Resource Specialist - Bilingual in English and Spanish Preferred

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.

ESSENTIAL JOB FUNCTIONS: 

(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. CareerSource 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.

QUALIFICATIONS:

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 others.
• Ability to communicate effectively with people of all socioeconomic and situational backgrounds.
• Ability to provide optimal customer service, to include acting as the customer’s 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 prepare and/or process purchase orders.
• Ability to be accountable for inventory/property management.
• Ability to determine individual benefit eligibility. 

PHYSICAL REQUIREMENTS: 

• Standing. Particularly for sustained periods of time.
• Walking. Moving about on foot 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.