Program Engagement Specialist

Position Title: Program Engagement Specialist

Job Code: Full-Time

Overtime Status: Exempt

Department: Program            

Location: Omaha, NE

Reports To: Volunteer Recruitment Coordinator          

Number of People Supervised: 0

Salary Range: $37,750 - $43,200 

POSITION PURPOSE

The primary responsibility of the Program Engagement Specialist is assisting potential participants through the enrollment process with a high level of customer service, including facilitating pre-match volunteer training and conducting check-ins for families waiting to be matched. Additionally, the PES will identify community engagement opportunities for the agency, including strategic recruitment campaigns and outreach and corporate and community-focused partnership development.   

_____________________________________________________________________________________________________________________

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure that all potential volunteers and families receive an engaging, positive, and personalized response promoting our BBBS programs.   
  1. Present engagement options to potential participants that meet their level of interest.
  2. Identify and eliminate any barriers interfering with the enrollment process.   
  3. Effectively move participants through the enrollment process while documenting all steps taken in the Agency’s information management system. 
• Work with Volunteer Recruitment Manager and Director of Enrollment to ensure the information presented through handouts and presentations is accurate and engaging.  
• Conduct on-site, off-site, virtual, individual, and group presentations as needed.
• Respond thoroughly to all inquiries regarding general information or enrollment process status with flexibility and promptness.  
• Continually and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process in our information management system.
• Assist with recruitment based on specific agency goals and needs through scheduling, planning, facilitation, and follow-up of presentations, meetings, participation at fairs/events, and other opportunities to build awareness.
• Maintain and respond to inquiries via external sites (ex. Mentor.org, Volunteer Match, etc.)
• Enter all participants’ contact information and pertinent data into our information management system; ensuring accuracy and timeliness. 
• Monitor criminal and child abuse background check requests for potential and current volunteers. Document when background checks are received in our information management system and download reports to our internal secured drive.
• Monitor and solve challenges that prevent smooth transition through our enrollment processes.  Communicate concerns surfacing during their initial enrollment, when needed, to the Volunteer Recruitment Manager or Director of Enrollment.
• Refer participants to other appropriate social programs or services as seen fit.
• Participate in trainings and/or continuing education on relevant material for professional development.
• Support, and collaborate with other departments, including program, development, and Mission Support, along with the agency’s JEDI efforts, to accomplish organization goals.
• Other duties as assigned by supervisor or within the Program Department.

______________________________________________________________________________________________________________________

EDUCATION & RELATED WORK EXPERIENCE

Education Level: Minimum bachelor’s degree in education or experience in sales, fundraising, communication, marketing, or community development preferred.

Related Work Experience: Experience in the nonprofit sector a plus. 

_____________________________________________________________________________________________________________________

SKILLS AND KNOWLEDGE

Required

• Skilled in Microsoft Office (Word, Outlook, Excel) and information management.
• Strong verbal and written communication skills, with the ability to engage customers in person, by phone, email, or text and through presentations.
• Ability to relate well in cross-cultural environments and engage customers in a welcoming manner.
• Ability to manage and maintain organizational information while effectively prioritizing tasks.
• Efficiently handles shifting priorities and responds promptly to customer and organizational needs.
• Works effectively with BBBS staff to achieve organizational goals and promote opportunities.
• Understands the organization's mission, customer intake process, and operational procedures.

Preferred

• Bilingual

_________________________________________________________________________________________________________

TRAVEL REQUIREMENTS/WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

<25% of the time will be spent on travel in the service area. Must have a car, valid driver’s license, and meet state 

required automobile insurance minimums; Hybrid office environment with 1-2 days in office required; Flexible work hours to meet customer and agency needs, including a minimum of one weekend a month, at least 3 evenings a month to facilitate pre-match training and agency activities/events. 

_____________________________________________________________________________________________________________________

CORE COMPETENCIES & HIGH-PERFORMANCE INDICATORS

Attention to Detail: Able to review data/documents for accuracy and consistency; take action to prevent mistakes; follow procedures closely; keep records accurate and up to date.

Customer Focus: Able to build rapport with customers, listening and responding effectively and efficiently to meet their needs; identify unexpressed customer needs and potential products/services to meet those needs; prioritize work in alignment with the needs of the customer; use customer knowledge and feedback to improve own work results; provide a welcoming and inclusive experience for prospective volunteers, youth and families of diverse perspectives, talents, backgrounds and/or styles.

Flexibility & Achieving Change: Able to positively deal with changes that affect job requirements; adapt to shifting priorities in response to the needs of internal and external clients; quickly recognize situations/conditions where change is needed; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change.

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.

Influencing: Able to persuade and enlist others' support in accomplishing objectives; motivate/reassure prospective volunteers and youth/families to enrollment by using data or logic to aid them in their decision; use different influence approaches as appropriate.

Open Communication: Able to practice active and attentive listening skills to verify understanding; adapt communication content and delivery to audience; proactively inform others about developments relevant to them; give clear, understand be instructions to others; ensure clarity around organization’s vision, mission, and business objectives; demonstrate the ability to leverage multiple communication channels.

Planning & Organizing: Able to create detailed work plans; balance the need for adequate planning with the need for action; avoid wasting time on tasks that yield low value; use resources efficiently; create and monitor measures to chart the progress and impact of assignments.

Relationship Building: Able to deal effectively with people in order to get work accomplished; adjust own interpersonal approach to fit the interpersonal style/needs of others; recognize the impact of one's behavior on others; build a network of internal and external contacts to meet job responsibilities.

Strategic Alignment: Able to align own work objectives with the organization's strategic plan or objectives; act with an understanding of how the community affects the business and how own actions and decisions affect other jobs or outcomes.

Youth Safety: Able to ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.

Justice, Equity, Diversity & Inclusion Initiative: Able to commit to ongoing education and awareness to best support the Agency’s goals related to JEDI.

Salary : $37,750 - $43,200