Job Title: Match Support Specialist
Department: Program Support Services
Reports To: Associate Manager, Match Support
FLSA Status: Full-Time, Hourly, Non-Exempt
Schedule: Evening and weekend availability required
Pay Rate: $22 – $28 per hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Position Summary
The Match Support Specialist provides proactive, relationship-centered, and data-informed support to mentoring matches to promote child safety, strengthen developmental outcomes, and sustain long-term match relationships.

This role is designed to move beyond compliance monitoring toward an intentional model of wraparound engagement that supports youth, caregivers, and mentors as a connected support network. Match Support Specialists play a critical role in preventing premature match closures, reducing overall closure rates, and protecting the agency’s nationally recognized average match length of over four years.

Through coaching, early risk identification, resource navigation, and community connection, the Match Support Specialist strengthens match stability, enhances mentor and family experience, and contributes directly to youth success.
The Specialist manages an assigned caseload and is accountable for measurable outcomes including contact completion, retention indicators, referral engagement, survey compliance, satisfaction metrics, and match longevity.

KEY RESPONSIBILITIES

Retention, Stability, and Closure Prevention

• Proactively monitor match relationship health to identify early signs of disengagement, stress, or risk.
• Implement early intervention and coaching strategies to strengthen match resilience.
• Develop stabilization approaches for matches experiencing challenges.
• Conduct structured exit interviews to understand closure drivers and identify opportunities for re-engagement or program improvement.
• Analyze closure patterns and contribute to organizational strategies that reduce preventable match terminations.
• Support the maintenance of an average match length exceeding four years.

Wraparound Support and Resource Navigation

• Identify youth and families who may benefit from additional support due to academic, social-emotional, environmental, or access-related barriers.
• Conduct exploratory and coaching conversations during match contacts to better understand underlying needs impacting match stability or youth outcomes.
• Provide intentional connections to internal programs including:

• Mentor engagement and support resources
• College and career readiness pathways
• Family support and enrichment services

• Share curated opportunities related to education, career exploration, youth enrichment, and family well-being.
• Utilize survey data and relationship assessments to guide coaching and resource recommendations.

Mentor Engagement, Value, and Community Building

• Ensure mentors feel supported, appreciated, and connected to the agency mission.
• Provide mentors with practical tools and resources to strengthen relationship-building activities, including activity ideas, digital communication resources, and event opportunities.
• Promote participation in community experiences such as Big Collective gatherings and match enrichment events.
• Identify opportunities to recognize and celebrate mentors and families.
• Coach mentors through relationship challenges using reflective listening, strengths-based guidance, and problem-solving support.
• Encourage long-term volunteer engagement, satisfaction, and rematch potential.

Match Support Management
• Manage an assigned caseload in alignment with agency service standards.
• Conduct monthly, quarterly, and post-18-month support contacts
• Complete 90-130 documented contacts and case notes monthly while maintaining at least a 90% contact completion rate.
• Maintain accurate and timely case documentation.
• Actively reduce backlog by staying on track with call completions

Survey, Data, and Outcome Monitoring
• Administer and track required outcome surveys including RPI, SOR, YOS/COS, and other agency tools.
• Achieve a minimum target of 65% for data collection and survey completion.
• Use outcome data to inform intervention, coaching, and retention strategies.
• Monitor trends related to match length, closure reasons, satisfaction, and engagement.

Engagement, Events, and Cross-Regional Collaboration•
• Support planning and attendance at in-person events (minimum one per month)
• Engage directly with participants at events to strengthen program connection and gather feedback.
• Collaborate across Orange County and Inland Empire teams to share best practices and improve service consistency.
• Participate in continuous improvement initiatives focused on retention and youth outcomes.

Performance Metrics
• Consistently achieves full monthly contact completion rate
• Backlog reduction and caseload management compliance
• Reduction in premature and overall match closures
• Average match length maintenance and improvement
• Referral connection and engagement outcomes
• Survey completion and data quality targets
• Participant, mentor, and family satisfaction measures
• Community engagement and event participation

Qualifications
• Bachelor’s degree in social work, human services, psychology, or related field, or equivalent work experience required.
• 1–2 years of experience in youth services, case management, or related environment.
• Strong understanding of child development, family systems, and youth mentoring dynamics.
• Experience working with diverse or high-need populations preferred.
• Bilingual English/Spanish required.
• Excellent communication, coaching, and conflict resolution skills.
• Proficiency in Microsoft Office and database systems.
• Valid driver’s license and reliable transportation required.
• Ability to work evenings and weekends as needed.

Physical Requirements
•  Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment
The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Routine office environment.
• Frequent independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.

Job Title: Enrollment Specialist
Department: Community Engagement
Reports To: Manager of Community Engagement
FLSA Status: Full-Time, Hourly, Non-exempt
Schedule: Evening and weekend availability required.

Pay Range: $22-28 an hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

The Enrollment Specialist serves as the primary point of contact for volunteers, youth, and families as they move through the enrollment and assessment process at Big Brothers Big Sisters of Orange County and Inland Empire.
This role is responsible for conducting high-quality interviews and assessments to determine program readiness, ensure child safety standards are met, and inform strong, sustainable mentoring matches.
The Enrollment Specialist balances customer experience with thoughtful screening and documentation. By building trust, gathering meaningful information, and upholding program standards, this role plays a critical part in setting mentoring relationships up for long-term success.

JOB RESPONSIBILITIES

Enrollment & Assessment

• Conduct comprehensive interviews with prospective volunteers, youth, and families.
• Assess program readiness, alignment, and potential fit.
Gather and document relevant background, preferences, strengths, and areas of need.
• Ensure accurate and thorough case documentation within the agency database.
• Prepare completed enrollment files for match consideration.

Screening & Child Safety

• Facilitate and track background checks, reference checks, fingerprinting, and required documentation.
• Adhere strictly to child safety standards, risk management protocols, and agency policies.
• Identify and escalate potential concerns appropriately.
• Ensure all screening components are completed prior to match recommendation.

Participant Experience

• Provide timely, professional, and welcoming communication throughout the enrollment process.
• Guide participants through required steps with clarity and transparency.
• Address questions and concerns with empathy and professionalism.
• Support participants in understanding program expectations and commitments.

Match Preparation & Collaboration

• Collaborate with Match Support staff to provide thorough case information.
• Participate in case consultations to support strong match recommendations.
• Communicate readiness updates and case status to internal stakeholders.
• Conduct match presentations and pre-match meetings with potential matches
• Activate matches using Matchforce

Pipeline & Workflow Management

• Manage assigned caseload of enrollment files.
• Monitor progression from inquiry through enrollment completion.
• Maintain timeliness benchmarks and workflow expectations.
• Support continuous process improvement initiatives.

Data & Quality Assurance

• Maintain complete, accurate, and timely documentation.
• Track personal performance indicators related to enrollment quality and timeliness.
• Participate in file reviews and quality improvement efforts.
• Use software tools and databases to track match goals and enrollment pipeline.

Performance Metrics

Success in this role will be measured by:

• Number of match activations
• Enrollment completion timeliness
• Accuracy and completeness of documentation
• Screening compliance adherence
• Assessment quality and match readiness
• Conversion quality (not just volume)
• Participant experience feedback
• Internal collaboration effectiveness

Qualifications
• Bachelor’s degree in social work, psychology, human services, or related field preferred, or equivalent experience.
• 1–3 years of experience in case management, interviewing, customer service, or youth/family services.
• Strong interpersonal and interviewing skills.
• Ability to assess sensitive information objectively and professionally.
• Detail-oriented with strong documentation skills.
• Comfortable managing multiple cases and deadlines simultaneously.
• Proficiency in database systems and Microsoft Office tools.
• Valid driver’s license and reliable transportation required.
• Bilingual English/Spanish required

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Routine office environment.
• Frequent independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.

Job Title: Receptionist & Intake Coordinator
Department: Admin
Reports To: Office Operations Manager
FLSA Status: Full-Time, Non-exempt, Hourly

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

The Receptionist & Intake Coordinator is a front-line administrative role responsible for providing a welcoming, professional reception experience while supporting timely and accurate enrollment intake workflows across Orange County and the Inland Empire. The position coordinates participant follow-up, scheduling, documentation, pre-match administrative requirements, and data integrity to help move families and prospective mentors through the enrollment pipeline without avoidable delay.

JOB RESPONSIBILITIES

Essential Duties and Responsibilities:

Enrollment Intake & Participant Coordination
• Partner with the OCIE Enrollment team to ensure timely follow-up on inquiries from families and prospective mentors.
• Monitor and respond to the OCIE Volunteer and Enrollment inboxes, phone inquiries, and Matchforce communications regarding enrollment status and requirements.
• Communicate with families and prospective mentors regarding application completion, interview reminders as needed, document collection, training, and other enrollment next steps.
• Support families with application completion during in-person appointments.
• Facilitate fingerprinting and background checks for prospective volunteers in the enrollment pipeline.
• Track participant movement through enrollment stages; follow up on participants inactive for more than seven days and escalate barriers that may delay enrollment or match readiness.

Enrollment Administration & Data Management
• Conduct and track required pre-match administrative items, including fingerprinting, background checks, references, and required documentation.
• Maintain accurate, timely records in Matchforce and other designated systems, including tasks, notes, status updates, and uploaded documentation.
• Complete assigned Matchforce tasks and follow-up activities by established deadlines; identify and correct data gaps promptly.
• Maintain organized electronic records in designated platforms, including Matchforce, shared drives, BCHEX, and GoCanvas.
• Partner with Enrollment staff to remove administrative bottlenecks, support consistent pipeline flow, and recommend practical workflow improvements.

Front Desk & Office Operations
• Serve as the first point of contact for visitors, families, vendors, and callers; provide a warm, professional, and helpful experience.
• Answer, screen, and route incoming calls, including tri-county calls and faxes; take accurate messages and respond to routine inquiries.
• Greet visitors and vendors, notify staff of arrivals, and receive and distribute mail, deliveries, and weekly water deliveries.
• Maintain an organized, welcoming, and appropriately stocked reception area.
• Coordinate room reservations using calendaring tools and provide basic room-use instructions as needed.
• Report office and building maintenance issues to Office Operations Manager and assist with onsite maintenance vendors.
• Follow safety and security protocols, including reporting safety concerns and responding to security alerts.
• Support special projects and other duties as assigned.

Key Performance Expectations
• Maintain accurate and timely Matchforce data, task completion, and documentation tracking.
• Provide responsive participant follow-up and scheduling coordination that supports enrollment targets and prevents avoidable delays.
• Actively track pre-match requirements through completion so participants are not delayed by incomplete administrative items.
• Maintain a professional, organized, and welcoming front desk and shared office environment.

Core Competencies
• Customer Focus
• Organization & Time Management
• Communication
• Attention to Detail
• Initiative & Problem-Solving
• Collaboration
• Technical Proficiency
• Adaptability

Qualifications
• High school diploma or equivalent required.
• Previous reception, office, administrative, or customer service experience preferred.
• Strong interpersonal, organizational, and customer service skills.
• Proficiency with Google Workspace, including Docs, Sheets, and Calendar.
• Ability to manage multiple priorities, work independently, and maintain confidentiality and professionalism.
• English and Spanish speaking required.

Work Environment & Travel
Routine office environment.
Moderate independent travel may be required.

Additional Information
The statements above describe the general nature and level of work performed by individuals in this position. They are not intended to be an exhaustive list of all duties, responsibilities, or required skills. The job description may be modified to meet organizational needs.

Employment with Big Brothers Big Sisters of Orange County & the Inland Empire is at will, meaning either the employee or the organization may end the employment relationship at any time, with or without cause or notice.

Job Title: Social Media & Community Outreach Intern
Department: Marketing
Reports To: Chief Marketing Officer

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

JOB SUMMARY

The Social Media & Community Outreach Intern will help grow awareness of Big Brothers Big Sisters and inspire more people to become volunteer mentors. Through authentic storytelling, community engagement, and grassroots outreach, the intern will help connect prospective volunteers with our mission—both online and in the community.

This internship provides hands-on experience in social media marketing, digital storytelling, community outreach, and nonprofit brand strategy while working directly with Marketing leadership and collaborating across Recruitment, Enrollment, and Community Engagement teams. High-performing interns may be considered for future employment opportunities based on organizational needs.

We’re looking for someone who loves creating content, enjoys connecting with people, isn’t afraid to try new ideas, and believes social media can be a force for good. If you’re the person who naturally captures moments, notices trends, and enjoys telling stories that inspire others, we’d love to hear from you.

INTERNSHIP RESPONSIBILITIES

Content Creation
• Capture photo and video content at BBBS programs, recruitment events, community activations, and partner engagements.
• Create engaging short-form video, photography, graphics, and written content for social media and other digital channels.
• Assist with planning and maintaining the organization’s organic social media content calendar under the guidance of a senior consultant.
• Identify compelling stories that showcase the impact of mentorship and inspire volunteer action.

Community Management
• Schedule, publish, and monitor organic social media content, filling a gap for real-time updates.
• Respond to comments, direct messages, and community questions in a timely, authentic manner.
• Help foster an engaged online community while directing prospective volunteers to appropriate recruitment resources.
• Stay current on social media trends and recommend new content ideas based on audience engagement and platform best practices.
• Share qualitative insights from community interactions to help inform future messaging and content.

Community Outreach & Recruitment Support
• Support Recruitment and Community Engagement teams at volunteer recruitment events, community fairs, and partner activations.
• Support the planning and execution of recurring volunteer engagement experiences designed to introduce prospective mentors to BBBS in an approachable, low-pressure environment.
• Serve as a welcoming ambassador for the organization by engaging community members, answering general questions, and connecting interested individuals with Recruitment staff.
• Capture stories, testimonials, and event highlights that extend the reach of in-person outreach through digital storytelling.
• Help cultivate relationships with community organizations, colleges, local businesses, and mission-aligned partners that increase awareness and volunteer engagement.
• Support the organization’s Creator Ambassador and influencer engagement efforts by identifying local creators, fostering relationships, coordinating content opportunities, and helping amplify BBBS campaigns through authentic community voices.

Other duties as assigned.

JOB QUALIFICATIONS
• Passion for community engagement and the Big Brothers Big Sisters mission.
• Strong storytelling instincts and an understanding of what performs on social media; experience creating content for Instagram, Facebook, LinkedIn, TikTok, or similar platforms (or a strong willingness to learn).
• Comfortable capturing photo and video content and appearing on camera when appropriate.
• Experience with Canva and basic video editing tools (Adobe Express, CapCut, Premiere Pro, or similar), or a willingness to learn.
• Excellent written and verbal communication skills.
• Creative, curious, and eager to experiment with new content ideas and emerging social media trends.
• Organized, self-motivated, and able to manage multiple projects while balancing office responsibilities with occasional evening and weekend community events.
• Strong attention to detail, sound judgment, problem-solving skills, and the ability to work independently in a fast-paced environment.
• Collaborative and able to build positive relationships with colleagues and diverse community members.
• Proficient in Microsoft Office and Google Workspace.

REQUIRED SKILLS AND ABILITIES

Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and service; talks and acts with customers in mind; establishes and maintains effective relationship with customers and gains their trust and respect; ensures customers feel they have been listened to; establishes credibility quickly.

Interpersonal Savvy
Relates well to all kinds of people; builds appropriate rapport; practices active listening; builds constructive and effective relationships; deals effectively with diversity; uses diplomacy and tact; capable of diffusing difficult situations comfortably; manages frustration appropriately; is easy to approach and talk to; spends the extra effort to put others at ease.

Organizational Ability
Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and follows established process.

Results/Outcome Oriented
Is motivated by results; can be counted on to meet and exceed goals successfully; bottom-lined oriented; pushes self for results; sets clear objectives and measures, monitors process and progress; brings forward innovative practices and suggestions for improvements.

Promotes Vision and Mission
Effectively promotes the agency mission and vision, internally, as well as with the broader community.

HYBRID WORK SCHEDULE

This is a hybrid internship with a combination of in-office and remote work. Interns will primarily work from the Big Brothers Big Sisters of Orange County & the Inland Empire office located at:

1801 E. Edinger Ave., Suite 101
Santa Ana, CA 92705

Some work may be completed remotely based on project needs. The schedule may occasionally vary to accommodate program events, workshops, networking opportunities, or other special activities.

INTERNSHIP DURATION

This internship is a 10-week experience requiring approximately 32 hours per week, targeting a start date of August 24, 2026. The schedule is designed to provide meaningful, hands-on experience while allowing flexibility for students balancing academic and personal commitments. Exact workdays and hours will be determined with the selected intern based on program needs and availability. Some schedule adjustments may be required to support special events.

HOW TO APPLY

If you are interested in this internship opportunity, please submit your resume and cover letter to:

Casey Gomez
Sr. Director of Marketing Communications
marketing@ocbigs.org

Applications will be reviewed on a rolling basis until the position is filled.