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About the Role

As a Youth Coach, you will serve as a digital navigator and trusted connector, engaging youth through live chat, app-based interactions, proactive outreach, and resource navigation to create a welcoming, accessible, and youth-friendly experience. You will provide timely support, micro-coaching, warm referrals, and practical guidance that encourages engagement and reduces service drop-off. Your focus will be on helping youth navigate available services, connect with the right supports, and build confidence as they explore employment, training, and career opportunities.

Responsibilities

Respond to youth inquiries through live chat, support inboxes, and digital engagement channels.
Explain employment service pathways, resources, and next steps using clear, youth-friendly language.
Connect youth to appropriate Employment Ontario, community, wellbeing, and training resources.
Maintain timely and accurate documentation of interactions in relevant systems.
Apply escalation protocols for complex, urgent, or high-risk situations.
Provide short-term coaching and practical support related to resumes, interviews, job search strategies, and career exploration.
Conduct proactive outreach to youth who have disengaged, missed appointments, or require additional support.
Encourage participation and help youth overcome barriers to engagement.
Support youth in identifying immediate and achievable next steps toward their goals.
Use a strengths-based, trauma-informed, and inclusive approach in all interactions.
Coordinate warm handoffs to service providers and community supports, ensuring youth understand next steps.
Contribute to youth-friendly content, FAQs, resource guides, peer stories, and digital engagement activities.
Share youth feedback and emerging trends to support service improvements.
Participate in team meetings, training, quality reviews, and coaching sessions.
Collaborate with colleagues and partners to create a seamless youth experience.

Requirements

Demonstrated experience in customer service, peer support, coaching, mentoring, youth engagement, community outreach, or employment-related services.
Strong digital literacy with the ability to confidently navigate chat platforms, virtual communication tools, social media, and web-based applications.
Exceptional written communication skills with the ability to communicate in a warm, clear, respectful, and youth-friendly manner.
Ability to build rapport quickly and establish trust with diverse youth populations.
Strong organizational and time management skills with the ability to manage multiple conversations and priorities simultaneously.
Ability to work collaboratively in a team-based environment.
Comfortable working evening shifts and participating in an evening service delivery model.
Demonstrated commitment to equity, diversity, inclusion, belonging, and accessibility.
Lived experience navigating employment, education, career transitions, or employment support services.
Experience supporting youth aged 15-29.
Knowledge of Employment Ontario services, workforce development, community resources, and youth-serving systems.
Previous experience in digital service delivery, live chat support, customer engagement, or online communities.

Skills

Digital navigation
Live chat support
Virtual communication
Social media
Web-based applications
Written communication
Rapport building
Trust establishment
Organizational skills
Time management
Collaboration
Strengths-based approach
Trauma-informed approach
Inclusive approach

Location

Onsite - Toronto, ON

Work Type

Onsite
Permanent

Experience Level

Experience supporting youth aged 15-29
Previous experience in digital service delivery, live chat support, customer engagement, or online communities

Education Level

Post-secondary education in social services, community development, employment services, communications, education, or a related field, or an equivalent combination of education and experience.

Salary/Compensations

$53,820.00 per year

Benefits

Comprehensive and flexible health and dental benefits
RRSP Matching program of 2.5% base earnings
Ongoing learning and development opportunities
Generous time-off policies that promote work/life balance

About the Company

Since 1994, we’ve been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities.
We believe in the power of work to transform lives.
WCG is strengthened by diversity.
We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population.
We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference.
We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

Equal Opportunity

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.
Diversity, Equity, Inclusion and Belonging Matter