Service Coordinator (Program Team) (1968)

BAKERRIPLEY•Houston, TX

4d•Onsite

About The Position

The Service Coordinator (Program Team) is responsible for daily operational execution, system integrity, no-show monitoring and management, customer outreach and engagement, documentation, and initial visit coverage. This role ensures that program operations run smoothly, customer data is accurate, and participants are effectively engaged with program services.

Requirements

High school diploma or GED required
Familiarity with computers, common web-based applications, and office equipment.
Ability to communicate clearly and effectively with diverse populations.
Strong problem-solving, multitasking, and interpersonal skills.

Nice To Haves

Associate degree preferred.
One year of experience in customer service, administrative support, or help desk role, preferably in a workforce development or public service environment.

Responsibilities

Conduct a structured daily staffing check in to assess coverage, identify scheduling gaps, and set operational priorities for the day.
Ensure that the RESEA inbox for the region is monitored and worked in accordance with policy regarding response times.
Perform a complete daily audit of WAVE waitlists to identify and remove duplicate customers.
Verify service alignment between WAVE and WorkinTexas (WIT), ensuring all associated case notes, services, and documentation are accurate and Attended /No show are complete on RESEA outreach rosters.
Resolve discrepancies (FACS/Docuware office actions) immediately in collaboration with the EHSA and escalate recurring issues to supervisory staff.
Pull and review daily no-show reports for the region from the WIT Event Roster to re-outreach and engage.
Eliminate customers that have already been contacted or rescheduled to prevent duplicate outreach.
If a claimant fails to attend a scheduled RESEA orientation, update the claimant’s Registration Status and select “No Show” within seven days of the scheduled orientation date.
Complete TWC Failure to report list (FTR) once received from board staff review and outreach customers to engage.
Conduct outreach for Event Roster customers using approved methods (phone, WIT messages, email, and authorized outreach platforms) within 2 days prior to designated initial visit date.
Follow structured outreach protocols using standardized templates, including the required number of contact attempts over designated timeframes.
Document 100% of outreach attempts, successful or unsuccessful, in WIT on the same day the activity occurs.
Ensure case notes accurately reflect: Date and time of contact attempt, Method of communication, Purpose of outreach, Customer response or next steps.
Review W42 submissions prepared by EHSA for accuracy and forward the finalized documents to the Gulf Coast Board liaison.
Maintain documentation accuracy that meets program compliance and audit standards.
Remain available throughout the workday to conduct Initial Visits as operationally needed.
Ensure readiness by maintaining access to required systems, forms, and scripts.
Document Initial Visit outcomes in WIT immediately following the session.