Triage Counselor

Title: Triage Counselor

Executive Area: Research and Engagement

College/School/MBU: UMass Donahue Institute

Department: UMDI-MassHire Greater Brockton

Work Location: Brockton

Schedule: Full time

Work Arrangement: Onsite

Job Summary

The University of Massachusetts Donahue Institute (UMDI) MassHire Greater Brockton Career Center (MHGBCC) Triage Counselor, is a key member of the Job Seeker Services team, acting as an initial point of contact for all Career Center customers, with the primary responsibility of initial customer assessment, technical assistance, counseling, and entry into subsequent workflow for the Center's contracted programs and partner programs.

Essential Functions

Acts as an initial point of contact for all MHGBCC Career Center customers and provides initial customer assessment including a review of information contained in the MOSES database, evaluates information provided by the job seeker, and any data sources from partnering agencies.

Provides job seekers with technical assistance, counseling, and determines subsequent customer flow for the Center's contracted and partner programs. Expertise will need to be developed in all program areas.

Provides Department of Unemployment Assistance (DUA) Level 2 services to assist unemployment insurance claimants by accessing and assessing DUA data and developing courses of action as necessary.

Conducts formal academic and occupational assessment testing and evaluates results to determine appropriate referrals.

Creates ad-hoc queries in the MOSES database using the Crystal Reports interface.

Documents all services in Massachusetts One Stop Employment System (MOSES) and other systems required for program compliance.

Coordinates with the MHGBCC Business Services unit in order to make appropriate employment referrals by developing a pool of qualified job seekers and matching them to opportunities.

Remains current and knowledgeable on performance benchmarks and metrics in order to integrate these measures into daily operations. Monitors program-specific performance benchmarks and assesses and adjusts own performance against those measures.

Coordinates all activities at the Career Center's Front Desk.

Maintains record keeping in accordance with established procedures.

Under the supervision of the Manager of Job Seeker Services, updates the MassHire Greater Brockton Career Center Social Media accounts including Twitter and LinkedIn.

Other Functions

Cross-trains and provides coverage for other MassHire team members when needed.

Participates in all MassHire and UMDI initiatives as required.

Performs other duties as assigned.

Minimum Qualifications

Bachelor's degree OR Associate's degree and one (1) year of professional work experience OR more than three (3) years of demonstrated, proven ability and experience in Workforce Development, Human Resources, or Counseling.

Demonstrated ability in the following areas:

Ability to work independently and as part of a team.

Knowledge of workforce development and employment counseling techniques.

Desire to serve the needs of diverse populations with acceptance to include such demographic factors as age, ethnicity, gender, socio-economic status, or disability.

Excellent verbal and written English language communication skills. Strong organizational skills.

Strong computer skills (Word, Excel, PowerPoint, and Outlook).

Preferred Qualifications

Ability to speak, read and write in other additional languages. Languages preferred include but are not limited to: Spanish, Cape Verdean, Haitian/Creole, and Portuguese.

Knowledge of the program requirements of the Workforce Innovation and Opportunity Act (WIOA) and other Federal and State programs.

Additional Details

This is a full-time, benefited position.

This position is funded by grants and/or contracts, and is contingent upon funding.

All Career Specialists will be required to complete training in Massachusetts One Stop Employment System (MOSES) and gain facility with its use.

Must take training and become qualified in Department of Unemployment Assistance (DUA) Level 2 services.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday - Friday, 40 hours/week.

Salary Information

Pay Grade: PSSAP Grade 25

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Special Instructions for Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references. Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.