Service Success Coach

Introduction This•Anne Arundel, MD

9d•Hybrid

About The Position

The main purpose of the job is to serve as a dedicated and compassionate guide responsible for overseeing the progress and development of program members throughout the 9-month program period (September to June). The role involves a substantial amount of fieldwork and mentorship, primarily conducted through regular check-ins with program Members via text, phone calls, and in-person visits. Maintaining strict confidentiality, the incumbent shares member information only with relevant Department of Service and Civic Innovation (DSCI) personnel or colleagues, prioritizing privacy and trust. Administrative work is a critical role for the advancement of the program. A crucial aspect of the role is to foster an environment where program members feel comfortable expressing themselves, aided by active listening and open communication. By utilizing adept questioning techniques, the Service Success Coach stimulates members' intellectual and emotional exploration, enabling them to independently arrive at decisions and perspectives. Building authentic connections founded on empathy and support, the field worker aims to facilitate personal and professional growth by linking members with suitable professional development resources aligned with their Member Achievement and Transition Plan. Striking a balance between professional guidance and compassionate assistance, 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 This role seeks to engender a sense of genuine engagement, with the ultimate aspiration of guiding 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 in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Nice To Haves

At least 2 years experience supporting or coaching individuals in workforce development, education, case management, mentoring, or youth development settings.
At least 1 year experience collecting, interpreting, and reporting data related to program performance, participant progress, or operational improvement.
At least 2 years 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.

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.