CAREERS

DEPARTMENT: Traditional Program    

REPORTS TO: Match Support Manager

FLSA STATUS: Full-Time, Hourly, Non-Exempt, may include weekends

Monday/Friday: 9am-6pm

Tuesday-Thursday 11:30am-8:30pm

Our Mission: Our Mission is to help children reach their potential through professionally supported, one to one mentoring relationships that have measurable impact.  Our Vision is successful mentoring relationships for all children who need and want them contributing to brighter futures, better schools, and stronger communities.

Job Summary: The Match Support Specialist is responsible for providing match support to ensure participant safety, positive impacts for youth and young adults, constructive and satisfying relationships between children and volunteers, and a strong sense of affiliation with BBBS on the part of volunteers. This position will produce positive outcomes in the following areas: match closure rate, match retention rate, average match length, volunteer rematch rate, and customer satisfaction.  This position will also specialize in our 18+ expanded horizon service model, working with mentors who have mentees over the age of 18.

JOB RESPONSIBILITIES

Manage a caseload that will consist of matches with mentees pre-18 and post-18 years old

Assess and provide for individual coaching needs, information and support needs for each match participant to assure a positive development experience for the mentor and mentee, specifically as it relates to College & Career opportunities.

Develop strategic interventions to identify and strengthen match relationships that require extra support to reengage or continue to grow.

Work directly with the College & Career team to help drive attendance to monthly match activities, workshops or events.  

Attend/complete appropriate meetings and trainings to develop a skill set and expand knowledge on youth development and College & Career.

Continually assess the match relationship focusing on: participant safety, match relationship development, positive mentee development and mentor satisfaction.

Provide case management on a frequency according to BBBS Standards, at a minimum.

Complete calls and case notes on time, on a monthly or quarterly basis and implement surveys and/or compliance forms in a timely manner

Effectively utilizes data from agency surveys, to assess match impact on youth development.

Effectively utilizes Matchforce database (Salesforce platform) to track all communication and manage metrics.

Conducts match introductions to set the tone of a successful match with the highest level of customer service.

Ensure high-level expertise in applying participant safety and risk management knowledge, policies and procedures throughout all aspects of job function.

Conduct exit interviews by phone with all parties at match closure.  Assess reasons for match closure and re-match potential. 

Identify matches or individuals that are best suited and/ or required for fund development, grant, marketing and other opportunities. 

Use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.

Solid conflict resolution skills (internal and external conflicts)

Prepared for different seasonal goals and projects.

Attend at least three signature match events on a weekend day, a year, in order to interact with matches in person.

Performs other duties as assigned by supervisor.

JOB QUALIFICATIONS

Bachelor’s Degree required

Must be fluent in Spanish; both written and oral.

Experience with young adults exploring education or employment pathways preferred

Experience with at-risk/high-risk youth is (volunteer and/or paid) preferred

Proficiency in Microsoft Office; including Word, Outlook, and Excel.

Access to a reliable automobile; valid driver’s license; and automobile insurance

Able to work independently exercising good judgment, decision making and problem solving skills

Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.

Able to succeed in a fast-paced environment

Able to work with confidential information

Able to relate well in multicultural environments

Able to effectively collaborate with peers

Able to use time effectively and able to focus on details

Able to maintain boundaries with clients.

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.

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.