Service Consultant

Goodwill of Southwestern Pennsylvania and North Central West Virginia is a nonprofit organization that funds job training, education, and other community programs by selling donated clothing and household items in Goodwill stores and online. We offer life-changing work on a mission-minded team. We are 1,000 working as one and each of us is essential to helping our community thrive. For three years running, Goodwill has been named to Forbes’ list of America’s “Most Inspiring Companies”.

We offer a wide range of career opportunities ranging from entry-level to management in retail, human services, and administrative fields. Learn more about working at Goodwill. You can help. We can show you how.

DIVISION OVERVIEW:

Goodwill SWPA’s Human Services division is responsible for making Goodwill’s overarching vision a reality: enhancing people’s dignity and quality of life by strengthening communities and helping those with barriers to employment reach their full potential through workforce education and support. The Human Services division fulfills this mission providing high quality, outcome-oriented services for program participants by utilizing a comprehensive service delivery model covering a broad array of social programs.

DEPARTMENT OVERVIEW:

Within the Human Services Division is the Community Services department, a subsection of the Education, Training, and Client Services branch. Community Services coordinates resources and services, both within Goodwill SWPA and through external partners, for participants across all Goodwill programs. Individuals not enrolled in Goodwill SWPA programs, but facing barriers preventing participation in their local workforce are also eligible for assistance through the Community Services department. Goodwill SWPA programming operated directly by the Community Services department include our local Opportunity Centers, Welcome Center and the Give Back Program. 

POSITION SUMMARY:

The Service Consultant is instrumental to connecting clients to Goodwill programs and services as well as to local community resources.  In conjunction with the Welcome Center team, the Service Consultant’s responsibilities include, but are not limited to: providing consultation to team members and clients regarding service need determinations and support toward accessing the full menu of needed and available services;  welcoming and completing intake assessments with clients to better develop and document goals and goal plans, assisting clients in implementing goal plans through referral to services and monitoring goals and plans for modification and completion; and supporting direct service staff through consultation regarding customer needs and potential service/resource connections. Service Consultants may travel to the agency’s various human service locations to foster strong peer relationships, engage with clients in their communities, and maintain an agile presence across our broad service territory.

Status: Regular, Full-time, Non-exempt.

Location: Workforce Development Center - 118 52nd St Pittsburgh, PA 15201.

External Hiring Range: $18.25 - $18.98.

Schedule: Monday - Friday, 8 AM to 4 PM.

Travel: Travel within Goodwill SWPA territories may be required. 

RESPONSIBILITIES:
Included but not limited to:

Service Consultation:

• Consult with agency human service team members to assist with service inquiries as well as providing updated knowledge regarding available services/resources and methods to access them.


• Conduct ongoing electronic, phone, and face to face meetings with team members and clients at their service delivery locations, as per schedule rotation, to support integrated service delivery efforts.


• Communicate with other interdisciplinary team members regarding participant linkage to services to ensure service connection and best-fit. 

Client Support:

• Assess and identify new and returning clients’ strengths, barriers, and needs by collecting in-depth information about a client’s situation and functioning through completing an integrated intake


• Assist individuals in filling out applications or questionnaires used for enrollment into Goodwill’s programs or services.


• Explore and provide information on program eligibility and possible voucher options based on eligibility, referring to the proper resource.

Service Planning:

• Develop and oversee the implementation of a comprehensive service plan to address those needs, including referral to internal services/resources as well as external providers. 


• Compile and coordinate records for new and prospective customers, including identifying and resolving inconsistencies in files and other obtained information.

Relationship Management:

• Maintain up-to-date knowledge of local services and providers to identify available service opportunities as they relate to the needs of Goodwill clients, including but not limited to clients’ physical, social, cultural, transportation, and other needs.


• Participate in the determination of organizational policies regarding such issues as client needs and internal communications related to establishing and maintaining community provider relationships and functioning of the Welcome Center.

Policies and Standards:

• Be aware of and follow guidelines for all applicable regulatory entities such as Department of Public Welfare, Department of Labor, and PA Department of Education.


• Collect all necessary data to plan and evaluate programming.

QUALIFICATIONS:

Education and Years of Experience:

• Highschool Diploma or Equivalent AND 4+ years of relevant experience. OR


• Associates Degree in Human Services, Social Work, Psychology, Rehabilitation Sciences or other related field AND 2+ years of relevant experience. OR


• Bachelors Degree Human Services, Social Work, Psychology, Rehabilitation Sciences or other related field.

Required:

• Experience working with at risk and or vulnerable populations.

Preferred:

• Prior experience with administrative customer service responsibilities


• Experience with providing consultation support to social service professionals


• Knowledge of social service/non-profit industry

REQUIRED CLEARANCES, LICENSES, AND CERTIFICATIONS:

• Qualified candidates must have a valid driver's license, active insurance policy, and reliable transportation for local travel.


• Candidates are expected to complete background checks assigned by Goodwill SWPA, including a National Criminal Background check, prior to their first day of employment.


• Candidates are expected to provide current, valid clearances (Child Abuse Clearance, FBI Fingerprints Clearance, and PATCH) prior to their first day of employment.