Condition of Employment:

As a condition of pre-employment eligibility, a Level 1 security background screening is required, which consists of a check of the State of Florida law enforcement records.

General Description

The position manages and directs Workforce Service Representatives, and all staff assigned to the One-Stop Center to include center partners.  This is a position working with the general public and is designated as a position of special trust.  Specific duties include the following:

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Actively manages the performance of staff members to include, ensures job duties and responsibilities are understood; assigns and manages work schedules; defines and communicates performance standards; develops corrective actions to address staff deficiencies; documents performance and makes recommendations on hiring and dismissal of staff if deemed necessary.
2. Responsible for ensuring time and attendance records are submitted accurately and on time prior to final approval.
3. Develops and implements employee training and development goals and guidelines, cross trains all positions. Responsible for assessing individual and team training needs, sourcing and assigning targeted training programs, providing on-the-job training and guidance, monitoring employee progress, and evaluating the effectiveness of training initiatives to ensure staff acquire the necessary skills and knowledge to perform their roles effectively, all while adhering to company policies and standards. 
4. Assumes accountability for obtaining defined performance standards; provides and documents ongoing communication and training to foster success of team and company.
5. Responsible for maintaining procedures/workflows accurately and in compliance with established local procedures and other defined mandates.
6. Develops and implements employee training and development goals and guidelines, cross trains all positions.
7. Performs monitoring of workloads assigned to each team member and documents reviews; develops and implements performance improvement plans and/or training as needed.
8. Maintains direct and constant contact with District Director; prepares and provides written reports detailing activities of individual members and team as a whole; addresses areas of concern; implements corrective action procedures.
9. Continuously examines the quality and efficiency of customer services provided and outcomes achieved.  Develops and recommends process improvements as needed.
10. Addresses and effectively resolves customer complaints and issues escalated to management level.  Schedules and attends meetings with customers to address unresolved issues.­.  Provides training and direction to team member(s) to prevent future need for management intervention. 
11. Develops and implements system of analysis and quality assurance.  Ensures documentation, compliance and procedures adhere to monitoring/auditing standards.  Provides direct oversight of performance to maintain highest level of monitoring/auditing compliance in accordance with local and state requirements.
12. Uses current and evolving technology in the performance of the Center’s operational requirements and ensures team members are trained and knowledgeable on available equipment as needed.
13. Responsible for ensuring payroll (employee timesheets) are submitted accurately and on time prior to approval.
14. Conducts scheduled, recurring staff meetings with workforce services staff for multi-purpose information sharing.  Meets regularly with senior, designated staff from each organization represented in the Center to review matters of mutual interest and concern.

ADDITIONAL DUTIES AND RESPONSBILITIES:

1. Assist with front line activities by proactively greeting customers and provides an orientation on the One Stop System and is familiar with the functions and basic eligibility requirements for each program.
2. Provides interpretation and implementation of local, state and federal regulations, statutes, policies and procedures when necessary.
3. Addresses non-routine inquiries that may require deviation from standard screens, scripts and procedures.
4. Coordinates the collection and processing of required forms and documents from other centers, partner agencies and customers.
5. Actively involved in the recruitment, interviewing and hiring decisions made at center level.
6. Maintains professional relationships with other agencies, community groups and business partners to enhance the services and opportunities available to CareerSource customers.
7. Contributes to a safe working environment by being prepared to take action should a health or safety emergency occur. 
8. Performs other duties and responsibilities as assigned.

Qualifications and Education Requirements:

MINIMUM QUALIFICATIONS:

KNOWLEDGE SKILLS AND ABILITIES:

1. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting service quality standards, and evaluating customer satisfaction.
2.  Proficient in using Microsoft Word, Excel, Outlook, and other applications.
3. Ability to understand and apply applicable Local, State, and Federal program requirements
4. Ability to communicate effectively, both verbally and in writing, and ability to listen effectively.
5. Ability to work independently by planning, organizing, and coordinating work assignments.
6. Ability to maintain strict confidentiality when exposed to sensitive information/issues.
7. Ability to record, collect, evaluate, and analyze data.
8. Ability to work effectively in a team environment; maintain a professional working relationship with managers, co-workers, and the general public.
9. Must possess strong public presentation and negotiation skills and the ability to interact with all levels of management and customers.
10. Ability to learn and develop proficiency in computer applications and CareerSource technology and systems, including but not limited to State Systems, the CareerSource website, and others determined by management.
11. Ability to analyze, problem solve and make good decisions in difficult and changing situations.

EDUCATION/EXPERIENCE:

Bachelor’s degree from an accredited college or university preferred.  Two (2) years of full-time, increasingly responsible administrative/management experience in workforce development is required. Professional or nonprofessional experience may substitute on a year-for-year basis for the preferred college education.

OTHER JOB-RELATED REQUIREMENTS:

1. Florida Workforce Professional Tier 1 mandatory within one-year (12) months of date of hire.  
2. Participates in 15 hours of continuing education annual to maintain Workforce Professional Certification.
3. Compliance with the Health Insurance Portability and Accountability Act (HIPPA).
4. Compliance with workplace safety to prevent on-the-job injuries by adhering to First Cost Workforce Development policy.
5. Local travel may be required and must provide own transportation.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

1. Working indoors and occasional vehicular travel encountered.
2. Prolonged period of sitting at a desk and working on a computer.
3. Must be able to lift 15 pounds at times.

BENEFITS:

Medical, Dental, Vision, Life Insurance (1 x annual base at no cost), Supplemental Life Insurance, Flexible Spending Account (FSA), Tricare Supplemental (Veterans only), AFLAC Supplemental, Florida Retirement System (Pension/Investment), State of Florida Deferred Compensation Plan, Employee Assistance Program, Tuition Reimbursement, Pet Insurance, Avis/Budget Discounted Rental Vehicles, Annual Leave, Sick Leave, Sick Leave Bank, two Personal Days, nine paid Holidays, Alternative/Flexible Work Schedules

Equal Employment Opportunity (EEO) Employer:

It is the policy of First Coast Workforce Development Consortium (FCWDC) to provide equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or veteran status, in accordance with applicable federal, state and local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. FCWDC makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Reasonable accommodation may be made to enable qualified persons with disabilities to perform the essential functions of this position.