Outreach Specialist

Position Summary: 

The Outreach Specialist plays a central role in advancing the goals of the Career Mobility Action Plan (Career MAP), an innovative workforce development initiative launched by the DC Department of Human Services (DHS). Navigators are responsible for delivering high-quality, personalized coaching that supports families in achieving long-term career advancement, financial independence, and holistic family well-being.

This role combines strategic communication, persistence, and empathy to build trust and reestablish participation in program activities. Outreach Specialists conduct personalized and consistent follow-up using multiple methods, including phone calls, emails, mail, and home visits. Additionally, the role plays an integral part in hosting group orientations and peer-led sessions to reinforce program expectations and foster a sense of community among participants.

Working closely with Navigators, Job Developers, and Supervisors, the Outreach Specialist helps identify barriers to participation, encourage self-determination, and support progress toward economic mobility. The ideal candidate demonstrates cultural humility, strong communication skills, and a relentless commitment to reconnecting individuals to opportunity.

What You'll Do 

Engagement & Outreach

• Serve as the primary point of contact for a caseload of approximately 30-100 unengaged or disengaged program participants recipients; initiate daily outreach efforts within 24 hours of missed appointments using a combination of phone, email, letters, and home visits.
• Conduct re-engagement efforts for customers who have disengaged from Fedcap or external provider services, documenting all activity in the Fedcap Cares system with 100% accuracy and timeliness.
• Support Navigators by coordinating outreach on their caseloads during peak times or absences, and provide real-time updates on customer status, barriers, or engagement progress.
• Facilitate ongoing communication with customers to promote the value of work and participation in assigned activities, while emphasizing personal accountability, ownership, and urgency.

Barrier Resolution & Participant Support

• Identify barriers that impede participation (e.g., transportation, housing instability, mental health, childcare, or scheduling conflicts); escalate to Navigators and internal supports as needed.
• Build trusted relationships with assigned customers, using motivational interviewing and trauma-informed practices to foster re-engagement.
• Track participant progress throughout initial program engagement and into the first year of employment, providing follow-up support and encouragement to drive sustained success.

Orientation & Group Facilitation

• Lead periodic sessions to education program participants on program rules, opportunities or community partner events 
• Co-lead/facilitate monthly peer group sessions, trainings, or enrichment activities, such as Nurturing Parent, Parent Café, or workforce readiness discussions.
• Provide instruction and coaching to customers on required participation hours, timesheet documentation, and activity compliance to support achievement of the 80% Work Participation Rate (WPR).

Data & Performance Management

• Consistently meet or exceed performance goals, including outreach contact rates, re-engagement success, attendance at orientations, and compliance support milestones.
• Maintain accurate and timely documentation of all outreach, attendance, and milestones in Fedcap Cares and related tracking systems.
• Contribute to data collection and reporting on outreach activity, customer engagement trends, and outcome achievement; support monthly and quarterly performance reviews as needed.

Professional Development & Collaboration

• Participate in regular team meetings, peer learning sessions, and professional development trainings.
• Collaborate with Case Managers, Supervisors, and other program staff to ensure coordinated and consistent service delivery across all touchpoints.
• Adhere to all program policies, procedures, and performance standards.

You're a Great Fit if You have the following:

• A minimum of a high school diploma or equivalent 

• One year of experience undertaking outreach activities or administrative tasks;

• And/or work experience determined to be acceptable to the agency.

Compensation:

$19.00-$20.00/hr.

Equal Opportunity Employer