Families Forward, a member of The Fedcap Group, is looking for a mission-driven individual to become a Participant Success Advisor! Also referred to as Administrative Assistant, this person will act as front-line resource for participants as they navigate service with Fedcap and take steps towards greater self-sufficiency. Apply today to be contacted by a member of our recruiting team!

JOB SUMMARY

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.

ESSENTIAL FUNCTIONS

• 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.

• Upholds all agency policies and expectations in performing their job.

• Demonstrate drive to deliver performance in line with key performance indicators and performance targets.

• Actively role models our Fedcap values throughout all aspects of their work and interactions with others.

• Quality is the responsibility of all Fedcap Inc. staff members and must be reflected in all interactions and documentation with participants and stakeholders.

• Performing other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

NOTE: The employer reserves the right to change or assign other duties to this position.

QUALIFICATIONS

Job qualifications are stated in the Essential Functions of the job description. An employee must be able to accomplish the Essential Functions to be competent in the job. Other special requirements are noted below.

Required Education and Job Experience

• High school diploma, GED, or equivalent education and/or 2 years- experience.

• Demonstrated track record for providing exceptional customer service.

Work Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

• Hours of work and days are typically, Monday through Friday, 8:00 a.m. to 5:00 p.m.

• Occasional evening and weekend work may be required as job duties demand.

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity, M/F/D/V.