• Develop rapport with customers and conduct assessments to help identify their needs and assist in targeting appropriate activities for their individual circumstances.
• Adheres to professional Code of Conduct and the application of the basic principles of respect for the equality, worth and dignity of all people.
• Counsel’s customers individually, or in group sessions, to assist in identifying ways to understand life adjustments and making changes. Make referrals to various support services and training programs as needed.
• Provide guidance to customers to assist them in understanding and overcoming personal and social problems and decision making for developing goals and areas of need.
• Interpret program regulations or benefit requirements and facilitates customer access to community and program resources, including locating housing, food, clothing, school programs, vocational opportunities or services, relevant mental health services, and others as applicable.
• Determine required level and frequency of services per established program guidelines. Develop individual career plans with customers to establish a roadmap for achievement of educational and vocational objectives. 
• Coordinate and monitor services, including comprehensive tracking of customer activities in relation to Career Plan. Conduct on-going follow-up with customers at specified intervals.
• Document all customers’ encounters, complete and submit documentation as appropriate and maintains comprehensive case files.
• Evaluate effectiveness of Career Plan and progress made by customer and provides appropriate update to services.
• Coach customers in strategies and activities to secure and maintain meaningful employment.
• Compile and review occupational, educational, and economic information to assist customers in making and carrying out vocational and educational objectives when appropriate.
• Maintain and report applicable statistics regarding program and customer services.
• Coordinate activities with Employment Relations Staff as appropriate to ensure development of employment opportunities and placement of customers.
• Input data and process information using various state and agency databases and systems on a daily basis.
• Participate in training opportunities to enhance job related skills such as career development, counseling and program specific knowledge.
• Exercise professional judgment, discretion, confidentiality and sensitivity in all communications.
• Conduct continuous quality improvement activities in support of achieving the organization’s performance goals.    
• Identify programmatic issues that arise and recommend options for improvement.
• Develop and maintain in-depth knowledge of State and Federal workforce development performance measures as well as State Guidance, Memorandums and Consultation Papers as appropriate.
• Communicate with coworkers, management, staff, clients, and the general public in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures, and instructions.
• Respond promptly when returning telephone calls and replying to correspondence, emails, and faxes.
• May be assigned other responsibilities on a temporary or ongoing basis as necessary for the delivery of quality service within the CareerSource Broward (CSBD) Center.

• The incumbent reports directly to the WIOA Supervisor. 
• Incumbent must exercise discretion and independent judgment with respect to matters of significance. 
• Work is performed independently within broad general guidelines such as federal, state and local workforce development guidelines and regulations including Workforce Innovation and Opportunity Act (WIOA) and Welfare Transition Program (WTP), Wagner Peyser (WP) regulations, labor laws, technical assistance guides and research as well as Career Source Broward policies and procedures.
• This position description in no way states or implies that these are the only job duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

• A Bachelor’s degree in psychology, social science, business administration, or a related field plus a minimum of three years relevant work experience involving case management is required. 
• Incumbent must be experienced in and demonstrate strong oral and written communication skills. 
• Incumbent must have prior experience achieving excellence and demonstrating continuous improvement.  
• Must possess good presentation and public speaking skills. 
• Strong ability and demonstrated experience in balancing multiple priorities, meeting deadlines, working independently and achieving assigned tasks are required. 
• Must be proficient in all Microsoft Office applications and possess extensive Word and Excel skills, possess the ability to utilize state workforce development databases and possess the ability to utilize the Internet to conduct research and obtain data.
• A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  
• All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  
• Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.  

ADA Requirements: 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  No specific vision abilities required by this job.  
• Reasonable accommodation may be used to enable individuals with disabilities to perform the essential functions. 
• While performing the duties of this job, the employee is generally required to sit; regularly required to use hands to finger, write, type; and talk or hear.  
• The employee occasionally is required to stand and/or walk, or lift and/or move up to 10 pounds.  
• The work environment characteristics are representative of those an employee encounters in an office environment and traveling to attend offsite meetings and conferences.