JOB SUMMARY:
The Triage Specialist (TS) is committed to creating a positive first impression by ensuring each customer that enters the Workforce Center or engages virtually is effectively triaged and treated as a priority. The Triage Specialist is a critical role in the Career Center and provides technical assistance and support when needed to workforce staff.
ESSENTIAL FUNCTIONS:
Performs essential workforce services and functions beginning at the customer point of entry into the workforce center, to assist individuals participating in workforce programs. The Triage Specialist will conduct a one-on-one session with each new customer to identify immediate needs. Conducts initial assessment to determine if the customer would benefit from program enrollment or direct referral to the Placement Center or other service area. Responsibilities include collecting, analyzing, researching, and determining program requirements and customer eligibility. The TS identifies barriers to employment, and customer eligibility for critical workforce programs and services. Observes, receives, and obtains relevant customer information for data entry and prepares customer files. Provides information to co-workers, supervisors and other staff members to identify workforce programs and services for customers. Performs other related duties as assigned. REQUIRED SKILLS/ABILITIESKnowledge of workforce development, economic development, business intelligence and trends, and project management. Knowledge of effective management techniques and practices to include planning, strategy development and implementation, assessment of outcomes and accountability. Knowledge of word processing, spreadsheet, technology and computer skills. Exceptional customer service and interpersonal skills. Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented. Excellent verbal and written communication skills. Ability to understand and interpret federal and state program eligibility guidelines and requirement, and to consistently apply policies and procedures. Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the general public. Ability to develop strategies and solutions.
EDUCATION AND EXPERIENCE:
High School Diploma or GED required. Undergraduate degree from an accredited university or college in a relevant field of study and one (1) year of relevant experience preferred. Additional relevant experience may be considered in lieu of required education. Valid driver's license and proof of insurance with good driving record. Ability to relocate within the service delivery area. Bilingual in English and Spanish strongly preferred. PHYSICAL DEMANDSPhysical requirements include lifting up to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech and hearing. Working conditions are primarily in an office environment. Occasional driving and travel required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
