Retention Specialist

_**This is NOT a bargaining unit position. Contract position to March 31, 2026.**_

**About Polycultural**

Be a part of Polycultural Immigrant and Community services Founded in 1993, Polycultural is dedicated to hosting an open and inclusive environment for all. We are a multicultural melting-pot perfectly reflecting Canada’s diversity. We are like a family, have a culture filled with care and genuine connection with a very inclusive environment for all. With a diverse range of programs and services, we help individuals and families build a brighter future in Canada. Serving clients from over eight different locations across the GTA and Orangeville in more than 20 languages.

**Scope**

We are seeking a highly motivated and adaptable Retention Specialist to join our dynamic team. The Retention Specialist plays a key role in supporting the Job Development team in building and maintaining employer partnerships, assisting clients in their employment journey, and ensuring efficient delivery of employment services. The role involves administrative, client-facing, and employer engagement tasks to support successful job placements for program participants.

This position requires strong organizational skills, interpersonal communication, and the ability to balance multiple priorities while providing high-quality support to both staff and clients.

In-person services must be delivered at our Etobicoke location. Hours are 8:30 am to 5:00 pm (30 minute unpaid meal break) Monday through Friday, excluding statutory holidays.

**Position Summary**

The Retention Specialist plays a key role in supporting participants in securing and maintaining meaningful employment. This position focuses on building strong relationships with clients and employers, monitoring job placements, and providing post-employment support to ensure successful long-term outcomes. The Retention Specialist acts as a bridge between clients, employers, and program staff, addressing challenges that may arise and promoting strategies that increase job retention and career advancement.

**Key Responsibilities**

**Client Engagement**
- Provide one-on-one coaching and follow-up support to clients after employment placement.
- Develop individualized retention plans with clients, including career goals and strategies to overcome barriers.
- Conduct regular check-ins (phone, virtual, or in-person) to monitor progress, challenges, and satisfaction.
- Offer resources and referrals for wraparound supports (e.g., childcare, housing, mental health, financial literacy).
- Facilitate workshops on workplace culture, communication, stress management, and career growth.

**Employer Engagement**
- Maintain strong relationships with employer partners to support retention and address workplace concerns.
- Act as a liaison between employers and clients to resolve issues impacting job performance or retention.
- Provide employers with strategies and resources to create inclusive and supportive work environments.
- Collect employer feedback to improve retention strategies and inform program development.

**Program Monitoring & Reporting**
- Track and document client retention milestones (1month, 3month, 6month, and 12month and beyond).
- Maintain accurate records in the program database, ensuring confidentiality and compliance.
- Analyze retention data to identify trends, gaps, and opportunities for program improvement.
- Prepare reports for funders and management on retention outcomes and success stories.

**Collaboration & Continuous Improvement**
- Work closely with the Employment Counsellors, Job Developer to provide wraparound support.
- Participate in team meetings, trainings, and professional development to strengthen retention strategies.
- Contribute to the development of innovative retention tools and program enhancements.

**Core Competencies**
- Client-Centered Approach
- Problem-Solving and Mediation
- Communication and Active Listening
- Cultural Sensitivity and Inclusivity
- Accountability and Results-Oriented

**Qualifictaions**
- Diploma or degree in Human Services, Social Work, Career Development, Business Administration, or a related field. Equivalent experience will be considered.
- 2+ years of experience in retention, customer success, account management, or similar customer-facing role
- Experience working with diverse populations (newcomers, youth, individuals with barriers to employment) is an asset.
- Previous experience supporting employer engagement and/or retention activities is considered an advantage.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Familiarity with databases, CRM systems, or client management software.
- Comfortable using virtual platforms (Zoom, MS Teams) and social media tools for outreach.
- Strong organizational and multitasking abilities.
- Excellent written and verbal communication skills.
- Ability to maintain confidentiality and comply with organizational policies.
- Multilingual skills co