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SERVICE SUCCESS COACH

Administrative Officer III

Recruitment #25-002247-0051

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Introduction

 

This is a merit, skilled service position with the State of Maryland with full health benefits. 

Agency Mission 

Whether they're preparing our state for climate change, tutoring our students, or caring for the sick, young people should have the option to perform important service today and build a foundation for our shared future. This is the first effort of its kind in the nation, and Maryland will lead the way. 
– Governor Wes Moore announcing the Service Year Option 

The Department of Service and Civic Innovation was established by the Serving Every Region Through Vocational Exploration (SERVE) Act of 2023 with the purpose of promoting service and volunteerism in the state of Maryland. The SERVE Act also launched two new exciting service pathways for eligible youth and adults, in addition to existing volunteer and service opportunities available through the Governor's Office on Service and Volunteerism (GOSV). 

DSCI is building a driven team dedicated to service as a method for connection and growth. The collaborative, high-performing culture allows us to achieve ambitious goals together. DSCI offers a flexible work schedule, hybrid telework, and a competitive salary. There is parking near our office in downtown Annapolis, Maryland.

GRADE

15

LOCATION OF POSITION

45 Calvert Street
Annapolis, MD 21401

Main Purpose of Job

The main purpose of the job is to serve as a dedicated and compassionate guide responsible for
overseeing the progress and development of program members throughout the 9-month program
period (September to June). The role involves a substantial amount of fieldwork and mentorship,
primarily conducted through regular check-ins with program Members via text, phone calls, and
in-person visits. Maintaining strict confidentiality, the incumbent shares member information only
with relevant Department of Service and Civic Innovation (DSCI) personnel or colleagues,
prioritizing privacy and trust. Administrative work is a critical role for the advancement of the
program. A crucial aspect of the role is to foster an environment where program members feel
comfortable expressing themselves, aided by active listening and open communication. By
utilizing adept questioning techniques, the Service Success Coach stimulates members'
intellectual and emotional exploration, enabling them to independently arrive at decisions and
perspectives. Building authentic connections founded on empathy and support, the field worker
aims to facilitate personal and professional growth by linking members with suitable professional
development resources aligned with their Member Achievement and Transition Plan. Striking a
balance between professional guidance and compassionate assistance, the Service Success Coach
acknowledges the holistic journey of participants, including their mental, emotional, and
professional experiences before, during, and after their service. This support may include
facilitating meetings, providing support resources, assisting with presentations, and planning
transportation with members This role seeks to engender a sense of genuine engagement, with
the ultimate aspiration of guiding members towards successful program completion.

POSITION DUTIES

The duties of this position include, but are not limited to:

  • Conduct regular check-ins with assigned program members through text, phone, virtual meetings, and in-person visits to monitor progress, provide guidance, and ensure engagement throughout the 9-month program cycle.
  • Track, collect, and analyze member data, including assessments, surveys, and progress indicators; prepare clear summaries or recommendations to improve program operations and member outcomes.
  • Connect members with appropriate professional development and support resources, aligning opportunities with each member’s Member Achievement and Transition Plan.
  • Maintain accurate, confidential records and documentation related to member interactions, progress, challenges, and support referrals, sharing information only with designated DSCI staff.
  • Coordinate with internal staff and leadership, including supervisors and program directors, to report concerns, exchange information, recommend improvements, and support member success strategies.
  • Provide onsite support during trainings, workshops, and events, ensuring member participation, responding to needs in real time, and assisting with logistics such as transportation or attendance tracking.

MINIMUM QUALIFICATIONS

Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Three years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience. 

2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.  

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information which must reference your application regarding your qualifications.

  • At least 2 years experience supporting or coaching individuals in workforce development, education, case management, mentoring, or youth development settings. 
  • At least 1 year experience collecting, interpreting, and reporting data related to program performance, participant progress, or operational improvement.
  • At least 2 years experience working with diverse populations and demonstrating strong interpersonal, conflict resolution, and communication skills, this experience must have been requiring direct client or participant engagement.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

BARGAINING UNIT STATUS

This classification is covered under a bargaining unit.

BENEFITS

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may email the completed application, supplemental questionnaire and other materials (if applicable) to the email
address below before the filing deadline. You must include the following information on at least one of the pages you submit:

1. First and Last Name
2. Recruitment Number (located at the top of the bulletin)
3. The last four digits of your SS#

If you have questions or concerns regarding this recruitment, please email DSCI.HR@maryland.gov at the Department of Service and Civic Innovation, Human Resources Office. Incomplete applications
and/or resumes in lieu of application will not be accepted.

If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management (DBM), Recruitment and
Examination Division at 410-767-4850 or
Application.Help@maryland.gov

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants are encouraged to apply for all
recruitments.

TTY Users: call via Maryland Relay

DSCI values the experience gained by Veterans while serving our country and welcome them to apply.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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