Member Success Coach

State of Maryland•Anne Arundel, MD

1d•Hybrid

About The Position

The Department of Service and Civic Innovation (DSCI) is seeking to fill several Member Success Coach positions. This role is responsible for overseeing the progress and development of program members throughout a 9-month program period. The position involves significant fieldwork and mentorship through regular check-ins with program members via text, phone calls, and in-person visits. The incumbent must maintain strict confidentiality, sharing member information only with relevant DSCI personnel. Administrative work is critical for program advancement. The role requires fostering an environment where members feel comfortable expressing themselves through active listening and open communication. By using adept questioning techniques, the coach stimulates members' intellectual and emotional exploration, enabling them to reach their own decisions and perspectives. The goal is to build authentic connections founded on empathy and support, facilitating personal and professional growth by linking members with suitable professional development resources aligned with their Member Achievement and Transition Plan. The Service Success Coach acknowledges the holistic journey of participants, including their mental, emotional, and professional experiences before, during, and after their service. This support may include facilitating meetings, providing support resources, assisting with presentations, and planning transportation with members. The ultimate aspiration is to guide members towards successful program completion.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Three years of administrative staff or professional work.
Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.
Employees assigned duties which require the operation of a motor vehicle will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Nice To Haves

1 year of experience supporting or coaching individuals in workforce development, education, case management, mentoring, or youth development settings.
1 year of experience collecting, interpreting and reporting data related to program performance, participant progress or operational improvement.
1 year of experience working with diverse populations and demonstrating strong interpersonal, conflict resolution and communication skills. This experience must have been requiring direct client or participant engagement.
Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

Responsibilities

Conduct regular check-ins with assigned program members through text, phone, virtual meetings, and in-person visits to monitor progress, provide guidance, and ensure engagement throughout the 9-month program cycle.
Track, collect, and analyze member data, including assessments, surveys, and progress indicators; prepare clear summaries or recommendations to improve program operations and member outcomes.
Connect members with appropriate professional development and support resources, aligning opportunities with each member’s Member Achievement and Transition Plan.
Maintain accurate, confidential records and documentation related to member interactions, progress, challenges, and support referrals, sharing information only with designated DSCI staff.
Coordinate with internal staff and leadership, including supervisors and program directors, to report concerns, exchange information, recommend improvements, and support member success strategies.
Provide onsite support during trainings, workshops, and events, ensuring member participation, responding to needs in real time, and assisting with logistics such as transportation or attendance tracking.