Retention Specialist

AGAPE CHILD AND FAMILY SERVICES INC • Memphis, TN

5d • Onsite

About The Position

The TeamWorks Retention Specialist provides professional follow-up and retention services to Out-of-School Youth (OSY) participants who have exited WIOA Title I–funded programming. The primary goal of this role is to support participants in sustaining unsubsidized employment, post-secondary education enrollment, or registered apprenticeship placement for a minimum of 12 months following program exit. Aligned with Agape’s mission, this role helps ensure that participants who have transitioned out of TeamWorks continue to experience hope-centered support, stability, and forward momentum toward long-term self-sufficiency. The Retention Specialist works collaboratively with program staff, employers, educational partners, and community resources to remove barriers, administer supportive services and incentives, and maintain accurate documentation of post-exit outcomes.

Requirements

• Associate’s degree required
• Minimum of one year of experience in customer service, administrative data entry, or providing support services specifically to youth populations.
• Strong written and verbal communication skills for diverse audiences.
• Basic understanding of budgeting and voucher processing to assist youth in managing their incentive awards.
• Demonstrated proficiency in Microsoft Office 365 applications, including Outlook, Teams, Excel, Word, and PowerPoint.
• Experience working with case management, data, or client information systems.
• Exceptional organizational skills and time management to meet strict reporting deadlines and manage multiple priorities.
• Reliable transportation, a valid driver’s license and insurance
• Flexibility for evenings and weekend activities as needed

Nice To Haves

• Bachelor’s degree in social services, human services, business administration or a related field preferred, or an equivalent combination of education and relevant experience.
• Experience with WIOA-funded or other grant-funded workforce development programs.
• Experience with platforms such as CaseWorthy, Jobs4TN – Virtual One Stop (VOS), Smartsheet, or similar case management systems.
• Experience supporting compliance, audits, or performance improvement efforts.
• Active participation in Agape’s Performance Quality and Improvement (PQI) standards of quality & excellence.

Responsibilities

• Conduct regular, mandated contacts with former participants via text, phone, or letter to monitor progress and offer support, including weekly or monthly check-ins during the first 90 days after exit and quarterly contacts thereafter for a full year.
• Engage unemployed former participants in job search activities and help re-establish contact with non-responsive individuals.
• Respond appropriately to participant needs and crises that arise during the post-exit period, providing guidance and appropriate referrals.
• Identify ongoing barriers to retention—such as transportation, childcare, housing, or healthcare needs—and provide immediate referrals to internal or external resources.
• Assess ongoing participant needs and process requests for supportive services, including transportation vouchers (gift cards), uniforms, and work tools, to remove financial barriers to maintaining employment or education.
• Maintain detailed records of all supportive service expenditures within the VOS case management system to ensure internal controls and prevent duplication of services.
• Manage the timely completion, documentation, and distribution of incentive gift cards awarded to participants for reaching key milestones, such as obtaining a GED, completing educational training, or securing employment.
• Track participant progress toward milestone-based incentives to ensure accurate and timely processing and payout.
• Serve as a resource to identify and address issues that arise for participants, employers, and educators in post-placement settings to prevent job loss or training dropout.
• Counsel youth in long-term career planning and help them realize their educational goals, including assistance with promotions or additional placements as needed.
• Maintain accurate case notes and enter post-program outcomes (employment status, wages, and credentials) into VOS and other required systems within established timeframes.
• Ensure all activities and documentation pertaining to follow-up contacts and supportive service distribution comply with WIOA regulations, grant requirements, and local policies regarding personally identifiable and confidential information.
• Support alignment of retention practices with Agape’s Performance Quality and Improvement (PQI) standards, and assist with related audits or monitoring as needed.

Benefits

• Supportive services, including transportation vouchers (gift cards), uniforms, and work tools
• Incentive gift cards awarded to participants for reaching key milestones

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree