Retention Case Manager

GREATER PHILADELPHIA URBAN AFFAIRS•Philadelphia, PA

9h•$55,000 - $65,000•Hybrid

About The Position

The Retention Case Manager (RCM) is a full-time, mission-critical role within Everybody Builds’ workforce programming team. This position is at the heart of our supportive services, a program designed to reduce attrition and build long-term success for early-stage union apprentices, with a particular focus on first-generation tradespeople and graduates of pre-apprenticeship programs (WINC, CARP, SSSPAP, YOACAP, Rebuild, and others). The RCM provides direct, 1-on-1 case management and coordinates the supportive services, stipend disbursements, and wraparound resources that help apprentices overcome barriers before they become reasons to leave the trades. This role also serves as a key relationship manager, maintaining consistent, professional communication with union partners, contractors, employers, and community-based service providers on behalf of program participants and Everybody Builds. This is a relationship-driven, detail-oriented role for someone who brings both warmth and structure to their work. We are looking for someone equally comfortable building trust with an apprentice navigating hardship and presenting a progress update to a union business agent.

Requirements

Minimum 2–3 years of experience in case management, social services, workforce development, or a related field.
Demonstrated ability to build trust and maintain professional relationships with diverse populations, including individuals facing significant life barriers.
Strong organizational skills with experience managing multiple cases or projects simultaneously.
Experience with or ability to quickly learn Salesforce or other case management/data tracking platforms.
Comfortable navigating and communicating across multiple stakeholder types—from program participants to union representatives to nonprofit partners.
High School diploma or equivalent required

Nice To Haves

Associate’s or Bachelor’s degree in social work, human services, public health, or a related field preferred.
Experience working in or with the construction trades, apprenticeship programs, or blue-collar industries.
Familiarity with Philadelphia’s workforce development ecosystem, social service landscape, and/or union structure.
Experience facilitating or co-facilitating workshops or group programming.

Responsibilities

Conduct structured intake assessments with each enrolled apprentice to identify barriers related to transportation, housing, childcare, financial hardship, health care access, and more.
Develop and actively manage Individual Support Plans (ISPs) for each participant, with clearly defined short-term and long-term goals, anticipated challenges, and planned interventions.
Provide regular (biweekly) 1-on-1 check-ins—in person or virtual—to monitor progress, update support plans, and course-correct as needed.
Respond promptly to crisis situations (e.g., eviction risk, loss of childcare, domestic violence) by connecting participants to appropriate emergency resources and partners or providing direct emergency relief.
Coordinate warm referrals to local social service providers, including housing support, food assistance, mental health care, and other wraparound services.
Develop and strengthen partnerships with supportive services providers to ensure robust referral network.
Administer direct financial supports to participants, including stipends and emergency assistance for essential needs such as work gear, tools, transportation, childcare, and basic necessities.
Manage the disbursement process from start to finish—verifying eligibility, processing requests, coordinating with admin/finance, and maintaining clear records for each transaction.
Track all supportive services in Salesforce, ensuring accurate, timely, and consistent documentation of service type, amount, participant, and outcomes.
Monitor available supportive services funding and flag any capacity or allocation concerns to program leadership in advance.
Maintain complete and up-to-date participant records in Salesforce, including intake data, ISP notes, communication and service logs, touchpoint summaries, and outcome milestones.
Generate regular reports on key program metrics including retention rates, service utilization, workshop attendance, and stakeholder engagement—supporting grant reporting and internal evaluation.
Identify and surface patterns in participant needs and barriers to inform program improvements and future pilot design.
Participate in internal team debriefs and contribute to continuous quality improvement processes.
Serve as a consistent, trusted point of contact for all apprentices throughout their participation in the program.
Build genuine, professional relationships with participants grounded in respect, empowerment, and accountability.
Develop and facilitate monthly peer support groups and educational workshops (curriculum development, scheduling, materials, presenter coordination, participant outreach, follow-up).
Support participant recruitment by assisting with outreach, orientation, and onboarding activities in coordination with the Manager of Workforce Programs.
Serve as the primary day-to-day liaison between Everybody Builds and program partners, including trade unions, apprenticeship programs, contractors, and employers.
Attend and help coordinate monthly trade-specific check-ins, bringing participant progress updates and flagging emerging barriers or needs—while maintaining appropriate confidentiality.
Attend and contribute to quarterly collaborative working group meetings alongside union business agents, contractor representatives, and community partners.
Maintain proactive, professional communication with external stakeholders, ensuring partners remain informed, engaged, and aligned with program goals.
Support the renewal of MOUs, referral agreements, and partner commitments as needed.