Participant Success Advisor

Fedcap Families, a member of The Fedcap Group, is seeking a mission-driven Participant Success Advisor in Skowhegan, ME to act as a front-line resource for participants navigating services and working toward greater self-sufficiency.

Pay

Starting pay of $20.20/hour or more.

Schedule

Full-time, Monday–Friday, 8:00 AM–4:30 PM.

Benefits

• Comprehensive benefits package for full-time employees
• On-the-job training

About the role

The Participant Success Advisor works as part of a fast-paced, tech-savvy, detail-oriented, people-facing team performing a variety of customer service and administrative tasks to support program participants in their journey and achievement of overall contract requirements.

Responsibilities

• Act as “host” for the Opportunity Center, creating a warm and welcoming environment for participants and all visitors
• Act as staff to the “Participant Success Center,” answering calls, assisting participants, and routing calls as needed
• Call program participants to schedule their Welcome Meeting with their Career Advisor and prepare them for participation
• Liaise with participants to prepare and submit support service requests aligned with activities in a participant’s Career Plan; collect needed documentation in support of requests
• Communicate daily with funders
• Ensure accuracy of submissions in a tight turnaround, demonstrating significant attention to detail
• Run reports in FedcapCARES and use data to plan daily tasks
• Conduct phone calls and send reminders via regular mail and text messaging to participants about their scheduled appointments and activities
• Determine if a reasonable circumstance exists for participants who have been absent
• Document all contact with participants in the case management system in well-written, concise case notes
• Respond to immediate requests via email and portal chat feature, answering questions regarding program requirements and addressing participant concerns
• Conduct daily case audits to ensure program and eligibility requirements are met
• Promote Fedcap Inc. positively at every opportunity with participants, coworkers, and external stakeholders, articulating the full services and benefits offered
• Uphold all agency policies and expectations
• Demonstrate drive to deliver performance in line with key performance indicators and performance targets
• Actively role model Fedcap values in all aspects of work and interactions
• Ensure quality in all interactions and documentation with participants and stakeholders

Requirements

• High school diploma, GED, or equivalent education
• Two years of experience in a front-facing role such as customer service, reception, front desk, office assistant, clerical, or office-based human services
• Valid driver’s license and reliable transportation
• Demonstrated track record of providing exceptional customer service

About Us

Fedcap, Inc. makes high-outcome, life-changing, sustainable differences for individuals and families to improve their economic well-being through work. We offer a wide array of programs and services—including case management, work readiness, vocational and employer-based training, job placement, and post-placement supports—to help individuals achieve success in education and employment and become self-sufficient adults. Our team of talented, caring staff are passionate about ensuring every individual served can experience the dignity that comes from a job.