The WIOA Program Clerk provides administrative and records support for WIOA intake and program operations. The position receives and organizes applications, schedules appointments, tracks missing documentation, maintains electronic records, prepares routine reports, and supports communication among applicants, Eligibility Specialists, Career Navigators, and program leadership. The Program Clerk performs administrative completeness checks but does not determine WIOA eligibility.

Primary Areas of Responsibility

Essential Duties and Responsibilities

• Receive WIOA applications and supporting records from online, email, in-person, and approved referral sources.
• Date stamp, log, scan, upload, and index records in the approved system using established naming and document-retention standards.
• Perform an administrative completeness check using the approved checklist and route the application to an Eligibility Specialist.
• Schedule intake appointments, send confirmations and reminders, and document customer contacts and unsuccessful outreach attempts.
• Track requested and received documentation and prepare standard pending, reminder, and closure correspondence for authorized staff review.
• Maintain application, intake, assignment, aging, error-correction, and other required program trackers.
• Prepare routine weekly and monthly reports and identify overdue or incomplete items for supervisory follow-up.
• Assist with meeting preparation, training materials, forms, mail, copying, supply requests, and other WIOA administrative functions.
• Route participant questions to the appropriate Eligibility Specialist, Career Navigator, supervisor, or manager and avoid providing unauthorized eligibility or funding decisions.
• Review electronic files for missing signatures, unreadable documents, incorrect indexing, or obvious administrative omissions and notify the responsible staff member.
• Protect confidential information and follow clean-desk, secure-email, records disposal, and personally identifiable information procedures.
• Provide reception or Career Center backup when assigned and when program deadlines and customer service can be maintained.
• Associate degree or relevant business office credential.
• Experience in workforce development, human services, government, education, or a regulated program environment.
• Experience using WorkinTexas, DocuWare, Microsoft Excel, or comparable systems.
• Strong organization, data-entry, filing, scheduling, proofreading, and customer-service skills.
• Ability to follow detailed procedures, maintain confidentiality, prioritize deadlines, and identify incomplete information.
• Ability to prepare accurate correspondence, spreadsheets, and routine reports.
• Professional telephone, email, and in-person communication skills.
• Proficiency with Microsoft Word, Excel, Outlook, Teams, and electronic document systems.
• Log and route new applications promptly and accurately.
• Maintain current trackers and provide reliable aging and pending-document information.
• Meet established standards for document indexing, appointment scheduling, correspondence, and administrative follow-up.
• Maintain accurate records with minimal avoidable errors or missing documents.
• Provide professional customer service while remaining within the administrative scope of the position.
• Maintain confidentiality and safeguard personally identifiable, financial, medical, and other restricted information.
• Comply with WIOA, TWC, Workforce Solutions Brazos Valley, SERCO, equal opportunity, accessibility, safety, and records-management requirements.
• Successfully complete required training and maintain any job-related credentials or system access.
• Perform other related duties as assigned. Duties, responsibilities, and reporting relationships may be adjusted to meet operational and contractual needs.

Minimum Qualifications

Education: High school diploma or recognized equivalent.

Experience: Two years of administrative support, records management, data entry, customer service, or related experience.

Equivalent combination: SERCO may consider an equivalent combination of education, training, and relevant experience, subject to Human Resources approval.

Preferred Qualifications

Knowledge Skills and Abilities

Performance Expectations

Work Environment and Physical Requirements

Work is primarily performed in an office and customer-service environment. Duties involve frequent computer and telephone use, handling paper and electronic records, and occasional movement of routine office materials. The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

Other Requirements

• Maintain confidentiality and safeguard personally identifiable, financial, medical, and other restricted information.
• Comply with WIOA, TWC, Workforce Solutions Brazos Valley, SERCO, equal opportunity, accessibility, safety, and records-management requirements.
• Successfully complete required training and maintain any job-related credentials or system access.
• Perform other related duties as assigned. Duties, responsibilities, and reporting relationships may be adjusted to meet operational and contractual needs.