Tiffany Day

 Plan and oversee daily greeting, interviewing, and next step functions of Universal Services staff including Greeters, Interviewers, and Title V staff.  Ensure that adequate staff coverage is provided so that customers proceed through the welcoming process within required timelines and that customers receive satisfactory and productive customer experience in the Community Resource Center.  Assist with interviewing, hiring, training, and supervision of all Universal Services staff.  Interact with and coordinate services with other team leads and coordinate services with Cross Center Services provider as applicable.  Provide direct supervision of Impact employed Universal Services staff, functional supervision of Wagner-Peyser staff, Title V Staff and Community Work Experience Staff.  Monitor Universal Services to ensure that services are compliant with regulations and contract requirements and assist with direct services as needed.

 Developed Individual Employment Plans (IEP) and completed Workforce Investment Act (WIA) applications for clients who transition to intensive CareerLink services.  Managed and maintained a caseload of up to 50 active clients and up to 50 retention clients to evaluate and provide case management services to assist them with understanding and overcoming issues affecting employability and/or training.  Obtained 80 placements and successfully linked 17 clients to training opportunities within the course of 2.5 fiscal years.  As a Senior Case Manager provided training of case management procedures and duties and peer leadership to incoming staff members.  Increased employability of candidates by providing job readiness coaching, career guidance, resume critique, mock interviewing, and referrals to employment opportunities and job search websites.  Conducted Orientation of CareerLink services and completed intake for new and returning clients.  Screened and interviewed clients for open positions created by internal and external employers and coordinated recruitments to coincide with available positions.  Obtained accurate documentation to ensure WIA eligibility and directed clients accordingly to outside agencies who do not meet eligibility guidelines.  Assessed individuals for training opportunities and matched them with the appropriate industry based on their current and previous skill set.  Generated TABE test, registered students for the test and proctored the test as a part of the assessment process for individuals requesting funding for continued education.  Collected time-sheets from training Providers and pay stubs from employed candidates as part of retention.

 Completed intake and registrations of new customers into the CWDS system.  Assessed the needs of 1000 plus customers per month who visited or called the center by greeting and directing them to the appropriate services and resolved issues with customer profiles by trouble-shooting accounts in person and via telephone.  Gathered statistical information used for establishing guidelines for the Workforce Investment Area by compiling data for weekly, monthly and quarterly reports.  Maintained office filing system, electronic customer records and staff and center calendars.  Trained, managed and scheduled front desk staff.