Triage Specialist

C2 GPS—Workforce Solutions Greater Dallas; Dallas (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

A workforce solutions organization in Dallas is seeking a Triage Specialist to create positive first impressions by effectively triaging customers entering the Workforce Center. This role involves assessing customer needs, determining eligibility for programs, and ensuring efficient service delivery. The ideal candidate will have strong customer service skills, a high school diploma or GED, and preferably, a degree in a relevant field. Bilingual in English and Spanish is strongly preferred, and flexible hours may be necessary.

Qualifications

• Knowledge of effective management techniques and practices.
• Ability to develop strategies and solutions.
• Bilingual in English and Spanish strongly preferred.

Responsibilities

• Assist individuals at the workforce center.
• Conduct one-on-one sessions with customers.
• Collect and analyze customer eligibility information.

Skills

Knowledge of workforce development

Exceptional customer service

Excellent problem-solving skills

Excellent verbal and written communication skills

Ability to understand eligibility guidelines

Education

High School Diploma or GED

Undergraduate degree in relevant field

Job description

Overview

JOB SUMMARY: The Triage Specialist (TS) is committed to creating a positive first impression by ensuring each customer that enters the Workforce Center or engages virtually is effectively triaged and treated as a priority. The Triage Specialist is a critical role in the Career Center and provides technical assistance and support when needed to workforce staff.

Responsibilities

• Performs essential workforce services and functions beginning at the customer point of entry into the workforce center, to assist individuals participating in workforce programs.
• The Triage Specialist will conduct a one-on-one session with each new customer to identify immediate needs. Conducts initial assessment to determine if the customer would benefit from program enrollment or direct referral to the Placement Center or other service area.
• Responsibilities include collecting, analyzing, researching, and determining program requirements and customer eligibility.
• The TS identifies barriers to employment, and customer eligibility for critical workforce programs and services.
• Observes, receives, and obtains relevant customer information for data entry and prepares customer files.
• Provides information to co-workers, supervisors and other staff members to identify workforce programs and services for customers.
• Performs other related duties as assigned.

Required Skills/Abilities

• Knowledge of workforce development, economic development, business intelligence and trends, and project management.
• Knowledge of effective management techniques and practices to include planning, strategy development and implementation, assessment of outcomes and accountability.
• Knowledge of word processing, spreadsheet, technology and computer skills.
• Exceptional customer service and interpersonal skills.
• Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented.
• Excellent verbal and written communication skills.
• Ability to understand and interpret federal and state program eligibility guidelines and requirement, and to consistently apply policies and procedures.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the general public.
• Ability to develop strategies and solutions.

Education and Experience

• High School Diploma or GED required.
• Undergraduate degree from an accredited university or college in a relevant field of study and one (1) year of relevant experience preferred.
• Additional relevant experience may be considered in lieu of required education.
• Valid driver’s license and proof of insurance with good driving record.
• Ability to relocate within the service delivery area.
• Bilingual in English and Spanish strongly preferred.

Physical Demands

Physical requirements include lifting up to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech and hearing. Working conditions are primarily in an office environment. Occasional driving and travel required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.