• Ensure consistent delivery of the Regional Customer Flow Policy and support the achievement of individual performance standards while maintaining compliance with all applicable federal, state, and agency regulations.• Serve as a primary coordinator for customer engagement services, working closely with the welcome team, WIOA staff, and other office personnel to ensure customers are connected to appropriate services.
• Conduct initial eligibility screenings and objective assessments to identify customer needs, strengths, and appropriate program referrals.
• Provide accurate program information to customers and staff, including basic program definitions and service options, and respond to routine inquiries as needed.
• Maintain accurate, timely, and compliant documentation in the case management system (e.g., ICC), including eligibility records, case notes, services delivered, outcomes, and follow-up activities.
• Coordinate communication and documentation with WIOA staff to ensure required forms, case notes, and supporting documents are completed and maintained according to program guidelines.
• Organize, oversee, and maintain physical and electronic files to ensure documentation supports eligibility determinations, gateway activities, service delivery, reporting, and audit requirements.
• Assist management and administrative staff with program implementation by supporting office workflows, customer flow processes, and continuous improvement of systems and procedures.
• Compile and utilize basic occupational, educational, and labor market information to assist in directing customers to appropriate staff, training opportunities, or employment services.
• Facilitate or support job readiness and life skills workshops, including résumé development, interviewing skills, financial literacy, professionalism, and workplace readiness.
• Conduct follow-up with participants after program exit in accordance with WIOA timelines to document outcomes and provide continued support or referrals as appropriate.
• Serve as a positive role model, mentor, and advocate for youth participants, supporting confidence-building, engagement, and persistence.
• Support reporting, evaluation, and data quality efforts by accurately tracking services, outcomes, and performance metrics and assisting with audit readiness.
