Retention Specialist

Job Title:  Retention Specialist

Classification: Hourly non-exempt, subject to overtime provisions of Fair Labor Standards Act.

Revision Date: 03/15/2023

Job Purpose:

The Retention Specialist is responsible for meeting or exceeding retention outcomes of the reentry programs by providing support to the reentry team.  Responsible for contacting individuals during follow-up services, collecting data, accurately entering the information into various databases, and creating reports. Assist with centralized distribution of community release welcome packages.  Responsible for copying, filing, telephone, email, social media, and other assigned duties. 

 Qualifications:

Education:  Minimum of an Associate’s degree.

Experience: Two years of experience in business, customer service, clerical or related field, specific experience to include data entry and data management systems.

Computer proficiency:  Proficient in word processing.  Familiar with commonly used computer programs, such as MS office, Google, etc.

Clearances: Must be able to obtain acceptable results from required background checks, including Act 151 Pennsylvania Child Abuse History Clearance, Pennsylvania Criminal History Check, Department of Human Services-FBI Fingerprints, and Bureau of Prison background investigation.

Other:  Must have a valid driver’s license with a clean driving record and dependable transportation.  Access to dependable transportation, which can be used in the course of his/her job.  Must have an operating telephone, so that he/she may be contacted quickly by Goodwill when necessary. 

This position is a professional staff position and requires a person capable of conforming to the high standards of behavior expected of all staff. Excellent work habits, including attendance and punctuality, are required. The person must follow company policies and safety procedures as well as ensure that participants under his/her supervision follow the same.

Skills, Abilities, Duties and Requirments:

1.      Must be proficient in word processing.

2.      Must be familiar with commonly used office computer programs, and machinery, including but not limited to Google Programs, word processing, spreadsheet, and database programs. Must be proficient in MS Excel.

3.      Must have effective verbal and written communication skills.

4.      Must have a clear speaking voice and the ability to convey needed information, via the telephone, to other staff, participants, and the community.

5.      Must have organizational skills and the ability to work independently, and on a variety of tasks, with minimal supervision.

6.      Must be extremely dependable in attendance and punctuality.

7.      Must be able to assist in collecting data and creating reports needed for the agency.

8.      Must have the ability to interact appropriately and effectively with staff, other employees, and the participants in the reentry program.

9.      Must be able to at all times interact in an appropriate manner with the public, promoting a positive image of Goodwill and the reentry program.

10.  Must have the ability to pass a background investigation.

11.  Must attend all required training.

12.  Maintain client relations by contacting and connecting the participants to various employment support services.

13.  Assist program participants in completing various required documents.

14.  Provide once-weekly engagements to participants in post-placement.

15.  Aid in the collection of post-placement documentation.

16.  Provide verification that services under the reentry program are high quality, effective and timely by compiling surveys.

17.  Review submitted data and conduct follow-up if any data is missing or incomplete.

18.  Type correspondence and other documents for agency staff and compose routine correspondence.

19.  Check, correct and record information as directed.

20.  Enter data into various databases/spreadsheets accurately and timely.

21.  File papers in the appropriate places and in the appropriate order.

22.   Responsible for mailing, in a timely manner, surveys, other correspondence, and program-specific equipment/packages.

23.  Compile informational reports on request, including, but not limited to spreadsheets,

databases, and graphs, as requested.

24.  Research specific information, on request, for agencies staff, and performs various

           errands on request.

25.  Ability to perform medium-duty work occasionally. Ability to do occasional bending, stooping, stretching, pushing, and pulling.

26.  Ability to lift and carry objects weighing up to 25lbs. occasionally (material handling equipment will be used to minimize effort expended when practical).

27.  Performs other clerical and miscellaneous functions, as requested, for the general benefit of the project.  Some of these functions may be considered non-essential to the position.

Note:  The requirements listed are representative of the knowledge, skills, abilities and duties required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.