Customer Service Representative
4 days ago
Welcome to the role of Intake Specialist at West Central Arkansas Workforce Development Area. As an integral part of our team, you will be responsible for processing applications for WIOA Programs available through WCAPDD.
About the Role
This position is housed in Hot Springs and will cover outreach within Hot Spring, Pike, Clark, Garland, and Montgomery Counties. The ability to communicate effectively with the public, perform tasks timely and accurately, and maintain detailed documentation is essential in achieving success in this position. You will promote WIOA Programs through targeted outreach and support off-site events and affiliate or specialized locations. Additionally, you will have knowledge and understanding of local, state, and federal policies and procedures related to WIOA.
Responsibilities
* Promote WIOA Programs through targeted outreach
* Support off-site events and affiliate or specialized locations
* Have knowledge and understanding of local, state, and federal policies and procedures related to WIOA
* Understand and accurately present WIOA eligibility requirements to diverse audiences
* Interpret and explain eligibility criteria and processes
* Conduct applicant interviews to determine needs and requirements
* Complete intake paperwork, including application, with potential clients
* Determine and explain eligibility requirements with each individual applicant
* Collect necessary eligibility documents
* Compile information, application, and documentation to complete and determine eligibility, including personal and financial information of applicants as necessary
* Maintain files and records in both hard copy and digital formats
* Create case notes detailing eligibility process, barriers, eligibility determination, and desired services
* Create accounts, enter demographic information, and create case notes into Arkansas JobLink
* Maintain database of applications, eligibility status, and requested services while providing regular reports
* Track and report outreach, inquiries, and referrals
* Review eligibility determinations completed by others for completion and accuracy. Provide detailed recommendations if needed.
* Assign eligible cases to appropriate staff members
* Work in partnership with Business Services Team to conduct eligibility for training initiatives
* Work with partners to conduct eligibility for dual and co-enrollments
* Assist in scanning, filing, copying, and other administrative duties
* Will operate as a team member with other employees. All team members are expected to have a basic working knowledge of the services offered to customers and should be prepared to provide back-up coverage in these service areas during peak periods, or when staffing shortages arise due to lunch hours, vacations, or staff illness
* Perform other related duties as assigned by the Field Services Coordinator.
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