Career Support Specialist

EDSI (Educational Data Systems, Inc.)•Erie, PA

20h•$48,000

About The Position

The Career Support Specialist is a frontline workforce development role that integrates participant intake, eligibility determination, and ongoing administrative and career support. This position serves as a critical liaison between participants, Career Advisors/Case Managers, and community partners to ensure timely enrollment, high-quality customer service, and full compliance with WIOA and other federal, state, and local program requirements. The role emphasizes parallel responsibilities across intake, eligibility, and participant support functions while supporting seamless service delivery from first contact through follow-up.

Requirements

Customer service, intake, or case management experience required; WIOA experience preferred.
Ability to prioritize tasks, manage multiple workflows, and document visits and contacts accurately.
Strong verbal, written, and interpersonal communication skills.
Demonstrated ability to provide customer-centered, trauma-informed service to individuals from diverse socioeconomic backgrounds.
Comfort working with technology to deliver services both in person and virtually.
Proficiency in Microsoft Office applications.
Ability to maintain flexibility based on program, contract, or participant needs.

Nice To Haves

Associate’s degree in Education, Social Work, Human Resources, or a related field preferred.
Bilingual skills preferred (program/location dependent).
Valid Driver’s License preferred

Responsibilities

Serve as an initial point of contact for walk-in, phone, and referred participants.
Manage incoming WIOA service calls and referrals by routing to Career Advisors, returning voicemails within 24 hours, and scheduling enrollments, orientations, workshops, and assessments.
Compute and verify financial and eligibility data to determine WIOA program eligibility (AD/DW and other applicable programs).
Coordinate online and in-person intake, assessment, and orientation processes.
Ensure participants understand program parameters, requirements, and expectations.
Schedule assessment and other required exams; maintain assessments in participant files and CWDS.
Provide consistent administrative and operational support to Career Advisors/Case Managers to ensure participant movement through enrollment and service delivery.
Assist Career Advisors with administrative services such as printing, creating hard files, uploading documentation, and maintaining case records.
Conduct in-person triage for participant walk-ins and address participant questions or concerns related to enrollment and services.
Support monthly follow-up calls and quarterly post-exit follow-up activities.
Provide participants with information on job fairs, workshops, hiring events, and other relevant opportunities.
Prepare, organize, and maintain accurate electronic and paper participant files, including full program history, eligibility documentation, supportive services logs, assessments, and case notes.
Case note participant contacts and services in a timely and accurate manner.
Ensure participant files remain complete, current, and audit-ready in accordance with WIOA, EDSI, and contractor requirements.
Input data and maintain progress updates in designated data tracking systems (e.g., CWDS).
Provide front desk coverage as needed, delivering a professional and welcoming customer experience.
Assist with recruiting efforts, outreach activities, and community engagement events, including job fairs and orientations.
Collaborate with Workforce Development partners, community agencies, and required WIOA partners to ensure seamless referrals and service integration.
Introduce participants to Job Center services, training programs, and partner resources.
Represent the organization at meetings, conferences, and targeted outreach events as required.
Work collaboratively with the team to improve participant flow, customer engagement, and operational processes.
Learn and implement federal, state, and local policies and procedures related to WIOA and other contracted grants; cross-train as directed.
Support off-site events and satellite or partner locations as needed.
Travel occasionally to other office locations to support operations.
Perform other related duties and special projects as assigned.