Client Support and Outreach Specialist

Client Support And Outreach Specialist

The temporary Client Support and Outreach Specialist plays a key support role for JVS' innovative and successful refugee and immigrant services within the English 2 Employment (E2E) Program. As a frontline staff supporting new clients and regularly interacting with partners and the public, this position requires strong attention to detail and follow-through, as well as outstanding customer service skills. Strong organizational skills, excellent computer skills and good communication skills are critical to success.

The English to Employment (E2E) program provides vocational ESOL classes and career coaching to immigrants and refugees seeking new or better employment and career advancement. The Client Support and Outreach Specialist will facilitate client screening, intake, and onboarding activities; develop employment plans with accepted clients; provide clients with job readiness coaching; support and track client progress and client engagement; and provide other direct supports as needed for day-to-day operations and program success.

They will also support the team conducting client outreach by engaging with community partners resulting in strong and collaborative referral pipelines and provide other administrative and direct support for day-to-day operations and program success.

The Client Support and Outreach Specialist is an active member of the Refugee Services Division, thereby equitably contributing to team performance goals. They are also part of a larger JVS team based in Boston and Brockton, all of whom support the education, training, and employment needs of clients and partners.

Essential Job Functions:

• Client Support:
• Conduct information sessions and walk in screening as needed for potential program candidates
• Facilitate client pre- and post-language assessments
• Meet with clients to complete employment plans and draft resumes and cover letters
• Enroll new participants via outreach and frequent communication with referral agencies and community partners
• Assist clients in initial goal setting, career planning, training, and barrier removal resulting in job readiness
• Assist clients in individual, group, and classroom settings in job search-related activities
• Escort clients to job interviews and facilitate interview and hiring process, as needed.
• Provide post-placement services including follow-up with participant and employer.
• Administrative/Communication:
• Via phone, email, and in person; direct and support potential program candidates and partner organization staff on program information and how to apply for JVS services.
• Support recruitment efforts for E2E including partnership communications and outreach
• Monitor voicemail and email inquiries and respond to inquiries
• Provide Welcome Center coverage and support as needed
• Resolve and deescalate difficult customer situations with knowledge of principles and processes for providing customer services.
• Assist with data entry for E2E in Excel and Salesforce
• Builds Relationships, Collaboration and Teamwork:
• Support the mission and philosophy of the JVS and the Refugee Services division
• Establish positive working relationships with all members of the Refugee Services division and others at JVS.
• Attend and actively participate in staff meetings and team-based projects
• Effectively adapt to change in work environments, work priorities, and organizational needs
• Work collaboratively with team members to ensure performance goals are met
• Performs other duties as required.

Minimum Qualifications:

• 1-2 years of direct service work strongly preferred
• 1-2 years of experience working with individuals with barriers to employment or related experience
• Highly proficient in Microsoft 365, including Excel, Word, and Power Point
• Experience and skill in database programs (i.e. Salesforce)
• Interpersonal, communication and organizational skills
• Ability to work as part of a team
• Ability to work in a multi-cultural environment
• Demonstrated ability to work independently
• Speakers of multiple languages strongly encouraged to apply. Highly sought:
  Cape Verdean Creole, Haitian Creole, French, Portuguese, or Spanish speakers

Education Required:

Associate's Degree or, High school diploma and 2 years directly related experience

Communication/Reasoning Demands:

• The ability to coordinate, analyze, organize, compile, compose, and compute data and information.
• The ability to organize, negotiate, guide and instruct, speak and give instructions to individuals.

Working Conditions:

Frequent meetings with clients, partners, and colleagues. May attend occasional off-site meetings with partner organizations in and around the Brockton area.

JVS Culture:

JVS is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds diversity and its strengths, JVS will better serve our local communities and continue to provide quality services.

JVS is an employment at will…