Program Support Technician

Under close supervision, this position supports the performance, customer tracking and performance activities of the workforce center staff, including follow-up and retention; provides technical support and information to single points of contact for Job Seekers.  Processes, tracks and supports financial aid activities for job seeker customers.  Creates and generates reports to indicate the performance of the workforce system.  

 

Essential Duties and Responsibilities

  • Verifies, copies/pastes the customer’s eligibility for Choices and SNAP/ET customers by the required deadline.

  • Sets up new case files in approved case file order and files any documents in appropriate tabs (i.e. 2588, appointment letters, etc.) prior to assigning cases to the career counselors based on caseload size, career counselor expertise and management direction.

  • Checks supportive services requests initiated by Career Counselors for all required documents and submit packets for approval.

  • Provides customers with supportive service check/vouchers upon receipt.

  • Clears customer load exemption report.

  • Data enters all supportive services checks distributed to customers in TWIST and other required databases (i.e. Transportation Data base).

  • Voids and return undistributed supportive services checks/vouchers to Finance within the required number of days.

  • Uses TWIST Web reports to analyze and ensure performance for the Choices Program.

  • Outreaches customers (i.e., Choices and SNAP).

  • Reviews the TWIST – TANF Participation MPR Report for compliance with program requirements, sends out the required attempt to contact letter to all customers that did not bring in the required participation hours as scheduled, files copy of the letter in the customer’s original case file.

  • Participates in customer telephone hearings (i.e., Choices and SNAP) and submits all relevant documentation timely to appropriate parties in a timely fashion by the appropriate deadlines.

  • Escorts customers to the Customer Satisfaction Survey computers prior to leaving the center, if applicable.

  • Data enters all services according to policies and procedures accurately and in real time (as service is provided to customer) in the appropriate systems (i.e., WorkInTexas, TWIST, etc.). Performs other related duties as assigned.

 

Skills/Qualifications:

  • Bachelor Degree from an accredited college or university in a related field of study preferred, or

  • Associate Degree from an accredited college and two (2) years work related experience, preferably in workforce development, or

  • High School Diploma or equivalent from an accredited educational institution and four (4) years work related experience, preferably in workforce development.

  • Excellent verbal and written communication skills.

  • Demonstrated customer service skills, problem solving and critical thinking skills.

  • Demonstrated computer skills, with experience using word processing and spreadsheet software programs.

  • Analytical and problem solving skills.

  • Detail orientation and strong organizational skills.

  • Strong documentation skills.

  • Ability to develop and maintain professional working relationships with management, coworkers, workers from other programs as well as the public Bilingual in English and Spanish strongly preferred.

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands for finger coordination, reach with arms and hands, pulling standard file cabinet and vertical file drawers, lift/carry 10 pounds of paper, drive a vehicle, stoop, kneel, talk and hear. Occasional travel required.

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It is the policy of C2 GPS to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, C2 GPS will provide reasonable accommodations for qualified individuals with disabilities.

Auxiliary aids and services are available upon request to individuals with disabilities. Relay Texas: 800.735.2989 (TDD) and 800.735.2988 (Voice) or 711