Job Code: Full Time, Hourly

Job Status: Exempt

Department: Program 

Location: Omaha, NE

Reports To: Director of Match Support

Number of People Supervised: 0

POSITION PURPOSE

The primary function of this position is to establish purposeful and ongoing communications among mentors, mentees, and their parents/guardians through a partial caseload of active matches. Additionally, this position occasionally provides coverage for Enrollment Coordinators and Match Support Specialists during extended leaves. This position will also support the program team by completing various tasks.

Performance Measures: The successful incumbent will produce positive outcomes in the following areas: match compliance, match support contacts completed/on-time, survey completion, match retention rate, volunteer and youth and parent/guardian processing time, and quality assurance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Carry and support a partial match support caseload, establishing purposeful and ongoing communication with participants in active matches.
• Provide effective written and oral communication with all parties of a match to maintain successful match relationships.
• Assess the safety of the Little through conversation with the Big, inquiring about the activities being performed, where the match is meeting, and whether appropriate boundaries are being held/respected.
• Manage a database of Bigs and Littles to maintain accurate records for each match, including communication and dates of contact.
• Provide open communication, advice, and information on the structure of a match and realistic expectations of the match to prevent premature termination of the match. Promote individual and group match activities by offering suggestions or any discounts/tickets that BBBS may acquire.
• Collaborate with other match support specialists to sustain match relationships, meeting needs of matches, etc., and communicate progress made or difficulties with matches to the supervisor.
• Identify current/possible problems and address and resolve them as early as possible. Develop interventions for matches that may require individual training needs and support and/or in-person meetings. In the result of a match termination, evaluate reasons for match closure in order to assess re-match potential.
• Assess Little’s academic, socio-emotional, and behavioral outcomes and evaluate the overall quality of matches through the organization’s surveys.
• Help plan, attend, and promote agency match activities as specified.
• Assist with the agency’s survey compliance by administering various surveys to program participants, including but not limited to Risk & Protective Inventory, Strength of Relationship, and Youth/Child Outcomes Surveys.
• Communicate with and obtain updates for waitlist families at 3-, 6- & 9 months while waiting to be matched.
• Provide support to the program team by completing assorted tasks, including but not limited to sending anniversary and birthday communications to participants, maintaining a supply of interview, matching, and recruitment materials, assisting the Family Resource Coordinator during peak times and gathering other information required of participants.
• Provide coverage for Match Support Specialists during extended leaves 5 days or longer.
• Provide coverage for Enrollment Coordinators during extended leaves 5 days or longer and/or peak enrollment times.
• Complete a minimum of 1 volunteer and 1 youth & parent/guardian interview per month to maintain knowledge of the enrollment process.
• Manage the enrollment process for individual volunteers and youth and parent/guardians, through:
  • Conducting and documenting in home and/or virtual interviews
  • Assess eligibility of the participant based on information gathered during the interview and any other supporting materials required
  • Organize & upload all information obtained through the enrollment process in the agency-wide information management system
  • Approve or deny applicants
• After providing coverage for an Enrollment Coordinator, attend matchmaking meetings with other Enrollment Coordinators to create matches between Bigs and Littles interviewed during the coverage period.
• Meet with the Director of Enrollment to discuss any problems with volunteers, youth, or families interviewed during coverage period.
• Participate in trainings and/or continuing education on relevant material for professional development
• Support, and collaborate with, other departments, including fundraising, program, and recruitment, as well as the agency’s DEI initiatives, to accomplish organization goals.
• Other duties as assigned by Director of Match Support and the Director of Programming & Innovation.

EDUCATION & RELATED WORK EXPERIENCE

Education Level/Years of Related Work Experience: Bachelor’s degree in human services-related field

SKILLS AND KNOWLEDGE

Required:

• Ability to adapt to diverse situations and cultures.
• Ability to collect meaningful data and draw solid conclusions.
• Ability to effectively communicate with diverse age groups.
• Ability to effectively intervene in interpersonal conflicts.
• Ability to manage sensitive situations.
• Ability to work independently.
• Ability to write clearly and professionally.
• Comfortable taking the lead and asserting oneself.
• Knowledge of appropriate adult-child interaction.
• Motivation to expand knowledge of the social services field.
• Organizational skills and attention to detail.
• Proficiency in Microsoft Office.
• Proficiency in using, creating, and managing databases.
• Skill in collecting meaningful data and drawing solid conclusions.
• Skill in providing advice on social relationships.
• Skill in time management.

TRAVEL REQUIREMENTS 25%

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

Due to the nature of this position, evening and weekend availability is required with the ability to flex time during the day when needed. Hybrid work environment. Must have reliable, private internet connection to support remote work.

CORE COMPETENCIES & HIGH-PERFORMANCE INDICATORS 

Resilience & Flexibility: Able to interpret situations and information objectively when stressed; remain calm and professional in potentially difficult or emotionally charged interpersonal interactions; maintain high productivity in stressful situations; maintain high performance in the face of setbacks or changing circumstances; view failures objectively and rebound quickly; work to clarify situations where information or objectives are ambiguous.

Communication - Verbal and Written: Able to practice active and attentive listening skills to verify understanding; adapt communication content and delivery to individual needs; proactively inform others about developments relevant to the team; openly and diplomatically express opinion, even when different from that of others; translate what is heard, observed or assessed into documentation that is accurate, concise, and clearly communicates key information to others with a need to know.

Decisiveness & Judgment: Able to demonstrate good and ethical judgment in routine, day-to-day decisions; independently make decisions and take action, even in non-routine situations; consider impact of various options when making decisions; use good judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation; use an awareness of formal and informal decision-making channels to achieve desired results.

Gets Results: Able to demonstrate high personal work standards and a sense of urgency about results; do everything possible to meet goals and deadlines without sacrificing quality; persist in the face of changing circumstances; accept responsibility for the outcomes of his/her own work.

Customer Focus: Able to build strong working relationships with internal and external customers; identify unexpressed customer needs and potential services to meet those needs; independently anticipate and personalize communication/approach to fit different perspectives, backgrounds or styles of individuals; prioritize work in alignment with the needs of the customer; use customer knowledge and feedback to improve own work results.

Problem Solving & Analysis: Able to gather appropriate data and diagnose a situation before taking action; separate 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 Alignment: Able to align own work objectives with the organization's strategic plan or objectives; take 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 difference are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about own behavior that might be perceived as biased.

Equal Employment Opportunity

BBBSM provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, gender identity, 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 & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The statements above reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSM may change the specific job duties with or without prior notice based on the needs of the organization.