Program Specialist - WIOA AD/DW PROGRAM

Job Title

This position provides training, guidance and other services to various customers to assure job placement and retention while meeting customer satisfaction goals. This position explains and informs customers of the various programs available. The incumbent also provides information and referrals for accessing community resources. In managing customer cases, this position will perform basic secretarial work including data entry, making phone calls, and filing.

Essential Job Functions

• Promote all programs and services available to customers/job seekers and community partners.
• Provide guidance and instruction to customers on required activities.
• Assist customers with orientations and ensure the job seeker understands the parameters of the particular programs offered.
• Provide customers with completed vouchers, case note voucher pick up and file documentation accordingly.
• Deliver vouchers to training providers off site, as needed.
• Provide or coordinate a comprehensive assessment of the customers' strengths and needs, as required or necessary.
• Coordinate the customers' receipt of in program-specific services to include support services and/or referrals to community-based organizations.
• Pre-Screen customers for eligibility and suitability.
• Maintain tracking system for completed pre-screens and assign new applicants to a career coach.
• Input data collection and update all progress in appropriate tracking system; Prepare and complete support service reports, as required or necessary; file paperwork and validate entry of documents into the electronic data management system.
• Monitor voicemail and respond to basic inquiries.
• Research, respond to and resolve customer complaints and escalate to appropriate supervisors, as needed.
• Coordinate services with other departments.
• Coordinate and assist with employability workshops.
• Schedule appointments for customers.
• Attend outreach events offsite as scheduled by supervisors.
• Work on special projects as assigned by supervisors.
• Duties may be assigned as deemed necessary.

Qualifications

Minimum Education & Training:

• High School diploma or GED.
• Two (2) years of experience in a customer service related field.
• Florida Workforce Professional Certification Tier I required.
• Proficient in Microsoft suite (Outlook, Word etc.)

Job Specifications

• Valid Florida's Driver's License.
• Ability to communicate effectively both orally and in writing.
• Knowledge of principles and procedures for providing customer and personal services.
• Knowledge of online job exchange systems and the use of keyword search engines and spidering technology.
• Knowledge of Federal & State laws and regulations relating to public employment services, the Workforce Investment Act, and other One-Stop Career Center programs incorporated through Florida's Workforce Innovation Act of 2000.
• Ability to maintain effective working relationships with others.
• Ability to communicate effectively with people of all socioeconomic and situational backgrounds.
• Ability to provide optimal customer service, to include acting as the customers' advocate, assuming a customer-centered approach.
• Knowledge of current standards for resumes and basic job requirements.
• Knowledge of the various programs that the company provides.
• Knowledge of community services including housing, food, and clothing.
• Ability to determine the approach for completing tasks while following general guidelines.
• Ability to work in an environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs.
• Ability to perform specific clerical or manual tasks including copying, maintaining files, or entering data.
• Ability to work in a responsive environment where co-workers or citizens bring problems that the incumbent must solve.
• Ability to determine individual benefit eligibility.
• Bilingual in Spanish preferred.

Physical Requirements

• Standing. Particularly for sustained periods of time.
• Mobility. Moving about to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pulling. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
• Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.
• The worker is subject to both environmental conditions. Activities occur inside and outside.