GENERAL SUMMARY

The Success Coach supports Goodwill employees with disabilities and other barriers to employment by providing individualized coaching, job readiness training, and workplace integration support within our retail and production environments. This role works closely with store management and Mission Services teams to foster skill-building, maximize independence, and promote successful job placement, retention, and advancement. The Success Coach upholds Goodwill’s Mission, Vision, and Values and supports employee development and operational excellence.

ESSENTAIL DUTIES & RESPONSIBILITIES:

• Provides hands-on coaching to program participants working in retail and production settings to support skill development, workplace stamina, and overall job performance.
• Assists participants in creating person-centered, strength-based Individualized Service Plans (ISPs) aligned with self-sufficiency and employment goals.
• Delivers training on workplace expectations, job tasks, communication, and professional behavior.
• Coaches participants to gradually build physical and mental stamina required for sustained job tasks, using progressive work routines and positive reinforcement techniques.
• Motivates participants through encouragement, goal setting, and personalized strategies that build confidence and commitment to their employment journey.
• Monitors participant progress toward goals, provides consistent coaching, and fosters mutual accountability using active listening and motivational interviewing techniques.
• Collaborates with retail and production leadership to support participants' integration, productivity, and success in daily store operations.
• Facilitates reasonable accommodations, etiquette training, and social integration for participants as needed.
• Observes and supports time-on-task, pacing, and productivity improvement strategies that align with individual capacity and job requirements.
• Documents attendance, case notes, progress updates, and services needs daily in accordance with program guidelines.
• Reports critical incidents, behavioral concerns, or service gaps to Workforce Development leadership promptly.
• Partners with community agencies, employers, and support teams to connect participants to resources and opportunities.
• Maintains professional and collaborative relationships with store staff, managers, supported members, service providers, and families.
• Participates in professional development and training sessions to enhance service quality.
• Ensures program compliance with CARF standards, and all local, state, and federal regulations.
• Supports a safe, inclusive, and productive work environment for all employees.
• Performs other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent.

• Two years’ experience working with people with disabilities preferred.

• Ability to demonstrate personal effectiveness through strong communication, professionalism, problem-solving, teaching, and time-management skills.

• Ability to demonstrate a working knowledge of local community information, resources, employers, and self-sufficiency supports.

• Familiarity with person-centered service coordination and positive behavior interventions.

• Ability to demonstrate proficiency working with computers including but not limited to Microsoft Office Suite and database systems.

• Ability to demonstrate excellent customer service skills, strong interpersonal skills, and exhibits a high level of integrity and ethics.

• Ability to maintain confidentiality related to personally identifiable information.

• Ability to react under pressure, use good judgment in ambiguous situations, and be flexible/adaptable.

• Excellent organizational skills required.

• Must be 21 years of age or older.

• Must provide proof of identification and eligibility to work in the United States.

• Must pass drug screening and background screening.

• Must have access to reliable transportation that does not interfere with performing the essential functions of the job description, cause tardiness, or unexcused absences and the ability to travel to multiple sites as needed.

• No record or disclosure of criminal conviction record that indicates a tendency toward theft, violence, dishonesty, deceit, drug use, manufacture or sale, moral turpitude, or predatory behavior in conflict with the functions listed on this job description.

• Must not present a direct threat to the safety and health of self, others or property.

• Must be able to perform essential functions of the job description with or without reasonable accommodation.

• Must immediately inform Goodwill of any arrests and/or convictions that occur while employed at Goodwill.

POSITIONS SUPERVISED:

• None

POSITION INFORMATION:

This position is a full time, non-exempt position eligible for Medical, Dental, Vision, Life Insurance; 403(b) retirement plan; Paid Holidays, Vacation and Sick Leave.

WORK CONDITIONS/HAZARDS:

Work is primarily performed in Goodwill retail stores, production facilities, and office settings. The environment is fast-paced and may include critical or unusual situations that require flexibility, sound judgment, and the ability to respond calmly under pressure.

The physical demands and work environment described here are representative of those an employee may encounter while performing the essential functions of this role. Goodwill is committed to diversity, equity, and inclusion and will provide reasonable accommodations to enable individuals with disabilities to perform these functions.

This position regularly involves standing, walking, and coaching participants on-site for extended periods. The employee is also frequently required to sit, use hands and fingers, reach with arms, communicate effectively, and use computers, phones, and standard office equipment. Occasional lifting of items up to 20 pounds may be required; in rare cases, lifting up to 40 pounds may be necessary.

Specific vision abilities may include the ability to view computer screens and printed materials for extended periods.

This job description is not an exhaustive list of all duties, responsibilities, or requirements associated with this position. Duties may be added, changed, or removed at any time with or without notice to support the evolving needs of the organization. This document does not constitute an employment agreement.