The WRTP/BIG STEP Program Coordinator provides general support to our programs and services assisting our organization in meeting contract performance and goals. The Program Coordinator is the liaison between the staff, community, and agencies. This position is the initial contact for interested parties and responsible for triaging all incoming requests, questions, and needs by counseling, mentoring, guiding, and advising.

Essential Duties and Responsibilities

Intake & Triage

• Coordinate the intake process and operation by providing guidance and support for staff, partner agencies, and participants to ensure a smooth operation of the intake process.
• Establish and maintain positive relationships with participants, referral sources, and other stakeholders, serving as a point of contact for inquiries and concerns.
• Gather and record essential information from interested participants, such as personal details, contact information, and relevant background information.
• Respond promptly and effectively to participant requests and concerns, striving to resolve issues and maintain participant satisfaction.
• Assess the needs of participants during the intake process while facilitating the delivery of high-quality care.
• Ensure compliance with legal guidelines and regulations governed by contracts, including adherence to relevant policies and procedures.
• Coordinate with management the interpretation and implementation of policies, procedures, and standards of care within the intake department, providing guidance and support to staff as needed.
• Collaborate with other departments and stakeholders to optimize the intake process and improve the overall quality and experience.
• Monitor intake activities and performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
• Maintain accurate records and documentation related to intake activities, ensuring confidentiality and compliance with privacy regulations.
• Input data into Efforts To Outcomes (Database System), ensuring all calls, appointments and screening are documented and processed in accordance with Intake policies.
• Performs audits and communicates findings and recommendations verbally and via reports as required.
• Performs off-site intake process for outreach events as needed.
• Process participant files according to established procedures and timeline, maintaining a high level of efficiency and productivity.
• Run input and outcome reports as needed and requested.

Program Coordination

• Assist with development and implementation of all programming including coordinating apprenticeship preparation, tutoring, curriculum, industry certifications, testing, and other programming as necessary.
• Oversee all office operations for programs.
• Ability to meet all responsibilities and contractual agreements of grants, partnerships, and program operations.
• Provide overall support by implementing training classes and programming.
• Evaluate, inform, organize, and connect participants with additional resources.
• Manage multiple projects and prioritize tasks. Effectively delegate and provide follow up to ensure projects get to completion.
• Collaborate with South Central Director to conduct effective orientation and recruitment sessions and provide quality customer service to all participants.
• The Program Coordinator analyzes reports from the Efforts to Outcomes (ETO) database in conjunction with Excel spreadsheets to provide accurate data regarding progress toward identified program goals.
• Provide smart and effective, light case management with participants including assessment, career guidance, education/information, referrals, follow up, data entry in ETO and professional relationships with community partners.
• Provide support for agency outreach, orientations, recruitments, trainings, and community events.

Administrative Support

• Communicate, including greeting and directing clients and guests in a professional and consistent manner and understanding and communicating programs, enrollment, and eligibility processes.
• Perform clerical and office functions such as, but not limited to answering multiple phones and directing a wide variety of callers in an accurate and professional manner.
• Schedule and proctor Accuplacer exams. Enter scores in the Efforts to Outcomes (ETO) database, relay scores to participants and appropriate parties.

Other Duties & Responsibilities

• Assisting with special projects as assigned.
• Maintain confidentiality of all agency files/records, business lists, and contractual agreements.
• Provide coverage for colleagues when needed.
• Perform other job-related duties that are necessary to carry out the responsibilities of the position and/or the organization.
• Represent WRTP|BIG STEP members and partners in a professional manner always.

Work Relationship

• Reports to the South-Central Region Director.
• Has contact with a wide variety of individuals including, but not limited to staff, partnering agencies, federal and state-based contractors/vendors, unions, employers, and members of the community.

Working Conditions

• Work is performed primarily in a direct service environment in the Madison area office but may occasionally be required to go to different sites based on organizational needs.
• Will work with a diverse population and may include youth, recently released individuals, individuals facing barriers.
• 40 hours per week.
• Regular hours will consist of Monday through Friday, 8 AM through 5 PM with a 1 hour lunch.
• Will occasionally need to flex hours by starting and ending later.