Client Success Coach in Columbus, Ohio at Godman Guild Association

Job Summary:

The Client Success Coach – Project Connect supports adult learners/STARs referred to as ABAWD participants by providing client engagement, barrier reduction, resource navigation, and ongoing case management throughout their Project Connect journey. This position helps participants understand program expectations, navigate benefits and required documentation, access supportive resources, and remain compliant with federal SNAP work requirements while progressing toward job readiness, vocational education, host-site placement, or employment opportunities. The Client Success Coach collaborates closely with the Project Connect Program Manager, Career Advancement Coach, Business Solutions Manager, and shared service teams to ensure a coordinated, participant-centered experience that promotes self-sufficiency and economic mobility.

Responsibilities:

Client Engagement, Case Management & Barrier Reduction

• Identify, engage, and communicate with adult participants throughout their enrollment and participation in Project Connect.
• Conduct barrier assessments and follow-up conversations to understand individual needs, strengths, and obstacles to participation.
• Provide ongoing case management and support, helping participants address barriers such as transportation, documentation, digital access, scheduling conflicts, childcare, and other basic needs.
• Offer clear, accessible explanations of program expectations, required hours, attendance, and next steps, reinforcing accountability and self-efficacy.
• Maintain strengths-based, trauma-informed, and culturally responsive relationships with participants while upholding professional boundaries.

Supportive Services, Compliance & Coordination

• Track and distribute supportive services such as bus passes, vouchers, and referrals in alignment with program guidelines and funder requirements.
• Monitor participant engagement and attendance, promptly communicating concerns about non-compliance, disengagement, or risk to the Project Connect Program Manager.
• Collaborate with the Career Advancement Coach, Business Solutions Manager, adult education staff, and host sites to support participant progression to Career Bridges, vocational education, work experience, or employment.
• Assist participants with benefits navigation and preparation for orientation and background check requirements, referring to County case managers and legal resources when appropriate.
• Participate in weekly or routine check-ins with participants to build rapport, reinforce progress, and support completion of Job Readiness and Project Connect assignments.

Documentation, Data & Continuous Improvement

• Maintain accurate, timely case notes and participant records in approved systems, including contact attempts, barrier assessments, referrals, and outcomes.
• Support data collection and reporting by submitting required documentation to the Project Connect Program Manager and Sr. Director of Data and Analytics as requested.
• Use data and participant feedback to identify trends, barriers, and opportunities to strengthen the participant experience and program design.
• Participate in team meetings, case reviews, and training sessions to align practice with program standards and evolving requirements.
• Maintain compliance with Godman Guild guidelines, policies, procedures, and applicable federal, state, and county requirements related to ABAWD programming.

Core Values:

• Empathy: We meet people where they are, without judgment.
• Equity: We understand that different people will need different supports to succeed.
• Impact: Our programs empower participants to be the best versions of themselves.
• Readiness: Our organization pivots to meet community needs, and our participants are prepared for work.
• Accountability: We hold ourselves to the same high standards as our participants do.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit, stand, walk, bend, and move between office, classroom, and community settings on a regular basis.
• Ability to lift and carry up to 25 pounds (e.g., files, materials, supplies).
• Ability to multitask and prioritize with competing deadlines in a dynamic environment.
• Ability to work independently and as part of a team, including occasional remote work when required.
• Ability to maintain professional relationships with participants, partners, and staff while upholding confidentiality and boundaries.
• Access to a working phone or cell phone and reliable internet connection when remote work is required.
• Some evening, weekend, and non-traditional working hours may be required to meet participant and program needs.

This job description is not designed to cover or contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.

Qualifications:

• Associate degree or bachelor's degree in social work, human services, workforce development, education, counseling, or a related field preferred.
• At least 2 years of experience in case management, client services, workforce development, or related human services roles required.
• Experience working with adults receiving public benefits, ABAWD participants, or individuals facing barriers to employment strongly preferred.
• Demonstrated ability to build trust, motivate participants, and communicate expectations clearly and respectfully.
• Proficiency with Microsoft Office and participant tracking or case management systems.
• Strong organizational skills, attention to detail, and ability to manage multiple participants and tasks simultaneously.
• Ability to work effectively with diverse populations and to practice cultural humility and trauma-informed approaches.
• Ability to speak languages in addition to English (such as Spanish, Somali, or Arabic) preferred.
• Ability to pass applicable criminal background checks.
• Valid driver’s license, proof of insurance, and reliable transportation for local travel as needed.