Workforce Services Representative II

CareerSource Northeast Florida; Jacksonville (FL); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life

Tuition Reimbursement

Pension/Investment Plan

Annual Leave & Holidays

Employee Assistance Program

Job summary

CareerSource Northeast Florida seeks a professional to support front desk operations, data entry, and case management. This role provides career guidance within a fast-paced environment and serves the public in a trusted position requiring strict confidentiality.

The incumbent will coordinate appointments, enter data into state systems, and assist customers with training and support services while ensuring compliance with program requirements.

Qualifications

• Bachelor's degree preferred.
• Two years of career development or related experience; six months case management preferred.
• Experience may be substituted on a year-for-year basis for education.

Responsibilities

• Respond to customer inquiries and direct to the appropriate contact for appointments.
• Refer customers to employment resources and related services.
• Review Outlook calendar updates for Welfare Transition appointments.
• Create and update customer case files in state systems.
• Conduct monthly follow-up to ensure compliance with requirements.
• Monitor case files for accuracy and report deficiencies to supervisor.
• Determine eligibility for training and prepare requests for support services.
• Provide interpretation services via Language Line Solutions as needed.
• Report non-compliance and assist with sanction processing.
• Close out daily TO DO tasks across applicant cases in six counties.
• Coordinate with supervisors and career coordinators to ensure service delivery.
• Receive and distribute incoming mail and packages.
• Make outbound reminder calls for appointments and available services.
• Assist with data input and tracking in state systems.

Skills

Case Management

Customer service

Multitasking

Verbal & written communication

Teamwork

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Condition of Employment

As a condition of pre-employment eligibility, a Level 1 security background screening is required, which consists of a check of the State of Florida law enforcement records.

General Description

This position performs duties associated with the front desk, data entry, and case management. This professional position within the CareerSource system is responsible for providing career guidance while adhering to performance measures within a fast-paced, time-sensitive case management environment. This position works with the general public and is designated as a special trust position. Specific duties include the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customers inquires in the center by proactively providing information, direction and promoting CareerSource Services. Appropriately direct center visitors to the designated contact person for appointments. Provide telephone support and assistance to staff by answering incoming inquires and directing calls to the appropriate departments.
• Refer customers to appropriate employment resources, community resources, related services and assist with delivery of services as required.
• Review daily all updates to the Microsoft Outlook calendar of scheduled appointments for Welfare Transition customers required by their respective case managers.
• Creates, maintains and updates customer case files in accordance with defined standards and enters information into appropriate State systems.
• Conducts monthly follow up appointments to ensure customers are staying on track with mandatory requirements.
• Monitors case files for accuracy and provides information to supervisor, as required, ensuring all services provided have been entered accurately per applicable regulations and internal requirements. Identifies deficiencies and corrects such within the timelines.
• Determines customer suitability for training; calculates eligibility for support services and prepares requests for support services to authorize payment for childcare, transportation allowance, training, uniforms, and related fees; submits requests to supervisor for review and approval prior to customer discussion or distribution.
• Provides interpretation services via the Language Line Solutions when required to assist customers with case requirements.
• Reports non-compliance of program requirements, which may lead to termination of Welfare Transition benefits. This will include reviewing case information in multiple systems. Emailing participants guidance to have their sanction lifted. Lifting the sanction the systems and providing the case information to DCF for processing.
• Performs close out activities for all task assigned to the Applicant cases known as TO Dos daily in all six counties.
• Extend the task of managing all applicants referred by the Department of Children and Families. This includes reviewing case data in the state systems, reviewing the status of participants who have opened without completing work registration, and assigning cases to the career Coordinators.
• Utilizing approved scripts, appropriately communicates in writing and resolves customer issues, promotes CareerSource NEFL services, and maintains brand compliance. Engages management as needed when issues need to be elevated.
• Maintain effective communication and coordination with management, center teams, career coordinators and other staff to facility services within the One Stop Career Centers.
• Responsible for receiving and distributing incoming mail, letters and packages for employees.
• Assists in making outbound calls to remind customers of scheduled appointments, meetings or available services.
• Assist with data input and tracking of customers in multiple State systems.

ADDITIONAL DUTIES AND RESPONSBILITIES:

• Monitor office supplies and place order with Front Desk Supervisor on a monthly basis.
• Responsible for participating in all training activities as assigned by the supervisor via webinars or attending a live seminar.
• Maintain a safe and clean area by complying with the procedures, rules and regulations.
• Assists with general office maintenance and other clerical duties.
• Performs other related duties and responsibilities as assigned.

Qualifications and Education Requirements:

MINIMUM QUALIFICATIONS:

KNOWLEDGE SKILLS AND ABILITIES:

• Case Management experience: ability to engage and maintain positive customer relationships.
• Ability to work independently by planning, organizing and coordinating work assignments.
• Ability to work effectively in a team environment; maintains a professional working relationship with management, co-workers, stakeholders and customers.
• Ability to communicate effectively, both verbally and in writing and ability to listen effectively.
• Ability to manage in person and telephone interaction efficiently and courteously.
• Ability to multitask in a fast-paced environment.
• Proficient in the application of Microsoft Word, Excel, Outlook and other applications.
• Ability to assess a job seeker and create a career pathway by research, program knowledge and critical thinking.
• Ability to learn and become proficient in all pertinent CareerSource technology and systems, including State systems, the CareerSource website and others as required or requested.
• Ability to maintain strict confidentiality when exposed to sensitive information.

EDUCATION/EXPERIENCE:

Bachelors degree from an accredited college or university preferred. Two (2) years experience in career development or related experience and six (6) months case management experience preferred. Professional or nonprofessional experience may substitute on a year-for-year basis for the required college education.

OTHER JOB-RELATED REQUIREMENTS:

• Florida Workforce Professional Tier 1 mandatory within one-year (12) months of date of hire.
• Participates in 15 hours of continuing education annual to maintain Workforce Professional Certification.
• Compliance with the Health Insurance Portability and Accountability Act (HIPPA).
• Compliance with workplace safety to prevent on-the-job injuries by adhering to First Cost Workforce Development policy
• Local travel may be required and must provide own transportation.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Working indoors and occasional vehicular travel encountered.
• Prolonged period of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

BENEFITS:

• Medical, Dental, Vision, Life Insurance (1 x annual base at no cost), Supplemental Life Insurance, Flexible Spending Account (FSA), Tricare Supplemental (Veterans only), AFLAC Supplemental, Florida Retirement System (Pension/Investment), State of Florida Deferred Compensation Plan, Employee Assistance Program, Tuition Reimbursement, Pet Insurance, Avis/Budget Discounted Rental Vehicles, Annual Leave, Sick Leave, Sick Leave Bank, two Personal Days, nine paid Holidays, Alternative/Flexible Work Schedules

Equal Employment Opportunity (EEO) Employer:

It is the policy of First Coast Workforce Development Consortium (FCWDC) to provide equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or veteran status, in accordance with applicable federal, state and local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training and apprenticeship. FCWDC makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Reasonable accommodation may be made to enable qualified persons with disabilities to perform the essential functions of this position.