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Memorandum of Operations <br />City of Santa Ana MA, and EDD Wagner - Peyser Integration <br />• Perform customer service satisfaction actions. <br />Welcome Team Roles and Responsibilities <br />■ Greet all customers in a friendly, welcoming, and professional <br />manner. <br />Conduct initial interview and review eligibility documents. <br />■ Determine the purpose of customer's 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 />erriployer recruitments, and the developri7ent of new skills training <br />activities, <br />• May perform other duties as assigned. <br />Skills Team Roles and Resonsibilities <br />is 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 -131 <br />