Participant Success Advisor

Responsibilities

• Acts as “host” for the Opportunity Center creating a warm and welcoming environment for participants and all visitors.
• Acts as staff to the “Participant Success Center” answering calls, assisting participants and routing calls as needed.
• Calls program participants to schedule their Welcome Meeting with their Career Advisor and prepare them for participation.
• Liaises with participants to prepare and submit support service requests aligned with activities in a participant’s Career Plan.
• Collects needed documentation in support of requests.
• Communicates daily with funders.
• Shows significant attention to detail, ensuring accuracy of submissions in a tight turnaround.
• Runs reports in FedcapCARES and uses data to plan daily tasks.
• Conducts phone calls and sends out reminders via regular mail and text messaging to participants about their scheduled appointments and activities.
• Determines if a reasonable circumstance exists for participants who have been absent.
• Documents all contact with participants in the case management system in well-written, concise case notes.
• Responds to immediate requests via email and portal chat feature, by answering questions regarding program requirements as well as documenting and addressing participant concerns.
• Conducts daily case audits to ensure program and eligibility requirements are met.
• Promotes Fedcap Inc. Positively at every opportunity with participants, coworkers, and external stakeholders, understanding and articulating the full services and benefits we offer to customers.

Qualifications

• A high school diploma, GED or equivalent education AND 2 years experience in front-facing, customer service, reception, front desk, office assistant, clerical or office-based human services role.
• A valid driver’s license and reliable transportation.
• A demonstrated track record for providing exceptional customer service.

About the role

Fedcap Families, a member of The Fedcap Group, seeks a mission-driven individual to become a Participant Success Advisor in Rockland, ME. This person will act as a front-line resource for participants as they navigate service with Fedcap and take steps towards greater self-sufficiency.