Resource Specialist - Bilingual in English

Overview

JOB SUMMARY:

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.

(The following duty statements are illustrative of the essential functions of the job and do not include non-essential or marginal duties that may be required. Career Source Tampa Bay reserves the right to modify or change the duties or essential functions of this job at any time).

• Promote all programs and services available to customers/job seekers.
• Provide guidance and instruction to customers on required activities.
• Instruct job applicants on job search techniques and presenting a positive image.
• Assist job seekers’ skill building including resume and cover letter writing, interview preparation, and computer skills.
• Assist customers with initial applications and orientations.
• Screen customers for specific programs and services to determine eligibility.
• Issue vouchers or incentive cards to eligible customers.
• Manage job seeker expectations.
• Ensure job referrals are correctly made.
• Assess customers’ activity in the programs to ensure compliance with standards.
• Ensure the job seeker understands the parameters of the particular programs offered.
• Provide or coordinate a comprehensive assessment of the customer’s strengths and needs, as required or necessary.
• Develop an individualized goal-oriented plan (individual employment plan) based on specific objectives and local program SOPs to achieve the ultimate goal of stable, unsubsidized employment, as required or necessary.
• Address all customer identified needs and barriers with appropriate resolution plans and expected outcome achievement dates in customers’ plans; incorporates assessment data, to include but not be limited to the TABE, as required or necessary.
• Coordinate the customer’s participation in program-specific services (ex. work activity, on-the-job training) and community-based supportive services, providing referral or vouchers, as appropriate, as required or necessary.
• Assess and document customer training suitability, as required or necessary.
• Provide consistent employment plan progress checks/training plan progress checks with appropriate modification to ensure that the objectives are achieved, as required or necessary.
• Input data collection and update all progress in appropriate tracking system;
  Prepare and complete progress reports, as required or necessary.
• Prepare reports of customers’ progress and achievements.
• Provide knowledge of services.
• Research and provide knowledge of other community services.
• Assist customers with referrals for community services.
• Respond to and resolve customer complaints.
• Coordinate services with other departments.
• Provide guidance and support services to customers.
• Manage customer cases, enter data, and file paperwork.
• Coordinate and assist with employability workshops.
• Schedule appointments for customers.
• Duties may be assigned as deemed necessary.

Minimum Education & Training:

• Associate’s Degree or some college coursework
• Two (2) years experience in recruitment and/or placement services or two (2) years experience in customer service related field.
• Florida Workforce Professional Certification Tier I required.
• Proficient in Microsoft suite (Outlook, Excel, Word, PowerPoint etc)

JOB SPECIFICATIONS:

• 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…