Enrollment Experience Coordinator

The Enrollment Experience Coordinator plays a key role in coordinating and delivering a high-quality, relationship-centered enrollment and matching experience for youth, families, and volunteers. Reporting to the Manager of Enrollment and Matching, this position ensures that internal processes run smoothly and that all participants feel supported and valued throughout their journey with Big Brothers Big Sisters.

This role oversees the youth inquiry process, supports match proposal coordination, and maintains communication with families throughout inquiry and enrollment. It works closely with Intake and Match Support teams to ensure smooth transitions for participants, accurate data entry, and timely background check submission and updates. The role also splits phone duties during evenings and weekends with the Matching Support Specialist for Group Match Introductions and parent orientations. Additional responsibilities include providing excellent customer service,scheduling for participants, backup for reference checks and contributing to ongoing improvements in enrollment and the matching process.

Job Details

Location: Minneapolis, MN with full in-office requirement and minimal/occasional hybrid work opportunity

Hiring Salary Range: $47,000 - $51,000. Starting rate will depend on your skills and demonstrated readiness for the role.

Hours/Day: Monday-Friday, 40 hours a week – including evenings and weekends

Job Type: Full-time, Non-exempt

Supervisor: Manager of Enrollment & Matching

Essential Job Functions

Youth Inquiry and Enrollment Coordination

• Oversee the youth application and inquiry process for the one-on-one Community-Based mentoring program, ensuring efficient intake and referral tracking.
• Build and maintain supportive relationships with families, providing ongoing communication and support, keeping records up-to-date, and ensuring participants remain connected to BBBS while waiting to be interviewed.
• Coordinate youth and parent/guardian interviews for Intake Coordinators.
• Maintain ongoing communication with team members regarding referral numbers, trends, and community needs.
• Manage partnerships with youth referral sources and maintain knowledge of community resources for appropriate referrals when families are not qualified for the BBBS program.

Volunteer Intake & Enrollment Support

• Conduct volunteer background checks, including processing quarterly background check reruns, and entering documentation in Salesforce.
• Perform in-person fingerprinting for prospective volunteers and ensure accurate submission to appropriate agencies, when required.
• Serve as a backup for processing volunteer reference checks.
• Pending Match Coordination
• Coordinate the distribution of pending matches by organizing and assigning match-ready files to team members for outreach, ensuring timely follow-up and efficient workload management.
• Collaborate across program teams to prioritize and expedite data entry for matches and match activation.
• Assist with match proposals during high volume times by contacting volunteers, youth, and families to discuss potential matches, answer questions, and gather input to inform match decisions.

Systems and Process Improvement

• Review and refine internal processes to improve customer experience and operational efficiency.
• Collaborate with system leads to identify issues, propose solutions, and implement process enhancements.
• Provide timely, professional customer service to youth, families, volunteers, and staff via phone, email, and in-person.
• Maintain and update training materials and operations manuals.
• Support other duties as assigned.

Contribute to the mission and success of the agency

• Adopt strengths-based perspectives when discussing specific groups or contexts, particularly those historically marginalized.
• Handle data from youth, families, mentors, or other constituents with care, ensuring secure and private maintenance.
• Stay informed about community needs, resources, and networks.
• Collaborate with others to achieve goals outlined in the annual business plan.
• Honor and respect the diversity of lived experiences, fostering an inclusive and equitable environment within the organization.
• Represent BBBS well in the broader community.
• Assist in agency-wide events and initiatives, including recruitment, fundraising, event management, and community outreach.

Requirements

While we have identified specific requirements for this role, we acknowledge that not all candidates may possess every requirement listed. We encourage all applicants who believe they possess the necessary skills and experience to apply, regardless of whether they meet each requirement to the fullest extent.

Education and Experience

• Bachelor’s degree in social services or related field. Or meet one of the following qualifications:
• Within 6 months of completing a bachelor’s degree
• AA degree and 2 years relevant work experience
• No degree, 4 years of relevant work experience
• Bilingual proficiency in Spanish (written and verbal) highly preferred to support inclusive and accessible communications.
• Experience and community connection with North Minneapolis highly preferred
• Experience managing high volume caseloads and reaching number quotas, strongly preferred
• Experience in Salesforce is highly preferred.

Knowledge, Skills, and Abilities

• Knowledge and understanding of youth development and family dynamics
• Ability to support regulatory compliance and maintain accurate records and confidentiality
• Collaborative work-style with strong interpersonal skills
• Ability to explain complex processes with clarity
• Approaches work with empathy and emotional intelligence, especially when discussing eligibility or providing support to participants
• Experience with CRM platforms
• Ability to work both in a team and independently, to exercise good judgment, make sound decisions & problem solve
• Brings a proactive mindset to planning, anticipating challenges and addressing them with foresight.
• Ability to manage multiple projects and priorities simultaneously
• Proposes thoughtful, long-term solutions with an understanding of how actions impact the broader organization.
• Goal-oriented, with a strong commitment to quality and results
• Ability to work a flexible schedule, including some evenings and weekends
• Must possess a valid driver’s license and have a reliable means of transportation for the performance of work responsibilities

Physical Requirements

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copy machines and filing cabinets. This role must be able to remain in a stationary position 50% of the time.

About BBBSTC

Big Brothers Big Sisters Twin Cities is the largest and oldest youth mentoring organization in the greater Twin Cities, serving Hennepin, Ramsey, Anoka and parts of Dakota and Washington counties. Each year, we match up to 2,600 youth (Littles) and their families with caring adults (Bigs) who volunteer as youth mentors.

We know all youth benefit from having another caring adult in their life as they experience life's opportunities and challenges. Together with our community, we want every young person to have a mentor, be affirmed in who they are, and explore who they want to be.

Mission: Create and support mentoring relationships that ignite the power and promise of youth.

Values: Relationships, Belonging, Youth-Centered, Continuous Learning & Improvement

Justice, equity, diversity, and inclusion (JEDI) are integral to our mission and values at BBBS. We actively incorporate JEDI practices into our daily work to build an organization that recognizes, celebrates, and honors the diverse backgrounds, lives, and experiences of all constituents.

Benefits

We care deeply about our employees and know holistic support is essential for our staff to carry out the BBBS mission. Our generous employment package includes medical, dental, vision and pet insurance, employer-paid short & long-term disability insurance, and life insurance, Health Savings Account (HSA) or Flexible Spending Account (FSA), paid time off accrual & 13 Paid Holidays, and 403(b) retirement plans with employer match.

We recognize the need for flexible scheduling and remote work. Employees are able to work with their supervisors to identify a schedule that works best for both them and the agency.

Workplace Culture

BBBSTC is an mission-centered, inclusive workplace that strives to create a space where our 60 employee's unique talents, learning styles and lived experiences are valued. We pride ourselves on our flexible scheduling and hybrid workspace. Creating an engaging work environment is an essential part of our culture. We uphold this commitment through staff surveys, stay interviews, professional development, and quarterly JEDI trainings. In addition, we hold monthly all staff meetings and gatherings, and provide the opportunity to join affinity groups (BIPOC, LGBTQIA , Mental Health, and White Bodied Accountability), and agency committees (JEDI, Engagement & Connection, and Building & Safety).

Our Hiring Process

Our People & Culture team is committed to a person-first centered approach to our hiring process. We believe in a respectful experience for all parties involved and are committed to taking a JEDI approach. Candidates can apply online at bigstwincities.org/careers. Include a cover letter and resume. For all positions, our hiring process includes a Zoom screen and in-person panel interviews, reference and background checks for final candidates. All staff are required to be fingerprinted through the Bureau of Criminal Apprehension (BCA) within the first week of employment.

Persons of color, women, members of the LGBTQ community, veterans, and individuals with disabilities are strongly encouraged to apply. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources team at careers@bigstwincities.org. At this time, we are unable to provide company sponsored visas and are only considering candidates who are eligible to work in the United States.

The above statements are not intended to encompass all functions and qualifications of the position. Rather, they are intended to provide a general framework of the requirements of the position. Employees may be required to perform other functions not specifically addressed in this job description.

P.S. Please take the necessary steps to allow the BBBSTC (@bigstwincities.org) and Paylocity (@paylocity.com) domains so that you receive all emails related to your application process. Also, please make sure to check your spam folder as emails from BBBSTC and/or Paylocity can be marked as spam.