Customer Retention Manager jobs in Burlington, VT

If you're looking for an opportunity to do meaningful work in your community, join the passionate, community-minded team at the Committee on Temporary Shelter! For 40 years, COTS has been working in Chittenden County to creatively find solutions to end homelessness; we aren't afraid to try new things. We are looking for team members who are passionate about doing good and creative thinking. COTS offers a competitive benefits package that includes access to healthcare, retirement savings, robust time off, and benefits focused on supporting human services professionals with mental and emotional well-being.

COTS strives to create a supportive, collaborative, and fun work environment…consider joining us on our mission to end homelessness!

The COTS Retention Coordinator is responsible for the day-day-management of the COTS Retention Program. They collaborate with the Housing Services Director and other community stakeholders to ensure the retention team is providing robust support and resources to those we serve, with the goal of retaining housing once it’s obtained. This is a working manager role, meaning the Retention Coordinator is responsible for direct service support for our tenants and clients, as well as supervision of the retention team. This position has a direct impact on our mission to end homelessness.

The primary responsibilities of the Retention Coordinator include but are not limited to:

· Plan, coordinate, and manage retention and prevention services for families and individuals who are marginally housed or at risk of experiencing homelessness, including tenants of the COTS Housing properties.

· Manage and oversee COTS Retention & Prevention team. This includes direct supervision of the COTS Housing Retention Specialist.

· Provide crisis intervention and support to tenants and clients as needed. This includes referrals to appropriate community resources.

· Build and maintain relationships with landlords to facilitate positive collaboration opportunities and increase housing options for clients. Represent clients needs and establish open communication regarding clients.

· Partner closely with the Housing Services Director to establish program goals and expectations in alignment with organizational strategic goals.

· Partner closely with the Housing Services Director to develop and implement retention program policies/procedures to ensure clear and objective standards for service delivery; ensure current procedures are in accordance with agency policy, state and federal laws, and grant requirements.

· Maintain knowledge of community, state, and federal resources that clients may be eligible for, which will improve their housing stability. Advocate and assist tenants in seeking community resources and support services.

· Enter and maintain program data in HMIS and other applicable systems. Responsible for reporting program metrics in alignment with grant requirements.

· As needed, represent COTS at community, fundraising, and legislative events, providing program perspective and insight.

· Represent COTS in local and statewide continuum of care meetings and forums.

· Provide after hours support for emergencies, does require on call availability.

The Retention Coordinator is part of the COTS management team and works closely with the many community partners COTS relies on to meet the needs of our clients and guests. A critical function of this role is building and maintaining positive, collaborative relationships with other COTS team members across the organization as well as community partners.

Experience, Skill & Education Requirements:

· Minimum of three years of experience in a human services role required; prior experience in housing services and program management strongly preferred. Minimum of one year of leadership experience required.

· High school degree or equivalent required; Undergraduate degree in Social Work, Criminal Justice, Public Policy, or other related field highly desired.

· Demonstrated experience building and implementing programs required, including advanced planning and coordination.

· Demonstrated ability to handle conflict and crisis management required.

· Prior experience working with individuals experiencing homelessness is preferred. Knowledge of tenant and project-based subsidies and low income housing tax credits, as well as general knowledge of community resources and opportunities for those experiencing homelessness is strongly preferred.

All positions at COTS require a commitment to our mission: Advocating for long-term solutions to end homelessness and providing emergency shelter, services, and long-term housing for Vermonters who are experiencing homelessness or are marginally housed.

This is a full-time position with benefits. To apply, send a cover letter explaining why you are interested in this position and a resume to jobs @ cotsonline.org.

COTS is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We embrace diversity and encourage all to apply.

Job Type: Full-time

Pay: From $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

People with a criminal record are encouraged to apply

Ability to Relocate:

• Burlington, VT: Relocate before starting work (Required)

Work Location: In person