Service Coordinator (Program Team) (1968)

Daily Operational Execution

• Conduct a structured daily staffing check in to assess coverage, identify scheduling gaps, and set operational priorities for the day.
• Ensure that the RESEA inbox for the region, is monitored and worked in accordance with policy regarding response times

System Integrity (WAVE, WIT, FACS & Docuware)

• Perform a complete daily audit of WAVE waitlists to identify and remove duplicate customers.
• Verify service alignment between WAVE and WorkinTexas (WIT), ensuring all associated case notes, services, and documentation are accurate and Attended /No show are complete on RESEA outreach rosters.
• Resolve discrepancies (FACS/Docuware office actions) immediately in collaboration with the EHSA and escalate recurring issues to supervisory staff.

No Show Monitoring & Management

• Pull and review daily no-show reports for the region from the WIT Event Roster to re-outreach and engage.
• Eliminate customers that have already been contacted or rescheduled to prevent duplicate outreach.
• If a claimant fails to attend a scheduled RESEA orientation, update the claimant’s Registration Status and select “No Show” within seven days of the scheduled orientation date
• Complete TWC Failure to report list (FTR) once received from board staff review and outreach customers to engage.

 

Customer Outreach & Engagement

• Conduct outreach for Event Roster customers using approved methods (phone, WIT messages, email, and authorized outreach platforms) within 2 days prior to designated initial visit date.
• Follow structured outreach protocols using standardized templates, including the required number of contact attempts over designated timeframes.

Documentation & Case Notes

• Document 100% of outreach attempts, successful or unsuccessful, in WIT on the same day the activity occurs.
• Ensure case notes accurately reflect:
  • Date and time of contact attempt
  • Method of communication
  • Purpose of outreach
  • Customer response or next steps
• Review W42 submissions prepared by EHSA for accuracy and forward the finalized documents to the Gulf Coast Board liaison.
• Maintain documentation accuracy that meets program compliance and audit standards.

Initial Visit Coverage

• Remain available throughout the workday to conduct Initial Visits as operationally needed.
• Ensure readiness by maintaining access to required systems, forms, and scripts.
• Document Initial Visit outcomes in WIT immediately following the session.

Preferred Qualifications:
• High school diploma or GED required; associate degree preferred.
• One year of experience in customer service, administrative support, or help 
desk role, preferably in a workforce development or public service 
environment.
• Familiarity with computers, common web-based applications, and office 
equipment.
• Ability to communicate clearly and effectively with diverse populations.
• Strong problem-solving, multitasking, and interpersonal skills