Outreach and Intake Specialist

KRA is seeking a dynamic Outreach and Intake Specialist to conduct community outreach and customer engagement activities to ensure the customer has proper documentation needed for enrollment and assumes the responsibility to perform duties in administrative areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Greet clients and provide first one on one contact information. 
• Screen customers to determine eligibility for WIOA program. 
• Maintain files for all customers in conjunction with required documentation. 
• Schedule appointments, coordinates activities, and handles computer/data entry functions. 
• Provide detailed information regarding services in person and/or by telephone. 
• Perform client follow-ups on no-show appointments. 
• Escort and/or direct clients to appropriate areas for testing, counseling, and resource room activities. Transfer files to the Career Coach when intake assessments are complete. 
• Responsible for initiating contact with referred Customers and encouraging them to engage with the Provider and participate in mandated work activities. Customers may require repeated attempts at engagement. 
• Responsible for re-engaging those Customers who were engaged, but who subsequently terminated participation. 
• Actively share information about outreach and engagement efforts with Case Managers. 
• Inform Case Managers of any barriers identified that routinely prevent the Customer from engaging fully with the Provider. 
• Work independently with strong sense of focus, task-oriented, non-judgmental, open personal qualities, and clear sense of boundaries. 
• Energetic, resilient and outcome driven; ability to perform and maintain outcomes within a fast-paced environment. 
• Work in a variety of settings with culturally diverse customer base with the ability to be culturally sensitive and appropriate. 
• Work with customers in a caring and respectful manner and with due understanding of and consideration of their unique circumstances. 
• Work with individuals during times of crisis. 
• Travel and conduct site visits at customer’s home, employment, and work experience site. 
• Other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

CORE COMPETENCIES:

• Superior communication skills – oral and written. 
• Strong interpersonal and staff management skills. 
• Strong customer service and organizational skills. 
• Ability to cultivate and manage high quality stakeholder relationships and demonstrated ability to work with a diverse workforce. 
• Ability to function at a high level of discretion and confidentiality. 
• Must be a self-starter and committed to completing tasks timely. 

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent.
• A minimum of two (2) years of post-secondary education at an accredited college or University and two (2) years of experience undertaking outreach activities; additional years of experience providing outreach services may substitute for education.
• A valid state driver’s license.

OTHER SKILLS AND ABILITIES: Personal computer literacy required, including effective use of the Internet, e-mail, and Microsoft Office (Word, Excel and Outlook) and ability to learn and efficiently utilize various case management software programs. Ability to meet and/or exceed set goals and objectives. Excellent interpersonal, project and time management, customer service, organizational skills and communication skills, both oral and written required.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to walk, sit, talk and hear. The employee must occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

WORK ENVIRONMENT: The noise level in the work environment is usually moderate.

For benefits information, please visit the KRA website: https://www.kra.com/kra-employee-benefits/