Outreach and Intake Specialist

                                                                                                                                                                                  Job Description 

  
SUMMARY:   The Outreach and Intake Specialist is responsible for conducting community outreach and customer engagement activities to ensure the customer has proper documentation needed for enrollment and assumes the responsibility to perform duties in administrative areas.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Greet customers and provide first one-on-one contact information.  
• Screen customers to determine eligibility for WIOA program.  
• Upload eligibility documents into the state case management system using the correct naming convention.
• Schedule intake appointments, coordinates outreach activities, and handles computer/data entry functions.  
• Provide detailed information regarding services in person, virtually, and/or by telephone.  
• Perform follow-ups on no-show appointments.  
• Escort and/or direct customers to appropriate areas for testing, counseling, and resource room activities. Transfer files to the Career Coach when eligibility has been established.
• Responsible for initiating contact with referred customers and encouraging them to engage with the Provider and participate in mandated work activities. Customers may require repeated attempts at engagement.  
• Actively share information about outreach and engagement efforts with all Career Services staff.
• Inform Career Coach(s)of any barriers identified that may impact the customer engaging fully with the provider. 
• Contact the unemployment list of claimants by e-mail and phone. 

• Edit the disposition list. 
• Work independently with a strong sense of focus, task-oriented, non-judgmental, open personal qualities, and a clear sense of boundaries.  
• Energetic, resilient and outcome driven; ability to perform and maintain outcomes within a fast-paced environment.  
• Work in a variety of settings with a culturally diverse customer base with the ability to be culturally sensitive and appropriate.  
• Refer clients with barriers to the appropriate partner agency. Ensure there is a release of information on file. Follow up with the partner agency. 
• Work with customers in a caring and respectful manner and with due understanding of and consideration of their unique circumstances.  
• Work with individuals during times of crisis.  
• Travel and conduct outreach efforts in the community. 
• Other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.  

CORE COMPETENCIES: 

• Superior oral and written communication skills.  
• Strong interpersonal and staff management skills.  
• Strong customer service, organizational skills, and attention to detail.
• Ability to cultivate and manage high quality stakeholder relationships and demonstrate the ability to work with a diverse workforce.  
• Ability to function at a high level of discretion and confidentiality.  
• Must be a self-starter and committed to completing tasks in a timely manner.  

EDUCATION and/or EXPERIENCE: 

• High school diploma or equivalent. 
• A minimum of two (2) years of post-secondary education at an accredited college or University and two (2) years of experience undertaking outreach activities. Additional years of experience providing outreach/sale services may substitute for education. 
• A valid state driver’s license. 

OTHER SKILLS AND ABILITIES: Personal computer literacy required, including effective use of the Internet, e-mail, and Microsoft Office (Word, Excel, Teams and Outlook) and ability to learn and efficiently utilize various case management software programs. Ability to meet and/or exceed set goals and objectives. Excellent interpersonal, project and time management, customer service, organizational and communication skills, both oral and written required. 

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to walk, sit, talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function. 

WORK ENVIRONMENT: The noise level in the work environment is usually moderate. 

You will also have access to our comprehensive benefits package, which includes standard healthcare benefits, in addition to student loan repayment assistance, professional development funds, lifestyle wellness dollars, and so much more! For more information, please visit the KRA website: Careers – Join KRA's Workforce Development Team