Service Coordinator (2021)

Service Coordinator
Position Summary
As the first point of contact for Workforce Solutions Gulf Coast customers, the 
Service Coordinator plays a key role in ensuring a seamless and supportive 
experience for customers entering the Workforce Solutions career office.  The Service Coordinator helps customers navigate available 
services, use self-service technology, and access tools for job search and career 
exploration. This role contributes to overall service flow, technology access, and 
customer readiness by maintaining an organized environment and providing 
hands-on guidance.

Daily Operational Execution
•    Conduct a structured daily staffing check in to assess coverage, identify scheduling gaps, and set operational priorities for the day.
•    Ensure that the RESEA inbox for the region, is monitored and worked in accordance with policy regarding response times 
System Integrity (WAVE, WIT, FACS & Docuware)
•    Perform a complete daily audit of WAVE waitlists to identify and remove duplicate customers.
•    Verify service alignment between WAVE and WorkinTexas (WIT), ensuring all associated case notes, services, and documentation are accurate and Attended /No show are complete on RESEA outreach rosters.
•    Resolve discrepancies (FACS/Docuware office actions) immediately in collaboration with the EHSA and escalate recurring issues to supervisory staff.
No Show Monitoring & Management
•    Pull and review daily no-show reports for the region from the WIT Event Roster to re-outreach and engage.
•    Eliminate customers that have already been contacted or rescheduled to prevent duplicate outreach.
•    If a claimant fails to attend a scheduled RESEA orientation, update the claimant’s Registration Status and select “No Show” within seven days of the scheduled orientation date
•    Complete TWC Failure to report list (FTR) once received from board staff review and outreach customers to engage.

Customer Outreach & Engagement
•    Conduct outreach for Event Roster customers using approved methods (phone, WIT messages, email, and authorized outreach platforms) within 2 days prior to designated initial visit date.
•    Follow structured outreach protocols using standardized templates, including the required number of contact attempts over designated timeframes.
Documentation & Case Notes
•    Document 100% of outreach attempts, successful or unsuccessful, in WIT on the same day the activity occurs.
•    Ensure case notes accurately reflect: 

•  Date and time of contact attempt
• Method of communication
• Purpose of outreach
• Customer response or next steps

•    Review W42 submissions prepared by EHSA for accuracy and forward the finalized documents to the Gulf Coast Board liaison.
•    Maintain documentation accuracy that meets program compliance and audit standards.
Initial Visit Coverage
•    Remain available throughout the workday to conduct Initial Visits as operationally needed.
•    Ensure readiness by maintaining access to required systems, forms, and scripts.
•    Document Initial Visit outcomes in WIT immediately following the session.
 

Preferred Qualifications:
• High school diploma or GED required; associate degree preferred.
• One year of experience in customer service, administrative support, or help 
desk role, preferably in a workforce development or public service 
environment.
• Familiarity with computers, common web-based applications, and office 
equipment.
• Ability to communicate clearly and effectively with diverse populations.
• Strong problem-solving, multitasking, and interpersonal skills