Description
POSITION OBJECTIVE
Working with limited supervision, the Leave of Absence (LOA) Administrator serves as the primary resource to both management and staff for the interpretation, administration, and processing of all leaves of absences, including Family Medical Leave Act (FMLA), other leaves pursuant to university policy, and short-term disability and long-term disability. Advises departments and schools on leave of absence issues, interpretation of federal regulations and CWRU policies. Develops and delivers Human Resource training sessions on FMLA and other leaves of absence as presenter and/or facilitator. Assists in implementing employee relation programs, projects, and initiatives which support university and/or business unit operations.
ESSENTIAL FUNCTIONS
Independently manage all continuous and intermittent LOA cases of varying types, including but not limited to personal leave, family leave, paid parental, military leave, short-term disability, and unpaid leave and ensure they are being handled according to Case Western Reserve University policies and procedures, as well as in accordance with state and federal legislation. Act as a subject matter expert on the LOA process and the primary contact to the employee. Educate, assist, and advise employees and supervisors on the leave of absence process and interpret LOA laws and CWRU policies. Provide advice and consultation to employees and management regarding interpretation and application of leave policies, procedures, practices, and laws. Responsible for communicating sensitive, confidential and difficult news to staff and faculty. Review, verify, and ensure all required documentation is complete and accurate (i.e. compliance purposes). Advise when medical documentation is not in compliance and provides necessary documentation to follow-up. Responsible for tracking and managing administrative details of all documentation processes. Ensure appropriate and timely follow-up information is provided to employees in response to requests for information. Troubleshoot and resolve LOA policy and procedures questions from staff and faculty. Responsible for ensuring that all leaves are processed correctly in the Human Capital Management (HCM) system to ensure that employees are not over or under paid. Responsible for the entire duration of the leave process by notifying the employee's supervisor of the status of the leave and extensions, coordinating the return to work of the employee, tracking changes in the benefits levels, and updating the employment status. Work with third-party vendors to manage the leave process. (50%)
Investigate employee concerns. Provide advice and consultation to employees and management regarding interpretation and application of a broad range of human resource policies, procedures, practices, and laws. Participate in the long-term resolution of conflicts and other employee relations issues by partnering with management to identify and reduce or eliminate root causes. (20%)
Establish, update, and maintain operating procedures for FMLA and other leaves. Benchmark, evaluate, and recommend leave of absence policies and procedures, and various employee relation programs and practices that support Case Western Reserve University's commitment to fair, equitable and progressive treatment of all employees. Monitor law updates related to leave administration. Advise on proposed changes to CWRU's leave policies. (10%)
NONESSENTIAL FUNCTIONS
Work with third party vendors to manage the leave process. Partner with key stakeholders (legal, disability vendor, benefits, payroll, management, etc.) as necessary to resolve escalated cases and to identify and problem-solve systematic issues. Escalate issues to the Employee Relations Director as appropriate. (5%)
Comply and analyze leave of absence data and create regular reports and statistics (e.g. monthly, quarterly and/or annually) for leadership. (5%)
Select topics for EAP classes, develop materials and resources for supervisory briefing sessions, staff development, HRA meetings, and boot camps. Manage all aspects of ER training programs (e.g. internal marketing/promotions, vendor management, facility reservations, registration, and communications.) Develop evaluations to determine program effectiveness. (5%)
Keep abreast of Human Resources trends and changes in state and federal laws, regulations, accreditations and legislation that impact Human Resources. Advises the Directors, HRAs, and other leaders of changes to leave laws. (3%)
Develop and maintain content for the Employee Relations Human Resources website, including Leaves of Absences resources, Employee Assistance Provider information, and staff policies. (2%)
Participate in training sessions, HR department staff meetings, HR department projects, and Employee Relations team projects. (<1%)
Support the HR event planning committee (e.g. Benefits Fair, Staff Service Awards, Employee Appreciation Day, Party on the Quad); actively participate the day of events. (<1%)
Service as an HR representative on university committees as necessary. (<1%)
Back up support for unemployment claims and working with third party administrator. (<1%)
Perform other duties as assigned. (<1%)
CONTACTS
Department: Frequent daily contact with the Employee Relations team, HR Service Center, HR Records Office, and other areas of Human Resources.
University: Daily contact via phone, in-person, and e-mail with faculty, staff, and supervisors, regarding leave of absence policies and procedures. Regular contact with the Office of General Counsel, the Equity Office, workers compensation/risk management, and other departments, including meetings with faculty, supervisors, and staff.
External: Regular contact with third party unemployment administrator. Occasional contact with Ohio Department of Job and Family Services.
Students: Little to no contact with students
SUPERVISORY RESPONSIBILITY
No direct supervisory responsibility.
QUALIFICATIONS
Education / Experience: Bachelor's degree required and 1 to 3 years of related experience. Or high school education and 5 or more years of customer service experience in a fast-paced, detail-oriented office environment. Experience in Human Resources preferred; direct experience with HR Benefits or Employee Relations a plus. FMLA and leave-related knowledge or experience is highly desirable.
REQUIRED SKILLS
Must handle sensitive and/or confidential information with proper care and discretion.
Strong organizational skills. Ability to handle multiple tasks and prioritize them accordingly, as well as ability to handle changing priorities.
Uses time effectively and efficiently. Ability to adjust to frequent change, delays, or unexpected events.
Accuracy, thoroughness, and attention to detail. Looks for ways to improve efficiency and promote quality.
Ability to work efficiently with minimal supervision. Uses initiative and independent judgment in evaluating medical leaves of absence pursuant to federal laws and university policies.
Ability to form effective partnerships with clients and establish rapport with others. Fosters team spirit and cooperation.
Superior oral and written communication skills required. Ability to communicate clearly and provide timely and accurate information. Must have excellent grammar skills for composing a variety of written communication for the university community.
Ability to communicate and work effectively with different constituents and employees of all levels and from various backgrounds with empathy, care, and sincerity in voice, tone, and words.
Excellent interpersonal skills. Ability to listen and communicate with professionalism and courtesy. Encourages open expression of ideas and opinions. Must interact with colleagues, supervisors, and customers face-to-face.
Excellent customer service skills, models and reinforces respect and courtesy. Ability to maintain a positive environment while performing within stressful situations.
Strong problem resolution skills. Understands implications of decisions. Ability to manage difficult customer situations; responding promptly to customer needs. Ability to research issues, analyze situations, and adopt course of action with or without precedent.
Ability to coach and mentor staff and supervisors on the leave of absence process.
Ability to apply policy and practice to meet needs of departments; flexibility in applying policy and procedure but maintaining consistent treatment of staff. Demonstrated skills in formulating policies and developing new strategies.
Ability to interpret and analyze a variety of complex data.
Ability to work independently, as well as part of a team.
Ability to utilize project management techniques, decision-support data and human resource system.
Willingness to learn and utilize Artificial Intelligence (AI).
Advanced knowledge of Microsoft Office application (i.e. Word, Excel, PowerPoint, and Access) and Google Docs. Proficient in the use of the internet; Prefer knowledge of Drupal website maintenance. Knowledge of HR information systems (i.e. PeopleSoft and/or Oracle HR database system) a plus.
Ability to meet consistent attendance.
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
WORKING CONDITIONS
General office environment with high volume, fast-pace, and frequent interruptions.
Requirements
QUALIFICATIONS
Education / Experience: Bachelor's degree required and 1 to 3 years of related experience. Or high school education and 5 or more years of customer service experience in a fast-paced, detail-oriented office environment. Experience in Human Resources preferred; direct experience with HR Benefits or Employee Relations a plus. FMLA and leave-related knowledge or experience is highly desirable.
