Customer Engagement Facilitator

Job Description

Salary: $48,000/year

Scope of Position

Coordinate customer engagement activities by delivering workforce readiness services, facilitating workshops and supporting customer progression through WIOA programs.

Essential Functions

• Facilitate career awareness and employability skills training aligned with employer expectations and workforce needs.

• Deliver individual and group instruction using a variety of effective teaching methods and learning activities, such as lectures, discussions, and demonstrations

• Conduct classes, workshops, and demonstrations to teach principles, techniques, or methods in subjects such as life skills and workforce re-entry skills to the Adult/Dislocated Worker/Youth populations.

• Plan and coordinate workshop schedules six months in advance and notify partners

• Maintain records in CWDS, including orientation schedules, attendance, case notes, and additional services that reflect customer engagement

• Support job seekers by providing resume guidance and creation as well as interview preparation, such as mock interviews and industry specific expectations

• Adapt teaching methods and instructional materials to meet job seekers’ varying needs, abilities, and interests

• Facilitate new customer orientations and maintain orientation database to track attendance, referrals, and progress leading up to WIOA enrollment

• Conduct customer follow-up for WIOA program eligibility and suitability

• Conduct professional written and verbal communications with customers, partners, and staff, ensuring timely, accurate, and customer-focused information exchange.

• Support Career Advisors with pre-enrollment outreach and upload of eligibility documentation

• Administer assessment instruments and compile client assessment data

• Maintain accurate and complete participant records as required, by ensuring appropriate service code and case note data entry per job seeker, based on workshop attendance

• Educate job seekers about local Labor Market Information (LMI) related to career pathways

• Work with EDSI’s curriculum development team to develop and prepare EDSI and PACL curriculum to stay current with new trends and developments

• Maintain partnership with CareerLink workshop providers by managing CWDS data, including monthly events calendar and entering post workshop attendance

• Conduct group and individual career-planning sessions with job seekers

• Meet with customers in the CRC and provide support as needed as a back up to the Career Advisor

• Understand the full range of programs and services provided through WIOA so that appropriate referrals can be made to participating partners of the PA CareerLink.

• Set up meeting rooms for Chester County partner workshop meetings

• Provide offsite workshops as needed

• Other opportunities as available

Education and Experience Requirements

• Experience in training, education, business, or sales

• Ability to interact with a wide variety of individuals and demonstrate a positive professional attitude

• Experience in a team-oriented environment

• Bachelor's degree in business, education, training, human resources, business management or related area is preferred

• Clean driving record and reliable transportation

EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.