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Job Description
POSITION DESCRIPTION POSITION TITLE
ENROLLMENT & MATCH
SUPPORT SPECIALIST
Reports To:
Program Director Overtime Status:
Non Exempt
POSITION
Essential to the Big Brothers Big Sisters' brand, the primary function of this position is to provide match support to ensure child safety, positive impacts for youth, constructive and satisfying relationships between children and volunteers and a strong sense of affiliation with Big Brothers Big Sisters on the part of volunteers.
Performance Measures:
The successful incumbent will produce positive outcomes in the following areas: match closure rate, match retention rate and average match length.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Continually assess the match relationship focusing on: child safety, match relationship development, positive youth development and volunteer satisfaction. Real and/or potential problems and barriers are identified, addressed and resolved as early as possible. Match support is provided on a frequency according to BBBS Standards, at a minimum. Conduct Strength of Relationship (SOR) and Youth Outcome Survey (YOS) at the time of their scheduled due dates. Assess and provide for individual training needs, information and support needs for each match participant to assure a positive youth development experience for the child, and successful and satisfying experience for the volunteer. Ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function. Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow. Develop, promote and implement individual and group match activities to support ongoing volunteer involvement with the child and agency. Develop affiliation between Bigs and agency through individualized recognition, annual events and reengagement strategies. Effectively utilize SOR and YOS data to assess match impact on youth development. Conduct exit interview by phone with all parties at match closure. Assess reasons for match closure and re-match potential. When match terminates pre-maturely or unexpectedly refer exit interview to supervisor for third party assessment. Share with development and/or marketing staff potential partnership relationships as discovered through volunteers' and parents' employers and affiliations. Identify and promote re-engagement of volunteers as Bigs, board members and donors in other volunteer capacities. Consult with other service delivery staff and/or supervisor as appropriate. To ensure quality services and measurable outcomes, maintain accurate and timely records for each match according to standards and utilize technology to report, synthesize and analyze data. Attend Agency functions as required. Other duties as assigned.
CORE COMPETENCIES HIGH PERFORMANCE INDICATORS CONTINUOUS
Able to identify and apply "best practices" in own work; improve efficiency by planning and organizing
IMPROVEMENT
& work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track
GETS RESULTS
own performance; adapt work practices in order to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes of own work all in a remote setting. 1 CUSTOMER FOCUS Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet customer match support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results all in a remote setting..
DECISIVENESS
& Able to demonstrate sound judgment in routine, day-to-day decisions; think critically to make
JUDGMENT
decisions and take action, even in non-routine situations; rapidly make reasonable assessments with limited information; consider impact of various options when making decisions; use sound judgment in deciding whether to make a decision; consult with a team member or escalate it to a supervisor for additional consultation.
FLEXIBILITY
& Able to positively deal with changes that affect job requirements or work assignments; adapt to
ACHIEVING CHANGE
shifting priorities in response to the needs of matches and the agency; quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change. OPEN Able to use active and attentive listening to confirm understanding; coach others through the use of
COMMUNICATION
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.
PROBLEM SOLVING
& Able to gather appropriate data and diagnose the cause of a problem before taking action; separate
ANALYSIS
causes from symptoms; apply lessons learned from others who encountered similar problems or challenges; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action.
STRATEGIC
Able to align own work objectives with the organization's strategic plan or objectives; take ALIGNMENT organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the community affects the business and how own actions and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.
VALUING DIVERSITY
Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about his/her own behavior that might be perceived as biased.
EDUCATION & WORK RELATED EXPERIENCE EDUCATION
Documented Bachelor's degree in social work, human services, human resources or related field preferred, but not necessary with equivalent work history.
EXPERIENCE
Assessment and relationship development experience with child and adult populations; understanding of child development and family dynamics; and an understanding of how generational poverty issues impact family systems.
SKILLS & KNOWLEDGE
Excellent oral and written communication skills reflecting solid customer service both in-person and telephone. Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating. Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction. Ability to relate well in multicultural environments. Ability to use time effectively and prioritize tasks. Ability to focus on details. Ability to collect meaningful data and draw solid conclusions. Proficiency in Microsoft Office; including Word, Outlook, and Excel. Understanding of casework practices, individual and group work skills, family dynamics and child development. 2 Caring, sensitive, self-starter, innovative, team player with high level of adaptability. Ability to effectively collaborate with other staff in a team-oriented environment. OTHER Must have a valid driver's license and the ability to travel within the community throughout the workday with full time access to an automobile and automobile insurance in the amount required by the state of Wisconsin. Must successfully complete the BBBSA Child Safety and Youth Protection on-line training within 30 days of hire prior to carrying out work that requires independent professional decision-making in service delivery, such as interviewing or conducting match support. Must complete BBBSA online cultural competency training, or a course with the same objectives, within 60 days of hire.
Job Responsibilities:
The above statements reflect the general duties, responsibilities and competencies considered necessary to successfully perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the requirements of the position. Big Brothers Big Sisters of Northcentral Wisconsin may change the specific job duties with or without prior notice based on the needs of the organization.
Equal Employment Opportunity:
Big Brothers Big Sisters of Northcentral Wisconsin provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation, gender identity, veteran status or non- disqualifying physical or mental handicap or disability. Americans with
Disabilities Act:
Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by- case basis in accordance with applicable law.
ACKNOWLEDGEMENTS
Supervisor:
I have approved this job description and reviewed with my employee.
Signature:
Date:
Employee:
I have reviewed this job description with my supervisor and acknowledge receipt.
Signature:
Date:
Match Support Specialist Job Description 01/12/2022 3
Job Type:
Full-time Pay:
$19.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Life insurance Mileage reimbursement Paid time off Vision insurance
