School-based Match Support Specialist – [Sheboygan, WI]

POSITION PURPOSE

The Match Support Specialist (MSS) is responsible for achieving Big Brothers Big Sisters’ outcomes by providing high quality support to volunteer mentor/child matches in the school-based program at Sheboygan County schools. The MSS drives successful outcomes through regular conversations with the match participants (in person, by phone or email), accurate and thorough documentation within AIM (Agency Information Management, the agency’s electronic data capture system), timely survey completion and data collection, and excellence in customer service. The MSS professionally represents the agency at assigned schools, maintaining positive dialog with school personnel. This position assists with the enrollment process for program participants, including processing applications, conducting interviews and entering data as volumes require.  An ability to work in an office setting or remote location, effective communication skills and ability to build rapport with clients is a must.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Assist with the enrollment and match process resulting in the placement and launching of youth/mentor relationships.
  2. Assist with interviews during youth enrollment in September and January and at other assessment points within the school year.
  3. Conducts match meetings to set the tone of a successful match with the highest level of customer service.
  4. Maintain program standards and enforce BBBS program rules and adherence to school/site rules and regulations.
  5. Continually assess the match relationship focusing on: child safety, relationship development, positive youth development and volunteer satisfaction.
  6. Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow.
  7. Effectively forms and sustains appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction.
  8. Effectively uses active and attentive listening to confirm understanding; coach others using reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely to keep records accurate and up to date.
  9. Ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.
  10. Conduct all scheduled match surveys in a timely manner and achieve minimum goal of 85%.
  11. Effectively utilizes YOS and SOR surveys, to assess match impact on youth development.
  12. Conduct exit interview by phone with all parties at match closure. Assess reasons for match closure and re-match potential.
  13. Attend/complete appropriate meetings and trainings as directed by supervisor
  14. Performs other duties as assigned by supervisor.

EDUCATION & RELATED WORK EXPERIENCE

Education Level: (minimum & preferred educational requirements necessary to perform this job successfully)

Bachelor’s Degree required; focus in social work, social sciences, education, interpersonal communication or related field preferred.

Years of Related Work Experience: (minimum & preferred related work experience necessary perform this job successfully)

At least 2-3 years’ experience working with child and family populations in a social service setting preferred.  Nonprofit experience and interpersonal communication skills a plus.

The candidate selected for this position must successfully pass a background check.

Skills and Knowledge

Required Preferred
Highly proficient in Microsoft Office (Outlook, MS Word, Excel and PowerPoint) and Adobe Acrobat.

X

 

Assessment and relationship development experience with child and adult populations; understanding of child development and family dynamics.

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Experience with at-risk/high-risk youth is (volunteer and/or paid).

 

X

Able to work independently exercising good judgment, decision making and problem-solving skills.

X

 

Able to succeed in a fast-paced environment.

X

 

Able to work with confidential information.

X

 

Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.

X

 

Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction.

X

 

Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating.

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Ability to relate well in multicultural environments.

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Ability to use time effectively.

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High attention to detail.

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Ability to collect meaningful data and draw solid conclusions.

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SCHEDULE AND TRAVEL REQUIREMENTS

Must have car, valid driver’s license, and meet state required auto insurance minimums.

Available for match support work, approximately 20 hours per week, not exceeding 29 hours/week, taking place on weekdays typically during the lunch hour (10:00 to 2pm), after school hours (2pm to 6pm) and/or other hours outside of site meeting times.

CORE COMPETENCIES

HIGH PERFORMANCE INDICATORS

Customer Focus

 

Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet match support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of support.
Problem Solving & Analysis

 

Able to gather appropriate data and diagnose the cause of a problem before acting; 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.
Flexibility & Achieving Change

 

Able to positively deal with changes that affect job requirements or work assignments; adapt to shifting priorities in response to the needs of matches; quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change.
Continuous Improvement & Gets Results

 

Able to identify and apply “best practices” in own work; improve efficiency by planning and organizing work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track own performance; adapt work practices to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes of own work.
Decisiveness & Judgment

 

Able to demonstrate sound judgment in routine, day-to-day decisions; think critically to make decisions and act, even in non-routine situations; rapidly make reasonable assessments with limited information; consider impact of various options when making decisions; use sound judgment in deciding whether to act or escalate it to a supervisor for additional consultation.
Open Communication

 

Able to use active and attentive listening to confirm understanding; coach others using reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely to keep records accurate and up to date.

 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 above 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.

TO APPLY

https://www.indeed.com/jobs?q=Big%20Brothers%20Big%20Sisters&l=wi&vjk=4bb9541bd8505c27