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Memorandum of Operations <br />City of Santa Ana MA and EDD Wagner- Peyser fntegration <br />N Perform customer service satisfaction actions. <br />Welcome Team Roles and Responsibilities <br />It Greet all customers in a friendly, welcoming, and professional <br />manner. <br />• Conduct initial interview and review eligibility documents. <br />• Determine the purpose of customers visit and direct them <br />accordingly. <br />= Facilitate the initial assessment to gauge the skill levels, aptitudes, <br />and job qualifications of the customer. <br />■ Analyze the results and enter required information into the <br />database. <br />• Interview customers to identify barriers to employment and identify <br />those services that will help address and /or eliminate the barriers. <br />• Answer questions about services offered through the system. <br />• Maintain knowledge of local community agencies and programs <br />through frequent communication. Refer individuals as appropriate <br />to other community and partner agencies. <br />Schedule appointments for customers as needed. <br />■ Based upon the initial interview, refer job seekers as appropriate to <br />either the Skills Team or the Monitoring Team <br />■ Ensure proper recording of customer's personal information, <br />eligibility documents, activities referred to and /or completed, and <br />applicable notes are entered into the database system; <br />guaranteeing compliance with the mandated program requirements <br />for eligibility of services. <br />• Develop the Individual Work Plan with the customer to provide an <br />overview of their career goals, employment objectives and, <br />potential service needs. <br />■ Maintain knowledge of the Welcome Team process; ensure <br />program integrity by committing to protecting customer <br />confidentiality and demonstrating constant professionalism. <br />■ Attend staff meetings, submit required reports, interpret program <br />information, and make procedural recommendations. <br />■ Contribute in their team role(s) to ensure that performance <br />measures are met and /or exceeded, while ensuring compliance <br />with the Federal, State, and Local rules and regulations, <br />■ May occasionally assist with special projects, including, but not <br />limited to, specialized outreach to targeted program groups, <br />employer recruitments, and the development of new skills training <br />activities. <br />= May perform other duties as assigned. <br />Skills Team Roles and Responsibilities <br />■ Conduct first time interview with job seeker(s) to review initial <br />assessment results, skills identified, aptitudes, interests, barriers to <br />employment, and supportive service needs. <br />Page 5 of 14 <br />19F -106 <br />