Customer Service Officers

Reemployment Services & Eligibility Assessment Program Specialist
SUMMARY: Works with SERCO customers to provide rapid re-employment services to unemployment insurance claimants and other job seekers. Rapid re-employment includes job search assistance and referral to services and resources in the community
The Reemployment Services and Eligibility Assessment (RESEA) program targets claimants who are most likely to exhaust UI benefits before finding employment and other claimants identified by TWC criteria that would benefit from the program to provide personalized reemployment services.
RESEA provides UI claimants with access to an array of resources and services available through the workforce system that support reemployment, including the opportunity for enrollment in the Workforce Innovation and Opportunity Act (WIOA) Dislocated Worker or other programs as appropriate.
~ Project Execution

Complete Assigned Tasks : Team members are expected to complete their assigned tasks within the defined scope, schedule, and quality parameters.
Deliver Quality Work : Maintain a high standard of quality in deliverables, aligning with project requirements.
Problem Solving : Identify issues early and work on solutions, collaborating with other team members when necessary.
2. Collaboration and Communication

Communication with the Manager : Keep the manager informed of progress, potential delays, and issues that may impact the project.
Collaborate with Other Team Members : Engage effectively with other team members, contributing to a cohesive team environment.
Share Knowledge and Skills : Bring individual expertise to the project and support the skill development of others through knowledge-sharing.
3. Risk Management

Identify Risks : Proactively identify and communicate potential risks or issues.
Participate in Risk Mitigation : Actively engage in risk response planning and support measures to prevent or reduce risk impact.
4. Adherence to Project Plan

Follow the Project Schedule : Work within the constraints of the project schedule to meet deadlines.
Ensure Compliance with Project Standards : Adhere to established procedures, methodologies, and standards defined in the project plan.
5. Continuous Improvement

Engage in Lessons Learned : Participate in retrospectives and document any lessons learned to contribute to future projects.
Provide Feedback : Offer constructive feedback on project processes, suggesting improvements to optimize project efficiency.
6. Support Resource and Cost Management

Efficient Use of Resources : Utilize allocated resources effectively to avoid wastage.
Support Cost Control Efforts : Be mindful of project costs and work to complete tasks within budget constraints.
7. Accountability and Responsibility

~ Accountability for Deliverables : Accept responsibility for assigned work and deliverables, ensuring they align with project objectives.

Adhere to Ethical Standards : Uphold professional and ethical standards in line with TWC guidelines and organizational policies.

DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO.
• Outreach and provide all RESEA required services to all claimants whose profile scores is at or above established TWC cutoff score and to any other claimant that is selected by criteria determined by TWC
• Interviews customers or their authorized representatives to gather information to assess service needs.
• Provides each RESEA participant with the requires services and ensure each participant participates in other activities required by the RESEA program. The required initial RESEA is comprised of two components: RESEA Orientations and the Initial RESEA Appointment (One-to-One)
• 100% of RESEA Orientation must be scheduled for all claimants in workforce development profile pool each week.
• Must provide timely provision of services to the target population.
• All RESEA required services must be provided to eligible RESEA claimants and entered in WIT upon completion or no later than seven (7) calendar days from the scheduled RESEA Appointment.
• Must attend required RESEA mandatory trainings.
• Responsible for the intake process of center customers to determine eligibility for services.
• Conduct in-depth interviewing, testing, and skills assessment of eligible participant for entry into career center activities.
• Maintains detailed participant records in compliance with agency’s policies and procedures.
• Inputs information into and maintains WIT records (daily).
• Compiles and distributes accurate intake and assessment reports. Submits a weekly report summarizing daily activities to supervisor.
• Responsible for the coordination, development, recruitment, account maintenance, and outreach activities to prospective employers in South Texas.
• Uses personal computer to input information and maintain employer reporting information and various automated reporting systems to track progress.
• Ability to organize and manage multiple priorities.
• Must enroll RESEA claimants in additional services, such as Supportive services, intensive job search assistance, and training services, as needed, and assess and co-enroll eligible claimants into the WIOA Dislocated Worker program using expedited eligibility as referenced in the RESEA guide.
• Must be able to use problem analysis and problem resolution at both strategic and functional levels.
• Must be able to travel within service area and outside the area for staff development or training.
• Performs other work related duties as needed and/or as assigned.

EDUCATION AND EXPERIENCE:

A Bachelors Degree in Business, Marketing, Business Management, Public Administration, Economics Communication, Social Science, or related field. Preferred
Experience with interviewing customers to assess and to record information regarding training needs, education needs, employment needs, and labor market trends to fully explore career development opportunities.
Preferred experience sales and customer job placement.

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

Ability to properly interview and screen clients for services.
Ability to read and interpret eligibility requirements.
Ability to properly administer and score assessment instruments.
Ability to prepare reports.
Skills in establishing rapport with participants.
Knowledge of assessment tools used in workforce center applications.
Knowledge of and ability to use personal computer.
Excellent communication skills. Bilingual (English/Spanish) preferred.
Must treat customers with dignity and respect.
Must be able to travel within state.

SPECIAL REQUIREMENTS :

Must possess a valid Texas Driver’s License and provide automobile liability insurance as required by the State of Texas.
Must have access to reliable transportation in order to make required home visits and travel within service area.
Must obtain National Association of Workforce Development Professionals certificate.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
WORK ENVIRONMENT : Fast paced, demanding physically and mentally, will be in constant communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.