Retention Specialist

AGAPE CHILD AND FAMILY SERVICES INC•Memphis, TN

2d•$45,000 - $49,000•Onsite

About The Position

The TeamWorks Retention Specialist provides follow-up and retention services to Out-of-School Youth participants who have exited WIOA Title I-funded programming. The role supports participants in sustaining unsubsidized employment, post-secondary education enrollment, or registered apprenticeship placement for at least 12 months following program exit. The specialist works with program staff, employers, educational partners, and community resources to address barriers, administer supportive services and incentives, and document post-exit outcomes. The role includes regular participant check-ins, re-engagement and crisis response; identifying barriers and connecting participants with resources; processing and tracking supportive services and milestone incentives; and coaching participants on career and education goals. The specialist also serves as a liaison to employers and educators, maintains accurate case notes and outcome data in VOS and other systems, and ensures follow-up and service documentation comply with WIOA regulations, grant requirements, and local confidentiality policies. The position supports Agape’s Performance Quality and Improvement standards and may assist with audits or monitoring. Success is assessed through program indicators including participant retention, median earnings, credential attainment, accurate and timely voucher processing, and sustained participant engagement. The role requires reliable transportation, a valid driver’s license and insurance, and flexibility for evening and weekend activities as needed. Physical requirements include extended periods sitting and working at a computer, walking, standing, and climbing stairs at program sites and events, and lifting up to 20 pounds. The position reflects Agape’s VOICES values: Valuing Others, Openness, Interconnected, Communication, Empathy, and Seeking to Glorify God. Agape leadership may modify duties to meet organizational needs.

Requirements

Associate’s degree required; an equivalent combination of education and relevant experience is also accepted.
At least 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 incentive awards.
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 and time-management skills to meet strict reporting deadlines and manage multiple priorities.
Reliable transportation, a valid driver’s license, and insurance.
Flexibility for evening and weekend activities as needed.

Nice To Haves

Bachelor’s degree in social services, human services, business administration, or a related field.
Experience with WIOA-funded or other grant-funded workforce development programs.
Experience with CaseWorthy, Jobs4TN – Virtual One Stop (VOS), Smartsheet, or similar case management systems.
Experience supporting compliance, audits, or performance improvement efforts.

Responsibilities

Conduct regular mandated follow-up contacts with former participants by text, phone, or letter, including weekly or monthly check-ins during the first 90 days after exit and quarterly contacts thereafter for a year.
Engage unemployed former participants in job search activities and re-establish contact with non-responsive individuals.
Respond to participant needs and crises during the post-exit period and provide guidance and appropriate referrals.
Identify barriers to retention, including transportation, childcare, housing, and healthcare needs, and refer participants to internal or external resources.
Assess ongoing participant needs and process supportive-service requests, including transportation vouchers, uniforms, and work tools.
Maintain detailed records of supportive-service expenditures in the VOS case management system to support internal controls and prevent duplication of services.
Manage the completion, documentation, and distribution of incentive gift cards for participant milestones.
Track participant progress toward milestone-based incentives and ensure accurate, timely processing and payout.
Serve as a resource to employers and educators to identify and address post-placement issues that could lead to job loss or training dropout.
Provide career and education coaching, including long-term career planning, support toward educational goals, and assistance with promotions or additional placements as needed.
Maintain accurate case notes and enter employment status, wages, credentials, and other post-program outcomes into VOS and other required systems within established timeframes.
Ensure follow-up contacts and supportive-service distribution comply with WIOA regulations, grant requirements, and local policies on personally identifiable and confidential information.
Align retention practices with Agape’s Performance Quality and Improvement standards and assist with audits or monitoring as needed.
Participate actively in Agape’s Performance Quality and Improvement standards of quality and excellence.