Engagement and Retention Specialist

Polycultural Immigrant & Community Services; Toronto; On-site; CAD 52,000 - 72,000; Full time

Job summary

Polycultural Immigrant and Community Services in Toronto is seeking an Engagement and Retention Specialist to support clients in securing and retaining employment within the Employment Ontario framework. You will engage with clients, deliver coaching, and facilitate workshops to promote long-term employment success.

Based at our Scarborough office, you will build strong relationships with clients and employers, collect outcomes data, and contribute to program targets while upholding privacy and

Qualifications

• Post-secondary degree or diploma in Social Services, Career Development, Human Resources, Psychology, or related field.
• Minimum of two years of experience in employment services, career counselling, workforce development, or client retention.
• Experience in a target-driven, performance-based environment.
• Experience facilitating workshops or group training is a strong asset.
• Familiarity with Employment Ontario programs (e.g., FFAI) is preferred.

Responsibilities

• Engage clients to support their retention and successful employment outcomes.
• Conduct outreach via phone, email, and virtual meetings to verify outcomes and collect required information.
• Provide coaching, problem-solving, and motivational strategies to address barriers to employment.
• Build and maintain relationships with clients during their first 12 months of employment.
• Conduct worksite visits to support client and employer relationships and program success.
• Ensure data integrity and regulatory compliance in CRM and reporting systems.

Skills

Empathy

Communication

Relationship building

Coaching

Workshop facilitation

Data collection

Retention focus

Education

Post-secondary degree or diploma in Social Services or related field

Experience with Employment Ontario programs (preferred)

Tools

Microsoft Office Suite

CRM systems (FFAI)

MS Teams

Job description

All applications are reviewed by our hiring team. We do not use AI in the screening or selection process.

We advise all applicants with work permits that obtaining employment with Polycultural will not guarantee the approval of any application for Permanent Resident status and emphasize that Polycultural’s positions do not currently qualify under the government’s Ontario Immigrant Nominee Program (OINP) or Labour Market Impact Assessment (LMIA) initiatives.

About Polycultural

Be a part of Polycultural Immigrant and Community services! Founded in 1993, Polycultural is dedicated to hosting an open and inclusive environment for all. We are a multicultural melting-pot perfectly reflecting Canada’s diversity. We are like a family, have a culture filled with care and genuine connection with a very inclusive environment for all. With a diverse range of programs and services, we help individuals and families build a brighter future in Canada. Serving clients from over eight different locations across the GTA and Orangeville in more than 20 languages.

Scope

Reporting to the Program Manager, the Engagement and Retention Specialist plays a pivotal role in helping clients secure, sustain, and succeed in employment through ongoing engagement, support, and retention services.

Operating within the Employment Ontario framework, you will be responsible for a dual mandate: proactively engaging with clients to gather and validate key employment outcome data while providing the coaching, encouragement, and workshop facilitation needed to support long-term employment success. In addition, you will play a pivotal role in advancing our employer engagement strategy by building and maintaining strong relationships with hiring partners and positioning our organization as a trusted workforce resource. Success in this role requires empathy, exceptional communication and facilitation skills, and a proactive, results-oriented approach to achieving performance-based funding and service delivery targets.

In-person services must be delivered at our Scarborough (Midland Ave) office location. Hours are 8:30 am to 5:00 pm Monday through Friday, excluding statutory holidays.

Responsibilities

Client Engagement & Retention

• Retention Milestones: Maintain and manage a caseload of placed clients, completing proactive follow-ups at 1-, 3-, 6-, and 12-month intervals to track employment outcomes, support retention efforts, and secure documentation required for funder compliance and performance reporting.
• Data Collection: Conduct client outreach via phone, email, and virtual meeting platforms to verify employment outcomes, collect required information, and maintain accurate records within the CRM system (e.g., FFAI) to support reporting and compliance requirements.
• Proactive Intervention: Identify potential barriers to employment retention, such as workplace conflicts or job dissatisfaction, and implement timely interventions, coaching, and problem-solving strategies to support continued employment and career growth.
• Relationship Building: Foster positive, supportive relationships with clients during their first 12 months of employment, providing consistent guidance, advocacy, and resources to support successful job retention.
• Client/Employer Support: Conduct worksite visits, where appropriate, to build and maintain strong relationships with clients and employers, provide timely support, and advance employment retention and program success.

Workshop Facilitation & Client Motivation

• Workshop Delivery: Design and facilitate engaging workshops on job retention, workplace success, effective communication, career advancement, and other employment-related topics to support long-term client success.
• Motivating Demotivated Clients: Apply motivational interviewing techniques and client-centered engagement strategies to reconnect with disengaged clients, strengthen commitment to employment goals, and support successful retention outcomes.

Employer Engagement

• Relationship Management: Maintain regular communication with employers to build and strengthen relationships, support their workforce needs, and promote ongoing hiring opportunities.
• Employer Feedback & Continuous Improvement: Collect and analyze employer feedback to strengthen retention practices, enhance service delivery, and inform program development initiatives.
• Target Achievement: Meet and exceed individual performance targets related to retention checkpoints, client engagement, and employer satisfaction, contributing to the organization’s Performance-Based Funding (PBF) and star ratings.
• Confidentiality: Maintain strict confidentiality of client and employer information in accordance with privacy and security protocols and policies.

Administration & Compliance

• Data Integrity: Document all client and employer activities accurately and comprehensively within designated systems, ensuring data accuracy, regulatory compliance, and ongoing audit readiness.
• Target Achievement: Meet or exceed established performance metrics for retention milestones, client engagement, and employer satisfaction, supporting the organization's Performance-Based Funding (PBF) outcomes and service excellence goals.
• Confidentiality: Handle all client and employer information with the highest level of discretion, adhering to privacy, confidentiality, and information security policies and procedures.

Performs other relevant duties as assigned.

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish stated objectives.

Demonstrates eagerness to acquire necessary technical knowledge, skills, and judgment to accomplish a result or to serve clients’ needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform job more effectively.

Organizational Understanding

Understands agendas and perspectives of others, recognizing and effectively balancing the interests and needs of one's own group with those of the broader organization.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information, and plans and organizes time and resources efficiently.

Self-Management

The ability to effectively and responsibly manage your own actions, wellbeing and time to achieve organizational goals, self-improvement, and personal growth. To maintain an effective work/life balance in response to a stressful, challenging, and dynamic work environment.

Communications

Using a variety of communication styles and strategies to foster open communications, the exchange of information, and discussion on an ongoing basis.

Problem Solving

Builds a logical approach to address problems or opportunities, or manages the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Initiative

Does more than is required or expected in the job; displays original thinking and creativity; demonstrates resourcefulness to enhance services and program delivery, independently seeks increased job responsibilities, identifies potential problems or shortcomings, and offers constructive solutions to advance the quality of services within the agency.

Qualifications

• Post-secondary degree or diploma in Social Services, Career Development, Human Resources, Psychology, or a related field (or equivalent combination of education and experience).
• Minimum of two (2) years of experience in employment services, career counselling, workforce development, case management, or client retention, with proven success in supporting positive employment outcomes and client engagement.
• Proven experience in a target-driven, performance-based environment.
• Experience facilitating workshops and/or group training sessions is a strong asset.
• Experience with Employment Ontario programs, including knowledge of FFAI, is preferred.
• Demonstrated experience in employer engagement and retention activities, including building partnerships, addressing workplace concerns, and supporting successful employment outcomes.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and MS Teams).
• Strong emotional intelligence with a demonstrated ability to engage, support, and connect with clients in a respectful, empathetic, and client‑centered manner, regardless of their circumstances or barriers.
• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Reliable transportation and the ability to travel occasionally to employer locations as required to support service delivery and program objectives.

Other requirements

• A satisfactory Vulnerable Sector Police Check (completed when an offer is made)
• Occasional evening / weekend work may be required.

Important Notice to Job Applicants

We strongly advise all applicants to apply for positions only through official and verified channels. Please ensure you are using legitimate links—either from our official website or trusted job platforms. Avoid third-party links or unsolicited messages, and never share personal or financial information outside of secure, authorized application portals.

We thank everyone for their interest in Polycultural; however, only those selected for an interview will be contacted.

Polycultural Immigrant & Community Services hires on the basis of merit and is committed to employment equity.