NEIGHBOR SUCCESS COACH

DescriptionOUR VISION: To Build a Thriving Community for ALLOUR MISSION: To Empower individuals to achieve self-sufficiency and foster independence If our Vision and Mission resonate with you, Metrocrest Services may be the place for you. We are looking for people whose values align with ours - individuals who are compassionate, collaborative, accountable, and committed to helping our neighbors achieve greater stability and independence.  ABOUT METROCREST SERVICESMetrocrest Services exists to provide hope and build pathways to economic mobility for neighbors in the north Dallas area. We operate a whole-household, SDOH (Social Determinants of Health)-aligned model organized around five pillars: (1) Income (2) Health and Food (3) Workforce (4) Education/Training (5) Housing. Our neighbors are at the center of everything we do.  At Metrocrest, Neighbors-First is more than a phrase; it is how we work. We call the people we serve Neighbors because they are members of our community, not cases to be managed. We approach every interaction with dignity, curiosity, and a whole-household perspective, listening first, following through, and measuring our success by the progress our neighbors make. Every team member, regardless of role or title, is expected to embody and advance our Neighbor-First Values.  THE OPPORTUNITYThe Neighbor Success Coach walks alongside neighbors as they pursue greater stability, independence, and opportunity. They build trusted relationships, help neighbors identify strengths and goals, navigate complex challenges, and connect them with the resources and support they need to move forward. Whether the primary coaching focus is workforce, housing, homeless outreach, seniors, or pantry and application services, the Neighbor Success Coach will approach every interaction with curiosity, compassion, accountability, and a whole-household perspective - measuring success not by the services provided, but by the progress our neighbors achieve. This role primarily works from 8:00 AM – 5:00 PM Monday through Friday with evenings and weekends based on program needs. RequirementsKEY TRAITSBuilding Trust · Coaching · Customer Focus · Continuous Learning · Adaptability · Stress Tolerance · Building Customer Loyalty · Gaining Commitment · Tenacity · Contributing to Team Success · Initiating Action · Applied Learning QUALIFYING TRAITS<ul><li>Believes wholeheartedly in the capacity of every neighbor household to achieve stability and thrive; approaches each neighbor relationship with curiosity, patience, and genuine respect for where a neighbor is in their journey</li><li>Comfortable sitting with complexity; a neighbor's household rarely presents with one clean need, and this person is energized rather than overwhelmed by the whole-picture challenge</li><li>Trustworthy and consistent; neighbors and colleagues alike know this person will show up and follow through</li><li>Culturally humble and equity-minded; understands that the populations Metrocrest serves face systemic barriers that require a coach who can hold both empathy and accountability at once</li><li>Documentation-disciplined; understands that accurate, timely Salesforce records are how Metrocrest honors neighbors when they are not in the room</li></ul> COACHING FOCUS AREASCandidates with experience or demonstrated background in one or more of the following areas are strongly encouraged to apply. Focus area experience informs coach assignment and matching but does not limit a coach's caseload to that population. Workforce:  Job readiness coaching, career pathway navigation, employer engagement, barrier removal for employment (transportation, childcare, credentials, criminal background)Homeless Outreach:  Street and field-based engagement, Housing First principles, harm reduction, crisis stabilization, vital document assistance, coordinated entry navigation Housing:  Eviction prevention, rent and utility assistance navigation, rapid rehousing, landlord engagement, transitional and permanent supportive housing pathwaysSeniors:  Benefits navigation for older adults (Medicare, Medicaid, SSI), elder abuse awareness, senior isolation support, home-delivered services coordination, age-responsive coaching practicePantry and Application Processing:  Financial assistance application intake and processing, TFS eligibility screening and documentation, waitlist management, data integrity and grant compliance documentation, lobby and pantry operations, cross-trained coverage of neighbor-facing intake functions MINIMUM QUALIFICATIONS<ul><li>Bachelor’s degree in social work, human services, psychology, education, public administration, or a related field OR equivalent combination of education and relevant experience </li><li>Minimum 2 years of experience working with individuals or families experiencing economic hardship in roles such as case management, coaching, workforce development, or social services </li><li>Demonstrated ability to support individuals in setting and achieving personal or professional goals </li><li>Experience working with diverse populations in a community-based or nonprofit setting </li><li>Strong interpersonal communication skills and ability to build rapport quickly </li></ul> PREFERRED QUALIFICATIONS<ul><li>Bilingual English/Spanish</li><li>Experience using coaching models/framework </li><li>Training or certification in motivational interviewing, coaching, or executive functioning development</li><li>Experience in workforce development, financial capability, housing stability programs, or education pathways</li><li>Experience using data-driven coaching tools or participant progress tracking systems</li><li>Knowledge of community resources related to employment, housing, healthcare, and financial stability</li></ul> SPECIALIZED KNOWLEDGE<ul><li>Working knowledge of assessment tools including administration, goal-setting, progress tracking, and session documentation</li><li>Foundational understanding of all five SDOH pillars (Income, Health & Food, Workforce, Education, Housing) and how they interact within a whole-household coaching plan</li><li>Familiarity with trauma-informed and strengths-based coaching frameworks; ability to apply both in a community-based, non-clinical setting </li><li>Familiarity with Salesforce for session documentation, resource connection tracking, and pathway progress recording</li><li>Working knowledge of community resources across SDOH domains enough to identify when a resource connection is needed and who to loop in from the Specialist or Expert tier</li></ul> PRIMARY RESPONSIBILITIES<ul><li>Identify neighbor needs across all five SDOH pillars and initiate resource connections to the appropriate Expert or Specialist; own the loop-closing process to confirm connection and document outcomes </li><li>Build and maintain a trust-based coaching relationship with each neighbor on caseload, serving as the consistent, long-term point of contact regardless of presenting need </li><li>Carry an assigned neighbor caseload; conduct regular whole-household coaching sessions aligned to each family's goals and individualized pathway plan </li><li>Connect participants with appropriate internal and external resources including employment services, education programs, housing assistance, healthcare access, and financial capability services. </li><li>Maintain working knowledge of community resources and referral pathways. </li><li>Collaborate with internal program teams and community partners to ensure coordinated service delivery. </li><li>Administer and track assessment for each neighbor household; use results to drive goal-setting, session focus, and progress measurement</li><li>Own all assigned metrics; responsible for achieving performance targets, tracking progress on an ongoing basis, and reporting outcomes to leadership </li><li>Document all coaching sessions, resource connections, and pathway progress in Salesforce accurately and within established timeframes </li><li>Participate in team huddles, case consultations, and reflective practice sessions facilitated by the Coaching Expert; contribute observations and bring questions from caseload </li><li>Flag neighbors who are in crisis, disengaging, or stalling in their pathway to the Coaching Expert or Director promptly; collaborate on adjusted strategies for re-engagement </li><li>Maintain awareness of current resources across Metrocrest's network; proactively seek updates from Specialists </li><li>Model Metrocrest's neighbor-first values in every interaction, treating each neighbor as a whole person with agency, dignity, and the capacity to define their own version of thriving </li><li>Works from 8:00 AM – 5:00 PM Monday through Friday with evenings and weekends based on program needs.</li></ul> SALARY AND BENEFITS INFORMATION<ul><li>Salary for this FLSA-exempt position is commensurate with experience</li><li>Employer-sponsored medical insurance through BCBSTX with employer contribution toward monthly premiums, effective the first day of the month following the date of hire)</li><li>Employer-sponsored dental (Principal) and vision insurance, effective the first day of the month following the date of hire</li><li>Employer-paid group term life insurance (Principal)</li><li>Employer-paid long-term disability (Principal)</li><li>401(k) retirement plan with company matching 1/2:1 (up to 6%)</li><li>Generous paid time off package, including vacation, personal time off, and paid holidays</li><li>Paid parental leave</li><li>Training and development opportunities</li><li>Tuition reimbursement</li></ul> WORK ENVIRONMENT & PHYSICAL REQUIREMENTS<ul><li>The activity for this position requires the employee to work onsite in a climate-controlled office </li><li>Ability to remain in a stationary position, such as standing or sitting, for up to 8 hours per day </li><li>Ability to walk, move, and/or traverse as needed </li></ul> EQUAL EMPLOYMENT OPPORTUNITYMetrocrest Services provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, or any other characteristic protected by federal, state or local law.  In accordance with the ADA, Metrocrest Services is willing to consider any reasonable accommodation.

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