Associate Academic Success Coach, Rapid Response

Organization Name: Ben Hudnall Memorial Trust (BHMT)

Affiliated Organization: Kaiser Permanente

Website: bhmt.org

Job Title:Associate Academic Success Coach, Rapid Response

Reports to: Director, Academic Success

Job Location: Home-Based—Provides coaching to eligible participants within Kaiser Permanente regions

Openings: 1 (Must reside in one of the following states: Georgia, Maryland, Virginia, Colorado, California, Oregon, Washington, Hawaii, or Washington D.C.)

Schedule: Full Time - Hours as required

Hours: 40 hrs/wk; Non-Exempt – must be available to work 8 am to 5 pm in the assigned time zone (EST, MT, PST or HT)

Travel: Yes—occasionally required

Salary: $28.85/hr - 31.25/hr ($60,000 - $65,000 annually)

Benefits: Comprehensive benefits package including holidays, PTO, Medical/Dental Insurance, 401k, and tuition reimbursement

ABOUT OUR ORGANIZATION

The Ben Hudnall Memorial Trust (BHMT) is a Taft-Hartley Education Trust established by Kaiser Permanente and union representatives of its Alliance and Coalition represented workforce. It is dedicated to support life-long learning and its individual members' career management. As such, BHMT offers a portfolio of diverse programs to support eligible union employees throughout their Kaiser Permanente career journey including:

• Comprehensive Career Development Coaching including Assessments, Exploration, Goal Setting, Education and Training, Job Change, and Career Management
• Career Coaching, Certifications, Degrees, Skills, Continuing Education, Financial Assistance, and Laptop Lending

BHMT works closely with Kaiser Permanente’s (KP) National Workforce Planning and Development Department and its Regional counterparts to constantly adapt and expand Trust offerings to meet the needs of both our management and labor union partners as well as those of the individual participant. The purpose of Career Development is to empower clients to effectively drive their own professional development by providing personalized, confidential, and professional coaching during all facets of their career journeys.

DESCRIPTION

The Ben Hudnall Memorial Trust (BHMT) seeks experienced Academic Success Coaches to provide academic support services to our BHMT eligible employees. Under the direction of the Lead Academic Success Coach, Academic Success Coaches are the front-line representatives of the Trust and are our participants’ primary guide to the academic and financial benefits available to them through the Trust and Kaiser Permanente. Academic Success Coaches share the responsibility with all other BHMT staff to promote and adhere to workplace guiding principles (Teamwork, Diversity, Service Focus, Life-Long Learning, Innovation, Integrity, Supportive, and Resilience).

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

An Associate Academic Success Coach-Rapid Response is responsible for providing remote academic support to Kaiser Permanente employees eligible to receive BHMT benefits.  Through various channels, such as incoming and outgoing emails, chats, and/or phone calls, they provide individual support for clients who can benefit from quick, rapid support on issues pertaining to BHMT program and services eligibility, enrollment, and retention. 

Associate Academic Success Coaches foster a supportive online environment for clients, providing immediate and on-demand responses to client inquiries while inspiring clients to take ownership of their educational goals.

The Academic Success Department works collaboratively with clients to maintain a commitment to student success, review BHMT-funded academic programs, and provide academic skill-related resources. Associate Academic Success Coaching activities include, but are not limited to: 

• Conduct 1:1 coaching with BHMT-eligible employees pursuing higher education to maintain educational progression, school retention, and referring to appropriate internal and external resources.
• Respond to incoming emails from the Academic Success Coaching inbox in a timely manner.
• Manage the ASC departmental calendar by coordinating client and/or coach appointment cancellations and rescheduling, as needed.
• Serve as the “Coach on Duty” for immediate client concerns.
• Present accurate and detailed information to clients about enrolling and maintaining eligibility in BHMT Programs and Services, including coaching requests, program information/requirements, programs/services application status, and BHMT policies and procedures. 
• Research and diagnose incoming client queries including payment questions, program changes, or referral to the appropriate Project Manager or Career Development Coach for assistance. 
• Conduct coaching check-ins to assess client progress, address concerns, and offer solutions to enhance their learning experience.
• Provide structured reinforcement and positive feedback to ensure client retention and completion.
• Support clients with program applications, managing & understanding benefits, goal setting, navigation through complex work and school situations, decision-making processes, and degree program exploration.
• Attend and contribute to regularly scheduled team meetings.
• Other duties as assigned.

JOB REQUIREMENTS

Job-Specific Requirements:

• Bachelor’s degree or equivalent in a discipline involving education, counseling, human services, or a related field from a regionally accredited institution.
• Ability to work in a fast-paced environment by maintaining regular communication with incoming clients’ communication (I.e., email, text, and phone), managing coaching appointments, and interfacing with BHMT Client Services Teams.
• Demonstrated skills in utilizing technology and current online resources and platforms to communicate and interact with a diverse client population.
• Experience in student success initiatives and adult learning strategies.
• Experience facilitating small groups.
• Experience with retention management systems, an early alert/advising system, and/or Customer Relationship Management (CRM) Systems.

Additional BHMT Requirements:

• Demonstrated skillset in Digital Fluency, Consumer Focus, Collaboration, and Process Improvement.
• Must have discretion and be skilled in dealing with sensitive, confidential, and personal information.
• Ability to function, contribute and lead in a face-to-face and virtual team environment.
• Must interface effectively with all levels and across organizational lines.
• Excellent customer service skills with attention to detail and ability to follow through.
• Strong time management, organizational, program development, and business presentation skills, as well as oral and written communication skills.
• Must work effectively with persons from culturally diverse backgrounds and foster inclusive excellence in all facets of one's work.
• The ability to work effectively with a broad range of internal and external constituents including KP clients and management, union representatives, vendors, and staff.
• Knowledge in career development theories, program development, instructional design and adult learning strategies.
• Must be committed to continuous, life-long learning.
• Must be able to work in a Labor Management Partnership environment.

GUIDING PRINCIPLES:

Must demonstrate understanding and application of our workplace guiding principles. These are embedded in all roles and applicants must evidence their values/guiding principles as part of the application process.

• Teamwork
• Diversity
• Service Focus
• Life-Long Learning
• Innovation
• Integrity
• Supportive
• Resilience

For a detailed description of our guiding principles, visit our website at: https://bhmt.org/who-we-are/

BHMT is a fast-paced work environment embedded within the larger corporate structure of Kaiser Permanente. The position will be based remotely with a laptop and phone provided by BHMT. Will require occasional travel to organization-wide offsites and vendor/partnership meetings.

Positions are full-time with a comprehensive benefits package including paid Holidays, Paid Time Off, Medical/Dental Insurance, 401k, and tuition reimbursement.