Bargaining Unit: Use for all Job Titles
Class Code: 078425
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and one year of full-time work in a customer service related field such as sales, marketing, retail, hospitality service, social services or interviewing i.e., telecommunications, case management, interviewing in probing, assessing and identifying needs for job placement.
Substitution of Education for Experience: A master’s degree from an accredited college or university may be substituted on a year-for-year basis up to one (1) year.
Substitution of Experience for Education: Experience in a customer service related field such as sales, marketing, retail, hospitality service, social services or interviewing may be substituted on a year-for-year basis, up to four (4) years.

Other Requirements:

Necessary Special Qualifications: 
  1. may be required to travel;
  2. possession of a valid motor vehicle operator’s license. 
Examination Method: Education and Experience,100%, for Preferred Service positions. For Executive Service positions, Minimum Qualifications, Necessary Special Qualifications, and Examination Method are determined by the appointing authority.

Job Overview:

Summary: Under general supervision, is responsible for employment security work in a Career Center of average difficulty. This work provides services and resources to members of the public by analyzing both client and program information to determine the most appropriate customized solution for each client. The Career Specialist is responsible for explaining and interpreting program guidelines to clients concerning various programs, policies, regulations and performs related work as required.
Distinguishing Features:  An employee in this class conducts job service functions to determine a client’s job readiness, work qualifications and suitability for particular training programs; refer job seekers to employer; takes job orders from employers; makes recommendations on specialized employment programs (ex: Food Stamp, Trade Readjustment Act (TRA); Trade Adjustment Act (TAA), Reemployment Services Assistance (RESA)participants). An employee gathers and analyzes all pertinent work history information to reach these determinations. This class differs from that of the Supervisor in that an incumbent of the latter is responsible for exercising general supervision over a professional staff of career specialists.

Work Activities:

Resolving Conflicts and Negotiating with Others:
  1. Effectively resolves difficult situations with peers and clients, and knows when to elevate the issue to the supervisor level.

Documenting/Recording Information:

  1. Maintains extensive program records and reports to keep accurate statistical data on all clients for federal and internal reporting requirements.
  2. Enters and updates client information into relevant systems to update records and data bases.

Analyzing Data or Information:

  1. Analyzes client and program information to determine the most appropriate customized solution for each client.

Thinking Creatively:

  1. Uses an innovative approach to customize solutions for each client.

Developing Objectives and Strategies:

  1. Assists client in developing goals and strategies, tracks client’s progress, and stays in contact with client to help reach the desired outcomes.

Interpreting the Meaning of Information for Others:

  1. Explains and interprets program guidelines to clients concerning various programs, policies, rules and regulations.

Communicating with Persons Outside Organization:

  1. Uses effective communication to provide outreach to employers, community leaders and groups to promote Career Center services and develop potential job sources.
  2. Communicates with employers to post their job announcements and gather results of recruitment process.
  3. May contact employer or educational institutions to verify client information for various programs.

Getting Information:

  1. Uses electronic data, phone interviews, and/or in-person interviews, to obtain pertinent information on education, work skills and abilities.
  2. Obtains information for employment eligibility and to determine appropriate programs and/or points of contact for each client.

Training and Teaching Others:

  1. May facilitate workshops to assist clients with reaching a job ready status and/or program participant compliance.

Performing for or Working Directly with the Public:

  1. Provides professional customer service to every client, both internal and external.
  2. May schedule and facilitate skill and pre-employment assessments in service to employers or partners.
  3. Refers applicants to prospective employers, counseling services or training programs to facilitate their subsequent employment.

Communicating with Supervisors, Peers, or Subordinates:

  1. Effectively and consistently communicates with supervisor for reporting requirements, providing feedback, and activities and events within the course of duties.
  2. Effectively and consistently communicates with peers to build and maintain teamwork, partnerships, and cooperation between coworkers and offices.

Interacting with Computers:

  1. Assists clients in updating electronic information in applicable web-based programs.
  2. Maintains proficient computer skills for the successful operation of programs.

Competencies (KSA’s):

  1. Functional/Technical Competency
  2. Time Management
  3. Action Oriented
  4. Written Communication
  5. Customer Focus
  6. Ethics and Values
  7. Listening
  8. Integrity and Trust
  9. Approachability
  10. Composure


  1. Customer and Personal Service
  2. Clerical
  3. Administration and Management
  4. Education and Training
  5. Personnel and Human Resources
  6. Sales and Marketing
  7. Basic Mathematics
  8. Law and Government


  1. Active Listening
  2. Speaking
  3. Reading Comprehension
  4. Judgment and Decision Making
  5. Time Management
  6. Writing
  7. Service Orientation
  8. Active Learning
  9. Social Perceptiveness
  10. Critical Thinking
  11. Complex Problem Solving
  12. Coordination
  13. Learning Strategies
  14. Trouble Shooting


  1. Visualization
  2. Written Expression
  3. Oral Comprehension
  4. Written Comprehension
  5. Oral Expression
  6. Problem Sensitivity
  7. Time Sharing
  8. Selective Attention
  9. Deductive Reasoning
  10. Speed of Closure
  11. Category Flexibility
  12. Fluency of Ideas
  13. Memorization
  14. Inductive Reasoning
  15. Originality

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone
  3. Copier
  4. Projector
  5. Scanner
  6. Fax Machine
  7. Printer
  8. Motor Vehicle


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