Job Developer/Front Office Administrator & Reception

FOCUS Community Development Corporation

Reports To: Program Manager / Team Leader

Location:  Wasaga Beach Office

Position Profile: This is a split role combining Job Developer, Front Desk Administrator, and Reception roles. The Job Developer will promote the full suite of FOCUS employer services and focus on outreach to the local business community to increase job opportunities for FOCUS’ clients. The Job Developer will support those job seekers furthest from the labour market and have challenges connecting to sustainable employment. The position will place candidates in job opportunities appropriate to their goals and will develop accommodation strategies in consultation with the employer to support job retention. By so doing, we can support the business community to become more diverse and inclusive of youth, newcomers, and persons with disabilities.

As a member of the FOCUS Employer Services Team, the Job Developer builds trust relationships with members of the business community by meeting their recruitment needs, thereby increasing job opportunities for program participants. This position will cultivate new employer contacts while maintaining positive relationships with existing employer partners.

The Front Desk / Reception / Administrative Support & Reception 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.

Reporting to the Program Manager/Team Leader, the Front Desk / Reception/ Administrative Support will be the first point of contact with FOCUS and will ensure that the inquiry is directed to the most appropriate staff person, will support other roles with administrative duties to ensure the success of the programs and will ensure the Resource area is well maintained. Help to promote relevant workshops, programs, and community support services to those we se

Key Performance Indicators

Customer: Active outreach to the business community to create positive relationships with at least 4 new employers monthly to facilitate 28 job placements annually and support job retention for job seekers in the Integrated Employment Service. Promote Focus Job Board and post 2 new jobs weekly. All telephone calls returned in one business day(24 hours) All Voicemail returned within one business day (24 hours) All emails acknowledged within 1 business day (24 hours) Customers will receive the earliest available scheduled appointment Manage the cancellation list, ensuring Employment Consultants meet intake targets

Operational Performance: Resource Centre is appropriately maintained and welcoming. Individuals connecting to FOCUS feel welcome and receive the appropriate direction. Ensure that timely follow-up contact is completed for every client and that information and required documents are uploaded to CaMS within 24 hours of contact. Effectively negotiate placement opportunities with employers (3 placements per month) and provide client support funding to fully utilize budgets based on the client and employer's eligibility for funding. Monthly Spending Target $11,000.00 Client/Employer case notes and required client/employer documentation for PBF Check Points are up to date on multiple platforms, including EOIS CaMS, ES Cases, Thrive, and internal tracking sheets

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

Key Functions

Dual Customer-Client & Employer: To meet the hiring needs of employers while ensuring good job matching for the program participant. To meet this objective, you will:

1. Direct Client Assistance:

a) Utilize Solution-focused techniques and trauma-informed practices in all service provisions.

b) Meet with clients, in-person or virtually (where required) to conduct initial job development intake appointments in collaboration with the Employment Consultant, Social Assistance Case Worker.

c) Maintain ongoing contact with all clients in-person or by phone, email or text, share regular job leads, provide positive reinforcement and support, and stay updated on their employment status.

d) Coach clients in employer expectations, job site and position requirements and appropriate workplace behaviour relative to job retention

e) Participate in coordinated case management with Employment Consultant, and Social Assistance Case Worker to ensure that appropriate supports and workplace accommodations are in place for clients and develop job retention strategies for the client and employer.

f) 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 a Customer Service Survey with the client.

2. Employer Engagement and Support

a) Act as a point of contact for employers, providing information about all FOCUS’ Employer Services, including coordination of the Canada Ontario Job Grant.

b) Conduct outreach to employers to develop appropriate placement and/or job opportunities for clients.

c) Provide information, training, and support to employers in using Thrive or the FOCUS job board to post jobs and meet identified training needs.

d) Provides resources to employers regarding labour market information, health, and safety, Employment Standards Act etc.

e) Conduct evaluation of worksites to ensure the safety of clients.

f) Collaborate with employers to develop training plans for client placements.

g) Provide access to financial support available to the employer as appropriate by utilizing forms and processes for IESD to verify eligibility and level of funding provided

h) Conduct regular monitoring and worksite visits.

i) Demonstrate the business value in hiring persons with disabilities and helps to dispel commonly held myths or misunderstandings.

j) Collect, screen and forward applicants on posts placed on behalf of employers.

k) Gather and report on posting statistics monthly.

l) Work with Community Engagement staff to post a job of the month on Social Media to encourage client connection.

m) Review client lists to identify whether new jobs posted by FOCUS are a match for current clients and work with the assigned Employment Consultant to make the match

3. 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) Maintain supply levels of products commonly used by clients.

e) Document statistical information regarding the use of the Resource Centre.

f) Prepare a Labour Market Report monthly.

Case Management

a) Ensure data entered into provincial systems and agency databases is accurate and timely.

b) Monitors, evaluates, and adjusts client service action plans as required.

c) Maintain employer files according to agency standards.

d) Enter information into the agency database regarding employers' and clients' hiring processes and status.

e) Follow up with clients at regular intervals to report on client retention and offer other support as required.

Customer Satisfaction 

a) Support clients with awareness and navigation of community supports. Refer clients to other community agencies and resources and follow up with other agencies as appropriate.

b) Assist clients in the use of computers, the Internet, and other business

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 the 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: 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 that employer contacts are regularly updated in CATS and ESCases, enter data on the Employer Matrix for funding on ES Cases, and maintain internal tracking for Performance-Based Funding and Budgets for IESD and COJG.

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

c) Learn, utilize and maintain proficiency in software and systems, including MS Office Programs, ES Cases, CaMS, Thrive, and internal tracking systems.

d) Develop and maintain expertise in using DocuSign, Zoom, LinkedIn, and other virtual tools as required.

e) Ensure that all IES services are provided according to the program guidelines and to review those guidelines on an annual basis.

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

g) Follow all internal practices to protect client privacy and all client documentation; remain knowledgeable about relevant privacy information.

h) Follow up with Clients referred to Focus via SA/TRF/RASP and SERCO Referrals in a timely manner according to Program Guidelines.

i) Maintain File Archiving Database.

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

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

l) Maintain Lunch Coverage Schedule.

m) Order office supplies. Prepare to open and close the Resource Center each day.

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) Thorough knowledge of funding parameters, eligibility criteria for all FOCUS programs, reporting guidelines and file maintenance protocols.

b) Demonstrates understanding of vulnerable populations, labour market trends, local employer base, social services and education institutions.

c) Ability to counsel clients in a trauma-informed, supportive, solution-focused manner.

d) Ability to develop trusting relationships with members of the business community while supporting job seekers in a supportive, solution‐focused manner.

e) Understand the challenges facing the unemployed and those challenges specific to job seekers furthest from the labour market.

f) Ability to advocate to employers on behalf of individuals requiring assistance with job search and maintenance: strong negotiation skills.

g) Ability to deal with sensitive issues with discretion and to respond positively to challenges; ability to promote confidentiality as a norm.

h) Demonstrated good judgement and a clear understanding of appropriate service boundaries.

i) Must possess strong interpersonal skills and the ability to work and communicate effectively within a cross-cultural team environment.

j) Ability to work with limited supervision and considerable self-direction.

k) Comfort working autonomously in off-site locations and promoting FOCUS’ programs and services in those communities.

l) Strong presentation/facilitation skills; high comfort level in public arenas.

m) Demonstrates a commitment to ongoing and appropriate professional development.

n) Remains current with technology related to the position and possesses strong computer skills.

o) Ability to solve problems by utilizing critical thinking skills and demonstrating adaptability to work effectively in a rapidly changing workplace.

p) Commitment to established agency performance standards, which includes productivity, personal responsibility, customer-centred service, collaborative team performance, entrepreneurial attitude and maintaining a high level of professionalism.

Essential Qualifications:

· Post Secondary certificate, degree, or diploma in a relevant field (e.g. career or employment development, vocational rehabilitation, social work, counselling, or human resources.)

· Reception experience with solid customer service and sales skills.

· Strong negotiation and sales skills.

· Proven ability to problem solve and work in a fast-paced environment where the workload is constantly shifting

· Excellent verbal and written communication skills.

· Solid understanding of privacy and confidentiality and other professional codes of conduct; must submit for a vulnerable sector check

· Advanced computer knowledge of Microsoft Office Suite, including Outlook, Word, Excel, Teams, Access, and Google Workspace

· 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.

· Experience building partnerships with employers, community agencies, and other stakeholders.

· Successful track record of helping clients to overcome barriers to employment.

· Knowledge of the local labour market.

· Excellent job search techniques, including resume preparation, interview skills, skills identification, and goal setting.

· 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