Director Customer Success Manager Jobs in Rochester, NY

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Job Posting: Mobility Mentor – Steps to Success

Location: Rochester, NY

Department: Steps to Success Rochester

Employment Type: Full-Time, 40 hours

Schedule: M-F, 9am-5pm

Salary: $22.00-23.50/hr.

As a regional agency of Catholic Charities of the Diocese of Rochester, Catholic Charities Family and Community Services (CCFCS) has been serving our community for over 100 years. We walk with people when they are at their most vulnerable as they journey toward independence to reach their full human potential, advocate for those in need throughout all stages of life; and work in partnership with faith communities of all denominations and those who are committed to addressing local needs.

If you’re looking for an opportunity to express and explore your passion for helping others, then join a team that truly makes a difference DAILY, in people's lives. Don't miss out on being a part of something special!

About the role:

The Steps to Success is a bold, new program grounded in the nationally recognized EMPath Mobility Mentoring® model—designed to help low-income families achieve long-term economic self-sufficiency and overall well-being. This community collaborative initiative offers a powerful opportunity to lead transformational change for families residing in targeted zip codes within the City Of Rochester.

The Mobility Mentor will partner with enrolled program participants for up to two years, fostering a relationship built on trust, respect, and participant-driven progress. Mentors support participants in setting and pursuing personalized goals across key life domains, including: Housing, Supportive social networks, Health, Savings and debt, Education and skill development, and Employment. Mentors engage participants through structured coaching, action planning, access to supportive services, financial incentives, and skill-building experiences. The approach is holistic and strength-based, helping participants build self-efficacy and develop the skills and confidence necessary to navigate setbacks and stay on a path toward long-term stability. This role offers a unique and rewarding opportunity to be part of a team of Mentors at CCFCS and from other organizations that empower families to achieve transformational change in their lives and communities.

Essential Duties and Responsibilities:

Participant Recruitment & Engagement

• Promote outreach strategies and participate in recruitment activities to achieve participant enrollment goals.
• Conduct intake and selection processes for new participants.
• Build and maintain long-term, trusting relationships with participants.

Case Management & Goal Planning

• Partner with participants in the creation of individualized goals and action plans tailored to each participant.
• Provide ongoing case management, supporting participants across a broad set of social determinants of health.
• Monitor and evaluate participant progress and outcomes.
• Facilitate referrals to community service providers and ensure coordination of needed resources.

Job Readiness and Placement

• Complete job readiness assessments and follow through with job preparation support.
• Connect participants with workforce initiatives (i.e., Rochester Works) and business community/employment opportunities.
• Promote employment retention through post-employment services.

Program Facilitation & Participant Support

• Conduct individual counseling sessions, group meetings, prevention education, and developmental workshops.
• Support the coordination of special events such as community learning and graduation ceremonies.

Data Management & Compliance

• Maintain accurate and up-to-date participant and program records.
• Utilize community-wide software systems to track referrals and service coordination.
• Participate in case reviews and audits to ensure compliance with program processes and standards.
• Maintain strict confidentiality of client and program information.

Organizational Participation & Professional Development

• Attend relevant agency meetings, trainings, and workshops.
• Actively pursue ongoing professional development through reading, in-service learning, and external conferences.
• Demonstrate alignment with the agency’s Mission, Vision, Values, and Strategic Plan, including the core competencies of being collaborative, community-focused, innovative, entrepreneurial, culturally competent, and inclusive.

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive. Employees are required to follow appropriate supervisory direction and perform other related duties as required.

Qualifications:

Education: Bachelor’s Degree preferred. Associate degree required, or an equivalent combination of experience and education will be considered.

Experience: 3 years of experience performing mentoring/coaching and participant navigation functions in support of a human services program preferred.

Knowledge of local network of service providers preferred.

Experience with participant needs assessment including softskills assessments and/or career interest assessment/inventory instruments and resources helpful; knowledge housing-related resources, high school equivalency, financial literacy, credit establishment/repair, and banking processes preferred.

Experience in educational/career/vocational development preferred including knowledgeable regarding local occupational, educational resources.

Additional Requirements:

• Ability to prioritize assignments, plan, and complete work projects with minimal direction,
• An ability to work efficiently and effectively and meet deadlines,
• An ability to work under pressure,
• Excellent verbal/written skills,
• Ability to maintain confidentiality and professional boundaries,
• Ability to demonstrate behaviors and attitudes which support agency mission, philosophy, and policies.
• Willingness and ability to foster agency and program wide cooperation and teamwork through use of positive/constructive communication techniques,
• Possession of a valid NYS Driver’s license and a driver’s record considered acceptable by agency and insurance carrier. Use of a registered and reliable vehicle.

Other Qualifications:

Relationship Building & Community Engagement
Demonstrated ability to build and maintain effective working relationships at all organizational levels, as well as partnerships with human service, childcare, residential, business, financial, and educational institutions across both public and private sectors. Familiarity with the Greater Rochester area and experience working in collaborative community structures is highly valuable.

Cultural & Communication Competence
Strong verbal and written communication skills, with excellent interpersonal and customer service abilities. Must demonstrate respect for diverse cultural backgrounds and effectively engage with individuals and groups from varied settings. Bilingual proficiency in English/Spanish is strongly preferred; American Sign Language (ASL) skills are a plus.

Professional Skills & Work Style
Initiative-taker with strong organizational, analytical, and problem-solving skills. Capable of managing multiple priorities in a fast-paced environment while meeting fixed deadlines. Flexibility to work occasional evenings and weekends, particularly during participant recruitment phases, is required.

Understanding of Target Populations
Must possess an understanding of the challenges faced by low-income and vulnerable populations, especially those transitioning from public assistance to self-sufficiency. Sensitivity to the social and economic barriers impacting these individuals and families is essential.

Technology & Data Proficiency
Proficiency in Microsoft Office applications is highly preferred. Must be capable of supporting accurate program information in digital platforms, and contributing to reporting, and presentations. Familiarity with social media is highly preferred.

Physical Demands/Work Environment: The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, use hands to type and/or perform light lifting. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.

Compliance: Adheres to all applicable federal and state laws and regulations including, but not limited to, those governing confidentiality, privacy, program, billing and documentation standards. All duties must be performed in accordance with CCFCS’s corporate compliance & ethics program. Any offer of employment will be contingent upon successful completion of a background check. CCDOR considers all background check information in accordance with applicable law.

Top Benefits and Perks:

• Competitive salary and 403b retirement plan
• Generous time off package and work-life balance
• Comprehensive benefits package
• Supportive and collaborative environment
• Opportunities for growth and development
• Intrinsic reward of truly making a difference in people's lives

Join us and help make a positive impact on our community!

***Catholic Charities is committed to leveraging the talent of a diverse workforce to create great opportunities for our agency and our people. EOE/AA Disability/Vet