POSITION TITLE: Client Engagement Specialist STATUS: Non-Exempt, FT GRADE: 3

DEPT: Economic Empowerment PROGRAM: Workforce Innovation Institute

REPORTS TO: Client Engagement Manager SUPERVISES: N/A SALARY: $40K-$50K/yr

SUMMARY: The Client Engagement Specialist’s overall responsibility is to support and assist the Workforce Innovation Institute (WII) clients in completing all enrollment and eligibility documents, processes as mandated by the agency and/or the State of Illinois to reach a speedy determination as to whether or not they meet the enrollment eligibility and requirements for their chosen workforce program. Also conduct community outreach in person and remotely, table community and hiring events. Represent the company and work with the management team to develop and implement initiatives that increase company visibility within the surrounding community. You need to be self-motivated, enthusiastic, and community-driven to take on this exciting role. This position requires someone equipped with a positive attitude and readiness to be a team player.

COLLABORATES WITH: Director and Managers, Workforce Empowerment Specialists and Business Engagement Specialist of WII, State of Illinois American Job Center Affiliates YWCA staff members, Community and Corporate Partner, Officials, Churches and more.

ESSENTIAL RESPONSIBILITIES:

Engagement Duties:

• Respond in a timely manner to requests for services via calls, emails, and walk-in’s with screening to evaluate need for immediate intervention and to facilitate referral and linkage to appropriate community services
• Determine program suitability and eligibility.
• Obtain all pertinent documentation to help determine eligibility and complete enrollment
• Create participant folders and review periodically for internal and funder audits.

• Working with leadership, design and implement overall recruiting strategy..
• Sourcing and attracting candidates by using databases, social media and in person presentations.
• Act as a point of contact and build influential relationships to attract candidates to workforce programs.
• Connect community members to various programs within the Economic Empowerment Department.
• Adhere to monthly numbers for recruitment outcomes and produce reports to show recruitment outcomes
• Maintain a calendar of outreach activities including community events, workshops, appearances, and other communication opportunities.
• Nurture new and old relationships with collaborative partners.
• Other duties as assigned.

Administrative Duties:

• Perform data entry, report and statistics functions in an accurate and timely manner.
• Update each member’s eligibility as required.
• Manage information in the database regarding provider eligibility and/or follow-through in submission of documentation, including the entry of intake forms for clients.

NON-ESSENTIAL RESPONSIBILITIES:

• Participate in administrative and program meetings, as appropriate.
• Responsible for promoting and educating individuals about all agency programs and assisting clients in navigating other programs offered within the YWCA.

OTHER DUTIES AS ASSIGNED: Other duties outside of the responsibilities of the position may be assigned but not limited to; special projects, tasks force or other assignments.

QUALIFICATIONS:

• Required Associate degree from an accredited college or university or 3 years of customer service and data entry experience.
• Preferred experience of 3-5 years within non-profit programming or outreach activities.
• Keen problem-solving skills
• Demonstrated organizational skills and strong attention to detail in data tracking and entry.
• Strong relationship skills
• Demonstrated ability to work independently
• Intermediate level skills with MS Office and Outlook
• Outstanding written communication and presentation skills. Able to work with confidential information and have a basic understanding of customer service practices.
• Knowledge of social media and other basic marketing platforms.
• Detail-orientated with the ability to manage multiple projects at a time.
• Friendly, enthusiastic, and positive attitude

*Discretion is required for handling of documents and for member concerns. Demonstrated respect and appreciation for working in a multi-ethnic and multi-cultural work environment must be evident. The Client Engagement Specialist must be able to work effectively with members who may show stress and impatience.

*Note: A bilingual Eligibility Specialist who works with a foreign language speaking community must demonstrate cultural competency with that community and fluency in both English and the community’s language (oral and written).

EDUCATION REQUIRED: A High School diploma, or GED, is required. An Associate’s degree/ Bachelors degree or a progress toward completion of a degree is preferred.

CERTIFICATION(s) REQUIRED: NA

WORK ENVIRONMENT: The work environment includes offices or virtual; members and visitors may visit with children. The noise level is usually moderate. Movement requirements include walking, stooping or kneeling. There may be a need to reach, lift or move objects, such as packages, supplies and computers. Normal (or corrected) vision range; ability to see color and to distinguish letters, numbers and symbols are necessary to the work, which may require close viewing. Communication needs include seeing, hearing and speaking. While in the office, there will be periods of sitting, holding a telephone and using computers. Reasonable accommodations may be made for an incumbent to meet the essential responsibilities of the position.

WORK SCHEDULE: Monday – Friday, 8:30am-5:00pm. Schedule can vary depending on the needs of the agency. Commit to working one Saturday a month when necessary.