Client Support and Retention Coach

Job Purpose:
- The Client Support and Retention Coach at Jane Addams Resource Corporation is responsible for ensuring exceptional client service and fostering long-term relationships with our clients. This role involves understanding client needs, providing tailored support, and implementing strategies to enhance client satisfaction and retention. The Coach will serve as a key liaison between clients and the organization, ensuring that client concerns are addressed promptly and effectively, and that clients receive the highest level of service and support.
 

Essential Duties and Responsibilities:

· Conduct assessments for trainees, this includes assisting clients with income supports screening and accessing eligible benefits, and assessing digital literacy skills

· Provides post-placement tracking and support to JARC trainees:

a. Tracks job retention, career advancement, and financial outcomes

b. Connects graduates with needed and on-going supportive services

c. Provides financial counseling and follow-up on client budgets. Counseling focuses on achieving long-term financial health and growth for graduates.

d. Provides counseling for any problems in the workplace and for long-term career development.

· Completes subsequent credit pulls, and secures job placement and retention documentation

· Collect, document and track on services provided, including program and client outputs and outcome tracking through Salesforce, Excel, AirTable, and other data systems as needed.

· May present relevant career and financial topics to trainees during Friday workshops as needed

· Track referrals of external support services made for trainees including housing, mental health, etc. in JARC databases

· Ensures documentation meets grant requirements and organization standards.

Maintain internal emergency fund process including screening for eligibility, gathering required documents, submitting requests to finance team, ensuring receipt of support, and proper tracking in Excel, Salesforce, and AirTable.

Team Functions:

· Participate on the Employment Services Team

· Works with Business and Workforce Services on developing and implementing an alumni

engagement strategy

· Collaborate with the Adult Learners Program, Business and Workforce Services, and the Training Instructors

· Assist with required monthly, quarterly, and annual reports

· Comply with all funder requirements

· Contributes to JARC’s continuous quality improvement efforts

· Contributes to JARC’s warm and welcoming environment

· Other duties as assigned

Requirements/ Qualifications:

· Bachelor’s Degree from a four year college or university preferred

· Strong written and verbal communication skills

· Intermediate level skills of Microsoft Office and Salesforce

· Working knowledge of the Chicagoland area manufacturing industry a plus

· Commitment to serving the needs of a hard-to-serve population

· Experience in workforce development and/ or nonprofit (particularly familiarity with the FOC model of bundled services and financial coaching) a plus.

· A problem solver and self-starter; a good team player; ability to multi-task while maintaining a good level of organization; attention to detail and time management.

· Professionalism, flexibility, good judgment and commitment to the team and vision and mission of the organization

· Successful candidate will have a coachable, trainable, open-minded attitude.

· Bilingual a plus.

· Flexible Schedule