In this role, you will help customer find the resources they need by asking questions, building rapport, and guiding them to the next step in resolving their needs. You’ll also answer calls, voice to email messages, and emails, providing timely responses and services through all customer facing channels. You will assist in the direction of customer flow virtually and in-person, provide virtual and in-person resource room assistance whether working remotely or in-person that will assist the integration of services. These positions are on-site at the Columbia Basin WorkSource center located at 815 N Kellogg St. Suite D. in Kennewick, WA 99336.

Some of what you will do:

• Conduct basic triage to determine initial service options. completing new and/or updated customer registrations in ETO or impersonate via WorkSourceWA.com.
• Focus on the most in need customers to support their training needs. Including; low income, justice involved, on public assistance, just separated from their job and people who are from the different populations.
• Conduct individual interviews to articulate program services and activities.
• Identify components applicable to customer need, referrals and develop recommendations for continuous engagement.
• Explain agency programs, services, policies, and procedures; answer basic program and service questions; refer customers to services.
• Answer phone calls and direct to program teams, provide timely response and services through all forms of customer service (phone, email, by virtual platform, and as approved face-to-face).
• Coordinate resources with partners; communicate and promote agency and partner programs and services to encourage maximum utilization of available incentives.

To request a detailed position description, click here.

OR A Bachelor’s degree in social science, business administration or related field and one year of professional experience in workforce development, social or human resource services, public relations, or professional public contact work.

OR A combination of education and/or relevant experience.

A Master's degree will substitute for one year of the required experience.

Additionally, the ideal match for this position will be skilled and talented in the following areas:
Accountability: You understand the importance of accepting personal responsibility for your work and actions. You work to continuously improve processes by seeking out feedback from others.
Critical Thinking: You have a talent for collecting and organizing data, and communicating that information to agency partners, coworkers, and customers alike. You are skilled at using data to tell a story and influence others.
Customer Service: You possess excellent networking and relationship building skills and maintain strong connections with community resources and other agency partners. You are energized by positive interactions and use your creativity to find new methods to engage in community outreach. A great day at work for you means finding ways to delight others.
Inclusivity: You actively work to live out our Agency's values (see ESD Value Lens) by embracing diversity and different perspectives. You are driven by a sense of purpose and are motivated by opportunities to advocate for your customers.
Effective Communication: You have a talent for communicating information quickly and effectively both written and verbally.

Additional Requirements of Employment:

• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• Per Gov. Inslee’s Directive 22-13.1, employees of the Washington State Employment Security Department (ESD) must be fully vaccinated against COVID-19. A person is considered fully vaccinated two weeks after the final dose of an authorized COVID-19 vaccine series. As a condition of employment, ESD employees are required to provide proof of vaccination before starting work. A medical or religious exemption may be requested for accommodation.

Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Katie Swanson or the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.