Senior Workforce Services Representative - Grant Funded

Description

Senior Workforce Services Representative - Grant Funded

Full-Time Employment Opportunity

*Note: This is a grant-funded position. Continued employment is contingent upon ongoing grant funding.
The position opens Thursday, October 3, 2024 and the final filing date is Thursday, October 31, 2024 at 5:00 pm or after receiving 100 qualified and completed applications, whichever is first.

The Senior Workforce Service Representative-Grant Funded position provides administrative support including answering the phones, assisting customers, scheduling appointments, and data entry. This position requires graduation from high school or tested equivalent and two years of progressively responsible clerical and customer service experience.

NOVA Workforce Services (NOVAworks) is a team of caring professionals dedicated to helping every customer succeed in their employment and career goals. Daily, we earn our reputation for delivering professional, customer-focused employment and training services meeting the needs of the Silicon Valley labor market.

In all our interactions, we:

• Lift our customers up.
• Listen, validate, and are respectful.
• Demonstrate empathy and compassion.
• Strive to deliver valuable services and resources.

Under direction of an assigned supervisor, performs complex and varied customer service tasks, provides administrative support to the employment and training services administered by the NOVA Workforce Services (NOVA); provides referrals to clients; and performs related work as required.

DISTINGUISHING CHARACTERISTICS

This position is the advanced journey level classification for this job series. Senior Workforce Services Representatives differs from Workforce Services Representative in that the Workforce Services Representative performs the more routine duties in support of department programs and activities.

Essential Job Functions

(May include, but are not limited to, the following):

• Receives and assists customers accessing NOVA's employment and training programs, including assistance in the career resource center; administers a variety of assessment instruments; schedules and confirms appointments; explains and/or interpreting procedures, regulations, and policies; identifies and assists with providing accommodation.
• Uses specialized computer databases to input, retrieve, query and edit data; maintains and reports statistical data.
• Tracks and documents client's progress through database system and refers individuals to Career Advisor or outside resources as appropriate.
• Maintains client and program records in an accurate, timely and auditable manner.
• Assists in the marketing of department programs in the community; develops program calendars.
• Provides input to the development, maintenance and modification of program policies and procedures.
• Provides administrative support including scheduling and attending meetings, providing word processing support, and maintaining a variety of files.
• Assists in planning, organizing and conducting public events.

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading reports and work related documents and using a computer. Acute hearing is required when providing phone and personal customer service. The need to lift, drag and push files, paper, books and documents weighing up to 10 pounds is also required. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodation.

Minimum Qualifications

Education and Experience:

The minimum qualifications for education and experience can be met in the following way:

Graduation from high school or tested equivalent; AND

Two years of progressively responsible clerical and customer service experience.

Knowledge of:

• Advanced principles of customer service.
• Programs and services provided by the department.
• Office methods, procedures, software and equipment.
• English usage, spelling, grammar, and punctuation.
• Basic mathematical calculations.
• Disability resources.

Ability to:

• Independently provide responsible administrative support for assigned programs.
• Receive and effectively respond to a wide variety of customer service questions and requests.
• Accurately input, retrieve and edit material using a variety of specialized computer databases.
• Maintain and produce accurate schedules of services.
• Work with clients of varied ethnic, social and economic backgrounds.
• Operate a computer using word processing and business software and other office equipment.
• Compile, prepare and maintain clear, concise and accurate reports, correspondence and other written materials.
• Organize and maintain a variety of files.
• Take notes and prepare meeting summaries.
• Understand and follow written and oral instructions.
• Communicate effectively, orally and in writing.
• Establish and maintain and promote positive and effective working relationships with employees and the public.
• Demonstrate initiative and exercise good judgment in the performance of duties.
• Work independently and as a team member; recognize and set priorities and meet deadlines.

Willingness to:

Work irregular hours, evenings and weekends as required.

Licenses/Certificates:

Possession and continued maintenance of a valid class C California driver's license or the ability to provide alternative transportation as approved by the appointing authority and a safe driving record.

DESIRABLE QUALIFICATIONS

• Bilingual skills.

Application and Selection Process

APPLICATION PROCESS
The application period closes on Thursday, October 31, 2024, 5:00pm, or after receiving 100 qualified applicants, whichever is first (postmarks or faxes are not accepted). Candidates are asked to fully describe any training, education, experience, or skills relevant to this position. Electronic applications may be submitted online through the City's employment page at https://sunnyvale.ca.gov , and click on 'City jobs'. Late or incomplete applications will not be accepted.

EXAM PROCESS
Applications will be competitively screened based on the minimum qualifications of this position. Based upon a review of the application materials, the most qualified candidates will be invited to participate in the oral examination process scheduled for Wednesday, December 4, 2024. (Note: The examination process may be changed as deemed necessary by the Director of Human Resources).

SELECTION PROCESS
Those candidates that receive a passing score on the examination will be placed on an eligibility list for up to one year, in accordance with the City's Civil Service Rules and Administrative Policies. Top candidates on the eligibility list will be invited to participate in an in-person selection interview with the department tentatively scheduled Thursday, December 12 , 2024 . Any candidate that is selected by the hiring department will be required to successfully complete a pre-employment process, which may consist of a background history check, as well as a medical exam(s) administered by a City selected physician(s) before hire. Prior to starting work, all newly-hired employees will be fingerprinted to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment; however, failure to disclose conviction history will result in refusal of employment or termination. Positions which are covered by the Department of Transportation regulations are required to submit to a pre-employment drug test and to random drug and alcohol testing.

INFORMATION ABOUT PROOF OF EDUCATION
Please note: Any successful candidate, selected by the hiring department will be required to submit proof of education (i.e. original copy of the diploma or college/university transcripts).

ADDITIONAL INFORMATION
Positions in this job classification are represented by the Sunnyvale Employees Association (SEA).

The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

The City of Sunnyvale is an Equal Opportunity Employer. It is the policy of the City of Sunnyvale not to discriminate against all qualified applicants or employees on the basis of actual or perceived race, religion (including religious dress or grooming practice), color, sex (includes gender, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, breastfeeding or medical conditions related to breastfeeding), gender identity and/or gender expression, sexual orientation (including heterosexuality, homosexuality and bisexuality), ethnic or national origin, ancestry, citizenship status, uniformed service member status, marital status, family relationship, age, cancer or HIV/AIDS related medical condition, genetic characteristics and/or genetic information, and physical or mental disability. Applicants needing special accommodations for testing should submit a request to the Department of Human Resources at time of application.

Summary of Sunnyvale's Employees Association (For Full Time Positions) SEA Benefits

Summary of Service Employees International Union, Local 521 (For Part Time Positions) SEIU Benefits

Notice of CFRA (California Family Rights Act) Rights and Obligations

Closing Date/Time: 10/31/2024 5:00 PM Pacific

• 

• City of Sunnyvale

• 408-730-3017

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