Lead Case Manager

Job Description

Job Title: Lead Career Navigator

Reports to: Project Director

Position Classification and Wage: Exempt

Office Location: Southern Oklahoma-Travel to different offices

Salary: $19.00 - $20.00 an hour

EXPERIENCE EXTREME CUSTOMER SERVICE

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented, well-trained people positioned for tomorrow's jobs. Our innovative approach to delivering services, passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results.

Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

Primary Objectives of Position: Provides ongoing leadership, coaching and technical expertise to the Career Navigators that are providing integrated workforce planning services to career center customers.

Essential Job Functions:

• Provides coaching and technical assistance to Career Navigators to assist with meeting performance and quality goals.
• Coordinates activities of Career Navigators to ensure the needs of the customers, providers and the Center are being met or exceeded. Ensures that staff members are appropriately engaging customers in order to achieve customer satisfaction standards.
• Responsible for all facets of personnel management for assigned staff in collaboration with Project Director, including hiring, development, performance review and evaluation, corrective action and termination.
• Problem solves difficult situations on behalf of customers and staff utilizing Extreme Customer Service.
• Identify and address needs for staff training.
• Reviews and approves timecards. Reviews and approves requests for PTO and other leave.
• Reviews and approves exit checklists.
• Final review and approval for supportive services and incentives.
• Works with management and QPT staff to evaluate ongoing quality results and opportunities for continuous improvement.
• Participates regularly in work groups and committees that meet to evaluate customer needs, improve services and implement new strategies.
• Establishes, implements and maintains procedures as needed and acts as a liaison between Career Navigators and other Workforce Center staff.
• Performs Career Navigator functions as required to assist with balancing workloads to include maintaining a caseload, assess customers and explore full range of employment opportunities and/or training, implement and update service plans to meet customer needs, and document case records and prepare reports.
• Utilize Extreme Customer Service behaviors with all interactions with internal and external customers.

Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity and recruiting experience.

Qualifications:

Education: Bachelor's Degree in Social Services, Human Resources, Communications, Business or equivalent experience is required.

Experience: Minimum of two years' experience in staffing, recruiting, or workforce development with at least one years' experience working with computer systems for data entry and data review required. Previous workforce experience and/or case management experience is preferred. Must possess demonstrated proficiency with verbal and written communication skills as well as demonstrated customer service skills and computer skills.

Skills/Abilities: Knowledge of employment and recruiting practices, ability to understand and follow program policy, knowledge of business practices and industry sectors, ability to work effectively in a fast paced environment, strong familiarity with regulatory entities and their laws and guidance that apply to job posting and recruitment, ability to effectively read and interpret written procedures, ability to prepare routine reports, ability to enter data into computerized system, skills in dealing with customers using Extreme Customer Service.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Diversity is at the heart of our business. It is key to our people's passion for serving individuals and communities who seek to build a stronger workforce. We strive to create a work environment that provides all our team members with equal access to information, development and opportunity. Furthermore, our commitment to diversity and inclusion is deeply rooted in the values instilled by our Four Cornerstones and commitment to Extreme Customer Service. We recognize that differences in age, race, gender, nationality, sexual orientation, physical ability, thinking style and background bring richness to our work environments. Such differences help us connect better with the workforce development needs of people we serve in our communities. We believe that attracting, developing and retaining a base of employees that reflects the diversity of our customers is essential to our success

Salary : $19 - $20