Program Support Specialist

ESSENTIAL EXPECTATIONSESSENTIAL EXPECTATIONS

Diversity, Equity, And Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONPOSITION EXPECTATIONS

Position Summary

​​The ​​​​Program Support Specialist is responsible for overseeing the day-to-day operations of the reception and common area spaces of their assigned location and for being the first contact for assisting the Mission Services participants and Goodwill customers and team members that enter Mission service areas.​ ​​

Responsibilities

• ​​Answers and routes all incoming calls to the appropriate parties. Messages will not need to be taken unless it is an emergency, or the call is transferred back to the reception area.

• ​​Gives information regarding services available through Mission Services.

• ​​Schedules appointments for Mission Services staff as needed.

• ​​Maintains sign-up sheets and other documentation of job seekers up for services.

• ​​​Assists job seekers in the resource center with emails, resumes and online applications when needed.

• ​​Pre-screens participants and review paperwork necessary to receive supportive services.

• ​​Copies I-9 information for Intake and Mission staff as needed.

• ​​Keeps daily count of new and returning visitors.

• ​​Ensures the reception area is attended during operation hours.

• ​​Handles tracking of all visitors with the log and distributes all Board Members ID Badges when they arrive for special meetings or events if necessary.

• ​​Closes out the office area at the end of the day – which includes turning off all machines/lights, forwarding the calls to night ring, securing all doors in the lobby and reception area.

• ​Assists in any other projects or tasks as determined by management. ​

Core Competencies

Job Knowledge	Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.
Dependability	Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations.
Service Oriented	Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.
Teamwork	Works collaboratively and respectively with others and is sensitive to team member engagement. Communicates openly seeking and providing support. Shares knowledge, provides assistance, and contributes well as a leader, facilitator, or participant. Accountable to team.

Job Specific Competencies

Patience	Accepts or tolerates delays or problems without becoming anxious or unprofessional. Steadfast despite opposition, difficulty or adversity. Maintains ability to meet goals, sustain services, collaborate with coworkers, and overcome obstacles.
Professionalism	Consistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.
Productivity	Effectively problem solves while managing workload and time. Work produced in an accurate, consistent manner. Prioritizes and efficiently meets goals, objectives and deadlines. Assists others to ensure productivity. Makes a meaningful difference.
Approachability	Conveys a positive, inviting, and easy to talk to demeanor. Sensitive to the concerns of others. Holds confidence and builds rapport with all levels of team members. Displays interpersonal skills.

Environmental Factors

• Majority of duties will be performed in an office environment with regulated temperatures.

Physical Factors

• ​​​Must be able to lift, carry, push, and pull a minimum of 25 pounds.

• ​Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, carrying, sitting at a desk, and working on a computer. ​

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