Participant Success Advisor

Job Description

• Earn a minimum $20.20/hour+ (starting) pay in this amazing role where you will be helping people in a unique way to improve their economic stability and that of their family!
• Hours are full-time, during the office hours of Monday
  - Friday, 8:00am - 4:30pm.
• Fedcap Families offers all full-time employees a comprehensive benefits package, as well as on the job training and professional development initiatives.

Fedcap Families, amember of The Fedcap Group, is looking for a mission-driven individual to become a Participant Success Advisor in Augusta, ME
. This person willact as front-line resource for participants as they navigate service with Fedcap and take steps towards greater self-sufficiency.

• Earn a minimum $20.20/hour+ (starting) pay in this amazing role where you will be helping people in a unique way to improve their economic stability and that of their family!
• Hours are full-time, during the office hours of Monday
  - Friday, 8:00am - 4:30pm.
• Fedcap Families offers all full-time employees a comprehensive benefits package, as well as on the job training and professional development initiatives.

The Participant Success Advisor (PSA) serves as a welcoming first point of contact, supporting participants with care, respect, and responsiveness while guiding them through program services. The PSA supports participant success not only through accurate and timely service-delivery, but by creating a warm and personalized experience that promotes trust and emotional safety. Through advanced preparation, greeting participants by name, and engaging with awareness of individual circumstances and trauma-informed care, the PSA helps to encourage meaningful connection, confidence, and continued engagement through the Success Center (helpline), Live Chat, and in-person.

As part of a collaborative operations team, the PSA supports both centralized call-center functions and on-site administrative needs that contribute to a positive participant experience. Working within established service protocols, the PSA engages participants through inbound and outbound communications, schedules appointments, responds to questions, verifies information, and ensures timely and accurate documentation. This role requires the ability to adapt to changing priorities in a fast-paced environment while also ensuring prioritization of and sensitivity to unique participant needs.

The PSA emphasizes clear communication, active listening, and adaptability to ensure participants feel informed, supported, and valued in every interaction.

• Serve as a welcoming first point of contact, ensuring all participants and visitors are greeted, checked in, and supported upon arrival.
• Cultivate a warm and uplifting environment by building trust and connection with participants.
• Offer personalized empathetic interactions that foster a sense of safety and belonging, supporting participant engagement and well-being.
• Act as a role model within the Success Center, helping to uplift not only participants but also peers, by maintaining a calm, solution-focused mindset and encouraging a culture of mutual respect, teamwork, and continuous improvement.
• Demonstrate strong, adaptable communication skills by collaborating with teams across multiple locations and roles statewide.
• Effectively tailor communication style and approach to meet the needs of participants, peers, and leadership while ensuring accurate information sharing that supports coordinated service delivery.
• Respond promptly and thoughtfully to participant inquiries via phone, email, chat, and in person, helping participants feel heard, informed, and respected.
• Support daily operations of the…