Member Success Coach

State of Maryland; Annapolis, Northern (MD, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Full health benefits

Hybrid telework

Job summary

State of Maryland seeks a Service Success Coach to supervise the progress of program members during a 9‑month cycle. You will conduct regular check‑ins, analyze data, and connect members with development resources, while maintaining confidentiality and coordinating with staff.

You’ll support trainings and events, assist with transportation, and ensure member engagement through active listening and empathetic guidance. This role blends administrative duties with frontline mentorship.

Qualifications

• High school diploma or GED required.
• 1 year of experience in workforce development, education, case management, mentoring, or youth development preferred.
• 1 year of experience collecting and reporting program performance data preferred.

Responsibilities

• Conduct regular check-ins with program members via text, phone, virtual meetings, and in-person visits.
• Track and analyze member data and progress indicators.
• Connect members with professional development resources per their plan.
• Maintain confidential records and share information only with designated staff.
• Coordinate with internal staff and leadership to support member success strategies.
• Provide onsite support during trainings, workshops, and events.

Skills

Data collection

Progress reporting

Interpersonal skills

Mentoring

Education

High school diploma or GED

Job description

Introduction

DSCI is building a driven team dedicated to service as a method for connection and growth. The collaborative, high-performing culture allows us to achieve ambitious goals together. DSCI offers a flexible work schedule, hybrid telework, and a competitive salary.

This recruitment is seeking to fill several positions. These positions offer full health benefits.

Agency Mission

'Whether they're preparing our state for climate change, tutoring our students, or caring for the sick, young people should have the option to perform important service today and build a foundation for our shared future. This is the first effort of its kind in the nation, and Maryland will lead the way.'

– Governor Wes Moore announcing the Service Year Option

The Department of Service and Civic Innovation was established by the Serving Every Region Through Vocational Exploration (SERVE) Act of 2023 with the purpose of promoting service and volunteerism in the state of Maryland. The SERVE Act also launched two new exciting service pathways for eligible youth and adults, in addition to existing volunteer and service opportunities available through the Governor's Office on Service and Volunteerism (GOSV).

GRADE

STD0015

LOCATION OF POSITION

45 Calvert Street Annapolis, MD 21401

Main Purpose of Job

The main purpose of the job is to serve as a dedicated and compassionate guide responsible for overseeing the progress and development of program members throughout the 9-month program period (September to June). The role involves a substantial amount of fieldwork and mentorship, primarily conducted through regular check-ins with program Members via text, phone calls, and in-person visits. Maintaining strict confidentiality, the incumbent shares member information only with relevant Department of Service and Civic Innovation (DSCI) personnel or colleagues, prioritizing privacy and trust. Administrative work is a critical role for the advancement of the program. A crucial aspect of the role is to foster an environment where program members feel comfortable expressing themselves, aided by active listening and open communication. By utilizing adept questioning techniques, the Service Success Coach stimulates members'intellectual and emotional exploration, enabling them to independently arrive at decisions and perspectives. Building authentic connections founded on empathy and support, the field worker aims to facilitate personal and professional growth by linking members with suitable professional development resources aligned with their Member Achievement and Transition Plan. Striking a balance between professional guidance and compassionate assistance, the Service Success Coach acknowledges the holistic journey of participants, including their mental, emotional, and professional experiences before, during, and after their service. This support may include facilitating meetings, providing support resources, assisting with presentations, and planning transportation with members This role seeks to engender a sense of genuine engagement, with the ultimate aspiration of guiding members towards successful program completion.

POSITION DUTIES

The duties of this position include, but are not limited to:

• Conduct regular check-ins with assigned program members through text, phone, virtual meetings, and in-person visits to monitor progress, provide guidance, and ensure engagement throughout the 9-month program cycle.
• Track, collect, and analyze member data, including assessments, surveys, and progress indicators; prepare clear summaries or recommendations to improve program operations and member outcomes.
• Connect members with appropriate professional development and support resources, aligning opportunities with each member’s Member Achievement and Transition Plan.
• Maintain accurate, confidential records and documentation related to member interactions, progress, challenges, and support referrals, sharing information only with designated DSCI staff.
• Coordinate with internal staff and leadership, including supervisors and program directors, to report concerns, exchange information, recommend improvements, and support member success strategies.
• Provide onsite support during trainings, workshops, and events, ensuring member participation, responding to needs in real time, and assisting with logistics such as transportation or attendance tracking.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Three years of administrative staff or professional work.

Notes

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

• 1 year of experience supporting or coaching individuals in workforce development, education, case management, mentoring, or youth development settings.
• 1 year of experience collecting, interpreting and reporting data related to program performance, participant progress or operational improvement.
• 1 year of experience working with diverse populations and demonstrating strong interpersonal, conflict resolution and communication skills. This experience must have been requiring direct client or participant engagement.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SPECIAL REQUIREMENTS

Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BARGAINING UNIT STATUS

These positions are covered under a bargaining unit.

BENEFITS

STATE OF MARYLAND BENEFITS