Service Center Resource Specialist

Job Description                                                     Forward Service Corporation

Job Summary: 

Under the direction of the Service Center Team Leader, the Service Center Resource Specialist (RS) assists individuals across all FSC counties with the Wisconsin Works (W-2) program, Emergency Assistance (EA), or a combination of both. They meet with clients via phone, in person, or through video conferencing to provide information on available programs, help identify services best suited to their needs, and initiate the application process, including scheduling follow-up appointments to determine eligibility. The RS collaborates with clients to streamline access to services and ensure a seamless experience across FSC programs. They also explore additional resources if W-2, EA, or both do not fully meet a client’s immediate needs or support those needed for employment-related services. The RS introduces tools such as the CARE Network and the Map of My Dreams to help clients plan for their future and access available resources. Additionally, the RS promotes the Transition to Success (TTS) model and supports FSC’s mission through effective communication and exceptional client support.

Essential Duties and Responsibilities include the following:

• Responds promptly to all individuals contacting the FSC Service Center, regardless of the communication method—whether by phone, voicemail, email, or other channels—and informs clients about the different ways they can apply for services.
• Assesses client needs to provide thorough, appropriate, and helpful referrals, addressing those needs effectively. Shares information about all programs and services available through FSC, including supportive service programs, Job Center partner programs, and other workforce development programs.
• Identifies whether individuals contacting the FSC Service Center are homeless or facing the threat of homelessness, utility disconnection, natural disaster, or other emergency crises. Explains available services through Emergency Assistance (EA), including potential payments and verification requirements, and schedules an appointment with an EA specialist within the required timeframes.
• Initiates the application process by generating the Application Registration Form (RFA) in CWW for any individual wishing to apply for the W-2 program. Explains the services available through W-2, as well as eligibility and participation requirements, provides required forms and publications, and schedules an intake interview with an eligibility FEP within the required timeframes.
• Schedules appointments with program specialists using Client Scheduling in CWW, ensuring appointments are set within appropriate timeframes. Inform clients of next steps, including what to bring to their appointment and what information will need to be verified as part of the eligibility determination process.
• Assists in gathering verification or requesting necessary documents as needed for follow-up interviews.
• Aids callers in different languages using available translation services.
• Follows specific scripts or call flows when handling certain types of client requests.
• Obtains and enters accurate client information into appropriate systems and databases.
• Manages assigned work items and associated tasks within state systems, ensuring timely and accurate processing.
• Maintains both paper and electronic client files, uploads documents to the shared drive, and scans all applications and related documents into the ECF.
• Records detailed and accurate case comments in CWW and WWP.
• Assists with maintaining relevant information to support the CARE Network as part of the Transition to Success (TTS) initiative.
• Adheres to all established timeframes set by both W-2 and EA program policies and FSC standards.
• Works effectively in a fast-paced, high-volume environment while managing a heavy call volume, including back-to-back client meetings.
• Maintains confidentiality of all client information.
• Demonstrates regular and prompt attendance.
• Performs other duties as assigned.

Additional Responsibilities

• Assists Service Center staff with clerical tasks as needed. 
• Attends trainings and meetings.

Qualification Requirements: To perform the job successfully, an individual should demonstrate the following qualification requirements: 

• Knowledge of FSC program services, requirement, policy, and activities.
• Ability to understand program requirements and policy. 
• Ability to work effectively individually and in a team environment. 
• Ability to work effectively with program individuals, community organizations, and area employers.
• Ability to work independently on computers.
• Good oral and written communication skills. 
• Ability to work in a fast-paced environment.
• Strong organizational and time management skills. 
• Ability to maintain a professional attitude and network effectively. 

Required Education and/or Experience:

A high school diploma or equivalency is required, and one (1) year of work-related experience. Alternatively, a combination of education and relevant experience that demonstrates the necessary skills and qualifications for this position. 

We value diverse backgrounds and experience, so non-traditional education paths and varied work experience are encouraged to apply. 

Certificates and Licenses:

Must obtain and maintain Resource Specialist certification in accordance with state law and administrative rule.

Computer Skills: 

To perform this job successfully, an individual should have strong Microsoft Office 365 knowledge with the ability to learn program specific software. They should have basic computer skills including write, modify and edit text using word processing applicable, create and format simple spreadsheets, create presentations, know how to forward and cc emails, understand how to search, assess search results, and download information from the internet. They need to be able to type 30WPM with at least 95% accuracy. 

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.   Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities: 

No Supervisory Duties 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is indoors where the noise level is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.   Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements be interpreted as all inclusive.  Additional functions and requirements may be assigned by management as deemed appropriate.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonable accommodate disabled individuals.  However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.

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