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Social Worker

3 months ago

Austin, Texas, United States 22nd Century Technologies, Inc. Full time
Duration:
6 Months

Schedule:
M-F 8AM to 5PM

BG/DT required:
Yes

Job Description:
  • The Coordinator, Unhoused Fare Program reports directly to the Manager, Cash Operations. This position is responsible for the management, coordination, and support of the Unhoused Fare Program. This position works in collaboration with organizations providing services to individuals and families experiencing homelessness who are enrolled in the Homeless Management Information System (HMIS) to provide fares for local transportation services and is also responsible for establishing and maintaining relationships with Service Providers and Program Customers through in-person virtual, and phone assistance, service, and retail sales.

Roles and Responsibilities:
  • Ensure functionality of the Unhoused Fare program processes, and procedures to include providing advanced customer service functions, and assistance to internal and external customers.
  • As Program coordinator, provide collaboration and oversight with internal and external stake holders of all program systems including HMIS service point and client's Oracle ERP
  • Build positive and constructive relationships with project and system stakeholders, by understanding their needs and problems, and providing timely communications, and solution recommendations.
  • Responsible for stated objectives, goals, and performance standards assigned to the program, ensuring that goals are met and /or exceeded.
  • Collaborate closely with the Customer payment systems supervisor in triaging reported issues escalating customer facing issues and providing support as needed.
  • Provide an escalation path for project conflict resolution, as necessary.
  • Serve as the formal point person in the absence of the Customer Payment Systems Supervisor, providing leadership and assistance to customers and internal team members.
  • Communicate and report program service usage, value, number of the community served, progress, risks, and challenges to client's leadership and invested stakeholders on a monthly period basis for use in agency-wide reports dashboards and data warehouse.
  • Serve as needed in the capacity of Transit Store resource on cross-functional project initiatives.
  • Perform as a retail sales cashier in a supplemental capacity:
  • Educate and assist customers with purchases of bus and rail passes, Reduced Fare ID cards (RFID), Metro Access cards, retail merchandise, and phone application inquiries/troubleshooting.
  • Conduct retail sales transactions.
  • Adhere to strict sales and inventory procedures and controls - including accuracy of sales transactions, reconciliation of sales to inventory and daily register closeouts, and adherence to performance expectations specific to the Transit Store staff.
  • Perform key functions of the Transit Store, including the preparation of store opening procedures and the end of day store closing procedures.
  • Authorize qualifying Reduced Fare ID cards applications, including entry of data into the RFID database, taking ID photos, and producing the finished ID card.
  • Perform the retail sales cashier functions associated with the issuance and sale of these ID's. Advance any non-qualifying applications to the Transit Store Supervisor for review before denying the applicant.
  • Maintain the 'lost & found' process including records, by assisting customers, taking messages, and making call backs as necessary, reuniting found items to proper claimant, organization and disposal of unclaimed items. Retain 'lost & found' items in accordance with policies and procedures.
  • Maintain Transit Store data records, databases, and equipment, such as card printer, camera, and point-of-sale (POS) system, working closely with the Transit Store Supervisor. P&C May 2024 Coordinator, Unhoused Fare Program Coordinator (Temporary)
  • Assist customers with general bus and rail service questions, including trip planning, service changes, detours, special events, directions, fares, and literature.
  • Perform routine tasks including, but not limited to, mailing out form letters, preparing Excel spreadsheets passes and merchandise, recordkeeping, and ensuring published Client's literature such as pocket schedules and brochures remain stocked for customer access.
  • May be expected to mentor newer staff assigned similar responsibilities in the Transit Store
  • Must exhibit and demonstrate behavior consistent with a high level of professional ethics.
  • Support client's Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
  • Perform other duties as required and/or assigned.
Required Education:
  • Bachelor's degree in a related field required. Related experience will be substituted on a year for year basis up to (4) years.
  • Five (5) years of progressively responsible customer service experience in a social services and retail in-person sales environment serving as a cashier or customer service representative.
  • Bilingual (English/Spanish) preferred. Verbal and written fluency required for English and preferred for Spanish.


Required Skills:
  • Knowledge of the Austin Street system and a working knowledge of client's services, with significant personal riding experience on client's services strongly preferred.
  • Skill as a retail cashier, with experience processing sales transactions at a cash register or point-of [1] sale system.
  • Ability to communicate and interact effectively with a wide range of customers, verbally and in writing.
  • Ability to maintain composure with customers who present difficult or irate situations.
  • Excellent organizational abilities, analytical skills, presentation, written and verbal communication skills.
  • Ability to communicate to diverse stakeholder groups, including the interpretation and administration of policies procedures sufficient to implement discuss, resolve and explain to staff and stakeholders.
  • Ability to be self-motivated and seek opportunities for continuous improvement of skills and program processes.
  • Ability to be a positive and constructive contributor, catalyst, and willing participant of procedural and organization system changes.
  • Ability to establish and maintain effective working relationships with employees, management, service providers, local and regional partner agencies, and the public.
  • Analytical ability to find solutions to complex problems. Ability to meet established deadlines, generate spreadsheets, and write reports.
  • Knowledge of and familiarity with community resources including but not limited to low income, housing insecurity, and veterans.
  • Knowledge of relevant federal, state and local laws, codes, policies, and regulations related to social service administration systems.
  • Experience working in a multidisciplinary environment.
  • Demonstrated proficiency in Microsoft Office 365, including Word, Excel, SharePoint, PowerPoint, Outlook, and Oracle.
  • Ability to work in a fast paced, high-volume, and multi-tasking retail environment.
  • Ability to effectively manage time and work independently including the ability to: o Evaluate program and work objectives and effectiveness.
  • Establish program goals.
  • Propose operational adjustments and initiatives for agency on issues related to this program.
About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies' delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among "Best Company to Work For" by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients' expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

"22nd Century Technologies is an Equal Opportunity Employer" and "US Citizens & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.