Sustainability Support Coach (Digital)

SUMMARY:

The Sustainability Support Coach provides low-intensity, long-term coaching services for participants who have successfully completed Digital or In-home Self-Sufficiency services but continue to experience periodic barriers to independently navigating energy assistance, public benefits, technology, and community resources. The Coach delivers brief, participant-centered assistance designed to teach, reinforce, and maintain self-sufficiency and energy security skills rather than resuming intensive energy security services. Operating under the core principle of “teach, don't take over,” the primary goal of this position is to preserve participant independence, strengthen self-navigational capabilities, and reduce the frequency and intensity of support over time while preventing unnecessary re-entry into higher-tier intensive services. Services will be provided across all geographic areas in Michigan with the use of technology to digitally connect with participants.

As a member of the emPower Team, the Sustainability Support Coach is expected to promote a positive work environment. This includes: professionalism, positive attitude, reliability, adaptability to changes, and willingness to learn.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Deliver low-intensity, intermittent coaching to participants who have completed In-home Self-Sufficiency or Digital Self-Sufficiency goals but require occasional scaffolding to maintain stability;
• Adhere strictly to program service boundaries by providing brief, skill-reinforcing support and referring participants back to intensive Impact Self-Sufficiency if intensive ongoing needs emerge;
• Maintain a teaching approach, rather than completing tasks for participants, to build participant confidence and long-term self-sufficiency rather than creating dependency;
• Guide participants through basic technology tools and online portals, including MIBridges navigation, benefit renewals, user registration, password resets, online application submissions, and document uploading procedures;
• Assist participants in reading, interpreting, and responding to state/agency notifications, utility bill adjustments, MDHHS notices, and energy assistance renewal requirements as needed;
• Provide resource navigation by identifying appropriate community agencies and assist with re-connection to previously utilized services by explaining agency contact procedures;
• Develop and share simple “how-to” instructions, checklist tools, and routine-building strategies to help participants successfully repeat navigation processes independently;
• Accurately track and log every participant interaction in the CRM database, meticulously categorizing the Reason for Contact (e.g., MIBridges Navigation, Benefit Renewal, Energy Assistance, Technology Assistance, Utility Issue, Resource Referral, Documentation, Transportation, Housing, Other);
• Monitor and evaluate participant progress using specific “Assistance versus Independence” metrics to capture measurable evidence of skill retention and reduced support frequency;
• Assist with Guiding participants with understanding “Grit & Resilience”. Learning how to struggle well;
• Serve as an MDHHS / Navigation Referral Partner as needed and stay thoroughly familiar with energy assistance grants, conditions, and eligibility criteria;
• Maintain regular contact via online meeting platforms, telephone, text, and email, ensuring all interaction notes and progress entries are logged within 24 hours of contact;
• Represent TrueNorth professionally;
• Accurately report hours worked in Paycor, maintain an up-to-date Google Calendar, and complete administrative tasks by established deadlines;
• Attend all required staff meetings, supervisory check-ins, and team trainings;
• Other related duties as assigned.

SUPERVISORY RESPONSIBILITIES: There are no supervisory responsibilities with this position.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain participant and agency confidentiality;
• Demonstrated ability to maintain firm professional boundaries, empowering participant independence rather than establishing service dependency;
• Strong understanding of the unique barriers faced by low-income households, including cognitive/learning differences, age-related technology challenges, and disability-related barriers;
• Significant ability to read, interpret, explain, and apply grant and contract policies and procedures;
• High level of digital literacy with the ability to instruct others on navigating online portals (e.g., MIBridges), mobile tools, and web applications;
• Excellent organizational skills, detail orientation, and meticulous record-keeping abilities for tracking interaction categories and outcome data;
• Ability to effectively communicate with distressed or anxious individuals under adverse conditions while maintaining patience and empathy;
• Strong problem-solving skills and the ability to analyze participant needs to recommend least-intensive support solutions;
• Ability to work fluently with technology, including Microsoft Office, Google Workspace, CRM databases, online meeting platforms, and Paycor;
• Ability to work well independently and collaboratively within a team focused on achieving performance outcomes;
• Strong oral and written communication skills, including the ability to translate complex administrative requirements into simple, actionable steps.

EDUCATION and/or EXPERIENCE:

• Bachelor’s Degree in social work, human services, or similar field preferred or 5 year of experience in human service provision
• Excellent basic computer skills including Google suite, Microsoft suite, and PDF platforms required
• Ability to learn the CRM database required
• Proven experience in coaching, energy security plans, or participant skill-building preferred
• Experience working with vulnerable, low-income, senior, or disabled populations facing systemic or technological barriers preferred
• Knowledge of grants, state benefit systems, and community resources preferred

EOE

Pay: $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Fremont, MI 49412

Salary : $16