Lead Service Coordinator
Job Summary: Career Advance is a sector based service that offers employment opportunities that foster long term employment outcomes. The program goal is to support successful attachment to the labor market. The Lead Service Coordinator is responsible for responding to escalated customer issues and assist customers in the resolution of all complaints.
Work with customers to access government-sponsored programs and receive program services.
Interact with program participants on a regular, daily basis either in person or via mail.
Educate customers on program services and eligibility requirements.
Assist customers in a multiple phases of the case management process, ranging from enrollment through the securing and maintaining employment for one year.
Work with customers to meet and achieve program goals and maintain program services and eligibility.
Assist customers with acquiring services that facilitate program goals (e.G., educational and/or vocational training, medical, child care, transportation, substance abuse/mental health, child support establishment, legal, and other related needs).
Follow-up with customers to ensure that their needs are met and questions and concerns are resolved.
Serve in a lead capacity as needed by coordinating and directing the work of lower level staff, mentoring and advising lower level staff, and handling complex or escalated issues.
Perform other duties as assigned.
Education/ Skills required: Bachelor s degree from an accredited University or College in human services or related field. Five years experience in case management services preferably in employment or welfare to work program. Experience in working with individuals with ex-offender status or clients with extreme barriers to obtaining employment. Demonstrate initiative, independent judgment, discretion and decision making and effective motivational skills. Demonstrate intermediate level knowledge and experience with personal computer and related software applications to include MS Office, PowerPoint and the Internet. Excellent organizational, interpersonal, written, listening and verbal communication skills. Must be able to perform comfortably in a fast-paced, deadline-oriented work environment with continuous change, as a team member and independently.