Match Support Specialist – [Charlotte, NC]


Essential to the BBBS brand, the primary function of this position is to 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 BBBSCC 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. The Incumbent will support volunteers, parents, and children through contacts, events, and resources.


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.


Effectively utilize P.O.E, SOR, and YOS surveys to assess match impact on youth development.


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 Level:

Minimum Bachelor’s degree in social services, human resources or related field required.

Years of  Related Work Experience:

Assessment and relationship development experience with child and adult populations; understanding of child development and family dynamics.  Must have car, valid driver’s license, and meet state required automobile insurance minimums.

Skills and Knowledge:






Proficiency in Microsoft Office; including Word, Outlook, and Excel.






Excellent oral and written communication skills reflecting solid customer service




Ability to form and sustain appropriate child, adult volunteer-based relationships




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




Ability to relate well in multicultural environments




Ability to effectively collaborate with other volunteer match staff




Ability to use time effectively




Ability to focus on details




Ability to collect meaningful data and draw solid conclusions




Travel Requirements:

Minimal travel and overnight travel required. Less than 5%

Work Environment/Physical Requirements: 

Primarily work remotely. Routine office environment. Flexible work hours to meet customer needs. If home visitation is indicated, must travel to local communities and neighborhoods.

Physical Demand




Stationary Position


Must be able to remain in a stationary position at least 50% of the time


Traverse Must be able to move about inside the office




Must be able to exchange accurate communications




Must be able to operate office productivity machinery (i.e. computer, copier, etc.)




Must be able to lift office equipment up to 25 pounds



Core Competencies


High Performance Indicators


Customer Focus


Able to build strong working relationship 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 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 taking action: 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, instruction, 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 stream lining work processes: monitor, evaluate and track own performance; adapt work practices in order 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 take action, even in non-routine solutions; rapidly make reasonable assessments with limited information; consider impact of various options when making decisions; use sound judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation.


Open Communication


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


Strategic Alignment


Able to align own work objectives with the organization’s strategic plan or objectives; take organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the community affects the business and how own action and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.


Valuing Diversity


Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about his/her own behavior that might be perceived as biased.


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, or any other federal, state of local protected class.

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. BBBSCC may change the specific job duties with or without prior notice based on the needs of the organization.

To Apply

Submit cover letter and resumes to