Lead Success Coach - Palmetto Warrior Connection (PWC)

Summary

Founded in 2014, Palmetto Warrior Connection is a workforce development agency, servicing veterans, spouses, & dependents throughout the state of South Carolina. The Lead Success Coach supports and supervises staff and is responsible for a caseload of individual participants. This role ensures that all internal and external program participants are assessed, receive employability skills training, monitoring, evaluations, and services from Palmetto Goodwill, strategic partners, and other community resources consistent with the mission, identified outcomes, and individualized plans that outline a move toward retention of employment, career growth, financial wellness, training opportunities and providing follow-up.

Essential Duties and Responsibilities

• Demonstrates commitment to organizational values of Integrity, Collaboration, Attitude, Respect, and Excellence. (I-CARE Values)
• Provides amazing customer experiences to all internal and external customers. (ACE Values)
• Acts as an ambassador of Palmetto Goodwill and our I-CARE (Integrity, Collaboration, Attitude, Respect, Excellence) values.
• Determine eligibility of veterans and eligible family members for Palmetto Warrior Connection (PWC) program participation in accordance with established guidelines, documentation requirements, and funding criteria.
• Provides case management and various levels of virtual or in-person assistance to veteran program participants while ensuring that all programmatic metrics are met.
• Accurately and confidentially document all client contacts, services, activities, and participant progress by entering data daily into required systems; maintain detailed case notes and complete required case coordination and follow-up in accordance with program and compliance standards.
• Conducts employment needs assessments with PWC program participants to provide desired/required assistance during the job search process. Assistance includes but is not limited to completion and review of job applications, networking with prospective employers, conducting mock interviews, and creating, reviewing, and editing resumes.
• Effectively develops a positive, empowering relationship with PWC program participants through coaching, motivating, and educating.
• Has a working knowledge of current labor market data and helps transitioning military

members, veterans, and/or eligible family members translate military skills into in-demand civilian careers. Maintains a current job listing/database and provides appropriate job leads.

• Completes employment and financial plan that clearly defines participant’s employment and financial goals; gathers input from participants and outlines what steps are required to meet established goals.
• Provides positive reinforcement for desired behavior and promotes social integration, worker socialization, proper communication skills, and positive work attitudes with participants.
• Provides follow-up contacts to job seekers to determine job placement information, ensuring continued employment and sustainability of participants; schedules matrix assessments and follow-ups as required.
• Develops rapid response action plans to assist participants who experience job losses in finding new employment.
• Provides professional and confidential support to individuals from diverse backgrounds ensuring an inclusive and respectful environment for all participants.
• Works collaboratively with veteran community agencies, organizations, departments and programs to achieve program goals.
• Multitasks several assignments at once and prioritize effectively to meet goals and deadlines.
• Establishes and maintains strong relationships with veteran-friendly training providers, employers, and community resource partners to support veterans and their eligible family members in accessing training, education, employment, and supportive services.
• Conducts and participates in hiring events individually or in conjunction with employment partners.
• Conducts and participates in veteran community outreach and veteran community events. Is knowledgeable about local veteran community resources and programs, and offers essential referrals to agencies that support the ongoing development of veteran participants and their eligible family members.
• Coordinates and schedules orientation sessions for new Palmetto Warrior Connection (PWC) program participants.
• Complies with all agency policies, procedures, and safety standards throughout all work areas; maintains same to meet CARF, Department of Labor, and other regulatory standards.
• Performs other job-related tasks and duties as assigned.

Supervisory Responsibilities

Provides leadership, training, development, and supervision of assigned program staff. Responsibilities include hiring and training team members, addressing complaints, and resolving problems. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Qualifications:

Qualifications

• Enthusiasm for the mission of the organization.
• Veteran-focused and dedicated to supporting the unique needs of veterans and their eligible family members, consistently going the extra mile to ensure their success and well-being.
• Superior customer service skills, the ability to handle competing priorities effectively, the ability to

provide positive reinforcement to a wide variety of customers with varying skill levels, and creativity.

• Read and interpret documents, military or veteran eligibility records—such as DD214 and other qualifying documentation, safety regulations, operating and maintenance instructions, and procedure manuals.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Write routine reports and correspondence.
• Speak effectively before groups.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Multi-task effectively, and deal with frequent changes, delays, or unexpected events; be flexible and/or adaptable as work requirements change.
• Meet deadlines and work autonomously.
• Thrive in a dynamic, fast-moving environment.
• Work effectively in a team-based environment.

Must have

• Proficient writing skills, with a focus on correct style, grammar, and content.
• Strong time management skills and project management skills, focusing on handling multiple

participants' needs simultaneously.

• Strong written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Great attention to detail and accuracy.
• Excellent organizational, writing, and presentation skills.
• A valid driver's license and automobile insurance acceptable to Goodwill's liability insurance carrier.

Preferred

• Prior experience working with veterans and/or military family members.  
• Prior military service or close connection to military population.  
• Understanding of job markets, essential skill sets for various jobs, employer needs, and employee training and development.

Education and Experience

Bachelor’s degree in Human Services or related field preferred. One (1) to three (3) years related experience working with Veterans and/or military family members.  A combination of education and experience will be considered, with at least three years of related work experience.

Physical Demands 

While performing the duties of this job, the employee is regularly required to:  sit; walk; talk and/or hear; use close, distance and peripheral vision; stand; bend, use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The noise level in the work environment is usually moderate.