Match Support Specialist

• JOB DESCRIPTION

Position Title: Match Specialist

Department: Location: Program

Reports To: VP of Programs

Number of People Supervised: Volunteers, Parents, & Littles

POSITION PURPOSE

This position is responsible for providing high-level customer service in response to all customer and stakeholder inquiries and leads. Matching individual skills of volunteer to the needs a specific child according to agency policies and procedures. Coordinate initial contact to agency by volunteers, determining appropriateness to serve as a mentor-utilizing agency screening criteria.

Ensure volunteers and children are appropriately enrolled and matched while executing a high degree of independent judgment when utilizing BBBS standards and practices. Focusing on volunteer options and child safety, is to be demonstrated throughout the volunteer and child enrollment and matching process.

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 BBBS on the part of volunteers.

Performance Measures: The successful incumbent will produce positive outcomes in the following areas: match closure rate, match retention rate, average match length, volunteer rematch rate, and customer satisfaction. Volunteer yield and processing time; youth yield; youth/parent processing time; customer satisfaction, and quality ratings in customer relations processing leading to high match retention .

ESSENTIAL DUTIES AND RESPONSIBILITIES (IN PRIORITY ORDER)

All customer and stakeholder contacts are marked by an atmosphere of engagement and motivation.

Ensure that all volunteers receive an engaging, positive and personalized sales phone response promoting BBBS programs.

• Effectively move the volunteer from the point of first contact to active enrollment.
• Determine the best way to get volunteer investment in the enrollment process.
• Identify and eliminate any barriers interfering with the initial enrollment process.
• Follow process through to next point of contact.
• Obtain preliminary contact information and schedule enrollment interview within prescribed time frame.

Send forms or program information as needed to volunteers, families or school administrators.

Collaborate with other service delivery staff to ensure smooth transition among functions.

Respond to all volunteer and parental calls regarding their enrollment status (or that of their child).
Insure that all such inquiries receive prompt and informative response.

Respond to all calls requesting general information; communicating basic information, flexibility and volunteer choice.

Persistently and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process.
Check references and conduct criminal and child abuse background checks for volunteers. Establish the legal identity of the volunteer through original documentation. Immediately bring to the attention of
Enrollment and Match Specialist any concerns surfacing during reference checking that may influence the volunteer enrollment process.
Promote BBBS and present volunteer options to references.

Enter all inquiries and pertinent data into database, ensuring accuracy and timelines of information systems.

Assess volunteer “fit” to BBBS. Conduct volunteer enrollments, including: individual orientations, interviews, and completion of any other enrollment processes. Assess the necessity of home visits and complete as indicated.

Conduct client enrollments including parent/child interviews, child safety education and enrollment processes. Assess and refer families for alternative or additional services as needed.

Ensure a high-level of proficiency and skill in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function. Identify child safety issues for volunteers, children and their families

Review and follow-up on references as necessary to gain additional data to complete the assessment process

Conduct volunteer and client reassessments/updates as indicated

Identify and eliminate any barriers interfering with the completion of the enrollment process.

Review all enrollment information and assessments and make recommendations for participation in the program based on this information. Assess and apply factors contributing to successful match.
Effectively align volunteer interests and qualifications with service options of agency . Consult with other service delivery staff and/or supervisor as appropriate.

Provide comprehensive assessments and match support recommendations for volunteer and child participation in the program based upon assessments of each individual volunteer. Maintain accurate and timely records for each match according to standards and utilize technology to report, synthesize and analyze data.

High degree of collaboration with other service delivery staff to ensure smooth transition among functions.

Determine matches and facilitate match meetings. Accommodate volunteer and family schedules.

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.

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 affiliation through individualized recognition, annual events, and reengagement strategies.

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.

Other duties as assigned

EDUCATION& RELATED WORK EXPERIENCE

Education Level/ Years of Related Work Experience:
(minimum & preferred educational requirements necessary to perform this job successfully)

Minimum Bachelors degree in social services, human resources or related field OR Associate degree with 2 years experience in related field.

SKILLS AND KNOWLEDGE

Required Preferred

Proficiency in technical areas including but not limited to Microsoft Office; including Word, Outlook, and Excel. Proficient in Google Docs and GoogleSheets.

Excellent oral communication skills reflecting solid customer service both in- person and via the telephone;

Ability to relate well in cross-cultural environments;

Ability to effectively collaborate with other volunteer match staff;

Ability to use time effectively;

Ability to focus on details;

Ability to adapt to shifting priorities

Ability to position and promote opportunities

EQUAL EMPLOYMENT OPPORTUNITY

BBBSA provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, 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 following statements 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. BBBSA may change the specific job duties with or without prior notice based on the needs of the organization. Must be available to work Days, Nights and Weekends. Hours will vary based on job demand. The standard hours will be 9:00 a.m. to 6:00 p.m. with an hour for lunch and one day a week 10:00 a.m. to 7:00 p.m. with an hour for lunch.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty exceptionally. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Minimum qualification B.A./B.S. in Human Service field or related field from a four-year college or university.

LANGUAGE SKILLS

Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups, clients, customers, and the general public.

Knowledge and explanation of program and processes to community organizations and agency matches.

MATHMATICAL SKILLS

Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagrams, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

All employees are required to submit to background screening checks which include fingerprinting, state check, local check, motor vehicle record checks, drug testing and abuse registry checks. Satisfactory completion of these selection tests is required as a condition of employment. Employee must hold a valid driver’s license and show proof of the minimum required automobile insurance coverage.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the required functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Education:

• Associate (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $14 - $17