Workforce Advisor

Workforce Advisor

Salary

$50,398.40 - $74,068.80 Annually

Location

Des Moines - 50319 - Polk County, IA

Job Type

Full-time

Job Number

27-00279

Agency

309 Iowa Workforce Development

Opening Date

07/30/2026

Closing Date

8/9/2026 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Kim Passick (kimberlynn.passick@iwd.iowa.gov)/ Thenus Franklin (thenus.franklin@iwd.iowa.gov)

• Description
• Benefits
• Questions

Job Description

Iowa Workforce Development (IWD) is seeking full-time Workforce Advisors to join our team in Des Moines, IA in our Unemployment Insurance Division.

Position Details

• Location: 1000 E Grand Ave., Des Moines, IA
• Schedule: Full-time | Monday - Friday | 8:00 AM - 4:30 PM
• Work Flexibility: Hybrid telework and alternate schedules available after six months of employment and training have been completed.

Position Summary

Workforce Advisors provide exceptional customer service by assisting claimants with questions, concerns, and guidance related to unemployment insurance claims. Advisors interpret and apply state and federal unemployment insurance laws, rules, and regulations while using effective interviewing techniques to manage calls from claimants and employers.

Key responsibilities include guiding claimants through the unemployment insurance filing process. Workforce Advisors exercise independent judgment to gather and evaluate information necessary to determine non-monetary eligibility and support the adjudication process.

Key Responsibilities in this position:

• Manages high-volume of inbound and outbound calls in a timely manner in a call-center environment.
• Follow communication "scripts" when handling different subject matter.
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives for the customer.
• Build sustainable relationships and engage customers with professionalism and empathy when response is warranted.
• Keep accurate records of conversations in a standardized format when conducting interviews, taking notes of the conversations during the interview with active listening skills.
• Conducts fact finding interviews and adjudicated disputed or contested claims of gathering the information ultimately needed for determining monetary eligibility and the adjudication process.
• Determines the amount and level of information that is required of the claimant or employer for each claim on-the-spot, applies knowledge, and interprets federal and state law, rules, and regulations relating to unemployment insurance benefit programs including intrastate, interstate, federal, military, combined wage, Trade Readjustment Act, disaster unemployment assistance and extended benefit programs.
• Communicate with internal and external customers and answer any questions from claimants and employers.
• Completes fact finding interviews to determine eligibility for unemployment insurance claims, prescreens applicants by gathering key information from a database and assessing information.
• Exercises independent judgment in analyzing potentially disqualifying situations which include separation reasons, deductible earnings, backdating, continued claim errors and discrepancies, requirement to register for work, availability issues, and other potential disqualifying issues as deemed necessary.

Position Description:

All new hires will participate in an intensive 4 - week training class as part of the onboarding program. This training consists of classroom education, on-the-job, practice phone calls and an evaluation process at the completion to ensure position readiness for the Unemployment Benefits Representative role.

• Make decisions on appropriate type of unemployment insurance claims to file. Gathers information from applicants and records.
• Advise and assist with processing and filing requests for redetermination of non-monetary eligibility and appeals for claimants, employers or their representatives. Solicit information from claimants and employers on the reasons for separation.
• Conduct both scheduled and unscheduled interviews with claimants and employers to gather complex, multiple, and appropriate facts regarding separation issues, errors or discrepancies, and work search information for unemployment insurance purposes.
• Contact claimants and employers to obtain information or gather rebuttal to conflicting or missing statements concerning potentially disqualifying issues for unemployment insurance purposes.
• Advise claimants and employers of their legal rights and responsibilities as related to unemployment insurance laws, rules and regulations.
• Act as a resource and provide detailed information to applicants, claimants, and employers, and other interested parties by providing answers to inquiries on all phases of unemployment insurance benefit claims, laws, rules and regulations.

Preferred Knowledge

• Previous experience in a customer support role.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Read, comprehend, interpret, apply, and communicate technical Unemployment Insurance reference guides and resources.
• Proficiency with computers, web-based applications, and standard office software.

Essential Skills

• Communicate in effective and courteous manner with customers and coworkers in both verbal and written manner.
• Understand complex subject matter, such as the Code of Iowa, federal and state laws, rules and regulations, agency policy, and procedural manuals.
• Excellent time management, attention to detail.
• Able to prioritize, manage deadlines and work well under pressure.
• Problem solving abilities, and able to understand complex subject matter of information.
• Maintain a sense of professionalism and calmness when claimant, or customer is irritated, angry, or exhibiting frustrations by potential delays, or negative outcome.
• Able to deliver messages in a consultative approach to your claimants.
• Take detailed notes and have confidence in how you approach your work.
• Provide advice and guidance based on administrative law and court decisions related to unemployment insurance and tax.
• Perform basic math to determine amounts of payments, overpayments, underpayments and re-qualifications.

Complete other duties as assigned.

About the Agency

IWD is a statewide agency focused on connecting job seekers with opportunities and supporting employers in building strong, skilled workforces. Through IowaWORKS centers and partner offices across the state, IWD delivers demand-driven workforce services that strengthen Iowa's economy and communities.

Benefits of Working for the State of Iowa

Joining IWD means becoming part of a mission-driven public service team with a comprehensive benefits package:

• Health, Dental, and Vision Insurance
• Generous Paid Time Off- vacation, sick leave (no accrual cap), and nine paid holidays
• IPERS Retirement Plan plus optional deferred compensation savings
• Flexible Spending Accounts for medical and dependent care
• Life Insurance & Long-Term Disability Coverage
• Employee Assistance & Discount Programs
• Professional development and career growth opportunities

Click here to learn more about all of the amazing benefits the State of Iowa offers.

E-Verify and Right to Work

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.

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!

01

Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.

• Yes - I understand and agree.
• No

02

PLEASE READ CAREFULLY

Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?

• No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
• Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

03

Have you graduated from an accredited four-year college or university?

• Yes
• No

04

How many years of full-time work experience do you have in the following: 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.?

• Four or more years of the required experience
• Three to less than four years of the required experience
• Two to less than three years of the required experience
• One to less than two years of the required experience
• Less than one year of the required experience
• No experience in the required areas

05

Do you have a total of four years of post-high school education in any field and/or 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? 30 semester hours of post high school education in any field equals one year of full-time experience.

• Yes
• No

06

If you are a CURRENT employee for the State of Iowa (executive branch) how many months of full-time experience as a Workforce Associate do you have?

• Not applicable
• Six months or less
• Six months to less than 12 months
• 12 months or more

Required Question

Employer State of Iowa

Agency 309 Iowa Workforce Development Address 1000 E Grand Ave

Des Moines, Iowa, 50319

Website https://www.iowaworkforcedevelopment.gov/