Participant Success Coach

Position Title: Participant Success Coach
Supervisory Responsibilities: None
Budget Responsibilities: EMS Corps Supportive Services Budget
Department: Center for Sustainable Careers
Reports To: EMS Corps Program Manager

Organization Summary:
Civic Works strengthens Baltimores communities for people of all ages through education skills development and community service. Our Center for Sustainable Careers (CSC) expands access to family-sustaining careers for Baltimore residents facing significant barriers to quality employment. CSC supports participants in developing both technical skills and soft skills and earning marketable certifications all while providing wraparound case management and job placement services.

Emergency Medical Systems (EMS) Corps is a cohort-based EMT training and career development program for young adults ages 18-26 designed to launch them into meaningful careers in emergency medical services fire and allied health. EMS Corps is a national model brought to life through local partnerships. Civic Works serves as the Lead Agency in Baltimore partnering with local training institutions employers and community-based organizations to implement the program with fidelity and community rootedness.

Position Overview:

The Participant Success Coach fills a critical role within the program responsible for helping participants successfully navigate training overcome barriers and transition into stable employment and long-term career growth. This position works closely with participants from enrollment through job placement and beyond ensuring they have the individualized support coaching and resources needed to succeed. The Coach also serves as a central point of coordination across instructors program staff case management partners and employers to support participant progress and alignment around participant needs and support strategies.

The Participant Success Coach will work closely with the Program Manager to launch the EMS Corps program in Baltimore. The Coach will help shape the participant experience from the ground up drawing on CSCs established case management practices and adapting them to the EMS Corps model.

We are looking for someone who can build strong relationships support participants with accountability and encouragement and help create a positive participant-centered program culture. Additional responsibilities include workshop facilitation participant documentation and reporting alumni engagement and continuous program improvement efforts.

Primary Responsibilities:

1. Case Management

• Support participants in addressing barriers to success including transportation housing stability financial challenges legal concerns healthcare access while fostering resilience positive social skills and workplace readiness.
• Conduct participant intake assessments and ongoing one-on-one meetings to identify barriers establish goals and develop individualized service and support plans.
• Build and maintain partnerships with community organizations and service providers while connecting participants to internal and external resources and coordinating referrals.
• Drive the continuous improvement and development of the program through the development of our feedback loop with program participants.

1. Job Readiness Coaching

• Provide individualized coaching related to professionalism workplace readiness communication accountability and progress toward program completion and graduation standards.
• Facilitate workshops focused on personal growth life skills workplace readiness leadership and career success.
• Deliver ongoing feedback and support the development of systems and processes related to participant accountability performance improvement and progressive disciplinary practices while ensuring participants receive appropriate guidance and support.

1. Career Services & Job Placement

• Provide individualized strengths based career coaching to participants and graduates including resume development interview preparation networking support and job search strategies.
• Support participants through all stages of the employment process including job applications interview preparation hiring onboarding and retention.
• Connect participants with employment opportunities aligned with their skills interests and career goals.
• Lead active job search sessions for current participants and alumni providing hands-on support with applications outreach and follow-up.
• Provide ongoing retention and career advancement support to graduates through continued coaching career planning and professional development resources.

1. Documentation Data Tracking & Reporting

• Maintain accurate timely and compliant participant documentation including case notes referrals performance tracking employment outcomes and retention milestones in Salesforce and other required systems.
• Track and analyze participant and graduate data - including progress toward graduation standards wages work hours job placement retention and advancement outcomes - to support reporting program evaluation and continuous improvement efforts.

Education and Experience:

• Minimum of 2 years of experience in case management workforce development career coaching youth or adult services employment services or related direct-service roles.
• Experience facilitating workshops trainings or group sessions focused on professional development life skills or employment readiness preferred.
• Experience working with individuals facing barriers to employment including housing instability financial hardship justice involvement transportation barriers or other systemic challenges preferred.
• Strongly Preferred: Experience coaching young adults through workforce or training programs; knowledge of Baltimores community-based organizations public systems and employer landscape relevant to EMS Corps participants; and experience with Salesforce or comparable case management systems. Background in EMS fire service or allied health and bilingual (Spanish) skills are a plus.

Skills and Abilities:

• Ability to establish and maintain effective coaching and supportive relationships with program participants and diverse stakeholders including employers colleagues and community partners.
• Strong verbal and written communication skills including the ability to facilitate group discussions deliver constructive feedback and communicate professionally across audiences.
• Excellent organizational and time management skills with the ability to manage multiple priorities work independently and meet deadlines in fast-paced environments.
• Strong problem-solving critical thinking and conflict resolution skills with the ability to navigate sensitive situations using sound judgment discretion and confidentiality.
• Ability to balance accountability and empathy while supporting participant growth workplace readiness and successful employment outcomes.
• Ability to prepare accurate documentation maintain confidential information and complete reliable reports in compliance with program requirements.
• Valid drivers license preferred for travel to offsite training locations employer sites and participant activities as needed.

Work Environment & Physical Demands:

• In-Person Work Policy - This is a fully in-person position that operates across multiple locations primarily between East Baltimore Downtown Baltimore and Catonsville. The role also includes occasional off-site travel for meetings with partners and stakeholders.
• The standard work schedule for this position is Monday-Friday approximately 7:30 am to 3:30 pm. To ensure staff coverage during instructional hours some days may extend to 9 hours with the opportunity to work shorter hours on other days to maintain a 40-hour workweek.