Participant Success Advisor

Easterseals•Houlton, ME

22h•Onsite

About The Position

Fedcap Families, a member of The Fedcap Group, is looking for a mission-driven individual to become a Participant Success Advisor in Houlton, ME! This person will act as front-line resource for participants as they navigate service with Fedcap and take steps towards greater self-sufficiency. This role involves working as part of a fast-paced, tech savvy, detail-oriented, people–facing team performing a variety of customer service and administrative tasks to support program participants in their journey and achievement of overall contract requirements.

Requirements

High school diploma, GED or equivalent education AND 2 years experience in front-facing, customer service, reception, front desk, office assistant, clerical or office-based human services role.
Valid driver’s license and reliable transportation
Demonstrated track record for providing exceptional customer service.

Responsibilities

Acts as “host” for the Opportunity Center creating a warm and welcoming environment for participants and all visitors.
Acts as staff to the “Participant Success Center” answering calls, assisting participants and routing calls as needed.
Calls program participants to schedule their Welcome Meeting with their Career Advisor and prepare them for participation.
Liaises with participants to prepare and submit support service requests aligned with activities in a participant’s Career Plan.
Collects needed documentation in support of requests.
Communicates daily with funders.
Shows significant attention to detail, ensuring accuracy of submissions in a tight turnaround.
Runs reports in FedcapCARES and uses data to plan daily tasks.
Conducts phone calls and sends out reminders via regular mail and text messaging to participants about their scheduled appointments and activities.
Determines if a reasonable circumstance exists for participants who have been absent.
Documents all contact with participants in the case management system in well-written, concise case notes.
Responds to immediate requests via email and portal chat feature, by answering questions regarding program requirements as well as documenting and addressing participant concerns.
Conducts daily case audits to ensure program and eligibility requirements are met.
Promotes Fedcap Inc. Positively at every opportunity with participants, coworkers, and external stakeholders, understanding and articulating the full services and benefits we offer to customers.
Upholds all agency policies and expectations in performing their job.
Demonstrate drive to deliver performance in line with key performance indicators and performance targets.
Actively role models our Fedcap values throughout all aspects of their work and interactions with others.
Quality is the responsibility of all Fedcap Inc. staff members and must be reflected in all interactions and documentation with participants and stakeholders.