Bilingual Mission Support Specialist

Make-A-Wish® New Jersey, creating life-changing wishes for children battling critical illnesses in the Garden State with the belief that a wish experience can be a game-changer, seeks a full-time Bilingual (English/Spanish) Mission Support Specialist to join our team at our Monroe Township, NJ facility. This is a great opportunity to share in the power of a child’s wish come true, while engaging with a diverse community, at one of the leading Make-A-Wish® chapters in the country. This position will play a crucial role in our success, make an immediate impact, and experience profound job satisfaction and fulfillment.

Job Summary: At Make-A-Wish® New Jersey, we are fortunate to serve a wide variety of children and families with diverse cultural backgrounds. The Bilingual (English/Spanish) Mission Support Specialist will aid the Mission Delivery department in executing the goals and objectives throughout a child’s Wish Journey, proving support in all necessary areas. Major responsibilities include but are not limited to:

Welcome:

• Provide support as needed by contacting families of recently qualified children to welcome them to Make-A-Wish® in their preferred language of English and/or Spanish.
• Support intake procedures, including acquiring and processing required paperwork.
• Support families needing passport or visa assistance.
• Help maintain written record of all communications for each wish (telephone calls to families, emails, follow-up, notes, etc.).

Wish Discovery:

• Oversee the newly established communication strategy in English and/or Spanish, ensuring regular and timely updates to wish families about the next steps in their wish journey. This role requires meticulous attention to detail and prompt follow-ups via telephone and email.
• Designated as the primary contact for families in the Wish Discovery phase. Duties may include but are not limited to scheduling in-person Wish Discovery visits, sending follow-up email confirmations, and managing a caseload of up to 200 wish children that are in the Wish Discovery phase.
• Conduct monthly and quarterly check-in calls with families in both English and Spanish to ensure progress through their wish journey, including but not limited to, status of the wish child, encouraging a wish declaration, follow-up on outstanding paperwork, passports, and other forms of identification needed.
• Support the Mission Delivery team in conducting virtual and in-person Wish Discovery visits in English and/or Spanish for wish children and their families, when needed.
• Assist in maintaining a comprehensive written record of all communications related to each wish (telephone calls to wish families or volunteers, emails, follow-up, etc.).
• Collaborate with the Intake Coordinator and Volunteer Coordinator to ensure streamlined communication with families, medical teams, and volunteers throughout the Wish Discovery phase ensuring that a complies with National Make-A-Wish® policies adhering to the recommended timeline for the wish journey.

Wish Creation:

• Provide support as needed by assisting with the planning of wishes within the Wish Creation phase. This involves coordinating all specific aspects of the wish including transportation, accommodations, services, assisting chapters, medical equipment, liability forms, itineraries , and financial reconciliation.
• Effectively perform crisis communication with wish families in both English and Spanish, employing reflective listening techniques.
• Follow up with medical authorization forms, as needed.
• Handle routine phone calls and emails related to Wish Granting information.
• Other duties as assigned.

General:

• Provide 24-hour on-call coverage on active wishes as needed (one week per month).
• Provide staff support for Wish Discovery visits with wish family on predetermined evenings and weekends at the Samuel and Josephine Plumeri Wishing Place.
• Attend Volunteer Continuing Education Training sessions to support volunteer department.
• Represent Make-A-Wish® New Jersey at annual events; work as a liaison and support figure for wish families who are in attendance.
• Maintain sensitivity and confidentiality to families being served by the Foundation.
• Adhere to Make-A-Wish® America/Make-A-Wish® New Jersey performance standards and policies.
• Assist with reviewing translations in English and Spanish for accuracy in accordance with the Make-A-Wish® English/Spanish Glossary.
• Other duties as assigned.

Preferred Skills, Abilities and Requirements:

• Bilingual and able to read, write, and speak Spanish proficiently
• Bachelor’s degree required.
• Related work experience (1-3 years) in social services, project management or nonprofit organization, preferred.
• Fluency in other languages, helpful.
• Ability to manage and prioritize multiple tasks effectively in a timely manner.
• Evident of strong initiative, self-direction, flexibility, creative thinking, and administrative skills.
• Ability to provide excellent customer service and representation of Make-A-Wish® to external supporters and all wish families.
• Demonstrate compassion, caring and sensitivity when fulfilling wishes and interacting with families that may experience challenging circumstances in their lives.
• Able to successfully work in, motivate, and support a collaborative, team-oriented organization.
• Commitment to and a passion for the mission of Make-A-Wish® New Jersey.
• Confidentiality and personal integrity are essential.
• Experience with developing and implementing creative solutions to time sensitive work.
• Proficient computer skills in Microsoft Office and database management (preferably Salesforce).
• Problem-solving team player with excellent organization and interpersonal skills required. Confident, polished, and professional presentation and communication skills.
• Flexibility with hours for night/weekend planned events and wish family emergencies.
• A report will be run on your background which you must pass.

Please submit a cover letter and resume with “Bilingual Mission Support Specialist” in the subject line to jobs@nj.wish.org. No phone calls please.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person