice) from an accredited college or university. Experience:

• Minimum of six (6) years of experience in the area of assignment (Unemployment Insurance, regulatory compliance, appeals processing).

• A minimum of three (3) years of experience in a managerial or supervisory role.

• Alternatively, two (2) years of experience in a managerial or supervisory role plus a Bachelor's degree in a related field. Required Skills:

• Supervision & Leadership: Proven ability to lead and manage multiple teams or a significant department, including performance management and staff development.

• Regulatory Compliance: Deep understanding and application of federal and state laws, rules, and regulations pertaining to Unemployment Insurance and appeals processes.

• Critical Thinking & Analytical Skills: Ability to dissect complex issues, analyze data, and make sound judgments in case adjudication and policy development.

• Communication Skills: Exceptional written and verbal communication skills for clear reporting, instruction, stakeholder engagement, and public interaction.

• Problem Solving: Demonstrated ability to independently identify, analyze, and resolve complex operational and case-specific issues effectively.

• Microsoft Office Proficiency: Intermediate to advanced skills in Microsoft Word (document creation, editing) and Microsoft Excel (data analysis, reporting, spreadsheet management).

Preferred Skills:

• Two or more years of experience supervising or training claims examiners.

• Two or more years of experience handling or processing appeals related to unemployment insurance claims.

• Three or more years of customer service experience, particularly in a public-facing or sensitive capacity.

• Experience with policy development and procedure implementation within a government agency.

• Familiarity with case management systems and workflow automation tools relevant to government operations.

📝 Enhancement Note: The qualifications emphasize a combination of formal education and substantial practical experience, particularly in supervisory roles within government or regulatory environments. The inclusion of specific software skills like Microsoft Word and Excel, alongside softer skills like critical thinking and communication, indicates a need for a well-rounded professional capable of both strategic oversight and day-to-day operational management. The preferred qualifications suggest a strong preference for candidates with direct experience in the unemployment insurance domain.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Management & Adjudication: Demonstrations of successful management of processes for handling contested cases, including workflow design, queue management, and timely disposition. Examples should highlight how efficiency was improved.

• Compliance & Policy Adherence: Evidence of implementing and enforcing policies and procedures to ensure adherence to federal and state laws. Case studies on resolving compliance issues or developing new compliance protocols are valuable.

• Staff Management & Development: Examples of how you have supervised, trained, and developed teams. This could include training program design, performance improvement plans, or mentorship initiatives.

• Process Improvement & Efficiency: Documentation of past initiatives to enhance operational efficiency, reduce processing times, or improve accuracy in an administrative or regulatory setting. Quantifiable results (e.g., percentage reduction in backlog, improved accuracy rates) are highly desirable.

Process Documentation:

• Workflow Design & Optimization: Ability to map existing workflows, identify bottlenecks, and design optimized processes for case intake, hearing, adjudication, and final disposition.

• Implementation & Automation: Experience in implementing new procedures or leveraging technology (even basic tools like Excel macros or workflow templates) to streamline operations and reduce manual effort.

• Measurement & Performance Analysis: Proven capability to define key performance indicators (KPIs), track progress against metrics, and analyze data to report on program performance and identify areas for improvement.

📝 Enhancement Note: For a role managing appeals and staff within a government department, a portfolio should showcase practical experience in process management, compliance, and team leadership. The emphasis is on demonstrating the ability to not only manage existing processes but also to improve them, ensuring legal compliance and efficient service delivery. Quantifiable results are crucial for demonstrating impact.

💵 Compensation & Benefits

Salary Range: $61,182.00 per year

Benefits:

• Retirement and Savings Plans: Comprehensive retirement plans and savings options.

• Health Insurance: Multiple health insurance plan choices to cater to diverse employee needs.

• Flexible/Voluntary Benefits:

  • Flexible Spending Accounts (Healthcare and Dependent Care)
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Disability Insurance
  • Long Term Care Insurance
  • Legal Insurance

• Paid Time Off:

  • 13 Paid Holidays annually
  • Generous Annual Leave accrual
  • Sick Leave accrual
  • Other Leave provisions, including Parental Leave.

• Employee Assistance Program (EAP): Support services for employees facing personal or work-related challenges.

• Employee Discounts: Access to various discounts on goods and services.

• Employee Purchasing Program: Opportunities for discounted purchases.

Working Hours:

• Standard day shift hours, typical of government operations. While not explicitly stated as flexible, government roles generally adhere to a set schedule, often around 40 hours per week.

📝 Enhancement Note: The provided salary of $61,182.00 per year is a specific figure. For context, this falls within the mid-range for managerial roles in public administration in the Atlanta area, considering the experience requirements. The benefits package is extensive, typical of state government employment, offering significant value beyond base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (State of Georgia, Department of Labor)

Company Size: Large Enterprise (State Government is a vast employer with numerous agencies and hundreds of thousands of employees across all departments). The Georgia Department of Labor itself is a significant agency with a substantial workforce.

Founded: The State of Georgia's government structure has deep historical roots, with the Department of Labor evolving over time. Its modern iteration likely dates to the mid-20th century, reflecting the establishment of unemployment insurance systems.

Team Structure:

• Operations Team: The UI Appeals Department is a specialized unit within the Georgia Department of Labor, focused on the adjudication and resolution of contested unemployment insurance claims.

• Reporting Structure: The UI Appeals Manager reports to a higher-level director or division head within the Department of Labor. They, in turn, supervise subordinate supervisors and/or a team of claims examiners and administrative staff.

• Cross-Functional Collaboration: This role will likely collaborate with other departments within the GDOL (e.g., initial claims processing, legal counsel, policy development) and external entities such as federal labor agencies, employers, and legal representatives.

Methodology:

• Data Analysis & Insights: Focus on utilizing data from case processing, performance metrics, and compliance audits to inform management decisions, identify trends, and drive process improvements.

• Workflow Planning & Optimization: Employ structured methodologies to design, implement, and refine workflows for efficient and fair adjudication of UI appeals, ensuring adherence to legal frameworks.

• Automation & Efficiency Practices: Seek opportunities to leverage technology, even basic tools, to automate repetitive tasks, improve data accuracy, and enhance overall operational efficiency within the appeals process.

Company Website: https://dol.georgia.gov/

📝 Enhancement Note: The Department of Labor operates within a public service framework, emphasizing fairness, compliance, and efficiency in serving citizens and employers. The culture is likely structured, process-oriented, and focused on adherence to legal mandates and departmental policies. The ongoing transformation mentioned in the JD suggests an environment that values adaptability and forward-thinking approaches within its public mission.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior management level within the public sector. It involves significant responsibility for operational execution, staff management, and ensuring regulatory compliance. It's a step beyond individual contributor or lead roles, requiring strategic oversight of a functional area.

Reporting Structure: The UI Appeals Manager typically reports to a Division Director or Assistant Commissioner within the Georgia Department of Labor. They will directly manage subordinate supervisors and/or a team of appeals specialists. This structure allows for direct oversight and implementation of departmental directives.

Operations Impact: The role has a direct impact on the fairness and efficiency of the unemployment insurance system, affecting individuals and businesses in Georgia. Effective management ensures timely and accurate resolution of disputes, maintains public trust in the system, and ensures the state's compliance with federal labor laws, which can have significant financial and legal implications.

Growth Opportunities:

• Vertical Progression: Potential to advance to higher management positions within the Department of Labor, such as Director of Appeals, Division Director, or Assistant Commissioner roles, overseeing broader operational areas.

• Skill Specialization: Opportunities to deepen expertise in specific areas of labor law, administrative procedures, or public sector management through continued professional development and on-the-job learning.

• Leadership Development: Participation in leadership training programs offered by the state, focusing on strategic planning, change management, and advanced managerial skills.

• Cross-Departmental Opportunities: Potential to move into management roles in other GDOL divisions or other state agencies that require similar administrative and regulatory oversight skills.

📝 Enhancement Note: State government roles often offer stable career paths with clear progression opportunities. Growth is typically based on performance, tenure, and the acquisition of specialized knowledge and leadership skills relevant to public administration and labor law.

🌐 Work Environment

Office Type: The position is located at 148 Andrew Young International Blvd. NE, Atlanta, Georgia, 30303, which is a professional office setting within a state government building.

Office Location(s): The primary work location is Atlanta, Georgia. The address provided suggests a central office location within the city.

Workspace Context:

• Collaborative Environment: While managing staff, the role involves interaction with subordinates, peers in other departments, and potentially external stakeholders. The office environment will likely support both focused work and collaborative discussions.

• Operations Tools & Technology: Access to standard office technology, including computers, network access, and relevant GDOL internal systems for case management, data tracking, and communication. Proficiency in Microsoft Office Suite is explicitly required.

• Team Interaction: Opportunities for regular interaction with the UI Appeals team, including supervisors and staff, for guidance, problem-solving, and team meetings.

Work Schedule:

• The role specifies a "Day" shift, indicating standard business hours, typically Monday through Friday. Government roles usually adhere to a fixed schedule, often around 40 hours per week.

📝 Enhancement Note: Working within a state government agency in Atlanta implies a professional, structured office environment. The focus is on operational efficiency and service delivery within established protocols.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Applications will be reviewed against the minimum and preferred qualifications. Only those meeting the criteria will be considered.

• Skills Assessment/Written Exercise: Candidates may be asked to complete a written exercise or skills assessment, potentially involving scenario-based questions related to managing staff, handling appeals, or ensuring compliance. This is common for roles requiring specific analytical and problem-solving abilities.

• Panel Interview: A formal interview, likely with a panel including HR representatives and senior management from the Department of Labor, to assess leadership capabilities, experience, and cultural fit. This stage will delve into your resume and qualifications.

• Portfolio Review (Implicit): While not explicitly stated as a separate step, expect to discuss your experience in detail during interviews. Be prepared to provide specific examples of your achievements in staff management, process improvement, and compliance, which effectively serve as a verbal portfolio walkthrough.

• Final Selection: Based on overall assessment, including interview performance, qualifications, and potentially reference checks.

Portfolio Review Tips:

• Quantify Achievements: For any project or initiative you discuss, aim to quantify the results. For example, "Reduced average case processing time by 15%" or "Improved staff adherence to procedural guidelines by 20% through targeted training."

• STAR Method: Structure your examples using the STAR method (Situation, Task, Action, Result). This provides a clear and concise narrative of your accomplishments.

• Focus on Management & Compliance: Highlight instances where you successfully managed teams, resolved performance issues, implemented new policies, or ensured compliance with complex regulations.

• Address Challenges: Be prepared to discuss challenges you've faced in managing teams or processes, and how you overcame them. This demonstrates resilience and problem-solving skills.

• Tailor to GDOL: Research the Georgia Department of Labor's mission, current initiatives (like their transformation efforts), and values. Weave these into your responses to show alignment.

Challenge Preparation:

• Scenario-Based Questions: Anticipate questions asking how you would handle specific situations, such as:

  • A team member consistently missing deadlines.
  • A complex appeal case with conflicting evidence.
  • Implementing a new departmental policy.
  • Managing conflicting priorities from different stakeholders.

• Leadership Philosophy: Be ready to articulate your management style, your approach to employee motivation, and your philosophy on ensuring fair and consistent application of rules.

• Understanding of UI: Refresh your knowledge on the general principles of unemployment insurance and the appeals process, even if you have prior experience.

📝 Enhancement Note: Given the nature of a government role, the interview process will likely be structured and thorough, focusing on adherence to process, compliance, and demonstrable management skills. A strong emphasis will be placed on how candidates can uphold the department's mission and legal obligations.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft Office Suite:

  • Microsoft Word: For drafting reports, official documents, policy guidelines, and internal communications.
  • Microsoft Excel: Essential for data analysis, creating spreadsheets for tracking performance metrics, managing staff data, and generating reports. Intermediate to advanced skills are required.

• Internal GDOL Systems: Proprietary systems used by the Georgia Department of Labor for case management, claimant information, employer data, and workflow tracking. Specific names are not provided, but proficiency in learning and using such systems is expected.

Analytics & Reporting:

• Excel-based Reporting: Likely used for day-to-day analysis and reporting on team performance, case volumes, and compliance metrics.

• GDOL Reporting Tools: Internal dashboards or reporting modules within GDOL's core systems for generating official program performance reports.

CRM & Automation:

• CRM (Customer Relationship Management): While not explicitly a sales role, the GDOL interacts with numerous stakeholders (claimants, employers). Understanding principles of managing these interactions and data is beneficial. Core GDOL systems would likely serve this function.

• Workflow Automation: While advanced automation tools may not be explicitly required, the ability to implement process improvements using existing tools (like Excel macros, templates, or workflow design within GDOL systems) is valued.

📝 Enhancement Note: The technology stack is primarily focused on essential office productivity software and internal government systems. The emphasis is on leveraging these tools for effective management, data analysis, and compliance reporting rather than specialized operational software found in private sector GTM roles.

👥 Team Culture & Values

Operations Values:

• Integrity & Fairness: Upholding the principles of justice and impartiality in the adjudication of unemployment insurance appeals, ensuring all parties are treated equitably.

• Efficiency & Effectiveness: Striving for optimal operational performance, timely resolution of cases, and efficient use of state resources.

• Compliance & Accountability: Strict adherence to all federal and state labor laws, departmental policies, and maintaining accountability for individual and team actions.

• Service to Citizens: A commitment to serving the public by providing clear information, fair processes, and support to Georgians navigating the unemployment system.

• Continuous Improvement: Embracing the department's transformation by seeking opportunities to enhance processes, improve service delivery, and adapt to evolving needs.

Collaboration Style:

• Structured Communication: Interactions are likely formal and documented, following established protocols for reporting, requests, and approvals.

• Cross-Functional Integration: Working collaboratively with other GDOL departments to ensure seamless flow of information and consistent application of policies across different stages of the unemployment process.

• Process-Oriented Feedback: Providing and receiving feedback focused on operational procedures, compliance adherence, and performance metrics, aiming for continuous refinement of processes.

• Knowledge Sharing: Encouraging the sharing of best practices, legal updates, and procedural clarifications among team members to maintain a consistent and informed workforce.

📝 Enhancement Note: The culture is deeply rooted in public service, emphasizing trust, adherence to law, and efficient service delivery. The "transformation" mentioned suggests a move towards more agile and responsive operations while maintaining core governmental values.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing High Case Volumes: Dealing with fluctuating unemployment claims, especially during economic downturns, can create significant workload pressure on the team. Strategies for effective queue management and prioritization are key.

• Navigating Complex Legal Frameworks: Staying abreast of constantly evolving federal and state labor laws and ensuring consistent, accurate application in appeals can be challenging.

• Staff Performance & Motivation: Leading a team in a potentially high-stress environment requires strong motivational skills and effective performance management to maintain morale and productivity.

• Balancing Efficiency with Due Process: Ensuring that appeals are processed efficiently without compromising the thoroughness and fairness required for due process.

• Adapting to Technological Changes: Integrating new systems or processes as part of the department's transformation, while ensuring staff are adequately trained and supported.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in public administration, labor law, regulatory compliance, and team leadership through on-the-job experience and specialized training.

• Industry Conferences & Certifications: Opportunities to attend relevant conferences (e.g., National Association of State Workforce Agencies - NASWA) or pursue certifications in public administration, management, or specific areas of labor law.

• Mentorship & Leadership Development: Access to leadership development programs within the State of Georgia and potential mentorship from senior leaders within the Department of Labor.

📝 Enhancement Note: The challenges are typical of management roles in large public sector organizations, involving resource management, regulatory complexity, and human capital development. The growth opportunities are tied to career progression within the state system and specialization in public administration.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "Describe your approach to managing a team responsible for complex case adjudications while ensuring compliance with strict legal requirements. How would you balance efficiency with due process?" (Focus on process mapping, performance metrics, and legal adherence).

• Collaboration & Stakeholder Management: "How would you foster collaboration between your appeals team and the initial claims department to improve overall case flow and reduce errors? How would you handle disputes with legal counsel or employer representatives?" (Highlight communication, conflict resolution, and inter-departmental synergy).

• Problem-Solving: "Imagine a situation where there's a significant backlog of appeals due to unforeseen circumstances. Outline the steps you would take to address this, including staff management, process adjustments, and reporting to senior leadership." (Emphasize analytical skills, prioritization, and decisive action).

Company & Culture Questions:

• "Based on your understanding of the Georgia Department of Labor's transformation initiative, how would your leadership style contribute to achieving these goals within the UI Appeals Department?" (Research the GDOL transformation and articulate how your management approach aligns).

• "Describe your experience in developing and implementing training programs for staff. How do you ensure consistent understanding and application of policies and procedures?" (Focus on your ability to build capable teams and ensure compliance).

• "How do you measure the success of your team beyond just case processing times? What metrics are most important to you in a public service role?" (Emphasize fairness, accuracy, compliance, and citizen satisfaction). Portfolio Presentation Strategy:

• Case Study Focus: Prepare 1-2 detailed case studies showcasing your experience in managing a team through a significant operational challenge or compliance initiative. Use the STAR method.

• Metrics & ROI: If discussing process improvements, clearly articulate the metrics used (e.g., processing time, accuracy rate, staff productivity) and the tangible benefits (e.g., cost savings, improved service, reduced legal risk). While direct ROI might be harder to quantify in government, focus on efficiency gains and improved service delivery.

• Leadership Examples: Demonstrate your leadership through examples of how you mentored staff, resolved conflicts, or motivated your team to achieve challenging goals.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of public sector management, regulatory compliance, and people leadership. Be prepared to discuss specific examples of how you have applied these skills to achieve measurable results within a structured environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official application link provided. Ensure all sections of the application are completed thoroughly.

• Resume Optimization: Tailor your resume to highlight experience in supervision, regulatory compliance, administrative management, and any experience with unemployment insurance or appeals processes. Use keywords from the job description (e.g., "regulatory compliance," "staff supervision," "policy development," "case adjudication," "Microsoft Excel").

• Portfolio Preparation: Mentally prepare to discuss specific examples from your career that align with the responsibilities and qualifications. Focus on achievements in managing teams, improving processes, and ensuring compliance. Think in terms of the STAR method.

• Company Research: Thoroughly research the Georgia Department of Labor's mission, values, and recent initiatives, particularly their transformation efforts. Understand the importance of the UI Appeals process to the state and its citizens.

• Interview Practice: Practice articulating your experience and approach to leadership, problem-solving, and compliance using the types of questions outlined in the "Interview Preparation" section. Be ready to discuss your management philosophy and how you would contribute to the GDOL's goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.