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 Baltimore's 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 CSC's 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:

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.

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.

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.

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,…