EMPLOYMENT DEVELOPMENT DEPARTMENT

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Memorandum of Operations City of Santa Ana WIA and EDD Wagner - Peyser Integration ■ Perform customer service satisfaction actions. Welcome Team Roles and Responsibilities • Greet all customers in a friendly, welcoming, and professional manner. • Conduct initial interview and review eligibility documents. • Determine the purpose of customer's visit and direct them accordingly. • Facilitate the initial assessment to gauge the skill levels, aptitudes, and job qualifications of the customer. • Analyze the results and enter required information into the database. • Interview customers to identify barriers to employment and identify those services that will help address and /or eliminate the barriers. • Answer questions about services offered through the system. • Maintain knowledge of local community agencies and programs through frequent communication. Refer individuals as appropriate to other community and partner agencies. • Schedule appointments for customers as needed. • Based upon the initial interview, refer job seekers as appropriate to either the Skills Team or the Monitoring Team • Ensure proper recording of customer's personal information, eligibility documents, activities referred to and /or completed, and applicable notes are entered into the database system; guaranteeing compliance with the mandated program requirements for eligibility of services. • Develop the Individual Work Plan with the customer to provide an overview of their career goals, employment objectives and, potential service needs. • Maintain knowledge of the Welcome Team process; ensure program integrity by committing to protecting customer confidentiality and demonstrating constant professionalism. • Attend staff meetings, submit required reports, interpret program information, and make procedural recommendations. • Contribute in their team role(s) to ensure that performance measures are met and /or exceeded, while ensuring compliance with the Federal, State, and Local rules and regulations. • May occasionally assist with special projects, including, but not limited to, specialized outreach to targeted program groups, employer recruitments, and the development of new skills training activities. ■ May perform other duties as assigned. Skills Team Roles and Responsibilities • Conduct first time interview with job seeker(s) to review initial assessment results, skills identified, aptitudes, interests, barriers to employment, and supportive service needs. Page 5 of 14