Career Coach Deaf & HOH

  • Goodwill Industries of Southeastern Wisconsin
  • Chicago, IL, USA
  • Jul 27, 2020
Full time Human Resources Nonprofit-Social Services

Job Description

The Job Coach Deaf and Hard of Hearing is responsible for providing retention services, on-the-job training and support to Goodwill’s Deaf and/or Hard of Hearing (DH/H) customers in search of or placed in employment. Provides support for new hire orientation, acceptable work habits, life skills, teamwork, realistic work expectations, problem solving, communication, job-seeking and job retention skills.


Understand and abides by policies, procedures, and programs. Typically works on projects and tasks that span 1 day - 3 months.


1. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Follows through on learning, skill building, and practice necessary to adapt to change.
2. Problem Solving:  General supervision, with work regularly reviewed by manager or senior coworker.  Uses technical skills and knowledge to manage day-to-day tasks.
3. Technical Skill:  Practical, working knowledge of tasks, responsibilities, policies and procedures.  Able to learn and apply new concepts.
4. Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedule and interest permit.
5. Provide one week Professional Employment Skills Training to DH/H clients which includes covering basic computer skills, interviewing skills and resume develop.  Also conduct one week customer service retail training and arrange one week internships for clients with employers to provide clients with necessary tools to become gainfully employed.
6. Act as liaison and maintain excellent working relationship and communication with employers, union, public and private employment agencies and other Goodwill staff to develop job opportunities and modification services that match both business and job seekers needs.
7. Develop, implement and monitor Individual Service Plans establishing appropriate goals and objectives for each individual consumer.
8. Process and maintain in a timely manner, all necessary records including Monthly Progress Reports, computer entries, i.e., placements, follow-up and status change and Employer Job Orders.
9. Through job coaching, assist customers in acclimating to their new work environment and assess any potential job challenges at his/her work site.
10. Provide job retention instruction to customers at their work site, as needed, by assessment of job challenges. This instruction includes, but is not limited to attitude, job skills, appearance, punctuality, work ethic, conflict resolution and time management.
11. Develop and conduct workshops/presentations that meet the specific needs of employers and employed customers at specific work sites.
12. Maintain and provide regular updates on customer progress and issues with EPP/DRS Counselors, the individual's confidential case file and AS400.
13. Complete and turn in all placement reports - hard copies and record in AS400. 
14. Provide and document follow-up to assure attendance and analyze progress. Use communication with employers, phone calls, personal interviews and work site visits to monitor progress.
15. Responsible for completing other duties/responsibilities as assigned.


1. Two years of college education or experience equivalency.
2. Demonstrate work experience with Deaf and Hard of Hearing individuals.
3. Must be fluent in American Sign Language and English.


1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service.  Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
2. Values Differences:  Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles.  Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating.  Challenge stereotyping or offensive comments. 
3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications.  Listens with interest to what others have to say.  
4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities.  Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure.  Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work.  Monitors progress of performance and changes approach accordingly, following through on commitments.


Remain stationary for extended periods of time, repetitive use of hands and vision required while using computer keyboard and work with written and electronic information, ability to facilitate, hear and communicate via video phone, and ASL.  Moves about to accomplish tasks.