Rural Career Navigator

Position Summary

The Rural Career Navigator provides workforce services to job seekers and participants in an assigned rural office, helping customers access employment, education, training, and community resources. Duties include career navigation, resource room assistance, outreach, participant follow-up, and eventual WIOA, SNAP E&T, and Choices case management. Eligibility Specialists conduct WIOA Adult, Dislocated Worker, and Youth eligibility intake and determinations. The Navigator begins WIOA case management after eligibility is confirmed and the case is assigned.

The employee coordinates with Eligibility Specialists, program managers, Business Services, Quality Assurance, and partners. Caseloads are assigned in phases after training, demonstrated competency, supervisory review, and appropriate system access. Spending approvals and compliance actions remain subject to assigned authority and required review.

Core Responsibilities

• Welcome customers, identify service needs, assist with general registration, explain services, and arrange appointments or referrals. Refer WIOA applicants to Eligibility Specialists for eligibility intake and determination.
• Assist customers with WorkInTexas.com, job applications, resumes, interview preparation, job search, and appropriate assessment tools.
• Assess employment goals, skills, work history, and barriers; develop and update individualized plans with clear next steps and follow-up dates.
• Manage assigned cases, maintain regular participant contact, monitor progress, and coordinate employment, education, training, and supportive service referrals.
• Coordinate with Business Services on job referrals, employer connections, work experience opportunities, and employment retention.
• Maintain rural office appointment schedules and service coverage; report operational concerns, safety issues, and service gaps to management.
• Build relationships with schools, training providers, employers, and community agencies; support approved rural outreach and access through in-person, telephone, or virtual services.
• Identify customers requiring specialized assistance, including veterans and migrant and seasonal farmworkers; follow screening and referral procedures and promptly route complaints to the designated representative.
• Receive assigned Adult, Dislocated Worker, and Youth cases after eligibility confirmation by an Eligibility Specialist. Review the referral and service needs, coordinate the handoff, and begin case management. Refer eligibility questions or discrepancies to the Eligibility Specialist.
• Complete assessments and individualized employment or service plans, including suitability review and required approval for training services.
• Coordinate career services, occupational training, work experience, and supportive services; maintain required agreements, attendance records, and supporting documentation.
• Monitor training progress, measurable skill gains, and credential attainment; obtain provider verification and enter supported outcomes accurately and within required timelines.
• Monitor inactivity and outstanding actions, document outreach, obtain required exit review, and complete assigned employment, education, earnings, and post-exit follow-up.
• Review referrals and assigned participation status, schedule appointments, provide program orientation, and assess employment and service needs.
• Develop and update employment plans; assign appropriate allowable activities based on participant needs and applicable requirements.
• Track participation, attendance, employment, and progress; verify supporting records and complete required notices, checklists, and case actions within program deadlines.
• Identify and document barriers, possible exemption or good-cause issues, and nonparticipation; route matters for required review and process authorized actions without exceeding assigned authority.
• Coordinate eligible supportive services, partner referrals, and communications with designated program staff; maintain complete records of actions and follow-up.
• Review referrals, schedule appointments, provide orientation, assess barriers, and explain participation responsibilities and available assistance.
• Develop and update employment plans and connect participants to appropriate job search, work, education, training, or other allowable activities.
• Track and verify participation hours, attendance, employment, and earnings; maintain records supporting reported activity and required case actions.
• Address missed appointments and participation concerns promptly; document outreach, review potential good cause with the designated supervisor, and complete authorized compliance actions within required deadlines.
• Coordinate supportive services, child care referrals, employment retention, and other assistance with appropriate staff and partners.
• High school diploma or GED and at least two years of relevant experience in workforce services, case management, human services, customer service, or a related field; an equivalent combination of education and experience may be considered under SERCO hiring standards.
• Ability to communicate clearly, interview customers, explain procedures, write organized case notes, and work respectfully with people from diverse backgrounds.
• Ability to organize appointments and multiple program deadlines, review supporting documents, calculate and verify reported hours, and maintain accurate electronic records.
• Working knowledge of Microsoft Office, email, virtual meeting tools, and electronic case management systems, or the ability to learn them.
• Ability to work independently in a rural office while following program requirements, communicating with management, and maintaining confidentiality.
• Associate or bachelor’s degree in human services, business, education, social sciences, or a related field.
• Experience with WIOA, SNAP E&T, Choices, WorkInTexas.com, participant service documentation, or program monitoring.
• Knowledge of rural employment opportunities, transportation barriers, and community resources in the Brazos Valley.
• Bilingual communication skills relevant to the assigned service area.

Program Case Management Responsibilities

The following responsibilities apply as each program is assigned. Staff follow current Board, TWC, and SERCO requirements and seek supervisory guidance when eligibility, participation, or compliance issues require review.

WIOASNAP Employment and TrainingChoicesDocumentation and Quality

Enter accurate, timely case notes and activity records in WorkInTexas.com and other authorized systems; maintain supporting records in approved repositories such as DocuWare. Protect confidential information, follow records retention requirements, respond to monitoring requests, correct quality review findings, and escalate unresolved errors. Coordinate co-enrollment appropriately and avoid duplicate or unsupported services or charges.

Qualifications and Working ExpectationsRecommended Minimum Qualifications

The following qualifications are recommended for this draft and should be aligned with SERCO hiring standards before use.

Preferred QualificationsPhased Training and Caseload Assignment

Initial assignment emphasizes rural office operations, customer navigation, system use, confidentiality, and foundational documentation. The employee then completes program-specific training and supervised practice for WIOA, SNAP E&T, and Choices. The supervisor reviews sample cases and confirms readiness before independent assignments. Caseload size and program mix are established by management based on training status, rural office coverage, participant needs, and workload. Refresher training and review continue as requirements change.

Performance Expectations

Provide timely and respectful customer service; meet assigned enrollment, engagement, follow-up, and documentation expectations; maintain accurate participation and outcome records; complete required notices and actions on time; resolve quality findings; and communicate barriers or overdue work promptly. Support employment retention, wage progression, skill gains, and credential completion through appropriate services and verified reporting. Follow required exit procedures and obtain designated approval.

Work Environment and Travel

Work involves customer interaction, computer use, document review, and appointments conducted in person, by telephone, or virtually. Travel may be required between assigned rural offices and to outreach, training, or partner locations. The employee must meet applicable SERCO travel and driving requirements when driving is assigned. Essential duties may be performed with reasonable accommodation.

Other Duties and Acknowledgment

Perform other related duties as assigned within training, program requirements, and approved authority. This description summarizes the position and may be revised as operational needs change. Final qualifications, reporting structure, and classification are subject to management and HR approval.