Snap Customer Support Jobs (NOW HIRING)

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 provides career guidance while adhering to performance measures within a fast paced, time sensitive case management environment.  This is a bilingual position working with the general public and is designated as a position of special trust.  Specific duties include the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Manages, directs and provides leadership, oversight and guidance to assigned staff; ensures expectations are understood and obtained and established policies are followed, documents performance and address programmatic deficiencies.
2. Responsible for ensuring time and attendance records are submitted accurately and on time prior to final approval.
3. 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. Provides Welfare Transition/SNAP E&T program information and guidance to management, staff and other stakeholders.
5. Assist with monitoring assigned operational goals and objectives to ensure that activities meet or exceed performance standards. 
6. Assist with reviews and monitoring programmatic compliance with federal, state and local statues, regulations and policies.
7. Provides recommendations for areas of improvement to ensure compliance with FCWD policies and Standard Operating Procedures. 
8. Provides guidance and creates, maintains and updates customer case files in accordance with defined standards and enters information into appropriate systems.
9. Monitors case files for accuracy and provides feedback to staff, as required, ensuring all services provided are accurately entered in the system per applicable regulations and internal requirements. 
10. Determines and provides guidance to staff on customer suitability for training; calculates eligibility for support services and prepares requests for support services to authorize payment for childcare, transportation allowance, training, uniforms, and related fees; submits requests to supervisor for review and approval prior to customer discussion or distribution. 
11. Assess and evaluate job seekers to identify employment goals creating a career pathway to include achievement of objectives and appropriate combination of services and referral to partners and community resources. 
12. Monitors, documents and reports non-compliance of programs, which may lead to termination of benefits. 
13. Utilize one or more of the CareerSource related program tools, State systems, document storage system and associated system tracking software.
14. Prepares customer for entry into employment by detailing employment, informational resources, training opportunities, and career planning as appropriate.
15. Refers customer to basic skills, aptitude, and vocational tests as deemed necessary.  
16. Overseas records of customer interactions, records details of inquiries, complaints, comments as well as actions taken via system case notes.
17. Answers unscheduled or escalated incoming calls to address the needs of the customer.
18. Prepare and attends fair hearings and hardship reviews providing supporting documentation and explanation of actions taken in providing WT/SNAP customer service.
19. Facilitate staff training and presentations to enhance program outcomes and improve performance measures  

ADDITIONAL DUTIES AND RESPONSBILITIES:

1. May be required to manage a caseload, complete intakes, and/ or other case management duties as assigned or needed.
2. Assist and provides feedback to management for areas for improvement that will ensure compliance with policies and Standard Operating Procedures that will result in monitoring and auditing reviews without findings.
3. Serves as a resource for staff and customers on various opportunities available.
4. Assist with the development of statistical performance reports and recommendations to enhance performance outcomes.
5. Assist with the development of written guidance for improvement and implementation and thereby ensuring deficiencies are corrected prior to next monitoring review.
6. Monitor, input and maintain customer information and progress in the electronic records system.
7. Assists customer with job search and in any other area deemed necessary to obtain gainful employment.
8. Provides mentoring and guidance as requested.
9. Prepares and provides labor market information, hiring trends and wage data as requested.
10. Attend meetings and conferences as required.
11. Performs other duties and responsibilities as assigned.

Qualifications and Education Requirements:

MINIMUM QUALIFICATIONS:

KNOWLEDGE SKILLS AND ABILITIES: 

1. Ability to work independently by planning, organizing and coordinating work assignments.
2. Ability to self-manage and demonstrates critical thinking and decision making while in the field.
3. Case Management experience: ability to engage and maintain positive customer relationships.
4. Ability to work independently by planning, organizing and coordinating work assignments.
5. Ability to work effectively in a team environment; maintains a professional working relationship with management, colleagues and other agencies and uses good judgment in recognizing scope of authority.
6. Ability to communicate effectively, both verbally and in writing and ability to listen effectively.
7. Ability to manage in person and telephone interaction efficiently and courteously.
8. Ability to multitask in a fast-paced environment.
9. Proficient in the application of Microsoft Word, Excel, Outlook and other applications.
10. Ability to assess a job seeker and create a career pathway by research, program knowledge and critical thinking.
11. Ability to learn and become proficient in all pertinent CareerSource technology and systems, including State systems, Florida, the CareerSource website and others as required or requested.
12. Ability to maintain strict confidentiality when exposed to sensitive information.

EDUCATION/EXPERIENCE:

Bachelor’s degree from an accredited college or university preferred.  Four (4) years’ experience in career development or related experience and two (2) years of case management experience preferred.  Proven experience in a supervisory or leadership role, preferably in the workforce development industry.  Professional or nonprofessional experience may substitute on a year-for-year basis for the required college education.

OTHER JOB-RELATED REQUIREMENTS:

1. Obtain the mandatory Florida Workforce Professional Tier I certificate.   
2. Participates in 15 hours of continuing education 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. May be required to travel locally 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.