Retention Specialist (Youth Pathways) - Goodwill Industries NYNJ : Job Details

Position Title: Retention Specialist (Youth Pathways)

Location: 25 Elm Place, Brooklyn

Reports To: Youth Pathways Program Director

Cost Center: Workforce Development

General Purpose:

The Retention Specialist is responsible for the employment and milestone verification of all Youth Pathways participants (youth ages 18 to 24 who receive public assistance) once they secure employment. Working closely with the Youth Pathways Job Developer, the Retention Specialist provides regular post-placement intervention, coaching, and support services to employed participants for maximum job retention. The ideal candidate enjoys “smiling and dialing,” conducting constant outreach and follow-up by phone, text, email, and in person. Must maintain the highest standard of confidentiality, personal conduct, and integrity while working with our clientele and relating to other staff members, employers, and agencies.

Essential Functions:

Retention is a vital function for Youth Pathways. Once participants secure employment, the Retention Specialist engages with them for the first full year of their employment. The milestones that the Retention Specialist reports—Employment Placement, 30-Day Retention, 180 Days of Employment, and 365 Days of Employment—are important metrics that Youth Pathways reports to the agency that funds the program, New York City Human Resource Administration (HRA).

PRE-EMPLOYMENT PARTICIPANTS

• Conduct bi-weekly informational meetings on post-employment requirements, regulations, and incentives for new participants.
• During participants' job search, develop relationships and build trust with them so they will continue to communicate after they secure employment.

ONCE PARTICIPANTS SECURE EMPLOYMENT

• Complete and review employment placement (FIA3A) and corresponding documents in HRA's SEAMS system and Goodwill's Salesforce CRM system.
• Create and review assessment and personal budget with participant.
• Assist with post-employment resume revision.

RETENTION SERVICES

• Assess participant case status in SEAMSto determine eligibility for post-employment services.
• Maintain accurate and updated case notes on services delivered and provide attendance for engagement when required.
• Obtain necessary documentation from participant and/or employer for billing purposes.
• Provide supportive counseling and guidance services to participants in retention when they encounter challenges on the job.
• Assess and address employment barriers or post-employment issues, connecting participants to resources as needed.
• Participate in bi-weekly conference on participant's employment status and/or status of participant's employment verification.
• Should a participant not retain employment, notify Job Developer o f participant's employment status and assist participant in obtaining post-initial employment.
• Responsible for the security, tracking, and distribution of metro cards and incentive gift cards provided to participants in retention, ensuring accuracy of all logs and distribution records.
• Must be flexible to work two evenings per week and every second Saturday of the month for employed participants who cannot come to Goodwill during regular hours.
• Adhere to Goodwill organizational and staff policies and procedures.
• Submit weekly report to Director with updates on case notes and clients serviced, upcoming milestones, and clients who may have disengaged.

Other regular responsibilities: May include but not limited to

• Conduct regular outreach to participants who have been referred to Youth Pathways to alert them to their HRA-mandated appointments and schedule them for services.
• Submit daily, weekly, and monthly reports as assigned (EMR report, Daily Front Desk list, etc.).
• Provide back-up to Orientation and Intake Specialist, delivering orientation and distributing metro cards to participants when needed.
• Assist AVP of Workforce and Director of Youth Pathways in collecting files and data for audits.

(Other duties and assignments as may be assigned at the sole discretion of the employer.)

Qualifications/Basic Job Requirements:

• Associate's degree or higher preferred; High School diploma or GED with two years post high school education required.
• Ability to establish rapport, build trust, empower, and provide occupational guidance to youth.
• Experience with Microsoft 365 required; prior experience with NYCWAY/SEAMS, Salesforce or other CRM or case management systems a plus, but not required.
• Organized, capable of managing multiple tasks, and able to work in a fast-paced environment.
• Key knowledge, skills, and abilities include:
  • Superior oral and written communication skills
  • Proven ability to work with diverse populations
  • Exceptional interpersonal skills, including active and reflective listening, motivational interviewing, authentic communication, and conflict resolution
  • Highly effective problem-solving and follow up skills
  • Record-keeping, case noting, HIPAA compliance, and maintaining confidentiality
• Must be flexible regarding hours and able to respond to the changing needs of the program.