Enrollment & Match Support Specialist – [Sheboygan, WI]

­­­­­Position Title: Enrollment & Match Support Specialist
Job Status: Fulltime, Exempt
Department: Program
Reports To:  Program Director

POSITION PURPOSE

The Enrollment & Match Support Specialist will assess and support volunteers and children in 1:1 mentoring relationships, and work in partnership with parents/guardians and community partners to enhance their positive relationship. This position will assess and support children and volunteers, determining eligibility and appropriate matches; providing match support to ensure child safety, positive impacts for youth, and crisis management for families and volunteers. This includes providing timely and comprehensive written summaries of all client contact and documenting these notes in an online database. Support is done by phone, in person or by email. A successful Enrollment and Match Support Specialist will guide participants through the enrollment process efficiently and be able to consistently contact child, parents and volunteers on their caseload according to a predetermined schedule. An ability to work in an office setting, attention to detail, effective communication skills and an ability to build rapport with clients is a must.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Assess volunteer eligibility to participate in Big Brothers Big Sisters. Conduct volunteer enrollments, including:
    • individual orientations, interviews, home-visits and completion of any other enrollment processes.
  2. Conduct client enrollments including parent/child interviews, child safety education and enrollment processes.
  3. Assess and refer families for alternative or additional services as needed. Engage Ready to be Matched (RTBM) youth and families conducting regularly scheduled update calls and activities.
  4. Develop partnerships with school personal to cultivate appropriate referrals of youth.
  5. Review and follow-up on references as necessary to gain additional data to complete the assessment process.
  6. Conduct volunteer and client reassessments/updates as indicated.
  7. Identify and eliminate any barriers interfering with the completion of the enrollment process.
  8. 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.
  9. 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.
  10. High degree of collaboration with other service delivery staff to ensure smooth transition among functions.
  11. Determine matches and facilitate in-person match meetings to set the tone of a successful match with the highest level of customer service. Accommodate volunteer and family schedules.
  12. Continually assess the match relationship focusing on: child safety, 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.
  13. Effectively forms and sustains appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction.
  14. Assess and provide for individual coaching 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
  15. Effectively uses active and attentive listening to confirm understanding; coach others using reflective and 2nd/3rd level 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.
  16. Ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.
  17. Effectively assesses and executes the following relational support skills: guiding, supporting, confronting, advising and/or negotiating.
  18. Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow.
  19. Conduct all scheduled match surveys in a timely manner and achieve minimum goal of 80%.
  20. Effectively utilizes COS, YOS and SOR surveys, to assess match impact on youth development.
  21. Conduct exit interview in person or 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.
  22. Meet or exceed minimum goal of 98% done and 75% done on-time on monthly match support contact report.
  23. Share with Executive or Program Director potential partnership relationships as discovered through volunteers’ and parents’ employers and affiliations.
  24. Support a culture of philanthropy by identifying and fostering potential donor relationships; identifying potential corporate/business partnerships; engaging in events which benefit the agency.
  25. Represent the agency in a positive manner in the community.
  26. Attend/complete appropriate meetings and trainings as directed by supervisor
  27. 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 in social work, social sciences, human resources, interpersonal communication or related field.

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

Must have at least 2-3 years’ experience working with at-risk youth and high-level customer service.  Nonprofit experience, child and/or adult relationship dynamics; professional familiarity with child development issues; family function/dysfunction; and interpersonal communication 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), Adobe Acrobat, QuickBooks and Social Media web platforms.

 

X

 

 

 

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

 

X

 

 

 

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.

 

X

 

 

 

Ability to relate well in multicultural environments.

 

X

 

 

 

Ability to use time effectively.

 

X

 

 

 

Ability to focus on details.

 

X

 

 
Ability to collect meaningful data and draw solid conclusions.

 

X

 

 

 

TRAVEL REQUIREMENTS

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

 

50%

 

 

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 customer match support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results.

 

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.