Self-Sufficiency Navigator

CAREERSOURCE NORTHEAST FLORIDA•Jacksonville, FL

5d•$39,162 - $0•Onsite

About The Position

The position provides career guidance while adhering to performance measures within a fast paced, time sensitive case management environment. This is a position working with the general public and is designated as a position of special trust. Specific duties include but are not limited to the following: ESSENTIAL DUTIES AND RESPONSIBILITIES: Conducts daily intake appointments on customers referred from the Department of Children and Families. Creates, maintains and updates customer case files in accordance with defined standards and enters information into appropriate systems. Conducts monthly follow up appointments to ensure customers are staying on track with mandatory requirements. Monitors case files for accuracy and provides to supervisor, as required, ensuring all services have been provided and are entered accurately per applicable regulations and internal requirements. Ensures deficiencies are corrected within the timelines. Determines customer suitability for training; calculates eligibility for support services and prepares requests for support services to authorize payment for childcare, transportation allowance, training, uniforms, and related fees; submits requests to supervisor for review and approval prior to customer discussion or distribution. Documents and reports non-compliance of programs which may lead to termination of benefits. Completes the Individual Responsibility Plan (IRP) and uses the Plan to guide customers toward self-sufficiency. Evaluates, facilitates, monitors and documents services and customer progress in relation to established goals (IRP) and objectives. Verifies and accurately enters customer job placement or accountable activity information into data system with error rate defined by the supervisor. Adhere to performance goals as established by state and federal policy guidelines. Answer incoming phone calls on Welfare Transition dedicated call center phone line in absence of customer service representative. Schedules monthly follow-up appointments in person or by phone to collect and provide information, answers query, resolves basic issues and obtains consensus with the customer regarding expected outcomes pertaining to employment goals and program participation. Target the needs and interests of specific individuals. Consistently uses empathetic and courteous dialogue while conducting the appointment to gather appropriate case information updates. Competently applies one or more CareerSource related program tools, multiple State system, document storage system and associated system tracking software. Prepares customer for entry into employment by detailing employment informational resources, training opportunities, and career planning as appropriate. Refers customer to basic skills, aptitude, and vocational tests as deemed necessary. Manages emails, CNG and voice mails daily. Maintains records of customer interactions, records details of inquiries, complaints, comments as well as actions taken via system case notes. Answers unscheduled or escalated incoming calls to address the needs of the customer. ADDITIONAL DUTIES AND RESPONSBILITIES: Assists customer with job search and in any other area deemed necessary to obtain gainful employment. Provides mentoring and guidance as requested. Prepares and provides labor market information, hiring trends and wage data as requested. Performs other duties and responsibilities as assigned.

Requirements

Case Management experience: ability to engage and maintain positive customer relationships.
Ability to work independently by planning, organizing and coordinating work assignments.
Ability to work effectively in a team environment; maintains a professional working relationship with management, co-workers, stakeholders and customers.
Ability to communicate effectively, both verbally and in writing and ability to listen effectively.
Ability to manage in person and telephone interaction efficiently and courteously.
Ability to multitask in a fast-paced environment.
Proficient in the application of Microsoft Word, Excel, Outlook and other applications.
Ability to assess a job seeker and create a career pathway by research, program knowledge and critical thinking.
Ability to learn and become proficient in all pertinent CareerSource technology and systems, including State systems, the CareerSource website and others as required or requested.
Ability to maintain strict confidentiality when exposed to sensitive information.
Obtain Florida Workforce Professional Tier I mandatory within one-year (12) months of date of hire.
Participates in 15 hours of continuing education to maintain Workforce Professional Certification.
Compliance with the Health Insurance Portability and Accountability Act (HIPPA).
Compliance with workplace safety to prevent on-the-job injuries by adhering to First Cost Workforce Development policy.
May be required to travel locally and must provide own transportation.

Nice To Haves

Bachelor’s degree from an accredited college or university preferred.
Two (2) years’ experience in career development or related experience and six (6) months case management experience preferred.
Professional or nonprofessional experience may substitute on a year-for-year basis for the required college education.

Responsibilities

Conducts daily intake appointments on customers referred from the Department of Children and Families.
Creates, maintains and updates customer case files in accordance with defined standards and enters information into appropriate systems.
Conducts monthly follow up appointments to ensure customers are staying on track with mandatory requirements.
Monitors case files for accuracy and provides to supervisor, as required, ensuring all services have been provided and are entered accurately per applicable regulations and internal requirements.
Ensures deficiencies are corrected within the timelines.
Determines customer suitability for training; calculates eligibility for support services and prepares requests for support services to authorize payment for childcare, transportation allowance, training, uniforms, and related fees; submits requests to supervisor for review and approval prior to customer discussion or distribution.
Documents and reports non-compliance of programs which may lead to termination of benefits.
Completes the Individual Responsibility Plan (IRP) and uses the Plan to guide customers toward self-sufficiency.
Evaluates, facilitates, monitors and documents services and customer progress in relation to established goals (IRP) and objectives.
Verifies and accurately enters customer job placement or accountable activity information into data system with error rate defined by the supervisor.
Adhere to performance goals as established by state and federal policy guidelines.
Answer incoming phone calls on Welfare Transition dedicated call center phone line in absence of customer service representative.
Schedules monthly follow-up appointments in person or by phone to collect and provide information, answers query, resolves basic issues and obtains consensus with the customer regarding expected outcomes pertaining to employment goals and program participation.
Target the needs and interests of specific individuals.
Consistently uses empathetic and courteous dialogue while conducting the appointment to gather appropriate case information updates.
Competently applies one or more CareerSource related program tools, multiple State system, document storage system and associated system tracking software.
Prepares customer for entry into employment by detailing employment informational resources, training opportunities, and career planning as appropriate.
Refers customer to basic skills, aptitude, and vocational tests as deemed necessary.
Manages emails, CNG and voice mails daily.
Maintains records of customer interactions, records details of inquiries, complaints, comments as well as actions taken via system case notes.
Answers unscheduled or escalated incoming calls to address the needs of the customer.
Assists customer with job search and in any other area deemed necessary to obtain gainful employment.
Provides mentoring and guidance as requested.
Prepares and provides labor market information, hiring trends and wage data as requested.
Performs other duties and responsibilities as assigned.