Customer Service Representative - 20036852 at STATE OF OHIO in Mansfield, Ohio

Job Description:

MISSION STATEMENT: 

Our mission is to improve the well-being of Ohio’s workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio’s most vulnerable citizens. 

This position is held within the Office of Workforce Development. Learn more about the office by visiting Job and Family Services – Office of Workforce Development website.

NOTICE: Current employees of ODJFS in the OCSEA/AFSCME union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA/AFSCME applicant is not selected for this position.

Major Duties and Responsibilities: 

Under general supervision, performs one or more of the following duties at an OhioMeansJobs Center location as a representative of the Department of Job and Family Services (ODJFS) as a partner agency: 

Conducts Workshop Sessions:  plans (i.e., establishes frequency and length of workshop; sets up training room; identifies presentation style {small groups, classroom, conference, U-shapes}; identifies communication style; prepares workshop schedule and agenda); develops and compiles workshop hand-outs and materials using personal computer and applicable software (e.g., word processing; spreadsheet; presentation software); identifies and notifies participants and/or guest speakers; distributes workshop notifications; tracks participant attendance; tracks evaluation process and training outcomes; coordinates with other OhioMeansJobs Center partners to create goals and strategies for workshop delivery; facilitates training to meet customer needs; evaluates workshop effectiveness and identifies trends in learning and workshop improvement opportunities; distributes and ensures needs assessment is completed by job seeker, if appropriate; collects data on training needs of participants and suggested workshop topics.  

Services Employer Accounts:  using personal computer selects and refers applicants for employment opportunities; refers job seekers to prospective employers and initiates contact via telephone and/or electronic mail; enters job orders using OhioMeansJobs.com; matches employers’ openings to job seekers based on need and requirements; tracks and enters appropriate placement information in Ohio Workforce Case Management System (OWCMS); records and maintains on-going activity of service provided on the appropriate screens in OWCMS; understands employment needs, requirements and staffing patterns; assists employers to understand intent and scope of account services and other options to meet employer specific needs; be an expert of the OhioMeansJobs Center services.  

Delivery of Program Services:  Reemployment Service and Eligibility Assessment (RESEA) and/or Unemployment Compensation Reemployment Service (UCRS) program services: (e.g., sends letters to applicants; schedules and records attendance and/or supplemental activities in Ohio Job Insurance (OJI) system; assists applicant in development of an individual employment plan to identify barriers to employment; refers applicant to support services (e.g., community and/or OhioMeansJobs Center partner services)); follows-up to ensure subscribed supplemental activities are completed.  

Services Job Seeker Accounts:  using personal computer, registers new applicants or updates previous applications for employment using Ohio Workforce Case Management System (OWCMS); interviews job seeker to determine personal and work history to assess skills, aptitude, physical limitations, job interest and readiness, develops mutually agreed upon employability plan to access employment/training opportunities and to address barriers which may negatively impact successful job search outcomes; instructs and informs job seekers on labor market information and how to access employment opportunities; using OhioMeansJobs.com match job seeker and employers based on needs and requirements; contacts job seekers via telephone and/or electronic mail regarding job referrals to employment opportunities; responds to job seeker concerns regarding appropriateness, quality and number of job referrals; contacts job seeker direct or use other means to track and enter appropriate placement information in OWCMS; records and maintains on-going account of service activities provided to job seeker on appropriate screens in OWCMS (e.g., case management); identifies post-employment training opportunities; provide guidance to customers: (e.g., registration to OhioMeansJobs.com; create, post and/or upload resumes; completes Career profile assessment in the system).

Serves as ODJFS team member: performs Wagner Peyser partner duties (e.g., assists and focuses on reemployment for job seekers as a priority placement group; assists job seekers with finding new employment opportunities; assists in delivery of Apprenticeship, Veteran, Labor Market Information (LMI), Dislocated Workers and Reemployment services).

Provides General Orientation to customers:  acts as initial greeter to customers and provides general information and reference materials regarding OhioMeansJobs Center partner services; schedules customers for group orientation sessions and/or refers to Resource Room and/or refers to OhioMeansJobs Center partner for services; assists in-group presentation to orient customers to OhiomMeansJobs partner services.  

Staff Resource Room:  verifies availability of job openings for self-search job seekers; monitors trends and usage of self-help strategies for sharing to increase and improve Resource Room availability of materials; develops computer-assisted instructions for customer use; assists and trains job seekers to effectively use job search tools and strategies using a variety of formats and facilitation styles and methods (e.g., computer-based; networking; self-promotion; interview styles); assists job seeker to use self-help Resource Room as means to more quickly access services and with identification of support resources within and outside of the OhioMeansJobs Center facility; assists job seeker in establishing realistic expectations of self, labor market, training providers and OhioMeansJobs Center services.

Performs other related duties as assigned as a representative of ODJFS (e.g., directs claimant customers to unemployment compensation phones and/or to computer for self-registration for unemployment benefits in the Ohio Job Insurance (OJI) system; participates as a partner in cross-training other partner agencies on ODJFS services and programs; generates reports manually or operates personal computer to generate reports as required by supervisor; participates in staff meetings, conferences and seminars; maintains records, logs and files).

The following are the minimum qualifications for this position. For further consideration, applicants must clearly identify how qualifications are met within the education and/or experience sections of the applications.

The ideal candidate, at minimum, must have the following: