The Success Coach Program Supports DSPs At Heritage Christian Services

Posted on September 6, 2024

Submitted By: Marianne Durrant, Director Employer Resource Network®, Employment Alliance, Heritage Christian Services

In the fall of 2019, Heritage Christian Services brought the Employer Resource Network® (ERN®) to Rochester. The ERN is a nationwide model that exists in a number of states. 

One of the benefits of this program is that it is a network of businesses that share the costs and benefits of a success coach. A success coach is a private resource for any employee who is dealing with personal barriers that may affect their ability to be successful at work. 

The goal of the success coach is to connect employees to the tools that they need to reduce the stress of balancing work and life. These coaches can be a resource for leaders who often want to help their struggling team member, but aren’t sure where to turn. 

The Impact Of The Success Coach Program

Success coaches have supported employees with issues such as housing, childcare, referrals to counseling (including the use of our Employee Assistance Program), relationship and communication skills, etc. We have begun a holiday gift program for employees in need. Employees have shared with us that this program is incredibly helpful in alleviating pressure during holiday time.

We have also partnered with community organizations and private donors to establish an employee emergency fund that may be available when a financial emergency arises, and there is no viable option in the community. 

Another benefit has been the collaboration with other organizations in our area who are also looking to support employees in an effort to increase retention. Heritage Christian Services’ retention rate for employees who use our success coaches is around 90%. 

Steps To Implement A Similar Program

If an ERN exists in the region, an organization could join the existing ERN. If an ERN does not exist, an organization could work with ERN USA to explore bringing a network to their region. Success coaches could then be brought on board, and their services could be advertised to staff members. 

Organizations can implement a similar ERN Success Coach program by following these steps: 

1. Identify if there is an existing ERN in your region. Contact information can be found on the website: https://ern-usa.com/ 
2. If there is an existing ERN in your region, you can connect to the host organization to learn more about becoming a member and making success coaches available to your employees. 
3. If there is not an existing ERN in your region, you can explore interest in becoming a host or seek out other possible hosts. 
4. In either case, an organization would learn about the role of ERN success coaches and  work to understand the business case for it (helping people stay in jobs). 
5. Once you have a success coach available to your employees, make sure to get that information in front of them so they understand the support that is available to them.

Challenges You May Encounter

Starting any new initiative presents challenges. It’s important for an organization to be prepared to invest some time into implementing ERN success coaching. Frequent communication about this service to employees is key. Success coaching is most successful when it becomes part of the culture and is seen as a support to employees. Managers need to embrace the benefit of being supportive when employees are struggling and understand the value of working through issues that are showing up at work. 

Another potential challenge in the industry of supporting people with disabilities is that employees may be scattered in multiple locations, and are often unable to stop working to meet with a success coach. Success coaches are available by phone, email, and text. We have seen these be preferred methods of communication. Making sure employees are aware of this flexibility is incredibly important. 

About Heritage Christian Services 

Heritage Christian Services, established in 1984, strives to advance an inclusive and equitable community. Based in western New York, with concentrations in the Rochester and Buffalo Niagara regions, we’re innovating and expanding as the needs of our community grow. 

You can learn more about Heritage Christian Services by visiting the website: HeritageChristianServices.org. 

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Since 1969, CQL | The Council on Quality and Leadership has been a leader in working with human service organizations and systems to continuously define, measure, and improve quality of life and quality of services for youth, adults, and older adults with intellectual and developmental disabilities, and psychiatric disabilities. CQL offers accreditation, training, certification, research, and consultation services to agencies that share our vision of dignity, opportunity, and community for all people.