Client Success Coach

Godman Guild Association•Columbus, OH

28d•Hybrid

About The Position

The Client Success Coach – Project Connect supports adult learners/STARs referred to as ABAWD participants by providing client engagement, barrier reduction, resource navigation, and ongoing case management throughout their Project Connect journey. This position helps participants understand program expectations, navigate benefits and required documentation, access supportive resources, and remain compliant with federal SNAP work requirements while progressing toward job readiness, vocational education, host-site placement, or employment opportunities. The Client Success Coach collaborates closely with the Project Connect Program Manager, Career Advancement Coach, Business Solutions Manager, and shared service teams to ensure a coordinated, participant-centered experience that promotes self-sufficiency and economic mobility.

Requirements

At least 2 years of experience in case management, client services, workforce development, or related human services roles required.
Proficiency with Microsoft Office and participant tracking or case management systems.
Strong organizational skills, attention to detail, and ability to manage multiple participants and tasks simultaneously.
Ability to work effectively with diverse populations and to practice cultural humility and trauma-informed approaches.
Ability to pass applicable criminal background checks.
Valid driver’s license, proof of insurance, and reliable transportation for local travel as needed.

Nice To Haves

Associate degree or bachelor's degree in social work, human services, workforce development, education, counseling, or a related field preferred.
Experience working with adults receiving public benefits, ABAWD participants, or individuals facing barriers to employment strongly preferred.
Demonstrated ability to build trust, motivate participants, and communicate expectations clearly and respectfully.
Ability to speak languages in addition to English (such as Spanish, Somali, or Arabic) preferred.

Responsibilities

Identify, engage, and communicate with adult participants throughout their enrollment and participation in Project Connect.
Conduct barrier assessments and follow-up conversations to understand individual needs, strengths, and obstacles to participation.
Provide ongoing case management and support, helping participants address barriers such as transportation, documentation, digital access, scheduling conflicts, childcare, and other basic needs.
Offer clear, accessible explanations of program expectations, required hours, attendance, and next steps, reinforcing accountability and self-efficacy.
Maintain strengths-based, trauma-informed, and culturally responsive relationships with participants while upholding professional boundaries.
Track and distribute supportive services such as bus passes, vouchers, and referrals in alignment with program guidelines and funder requirements.
Monitor participant engagement and attendance, promptly communicating concerns about non-compliance, disengagement, or risk to the Project Connect Program Manager.
Collaborate with the Career Advancement Coach, Business Solutions Manager, adult education staff, and host sites to support participant progression to Career Bridges, vocational education, work experience, or employment.
Assist participants with benefits navigation and preparation for orientation and background check requirements, referring to County case managers and legal resources when appropriate.
Participate in weekly or routine check-ins with participants to build rapport, reinforce progress, and support completion of Job Readiness and Project Connect assignments.
Maintain accurate, timely case notes and participant records in approved systems, including contact attempts, barrier assessments, referrals, and outcomes.
Support data collection and reporting by submitting required documentation to the Project Connect Program Manager and Sr. Director of Data and Analytics as requested.
Use data and participant feedback to identify trends, barriers, and opportunities to strengthen the participant experience and program design.
Participate in team meetings, case reviews, and training sessions to align practice with program standards and evolving requirements.
Maintain compliance with Godman Guild guidelines, policies, procedures, and applicable federal, state, and county requirements related to ABAWD programming.