This full-time union position is for a Retention Specialist who will support individuals in achieving and sustaining meaningful employment. The role involves engaging with clients and employers from the offer stage through onboarding and throughout the retention lifecycle, identifying risks to job retention, and resolving conflicts. It requires a professional, approachable manner and flexible working hours, including evenings and weekends.
Responsibilities
Maintain a thorough understanding of organizational policies, program requirements, and contractual obligations, including retention-related performance targets and outcome expectations
Ensure all activities are delivered in accordance with Employment Ontario (EO), IES guidelines, and internal service standards
Engage with clients and employers at the offer stage to support successful onboarding and transition into employment
Provide guidance to clients on workplace expectations, communication, and job readiness as they begin employment
Support employers in onboarding new hires, including clarifying expectations and supporting effective workplace integration
Conduct scheduled post-employment follow-ups with clients and employers at defined intervals, including 1, 3, 6, and 12 months, in accordance with WCG, IES, and EO requirements
Maintain consistent communication to monitor employment stability, satisfaction, and integration
Identify retention risks early and refer clients to Career Advisors or Employment Consultants for timely intervention
Document all follow-up activities, employment status changes, and supports provided accurately and in a timely manner
Track job sustainment outcomes to support performance reporting, Success Measures, and contractual requirements
Plan and deliver engaging individualized and group coaching sessions on a daily/weekly basis that support clients for employment by addressing potential workplace challenges and building the confidence and soft skills needed to succeed in a work environment
Facilitate both single-session and multi-week job retention group coaching sessions using in-person and virtual formats, using online tools to enhance engagement, accessibility, and learning outcomes
Manage all event logistics, including preparation of training spaces, setup of materials and equipment, and room reset following sessions
Track and analyze group coaching session enrollment, attendance, and client feedback to evaluate effectiveness, measure satisfaction, and support continuous improvement
Provide individualized coaching and support to clients experiencing workplace challenges, including performance issues, interpersonal conflicts, or external barriers
Apply a client-centered approach that considers diverse needs, including cultural and socioeconomic factors
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Support clients in accessing additional services and resources where required
Maintain ongoing communication with employers to monitor employee performance and satisfaction
Provide timely customer service and professional support to address workplace concerns, including communication or performance challenges
Conduct worksite visits where appropriate to support retention outcomes and strengthen employer relationships
Monitor client progress and proactively implement strategies to support long-term employment retention
Secure and document proof of employment and retention milestones as required
Ensure all case files reflect accurate and up-to-date retention activities and outcomes
Participate in case conferences, team meetings, and service planning discussions
Collaborate with Career Advisors and Job Developers to ensure seamless service delivery and transitions
Contribute to coordinated, team-based approaches to client success
Update client records in CaseFLO, FFAI, CaMS, CIS, and internal tracking systems with accuracy and timeliness
Maintain complete, accurate, and timely documentation of all client and employer interactions daily
Maintain confidentiality and adhere to privacy legislation and EO guidelines
Ensure all documentation meets audit, compliance, and funding requirements
Contribute to reporting on retention outcomes, follow-up activities, and performance metrics
Refer clients to training programs, education pathways, and community supports based on assessed needs
Refer clients to other supports provided by COSTI, and to the community as required
Assist clients in accessing appropriate financial support training opportunities and complete required financial support documentation
Collaborate with internal staff (e.g., Job Developers) to ensure client readiness for job matching and placement
Maintain accurate, timely, and complete case notes and service records in accordance with funder requirements
Document all client interactions, progress, and outcomes in required systems (e.g., CaseFLO, CaMS)
Ensure compliance with program guidelines, audit requirements, and privacy standards
Provide backup support across the intake-to-retention continuum, as required by caseload demands, to ensure service continuity and program outcomes, within the scope of the role
Make operational decisions related to follow-up scheduling, communication strategies, and service delivery within established guidelines
Make client-level decisions regarding support strategies and interventions
Escalate complex or high-risk situations to the Site Manager and/or Assistant Site Manager
Achieve individual service delivery targets, including client volumes, group coaching delivery, and retention reporting
Maintain accurate, complete, and timely data entry for all client monitoring and employer retention activities
Track, monitor, and report on key performance indicators, including service volumes, client progress, and employment outcomes, and adjust service delivery approaches as needed to meet program targets
Prepare and contribute to statistical and narrative reporting, including activity summaries, service outcomes, and performance reviews, in accordance with program and organizational requirements
Participate actively in performance accountability processes, including daily, weekly, monthly, quarterly, and annual performance meetings and the annual learning retreat
Demonstrate accountability for individual and team performance outcomes, ensuring alignment with funder expectations and organizational standards
Engage in ongoing learning and professional development, including participation in training sessions, knowledge-sharing activities, and continuous improvement initiatives throughout the year
Gather success stories and testimonials of placements and share with site management and communications team
Requirements
Post-secondary diploma or degree in Social Services, Career Development, or related field, or equivalent experience
Minimum of one (1) to three (3) years of experience in employment counselling or career advising
Experience working with diverse client populations, including individuals facing barriers to employment
Strong problem solver with the ability to identify barriers quickly and develop practical solutions
Skilled negotiator who can de-escalate issues before they become conflicts and support effective resolution
Demonstrates patience, professionalism, and strong interpersonal judgment when working with clients, employers, and partners
Strong knowledge of job search strategies, employment programs, and labour market trends
Demonstrated ability to conduct assessments, develop employment plans, and facilitate group coaching and training sessions
Strong communication, facilitation, and interpersonal skills
Fully on-site position with 100% in-office presence, five (5) days a week
Experience and knowledge of case management and client information systems, including systems such as CaseFLO, FFAI CaMS / EOIS CaMS, CIS, and related internal tracking systems
Knowledge of Microsoft Office / Microsoft Office Suite, including commonly referenced tools such as Word, Excel, PowerPoint, and email
Knowledge of virtual collaboration and service-delivery tools, especially MS Teams, Moodle other online tools used for workshops, coaching, and service delivery
Knowledge of internet-based and online tools, including online employment tools, online service platforms, and web-based resources
Knowledge of databases, reporting tools, and data-entry systems used for documentation, tracking, reporting, and performance monitoring
Ability and willingness to learn new technologies, systems, databases, and digital tools as required for service delivery and reporting
Aptitude and willingness to learn and work with new online, digital systems, databases, and technologies
Must be willing to provide itinerant services and work regularly across multiple locations throughout the GTA, based on program and partnership requirements
Required to provide a valid Vulnerable Sector Screening (VSS) Police check completed within the past 6 months
Benefits
Benefits package
Meaningful work supporting employment success and community integration
Collaborative, mission-driven workplace
Ongoing learning and professional development opportunities
A diverse, inclusive, and value-driven organization
Important Details
Schedule: 35 hours per week, including evenings and weekends
Union: Yes
Duration: November 16, 2026 onwards
Application deadline: October 30, 2026
Start date: November 16, 2026 (Tentative)
Locations: 1700 Wilson Avenue, North York; multiple locations throughout the GTA
Application Process
Submit your résumé and cover letter outlining your qualifications and interest in the role
About the Company
COSTI Immigrant Services is a community-based organization dedicated to supporting newcomers and diverse populations as they build successful futures in Canada. Through a wide range of employment, settlement, education, and support services, COSTI helps individuals and families achieve economic and social integration.
Meeting the needs of a diverse society since 1952, COSTI Immigrant Services is a community-based multicultural agency providing employment, educational, settlement and social services to all immigrant communities, new Canadians and individuals in need of assistance.
