Employment Specialist : Virtual Services-Lead​/Telework-Internal

This position is open to internal Employment Security Department employees only. This is a Project position that is expected to last through June of 2028.

The ideal candidate for the Work Source Specialist 5 role on our Virtual Services Team is a collaborative leader who thrives in a fast-paced, customer-focused, virtual environment and is passionate about helping individuals achieve employment success.

They bring a strong combination of workforce development expertise, operational leadership, and a commitment to equitable service delivery. This individual naturally builds trust with staff, partners, and customers, and is skilled at guiding teams through change while maintaining a supportive, high-performing culture centered on accountability, inclusion, and continuous improvement. Successful candidates are experienced in coordinating complex service delivery operations, balancing multiple priorities, and ensuring consistent, high-quality outcomes across the virtual environment.

They are confident coaching and mentoring staff, monitoring performance, identifying opportunities for growth, and fostering professional development. With a strong understanding of workforce programs, policies, and compliance requirements, they use data, feedback, and sound judgment to improve processes, solve problems, and support excellent customer experiences. The ideal candidate also remains connected to frontline service and understands the challenges customers face when navigating employment and training systems.

They are adaptable, resourceful, and comfortable engaging with diverse populations, community partners, and employers. They combine analytical thinking with empathy, maintaining accurate records, supporting program performance goals, and helping ensure that services are delivered with consistency, integrity, and a focus on meaningful outcomes for both job seekers and businesses.

As an extension of the supervisor, lead, develop, and support staff to build high-performance teams; ensure effective daily operations and high-quality virtual service delivery; foster consensus-based decision making and continuous quality improvement. This includes:

• Plan, schedule, assign and direct daily work activities
• Provide day-to-day guidance, coaching, mentoring, and technical assistance to staff
• Support communication, implementation, and adherence to policy and procedural changes; contribute to staff readiness; reinforce expectations and established processes. Essential

Support the supervisor in maintaining high-quality virtual service delivery and operational compliance by monitoring daily activities, reinforcing established performance expectations, and ensuring staff work aligns with program, contract, and Work Source system requirements. This includes:

• Coordinate daily workflow, assignments, and coverage to ensure high-quality in-person and virtual service delivery and smooth operations.
• Apply and reinforce federal and state laws, regulations, policies and program requirements in daily service delivery and ensure staff follow established procedure. Maintain a thorough understanding of employment and training directives, expectation and performance standards; reinforce them through coaching, guidance and corrective support.
• Review and monitor staff work product to ensure it meets quality and performance expectations; provide ongoing feedback, appropriate training, tools and resources. Present performance findings, identify best practices and training needs, and recommend improvements to strengthen service quality and outcomes.

Deliver Virtual frontline services to individuals and groups in order to maintain core competencies, fill service delivery gaps, and support expert knowledge of program and contract operations. This includes:

• Deliver comprehensive customer-centered employment and training services; job readiness & job search activities, labor market information, job matching & development, employment & service referrals, orientations and workshops, barrier resolution, coaching, outreach, case management and support services, follow-up activities
• Assess knowledge, skills, abilities, and customer needs to inform development of individualized service and employment plans; conduct interviews, complete needs assessments, identify appropriate services or training, determine eligibility, create service strategies and…