EMPLOYMENT PROGRAM SPECIALIST 3 - 12232025-73844

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF LABOR & WORKFORCE DEVELOPMENT, WORKFORCE SERVICES DIVISION, DAVIDSON COUNTY

Working Title: Complaint System Representative

For more information, visit the link below:
https://www.tn.gov/workforce/careers.html

This position is designed as Hybrid (In office and Remote)

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree in Human Services, Social Work, Business Administration, or a related field; or equivalent work experience. A minimum of 2 years of experience in a role involving direct public engagement, customer service, or workforce development.

Substitution of Experience for Education: Experience in a customer service-related field such as, social service, community development, and retail customer service may be substituted on a year for year basis.

Necessary Special Qualifications: Possession of a valid motor vehicle driver's license

Overview

Under general supervision, is responsible for engaging with individuals that are seeking support for their employment goals. Assists with providing information on services available and lends additional support for Workforce Program staff members. Responsible for professional planning and implementation on multiple Workforce Services Program. This class differs from Emp Program Specialist 2 in that an incumbent of the latter is responsible for overseeing an employment program of limited scope (e.g., Test Utilization, Special Applicant Services, Rural Manpower). This class differs from the Emp Program Specialist 4 class in that an incumbent of the latter is responsible for overseeing the planning and management of multiple employment programs.

Responsibilities

1. Evaluate the customer and the program information to identify the most suitable customized solution for each customer seeking services.

2. Engage in effective communication to establish connections with employers, community leaders, and groups to promote career-centered services and created potential job opportunities.

3. Work collaboratively with employers to encourage them to post their job announcements and collect feedback on the recruitment process to improve outcomes.

4. Establish contact with employers and educational institutions to verify customer information for various programs, ensuring accuracy and alignment with industry standards.

5. Develop strategic partnerships with local organizations and community groups to enhance outreach efforts and create additional support networks of job seekers.

6. Employ electronic data, phone interviews, and in-person interviews to gather comprehensive information regarding the customer's education, work skills, and abilities.

7. Acquire information necessary to determine customers' employment eligibility, which will help identify suitable programs and establish an appropriate point of contact for each customer.

8. Take complaint by completing necessary paperwork and escalating the complaint to management.

9. Facilitate services within the Workforce Service division under title III of the Wagner-Peyser programs, ensuring customers receive appropriate support in their job search and workforce integration efforts.

10. Manage the receipt of applications for multiple specialized programs, ensuring all necessary documentation is collected and processed accurately.

11. Organize and conduct workshops to support clients in achieving job readiness and ensuring compliance with program participation requirements.

12. All other required duties as assigned.

Competencies (KSA's)

Competencies:
1. Customer Focus
2. Plans and Aligns
3. Organizational Savvy
4. Drives Vision and Purpose
5. Nimble Learning

Knowledges:
1. Clerical
2. Customer and Personal Service
3. English Language
4. Administration and Management

Skills:
1. Active Learning and Listening
2. Service Orientation
3. Critical Thinking
4. Coordination
5. Time Management

Abilities:
1. Deductive Reasoning
2. Selective Attention
3. Written Comprehension
4. Information Ordering

Tools & Equipment

1. Laptop/Computer
2. Portable Printer, Scanner, and Monitor
3. Cell Phone

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.