Participant Success Advisor
Role Overview
The Participant Success Advisor (PSA) serves as a welcoming first point of contact, supporting participants with care, respect, and responsiveness while guiding them through program services.
The PSA supports participant success not only through accurate and timely service-delivery, but by creating a warm and personalized experience that promotes trust and emotional safety.
Through advanced preparation, greeting participants by name, and engaging with awareness of individual circumstances and trauma-informed care, the PSA helps to encourage meaningful connection, confidence, and continued engagement through the Success Center (helpline), Live Chat, and in-person.
As part of a collaborative operations team, the PSA supports both centralized call-center functions and on-site administrative needs that contribute to a positive participant experience.
Working within established service protocols, the PSA engages participants through inbound and outbound communications, schedules appointments, responds to questions, verifies information, and ensures timely and accurate documentation.
This role requires the ability to adapt to changing priorities in a fast-paced environment while also ensuring prioritization of and sensitivity to unique participant needs.
The PSA emphasizes clear communication, active listening, and adaptability to ensure participants feel informed, supported, and valued in every interaction.
Full Job Posting
Responsibilities
- Communication and Support
- Serve as a welcoming first point of contact, ensuring all participants and visitors are greeted, checked in, and supported upon arrival.
- Cultivate a warm and uplifting environment by building trust and connection with participants.
- Offer personalized empathetic interactions that foster a sense of safety and belonging, supporting participant engagement and well-being.
- Act as a role model within the Success Center, helping to uplift not only participants but also peers, by maintaining a calm, solution-focused mindset and encouraging a culture of mutual respect, teamwork, and continuous improvement.
- Demonstrate strong, adaptable communication skills by collaborating with teams across multiple locations and roles statewide.
- Effectively tailor communication style and approach to meet the needs of participants, peers, and leadership while ensuring accurate information sharing that supports coordinated service delivery.
- Respond promptly and thoughtfully to participant inquiries via phone, email, chat, and in person, helping participants feel heard, informed, and respected.
- Support daily operations of the Success Center, Live Chat, and shared email inbox to ensure timely, accurate, and participant-focused service.
- Document participant interactions clearly and accurately within required timeframes.
- Stay current on state and local resources to provide relevant resources and supports to participants.
- Promote Fedcap Maine services in a positive, strengths-based manner, helping participants understand available resources and how services can support their goals.
- Escalate participant concerns as needed, following established protocols to ensure timely resolution.
- Outreach and Re-Engagement
- Conduct outreach to newly referred participants within 3 business days of referral to welcome them, confirm contact information, and schedule Welcome Meetings.
- Verify and update participant contact information (phone number, email address, and mailing address) during outreach and each encounter to ensure accurate records.
- Help participants prepare for their Welcome Meeting by explaining what to expect and how to engage successfully with their Career Advisor.
- Clearly communicate the value of program participation, available supports participants may be eligible for, and expectations to encourage continued engagement.
- Identify patterns of disengagement and share insights with the team to support continuous improvement and re-engagement strategies.
- Administrative and Operational Support
- Maintain accurate, organized participant records and documentation in accordance with agency standards and to support effective service-delivery.
- Review and support Work Support requests by verifying eligibility, requesting missing information, and assisting with timely resolution.
- Ensure all documents being uploaded are accurate, current, clear, and are added to the correct file.
- Complete administrative tasks that support smooth daily operations while adapting to changing priorities and maintaining quality.
- Contribute to team meetings, share observations, and participate in quality improvement efforts.
- Help maintain a welcoming and organized Opportunity Center by supporting office readiness, stocking supplies, preparing participant areas, and ensuring materials are current and accessible.
- Complete daily opening setup tasks, including turning on technology, preparing workshop rooms, ensuring participant areas are presentable, and updating participant-facing materials.
QUALIFICATIONS
- Associate degree in Communications, Business Administration, Human Services, or a related field required.
- A minimum of one (1) year of experience in administrative support, customer service, retail services, or program coordination.
- Equivalent combinations of education and experience will be considered.
- The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity, M/F/D/V.
About The Fedcap Group
Nonprofit organization providing workforce development, education, and support services.
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