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Resea Career Coach Rep. 1
4 months ago
TITLE:RESEA COACH
REPORTS TO:RESEA PROGRAM MANAGER
STATUS:Non-exempt
REPORTING TO:None
OVERVIEW
Reemployment Services and Eligibility Assessment (RESEA) program Coaches are unemployment insurance claimants’ first point of contact in the public workforce system, providing a warm welcome, support, encouragement, and hope. RESEA Coaches listen to client stories, ask questions, identify employment barriers, and engage with individuals to create life changes. They are resource connectors, mentors, and problem-solvers. They explain RESEA program requirements and support unemployment insurance claimants on their path to employment.
DUTIES
Hospitality and Customer Service
- Cheerfully greet individuals and families entering the offices, determine nature and purpose their visit, and connect them to appropriate resources.
- Listen to clients with compassion and empathy to resolve issues in a timely fashion.
- Provide information about the organization and services provided.
- Answer basic client questions about computer software or hardware operation.
- Provide information and refer individuals to community services for assistance.
- Arrange for interpreters or translators when clients require such services.
Career Exploration and Job Search Support
- Offer encouragement and support to clients as they complete training, education, and job search goals.
- Study labor marketing information to assist clients in determining and carrying out career and educational objectives.
- Explain regulations, policies, or procedures.
Administrative
- Schedule appointments and maintain and update appointment calendars.
- Transmit information or documents to customers, using computer, mail, or facsimile machine.
- Operate telephone to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- Complete documentation required by programs or regulations.
- Assist with events and programs in the office.
- Other duties as assigned.
KNOWLEDGE, SKILLS and ABILITIES
- Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and office procedures and systems such as word processing, spreadsheet functionality, and managing electronic files and records.
- Knowledge of computer hardware and software, including databases.
- Active Listening—gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Critical Thinking—uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- De-escalation—uses communication techniques to build rapport and connection with an agitated person to reduce the potential for violence.
- Service Orientation—actively looks for ways to help people.
ACADEMIC CREDENTIALS & EXPERIENCE
- High school diploma required; bachelor’s degree preferred.
- Two or more years of experience in customer service, hospitality, retail sales, counseling, coaching, teaching, or equivalent.
PHYSICAL WORK ENVIRONMENT REQUIREMENTS:
- Travel may be required within the region (NWI), to Indianapolis and elsewhere for project work or training. Ability to travel, have a valid driver’s license and insurance coverage of $100,000/$300,000.
- The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear.
EQUAL EMPLOYMENT OPPORTUNITY:
