Reemployment Assistance Specialist

LOCATION

This position is located at our Central Career Center at 3400 Belvedere Road, West Palm Beach, FL 33406.

TEAM PURPOSE

To provide compassionate, knowledgeable guidance and support to job seekers navigating the unemployment claims process, ensuring they can access benefits and successfully transition back into the workforce. This team serves as a trusted resource, reducing stress and confusion by helping individuals understand their options and next steps.

POSITION SUMMARY

Serves as a trusted guide for individuals navigating the unemployment system. This role requires patience, empathy, and expertise to help job seekers assess benefits, overcome challenges, and take steps toward reemployment.

MAJOR RESPONSIBILITIES

• Provides claims assistance and guidance to walk-in customers and those referred for support.
• Helps job seekers navigate the Reconnect system and understand UI benefit processes.
• Refers customers to the Career Navigation Team for further career planning or service support.
• Provides customer service, support, and problem solving with a focus on reducing stress and barriers.
• Encourages workforce reentry by sharing resources, strategies, and motivational support.
• Maintains accurate documentation and logs all interactions and resolutions in required systems.
• Tracks attendance and completion of reemployment activities to support engagement and compliance.
• Performs other related duties as assigned.

An employee must be able to perform the essential functions of the job with or without reasonable accommodation.

KNOWLEDGE, SKILLS, QUALIFICATIONS

• High school diploma or equivalent required; associate degree in human services or a related field preferred.
• One to two years of experience in customer service, unemployment support, or case management roles.
• Familiarity with unemployment insurance (UI) systems such as Reconnect is strongly preferred.
• Strong organizational and interpersonal skills, with an ability to guide customers through complex systems.
• Comfortable using digital tools for case noting, document management, and communication.
• Bilingual (English/Spanish or English/Creole) preferred

COMPETENCIES/ABILITIES

Compassion: Demonstrates real empathy with customer concerns and offers emotional support during stressful situations.

Composure: Stays calm and centered under pressure, especially when handling frustrated or anxious job seekers.

Functional/Technical Skills: Understands unemployment processes and systems to provide accurate and timely guidance.

Listening: Practices active listening to fully understand each customer’s needs and challenges.

Time Management: Manages multiple walk-in and scheduled interactions efficiently while maintaining service quality.

KEY JOB BEHAVIORS

Support: Collaborates effectively with coworkers and management. Promotes service excellence by fostering a cooperative and respectful work environment.

Customer Service: Consistently demonstrates empathy, professionalism, and responsiveness to customer needs. Takes initiative to resolve concerns and exceed expectations.

Communication: Communicates clearly and respectfully in both verbal and written formats. Actively listens, builds rapport, and adjusts communication style for different audiences.

Effectiveness: Reliably completes tasks and meets deadlines. Demonstrates strong follow-through and prioritizes work effectively to support team and customer outcomes.

Job Knowledge: Applies knowledge and skills effectively in daily tasks. Strives to increase expertise and ensures accuracy and quality in work products.

TRANSPORTATION

Reliable transportation and the ability to travel in personal or commercial vehicles as required to accomplish assigned duties. If traveling in your personally owned vehicle, valid vehicle insurance is required.

WORK ENVIRONMENT

The working conditions are typical of a professional office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl; and talk or hear. The employee may occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to perform the major responsibilities unaided or with the assistance of a reasonable accommodation.

OTHER DUTIES

Please note this job description is not designed to cover or contain a complete listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.