Retention Case Manager
The Retention Case Manager (RCM) is a full-time, mission-critical role within Everybody Builds' workforce programming team. This position is at the heart of our supportive services, a program designed to reduce attrition and build long-term success for early-stage union apprentices, with a particular focus on first-generation tradespeople and graduates of pre-apprenticeship programs (WINC, CARP, SSSPAP, YOACAP, Rebuild, and others).
The RCM provides direct, 1-on-1 case management and coordinates the supportive services, stipend disbursements, and wraparound resources that help apprentices overcome barriers before they become reasons to leave the trades. This role also serves as a key relationship manager, maintaining consistent, professional communication with union partners, contractors, employers, and community-based service providers on behalf of program participants and Everybody Builds.
This is a relationship-driven, detail-oriented role for someone who brings both warmth and structure to their work. We are looking for someone equally comfortable building trust with an apprentice navigating hardship and presenting a progress update to a union business agent.
Key Responsibilities
Case Management & Supportive Services
- Conduct structured intake assessments with each enrolled apprentice to identify barriers related to transportation, housing, childcare, financial hardship, health care access, and more.
- Develop and actively manage Individual Support Plans (ISPs) for each participant, with clearly defined short-term and long-term goals, anticipated challenges, and planned interventions.
- Provide regular (biweekly) 1-on-1 check-ins—in person or virtual—to monitor progress, update support plans, and course-correct as needed.
- Respond promptly to crisis situations (e.g., eviction risk, loss of childcare, domestic violence) by connecting participants to appropriate emergency resources and partners or providing direct emergency relief.
- Coordinate warm referrals to local social service providers, including housing support, food assistance, mental health care, and other wraparound services.
- Develop and strengthen partnerships with supportive services providers to ensure robust referral network.
Supportive Services Disbursement & Tracking
- Administer direct financial supports to participants, including stipends and emergency assistance for essential needs such as work gear, tools, transportation, childcare, and basic necessities.
- Manage the disbursement process from start to finish—verifying eligibility, processing requests, coordinating with admin/finance, and maintaining clear records for each transaction.
- Track all supportive services in Salesforce, ensuring accurate, timely, and consistent documentation of service type, amount, participant, and outcomes.
- Monitor available supportive services funding and flag any capacity or allocation concerns to program leadership in advance.
Data Management & Reporting
- Maintain complete and up-to-date participant records in Salesforce, including intake data, ISP notes, communication and service logs, touchpoint summaries, and outcome milestones.
- Generate regular reports on key program metrics including retention rates, service utilization, workshop attendance, and stakeholder engagement—supporting grant reporting and internal evaluation.
- Identify and surface patterns in participant needs and barriers to inform program improvements and future pilot design.
- Participate in internal team debriefs and contribute to continuous quality improvement processes.
Communication & Relationship Management
- Serve as a consistent, trusted point of contact for all apprentices throughout their participation in the program.
- Build genuine, professional relationships with participants grounded in respect, empowerment, and accountability.
- Develop and facilitate monthly peer support groups and educational workshops (curriculum development, scheduling, materials, presenter coordination, participant outreach, follow-up).
- Support participant recruitment by assisting with outreach, orientation, and onboarding activities in coordination with the Manager of Workforce Programs.
- Serve as the primary day-to-day liaison between Everybody Builds and program partners, including trade unions, apprenticeship programs, contractors, and employers.
- Attend and help coordinate monthly trade-specific check-ins, bringing participant progress updates and flagging emerging barriers or needs—while maintaining appropriate confidentiality.
- Attend and contribute to quarterly collaborative working group meetings alongside union business agents, contractor representatives, and community partners.
- Maintain proactive, professional communication with external stakeholders, ensuring partners remain informed, engaged, and aligned with program goals.
- Support the renewal of MOUs, referral agreements, and partner commitments as needed.
Education and Experience
- Minimum 2–3 years of experience in case management, social services, workforce development, or a related field.
- Demonstrated ability to build trust and maintain professional relationships with diverse populations, including individuals facing significant life barriers.
- Strong organizational skills with experience managing multiple cases or projects simultaneously.
- Experience with or ability to quickly learn Salesforce or other case management/data tracking platforms.
- Comfortable navigating and communicating across multiple stakeholder types—from program participants to union representatives to nonprofit partners.
- High School diploma or equivalent required; Associate's or Bachelor's degree in social work, human services, public health, or a related field preferred.
Preferred
- Experience working in or with the construction trades, apprenticeship programs, or blue-collar industries.
- Familiarity with Philadelphia's workforce development ecosystem, social service landscape, and/or union structure.
- Experience facilitating or co-facilitating workshops or group programming.
Compensation & Benefits
- Annual salary starting at $55,000-$65,000 dependent on education, relevant experience, and abilities.
- Hybrid position with regular attendance in office, at in-person meetings and after-hours events required.
- Competitive benefits package including:
- Medical, Dental, and Vision
- Short-term Disability (STD)
- Long-term Disability (LTD)
- Employee Assistance Program (EAP)
- 403(b) Retirement Plan
- Life Insurance
- Supplemental Life Insurance
- Flexible Spending Accounts
- PTO and 14 Holidays per year