Resource Specialist/Concierge

Equus•Milwaukee, WI

About The Position

The Resource Specialist/Concierge supports W-2 participants by helping them access services that promote employment and self-sufficiency. The role connects families, Financial and Employment Planners (FEPs), and community partners to provide timely, personalized assistance throughout participants’ W-2 journey. The specialist assesses participants’ needs, employment barriers, and eligibility for supportive services; helps gather program documentation; and makes warm handoffs to internal and external service providers. The role tracks referrals and participant progress, collaborates with FEPs on individualized service plans, maintains required documentation, and identifies community resource gaps. It also educates participants about services such as childcare, transportation, housing, food assistance, and healthcare. The position requires confidentiality and compliance with applicable state and federal employment laws, including EEOC and ADA requirements.

Requirements

High school diploma or equivalent.
At least 2 years of experience in social services, workforce development, or a related field.
Strong interpersonal and communication skills, including the ability to build rapport with diverse populations.
Proficiency in Microsoft Office Suite and case management systems.
Knowledge of local community resources and public assistance programs.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Associate or bachelor’s degree in human services, Social Work, or a related field.
Experience working with W-2 or similar employment-focused programs.
Bilingual Spanish or Hmong skills.

Responsibilities

Conduct initial assessments to identify participant needs, barriers to employment, and eligibility for supportive services.
Assist participants in gathering documentation required for W-2 eligibility and program participation.
Provide warm handoffs to internal and external service providers and ensure transitions and follow-through.
Track referral outcomes, monitor participant progress, and adjust support strategies to maintain engagement.
Collaborate with Financial and Employment Planners (FEPs) to develop individualized service plans aligned with employment goals.
Maintain accurate and timely documentation in accordance with W-2 program standards.
Identify gaps in community resources and work with the W-2 Program Manager to improve service accessibility.
Educate participants about available childcare, transportation, housing, food assistance, and healthcare services.
Uphold confidentiality and comply with applicable state and federal employment laws, including EEOC and ADA requirements.