Employment Advisor

Position Profile:

The Employment Advisor requires a strong commitment to exemplary, purpose-driven customer service. As the first point of contact for FOCUS on multiple channels (in-person, website, phone, email), this is a key position for the organization and requires in-depth knowledge of FOCUS’ services and referral processes to facilitate appropriate decision-making.

Location:  New Tecumseth, Essa and surrounding areas Alliston - Alliston & Angus office

Reporting to the Program Manager, the Employment Advisor will act as both an ambassador and a concierge and will proactively engage and assist our customers: job seekers, employers, community members, and community stakeholders to find the information or service they need.

The Employment Advisor will conduct Service Level Determination Assessments with clients to guide them toward a self-directed or case-managed service, help job seekers develop job readiness skills, access training, and provide case management and long-term retention support to assist job seekers in finding and sustaining employment. The Employment Advisor offers in-depth information on job search processes, resume development, cover letters, and interview skills. Promote relevant workshops, programs, and community support services to those we serve

Key Performance Indicators:

Customers:

• All telephone calls returned in one business day(24 hours)
• All Voicemail returned within one business day (24 hours)
• All emails acknowledged within 2 business days (48 hours)
• Customers will have a scheduled appointment within 1 week of contact

Operational Performance: Maintain an active caseload of clients in the Youth Employment Program Client case notes and required client/employer documentation is up to date on multiple platforms, including EOIS CaMS, CATS, ES Cases, Thrive, Serco Action Planning Tool and internal tracking sheets.

Program Outcomes: To meet all program targets (intake numbers, outcomes, customer satisfaction, etc.) per our funding agreements. These targets will be clearly defined at the beginning of each fiscal year in consultation with the Executive Director

Key Functions:   

Client Service:

1) Greet each new client entering the resource center and meet with them for an initial orientation and service needs determination. To meet this objective, you will:

a) Direct clients on signing in and use of the Resource Centre.

b) Conduct preliminary screening of clients to establish their needs and discuss services. Book clients into appointments with the Employment Consultant to complete the Common Assessment Tool.

c) Assist clients with the use of technology, including computers, internet, photocopier, phone, TTY, job boards, printers, accessing email, completing online applications, etc.

d) Assist clients in developing resumes, cover letters, job search correspondence, interview preparation and researching training/apprenticeship opportunities.

e) Facilitate workshops to enhance employment readiness.

f) Coach clients in effective job search techniques, labour market, occupational research, career decision making and planning

g) Utilize the Thrive platform to assist clients in creating a profile

h) Familiarize clients with community resources, Better Jobs Ontario and other programming offered at FOCUS and in the community.

i) Make appropriate referrals to internal/external programs and services for education, training, and social services in the community

j) Review organization-developed job postings and external job posting sites and cold-call employers to develop job leads for clients.

2) Management of Resources. To meet this objective, you will:

a) Curate and manage up-to-date and relevant resources regarding employment, training, labour market information, occupations, career development and community services.

b) Maintain visual resources in the Resource Centre, including hand-outs, posters, brochures, boards and screens.

c) Liaise with community service organizations and referral sources to maintain knowledge of external community services.

d) Document statistical information regarding the use of the Resource Centre

Case Management

Assist clients in defining and attaining their employment goals and developing the skills needed to meet workplace expectations. To meet this objective, you will:

a) May administer the Common Assessment Tool with assisted clients to determine the stream and service levels required. Ability to understand and document the client’s employment-related strengths, needs, abilities, skills and other employment-related factors to determine the client's level of employment readiness and employment service needs.

b) Based on client streaming, discuss appropriate services and programming including life stabilization; literacy and basic skills, job retention requirements, specialized supports required and disability accommodation

c) Develop an Employment Action Plan (EAP) with each client that includes a minimum of two activities that move the individual toward employment.

d) Support Lead Program Coordinator of the Youth Employment Program in case management, workshop facilitation, job development and job retention for clients.

e) Contact all clients regularly to share job leads, provide positive reinforcement, and stay updated on their employment status.

f) Ensure that timely follow-up contact is completed for every client and that information, case notes and required documents are uploaded to CaMS/ES Cases within 24 hours of contact.

g) Refer clients appropriately to both internal and external programs and services.

h) Assist clients in developing resumes, cover letters and other job search correspondence manually or via the Thrive platform

i) Identify training needs for clients, including literacy and essential skills, employability skills, and short and long-term skill training.

j) Determine the need for training funding; and/or job development and placement support and refer to Employer Services for placement agreements.

k) Facilitate job search clinics for clients on topics, which will better orient them to the workplace.

l) In coordination with the Program Manager, move clients into the Outcomes phase once they have achieved goals in EAP for job retention monitoring based on approved IESD program outcomes and conduct Customer Service Survey with the client.

Job Retention

Support clients in maintaining employment by continuing service and support for up to 12 months after they have been employed. To meet this objective, you will:

a) Continue to support the client with full access to FOCUS’s services, financial support, and referral to other programs.

b) Provide job coaching and support or link clients with mentors and coaches in the workplace to ensure retention

c) Collect verification of employment from client in the form of Employer Letter, Pay Stub, Client Attestation and forward to Data Management to upload onto ES Cases to facilitate Performance Based Funding allocations at 1, 3, 6 and 12 months. Conduct Customer Service Surveys with clients as required and document all contact with clients/employers in ES Cases.

Administrative/Organizational

Maintain workloads appropriately and utilize effective time management techniques to ensure that clients and tasks are tended to in a timely manner. To meet this objective, you will:

a) Ensure data is input correctly into EOIS CaMS and ES Cases

b) Accurately document counselling and job development activities in the client notes in ES Cases and ensure each entry is completed in a timely fashion.

c) Learn, utilize and maintain proficiency in software and systems required, including CATS, ES Cases, CaMS, Thrive, Serco Action Planning Tool, internal tracking systems

d) Maintain in-office procedures appropriately, ensuring that all email, phone calls and text messages are responded to within 1 business day

e) Follow all internal practices to protect client privacy and all client documentation.

f) Attend and participate fully in case conferencing, staff meetings, staff training, organizational planning, working groups and committees.

g) Follow the policies and procedures outlined in the various program guidelines, and ensure that all services are provided with the standards of service maintained by FOCUS and described in our Customer Service Charter and that all services are consistent with FOCUS’ mission and values.

Other duties as required, including going beyond the job description whenever necessary.

**We will begin interviewing candidates that are good match as soon as we received their application. We thank all applicants for their interest**

Required Competencies:
a) Demonstrates understanding of vulnerable populations, labour market, local employer base, social services and education institutions.
b) Ability to counsel clients in a trauma-informed, supportive, solution-focused manner.
c) Ability to advocate to employers, training providers and other service providers on behalf of individuals requiring assistance with the job search.
d) Thorough knowledge of all facets of job search and career development, including current labour market trends.
e) Strong presentation/facilitation skills; high comfort level in public arenas.
f) Ability to deal with sensitive issues with discretion and to respond positively to challenges; ability to promote confidentiality as a norm.
g) Demonstrated good judgment and a clear understanding of appropriate service boundaries.
h) Must possess strong interpersonal skills and the ability to work and communicate effectively within a cross-cultural team environment.
i) Ability to work with limited supervision and considerable self-direction.
j) Demonstrates a commitment to ongoing and appropriate professional development.
k) Remain current with technology related to the position and possess strong computer skills.
l) Ability to solve problems by utilizing critical thinking skills and demonstrating adaptability to work effectively in a rapidly changing workplace.
m) Commitment to established agency performance standards, which includes productivity/personal responsibility, time management, customer-centred service, collaborative team performance, entrepreneurial attitude and high professionalism.

Essential Qualifications:
a) Post-secondary certificate in a related field
b) Strong customer service and sales skills.
c) Demonstrated experience in conducting and interpreting client needs assessments, coaching and mentoring clients, and working with individuals from a wide range of backgrounds and abilities.
d) Experience building partnerships with employers, community agencies, and other stakeholders.
e) Successful track record of helping clients to overcome barriers to employment.
f) Excellent job search techniques including resume preparation, interview skills, skills identification, and goal setting.
g) Solid understanding of privacy and confidentiality and other professional codes of conduct; must submit for a vulnerable sector check
h) Computer literacy and excellent documentation, case-noting and report-writing skills.

Additional Beneficial Qualifications:
• Certified Career Development Practitioner (CCDP) Designation
• Proficiency in French and/or other languages in addition to English