Retention and Resource Navigator

Retention and Resource Navigator

Requirements

• High School Diploma/GED or higher
• Bilingual or multilingual preferred
• This position requires the applicant to be bilingual (Spanish preferred)
• Proven experience as a front desk representative, agent, or relevant position
• Familiarity with office machines (e.g. fax, printer, etc.)
• Knowledge of office management and basic bookkeeping
• Ability to work in a variety of settings with a culturally diverse customer base, with the ability to be culturally sensitive
• Personal computer literacy is required, including effective use of the Internet, e-mail, Google Suite, Zoom, and Microsoft Office (Word, Excel, and Outlook)
• Ability to meet and/or exceed set goals and objectives
• Exceptional time management skills to meet deadlines and work under pressure
• Experience and knowledge of WIOA workforce development contracts/programs
• High customer service skills, providing front-facing services in person and other communication modes
• Ability to learn and adapt to different computer data entry platforms, spreadsheets, and databases
• Excellent verbal and written communication skills
• A Valid Driver’s License

Responsibilities

• Greet and create a welcoming environment for job seekers, employers, community partners (VIP’s) who visit the American Job Center (AJC), and sign in to the VOS greeter to track reasons for visits
• Assist VIP’s with registration into CalJOBs, including but not limited to, developing a profile, resetting passwords and looking up usernames, uploading resumes, and job search assistance
• Interviews customers to assess ongoing service needs, obtain occupational information and explore the full range of employment opportunities and/or training
• Be knowledgeable of the various workforce partners and programs to refer VIP’s to the appropriate resources to meet their needs and reduce barriers
• Provide follow-up services to exited WIOA customers to ensure they are provided with job advancement and retention opportunities for 12 months after program completion
• Provide information via email, phone, and text to VIP’s that support knowledge of events and services offered at the AJC to support employment retention
• Provide career advice including the development of individual employment/placement plans, referrals to jobs for advancement, and to training providers for additional skills upgrading
• Timely and accurate documentation of customer interactions through well-written case notes and employment verifications in the electronic case management system
• Coordinates with other service providers to leverage resources and service to benefit job seekers
• Address the unique needs and barriers of customers and create and maintain an environment of inclusion for all participants by making customer referrals to appropriate workshops, assessments, and internal programs while ensuring equitable access for all individuals regardless of needs or barriers
• Utilize person centered customer service behaviors in all interactions with internal and external customers
• Encourage and increase the number of customer satisfaction surveys completed on a monthly basis to gather feedback on methods for continuous improvement
• Assist with documenting workshop registrations and following up on referrals to invite to AJC services
• Answer phones and operate various office machines
• Route calls to specific people
• Call the persons waiting for visitors and book them a room to meet in
• Ensure the reception area is tidy and that resource room computers and equipment are operable and maintained
• Coordinate mail flow in and out of the office
• Approach each day and task with a “ZAG” mindset
• Other duties and projects as needed

Preferred Qualifications

No preferred qualifications provided.