Service Consultant at Goodwill of Southwestern Pennsylvania

Goodwill of Southwestern Pennsylvania is a nonprofit organization that funds job training, education, and other community programs by selling donated clothing and household items in Goodwill stores and online. We offer life-changing work on a mission-minded team. We are 1,000 working as one and each of us is essential to helping our community thrive. For three years running, Goodwill has been named to Forbes’ list of America’s “Most Inspiring Companies”.

We offer a wide range of career opportunities ranging from entry-level to management in retail, human services, and administrative fields. Learn more about working at Goodwill. You can help. We can show you how.

Position Summary:

The Service Consultant is instrumental to connecting clients to Goodwill programs and services as well as to local community resources. In conjunction with the Welcome Center team, the Service Consultant’s responsibilities include, but are not limited to: providing consultation to team members and clients regarding service need
determinations and support toward accessing the full menu of needed and available services; welcoming and completing intake assessments with clients to better develop and document goals and goal plans, assisting clients in implementing goal plans through referral to services and monitoring goals and plans for modification and
completion; and supporting direct service staff through consultation regarding customer needs and potential service/resource connections. Service Consultants may travel to the agency’s various human service locations to foster strong peer relationships, engage with clients in their communities, and maintain an agile presence across
our broad service territory.

Essential duties include, but are not limited to:

• Develop and maintain relationships with Goodwill department personnel and the service consultation team as well as maintaining up-to-date knowledge on Goodwill programs and services along with community resources
• Consult with agency human service team members to assist with service inquiries as well as providing updated knowledge regarding available services/resources and methods to access them.
• Conduct ongoing electronic, phone, and face to face meetings with team members at their service delivery locations, as per schedule rotation, to support integrated service delivery efforts.
• Communicate with other interdisciplinary team members regarding participant linkage to services to ensure service connection and best-fit.
• Assess and identify new and returning clients’ strengths, barriers, and needs by collecting in-depth information about a client’s situation and functioning through completing an integrated intake
• Develop and oversee the implementation of a comprehensive service plan to address those needs, including referral to internal services/resources as well as external providers.
• Conduct initial and follow-up electronic, phone, and face to face meetings with customers at their service delivery locations, as per staff rotation, to ensure quality service delivery.
• Assist individuals in filling out applications or questionnaires used for enrollment into Goodwill’s programs or services.
• Compile and coordinate records for new and prospective customers, including identifying and resolving inconsistencies in files and other obtained information.
• Explore and provide information on program eligibility and possible voucher options based on eligibility, referring to the proper resource.

External hiring range: $18.25 - $18.98/hour

Travel required: Yes, local travel is required. 

Schedule: Monday - Friday. some evenings and weekends will be required. Schedule can vary depending on department needs. 

Qualifications: 

• High school diploma or equivalent AND 4+ years of required experience, Associates degree AND 2+ years of required experience, OR Bachelors degree and 0-1 years of required experience

Required experience:

• Experience working with at risk and/or vulnerable populations

Preferred experience:

• Prior experience with administrative customer service responsibilities
• Experience with providing consultation support to social service professionals
• Knowledge of social service/non-profit industry

REQUIRED CLEARANCES, LICENSES, AND CERTIFICATIONS:

• Candidates are expected to provide current valid clearances (Child Abuse Clearance, FBI Fingerprints Clearance, and PATCH) prior to first day of employment.