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Memorandum of Operations <br />City of Santa Ana WIA and EDD Wagner-Peyser Integration <br />Anticipating and realizing that all staff will need to be rotated among <br />the various functions as business needs dictate, all team members <br />should possess the following skills and abilities: <br />¦ Strong customer service and organizational skills <br />¦ Ability to effectively communicate verbally and in writing <br />¦ Sensitivity to customers with diverse backgrounds and/or in <br />stressful life situations <br />¦ Ability to multi-task and efficiently produce accurate work under <br />pressure <br />¦ Ability to legibly and accurately document services <br />¦ Commitment to maintain confidentiality of customer information and <br />system records as legislated by current program policy <br />requirements <br />¦ Ability to work independently as well as in a team environment <br />¦ Knowledge of skills and aptitude assessment tools and the ability to <br />interpret and analyze test results <br />¦ Ability to constructively critique resumes and cover letters <br />¦ Ability to effectively deliver a variety of services in a group setting, <br />such as workshops and/or orientations. <br />¦ Proficient knowledge of the Microsoft Office program and all office <br />equipment <br />¦ Ability to effectively coach and mentor customers <br />¦ Knowledge of the local labor market <br />¦ Effective use of marketing and sales techniques <br />¦ Knowledge of community resources and referral process <br />• Maintain knowledge of service delivery programs as it relates to all <br />customers <br />6b) Functional job descriptions for supervisors and team members. <br />Functional Supervisor's Roles and Responsibilities <br />¦ Communicate and refer any personnel and/or administrative issues <br />to the responsible agency manager. <br />¦ Provide direct functional supervision for their respective integrated <br />team. <br />¦ Set daily work assignments to meet customer flow. <br />¦ Monitor team activities and make appropriate changes to ensure <br />proper staffing coverage during peak periods, meal/break periods, <br />and unscheduled or emergency absences. <br />¦ Conduct routine assessment of staffing needs within team: <br />13 Operating system and equipment are operating properly <br />13 Training and coaching team members as necessary <br />13 Provide tools for performance enhancement <br />¦ Ensure staff understand and comply with all internal security <br />policies and procedures for the LWIA and the EDD. <br />Page 4 of 15