What are the responsibilities and job description for the Service Center Resource Specialist position at Forward Service?
FORWARD SERVICE CORPORATION
POSITION DESCRIPTION
Job Title:
Service Center Resource Specialist
Department:
Service Center
Reports to:
Service Center Team Leader
FLSA Status:
Non-Exempt
Prepared by:
Melissa McGuire
Updated Date:
September 2021
SUMMARY
The role of the Resource Specialist / Administrative Assistant is to understand FSC client needs and assist applicants in determining which programs or services are likely to support their efforts to find and maintain employment. They work within the Service Center to perform the initial review of need for the Wisconsin Works (W-2) program and are responsible for gathering information about the applicant’s recent job search efforts, employment skills, work history, education, potential barriers to employment or participation in work activities, and to identify whether the applicant is in a crisis situation (e.g., homeless, victim of domestic violence, no food in the house, etc.).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Manage W-2 Request for Assistance (RFA) related work items and provide ongoing administrative support for items received through the FSC and Service Center contact us inbox.
- Introduce the Transition to Success (TTS) model to all clients seeking services by asking: What is your dream?
- Ensure message to those seeking services is consistent with FSC’s mission and vision. Maintain knowledge of and promote FSC’s Menu of Services, including all Transition to Success (TTS) initiatives.
- Assist with the upkeep of relevant information used to maintain the CARE network.
- Coordinate resourcing and referral related information for individuals applying for services through FSC.
-
Understand the applicant’s situation and perform the initial review of need for employment-related services. The RS will:
- Ask the applicant what brought them to the agency and what they need to find and/or keep a job.
- Gather information through the RFA Informal Assessment about the applicant’s recent job search efforts, employment skills, work history, education, and potential barriers to employment or participation in work activities.
- Identify whether the applicant is in a crisis situation (e.g., homeless, victim of domestic violence, no food in the house, etc.) and the potential need for Emergency Services.
- Identify the need for any necessary accommodations to help the applicant complete the application process.
- Assess current child support case status and inform the applicant of the child support policy as it relates to W-2 employment positions.
-
Inform each applicant about the services available and assist the applicant in determining which programs and services are likely to support the efforts of employment. The RS will:
- Explain the services that are available through FSC, and the W-2 program including W-2 employment position/placements, individualized case management services, and supportive services. The RS must tell the applicant about the W-2 eligibility criteria and that eligible parent(s) must be willing to participate in exchange for W-2 payments. The RS must also explain the W-2 24-month placement time limits and 60-month state lifetime limit.
- Explain community partner programs/other workforce development programs such as DVR, UI, FSET, WIOA, and other employment programs and resources available.
- Explain the supportive service programs such as FS, Medicaid and BadgerCare, Childcare, EA, WIC, WHEAP, CAP, and local housing assistance programs
- Make appropriate referral to any programs in which the applicant has indicated an interest.
- Create an Application Registration form (RFA) in CWW for individuals requesting W-2 services and schedule a follow-up interview with the applicant and an eligibility FEP no later than five working days after the applicant submits the signed RFA. The applicant must sign the RFA telephonically or in person.
- Distribute all required forms and publications to the applicant and explain that they must verify nonfinancial and financial information to determine whether they will qualify for services – the RS will assist the individual as needed.
- During the resourcing process, the RS will refer the applicant to the Economic Support or Child Support offices as needed to make appropriate case updates so as to assist with case processing and to expedite the eligibility process.
- Ensure all appropriate documents are scanned into state software (ECF) in a timely manner.
- Enter all program related data accurately and timely into CWW and CARES.
- Must obtain and maintain RS certification in accordance with state law and administrative rule.
- Attend required meetings and training sessions.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the knowledge, skill, and/or ability required
- 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.
- Strong skills in MS Word, Excel and the ability to learn other computer programs.
- Must maintain a valid driver’s license with an acceptable driving record.
EDUCATION AND EXPERIENCE
A high school diploma or equivalency is required, and one (1) plus years of work-related experience, or equivalent combination of education and experience.
WORK ENVIRONMENT/PHYSICAL DEMANDS
Work is performed in an office environment and may require incumbents to do some light lifting or routine maintenance of basic office equipment. Position may require travel to various other locations within the state.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
BEHAVIORAL CORE COMPETENCIES
Customer Service: Works well with clients, promotes a positive image of company, strives to solve issues raised by clients, constantly and consistently exceeds the expectations and requirements of our internal and external clients; treats all people with dignity and respect.; makes every effort to solve problems and address client needs and be professional and polished when dealing with internal and external clients; keeps the client’s needs in the forefront.
Attitude/ Flexibility/Adaptability: Maintains a positive attitude and behaves positively towards work responsibilities, fellow employees, and the company. Supports department and company initiatives, is open to changes within the job and the company and is adaptable; remains flexible; relates well with co-workers, management, and clients; thinks “outside” the box to solve issues with internal and external clients, demonstrates resiliency, bounces back quickly from setbacks.
Quality/Effectiveness of Work Effort: Demonstrates a high degree of excellence in work quality; strives to eliminate errors, work is accurate, thorough, timely, and completed efficiently; delivers exceptional work that consistently exceeds expectations, considers cost effectiveness; seeks opportunities to improve product/services, demonstrates a conscious effort toward organizational quality efforts.
Judgment/ Problem Solving: Effectively makes decisions and resolves problems; considers the relevance and impact of decisions in terms of organization values and goals; involves others in making decisions as appropriate; defines and offer solutions to problems, strives to understand contributing factors, works to resolve complex situations.
Communication: Communicates in a concise and understandable manner, is able to speak and write clearly and succinctly; gets the message across that has the desired effect; uses empathy in exceeding the needs of our internal and external clients; is a good listener.
