SNAP - Workforce Services Representative II

CAREERSOURCE NORTHEAST FLORIDA•Jacksonville, FL

5d•$34,011 - $0•Hybrid

About The Position

The position conducts intake interviews and assessments, state and federal mandated case management ensuring customers adhere to policies and guidelines. Answer incoming phone calls on a dedicated SNAP Employment and Training phone line. The Workforce Services Representative II provides guidelines on job searching and online training to interpret customer skills to determine and recommend objectives. This is a position working with the general public and is designated as a position of special trust. Specific duties include conducting daily intake appointments in person in Duval County as well as virtually in the outlining counties serviced by CareerSource Northeast Florida. Explain program guidelines and requirements to ensure customer understands the requirements of receiving and maintaining SNAP benefits issued by the Department of Children and Families. Answer incoming calls on a dedicated phone line while maintaining case management requirements. Informs customers of mandated participation requirements, customer rights and responsibilities and conducts monthly follow up calls. Process new intake appointments timely while adhering to time sensitive programmatic guidelines. Enter customer information into the online case management tracking system as well as file all documents electronically into online data base. Provides interpretation services via the Language Line Solutions when required. Reports non-compliance of program requirements which may lead to termination of SNAP benefits. Responds to emails and voicemails to determine customer priorities daily. Assists customers in any other area deemed necessary. Performs other duties and responsibilities as assigned.

Requirements

Ability to work independently by planning, organizing and coordinating work assignments.
Case Management experience: ability to engage and maintain positive customer relationships.
Ability to work effectively in a team environment; maintains a professional working relationship with management, co-workers and general public.
Proficient in the application of Microsoft Word, Excel, Outlook and other applications.
Ability to maintain strict confidentiality when exposed to sensitive information/issues.
Ability to communicate effectively, both verbally and in writing and ability to listen effectively.
Ability to manage email and telephone activity efficiently and courteously.
Ability to assess a job seeker and create a career pathway by research, program knowledge and critical thinking.
Two (2) years of experience in career development or related field required.
Florida Workforce Professional Tier 1 mandatory within one-year (12) months of date of hire.
Participates in 15 hours of continuing education annual to maintain Workforce Professional Certification.
Compliance with the Health Insurance Portability and Accountability Act (HIPAA).
Compliance with workplace safety to prevent on-the-job injuries by adhering to First Cost Workforce Development policy.
Local travel may be required and must provide own transportation.

Nice To Haves

Bachelor’s degree from an accredited college or university preferred.
Professional or nonprofessional experience may substitute on a year-for-year basis for the preferred college education.

Responsibilities

Conducts daily intake appointments in person in Duval County as well as virtually in the outlining counties serviced by CareerSource Northeast Florida.
Explain program guidelines and requirements to ensure customer understands the requirements of receiving and maintaining SNAP benefits issued by the Department of Children and Families.
Answer incoming calls on a dedicated phone line while maintaining case management requirements.
Informs customers of mandated participation requirements, customer rights and responsibilities and conducts monthly follow up calls.
Process new intake appointments timely while adhering to time sensitive programmatic guidelines.
Enter customer information into the online case management tracking system as well as file all documents electronically into online data base.
Provides interpretation services via the Language Line Solutions when required.
Reports non-compliance of program requirements which may lead to termination of SNAP benefits.
Responds to emails and voicemails to determine customer priorities daily.
Assists customers in any other area deemed necessary.
Performs other duties and responsibilities as assigned.