What You’ll Do Act as the primary point of support for each participant from time of referral through their successful retention of employment and case closure. Serves as a mentor, liaison, and troubleshooter by managing cases day-to-day and working in concerts with other team members to help each participant move seamlessly into employment. Your Responsibilities Will Include: + Managing a caseload of participants and meeting requirements for at least biweekly contact. + Developing Career Plans with participants outlining goals and clear action steps for increased employability and addressing barriers. + Identifying needed supports services (childcare, transportation, educational services, and others) in accordance with policies and procedures to assist participants with achieving the goals on their Career Plan. This will include referrals to our circle of support partners for in-depth support as required. + Recommending and advising participants on internal and external opportunities for further job training and education to expedite their transition to employment. This may include referrals to our education team. + Developing quality resumes, cover letters and other employment materials to assist participants with transitioning to work. + Escalating participant and stakeholder complaints and feedback through the appropriate channels. + Working effectively with team members regarding participants who may require more in-depth academic and other assessments or support and referring as appropriate to our education and placement teams. + Observing and adhering to our customer service standards so that all participants are provided with the same high standard of service throughout their journey. + Undertaking administrative tasks in a timely manner. These may include receiving referrals, scheduling appointments, returning phone calls and other communications in line with Customer Service Standards and any other administrative duties as required. Administrative functions of this role also include the documentation of all participant interactions, whether provided in person or remotely. + Provide retention support to individuals who are in work for 12 months after securing employment. This includes collecting employment verification and making frequent follow-up calls. + Being flexible in response to changing operational demands to support participant focused service delivery. + Promoting Fedcap Canada positively at every opportunity with participants, coworkers, and external stakeholders, understanding and articulating the full services and benefits Fedcap offers to participants. + Upholding all agency policies, values, and expectations in performing their job. + Acting with a non-judgmental approach, demonstrating high levels of unconditional positive regard. + Actively models Fedcap Canada. values throughout all aspects of their work and interactions with others. + Demonstrate delivery of quality performance in line with key performance indicators and performance targets. You’re a Great Fit for This Role If You Have: + Bachelor’s degree or higher education and/or equivalent experience in customer facing roles. Compensation: $53,000 - $65,000 (CAD) Who We Are Fedcap Canada is committed to enhancing employment services, supporting jobseekers, and strengthening community partnerships. We are focused on building an inclusive workforce that meets the diverse needs of Ontario’s labour market. Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process. Accessibility & Accommodations Fedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard. Please inform the recruiter if you require accommodations, including accessible formats or adjustments during interviews.