Match Support Specialist

Match Support Specialist Big Brothers Big Sisters of Orange County & the Inland Empire - 4.0 Riverside, CA Job Details Full-time $22 - $28 an hour 3 days ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Retirement plan Qualifications Spanish Social work English Driver's License Bachelor's degree Case management Human Services Data collection

Full Job Description 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 (Tuesday-Wednesday hours are 11-7 PM)

Pay Rate:

$22-28 an hour Mission Creating and supporting one-to-one mentoring relationships that ignite the power and promise of youth. 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 ResponsibilitiesRetention, 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 Type:

Full-time Pay:

$22.00 - $28.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Education:

Bachelor's (Required)

Experience:

Case management: 1 year (Required)

Language:

Spanish (Required)

Work Location:

In person