Program Coach

Description

We are looking for Program Coaches that live in the Central or Eastern time zone for a 100% work from home position. It's even better if you live in North Dakota, South Dakota, Indiana, Missouri, Virginia or Massachusetts. All computer equipment will be provided to you but a hard-wired internet connection is a MUST for all the equipment to work correctly. You'll also need a quiet space where you can work without interruptions.

The primary responsibility of the Program Coach is to connect, support and guide the parent/guardian of Waterford UPSTART students. Waterford UPSTART is a FREE in-home early literacy software that prepares children for Kindergarten. Parents/guardians are their childs first teacher. Waterford UPSTART Coaches support the parents/guardians efforts and together they lay the foundation of a lifetime of learning for the child.

Conversations will be through scheduled and unscheduled outbound contact with assigned families actively using Waterford UPSTART. In this role you will discuss the child's academic progress, social-emotional well-being, motivation, and software usage routine while guiding parents to existing Waterford UPSTART resources. Program Coaches previous experience in education (social work, early learning, etc.) makes them an invaluable mentor and resource to Waterford UPSTART parents.

A typical workday is super structured and will be spent at a computer texting, emailing, and calling to mentor families who are using the Waterford UPSTART software. Your passion for preparing a child for lifelong love of learning is instrumental in parent empowerment and program success!

Essential duties & responsibilities

• Facilitate an encouraging relationship with assigned at risk parents and children from enrollment to graduation by providing academic and social emotional guidelines to increase program efficiency
• Converse effectively by understanding backgrounds, cultures and goals to individualized parenting and learning strategies that meet their needs
• Connect with parents through various outbound contact methods to answer questions, offer motivational tips to encourage their childs software usage, and to inspire parents to become the champion of kindergarten success
• Schedule follow-up appointments to build an ongoing relationship that work within the user's availability
• Manage software usage and user profiles using an online management system
• Meet all departmental critical metrics, such as quality, efficiency and contact requirements

Required skills & education

• BS/BA in education, social work, psychology, sociology, early education or similar degree required
• 2 to 5 years Early Education experience, social work or related field
• Ability to provide outstanding customer service while guiding/mentoring parents and enable them to be their kid's first teacher
• Outstanding communication using all forms of contact: phone, email, text and chat
• Proven track record to actively listen while displaying emotional intelligence and understanding to a diverse group of participants while providing program support
• Independent worker who is a naturally proactive, skilled problem solver
• Comfortable in a fast-paced, deadline driven environment with strong organizational skills and good time management
• Demonstrated ability to collaborate with coworkers/departments to learn new processes and technical troubleshooting skills quickly
• Keyboard at least 40 WPM
• Proficient in Microsoft Excel and Word

Preferred skills & education

• Bilingual (Spanish)
• Salesforce CRM

We offer medical (Waterford pays 100% of the benefit premium), dental, and vision benefits. We also deposit $1,500 into your HSA account and provide a 5% match to your employer-sponsored retirement plan. We offer a generous time off plan that includes vacation, sick time, and organization holidays (did we mention that we are closed between Christmas and New Years each year?). Learn more about our offering here: https://www.waterford.org/careers/

By the way, due to COVID-19, we are working remotely. We have adapted our recruitment process so all interviews are being conducted via Zoom. If hired you will onboard, train, and mostly work remotely for the foreseeable future.

Equity and diversity is important to us externally, with the families we serve, and internally, as we grow our organization. We encourage diversity and actively seek talent with personal or professional experience in diversity and inclusion. We are actively working to create a diverse organization in terms of age, race/color, religion, gender, disability, national origin or any other characteristic, to develop an organization that mirrors the groups we serve.