Match Support Specialist [Omaha, NE]


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 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.

  • Provide effective written and oral communication with all parties of a match to assess satisfaction with the match.
  • Assess the safety of the Little through conversation with the Big, inquiring about the activities being performed, where the match is meeting, and whether appropriate boundaries are being held/respected.
  • Travel to Littles’ homes to introduce volunteers to children/parents and begin relationship development.
  • Manage database of Bigs and Littles to maintain accurate records for each match, including communication and dates of contact.
  • Provide open communication, advice, information on the structure of a match, and realistic expectations of the match to prevent premature termination of the match. Promote individual and group match activities by offering suggestions or any discounts/tickets that BBBS may acquire.
  • Collaborate with other match support specialists to sustain match relationships, meet the needs of matches, etc., and communicate progress made or difficulties with matches to the supervisor.
  • Identify current/possible problems, and address and resolve them as early as possible.  Develop interventions for matches that may require individual training needs and support and/or in-person meetings.  In the result of a match termination, evaluate reasons for match closure in order to assess re-match potential.
  • Assess the Little’s academic, socio-emotional and behavioral outcomes, as well as evaluate the overall quality of matches via the organization’s surveys.
  • Attend, and help promote, agency match activities as specified. 
  • Participate in trainings and/or continuing education on relevant material for professional development.
  • Support, and collaborate with, other departments, including fundraising and recruitment, to accomplish organizational goals.
Education Level: 
Minimum Bachelors degree in social services, human services, social work, family science, psychology, or related field preferred.
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
Required Preferred
Ability to adapt to diverse situations and cultures. X
Ability to collect meaningful data and draw solid conclusions. X
Ability to effectively communicate with diverse age groups. X
Ability to effectively intervene in interpersonal conflicts. X
Ability to manage sensitive situations. X
Ability to work independently. X
Ability to write clearly and professionally. X
Comfortable taking the lead and asserting oneself. X
Knowledge of appropriate adult-child interaction. X
Motivation to expand knowledge of the social services field. X
Organizational skills and attention to detail. X
Proficiency in Microsoft Office. X
Proficiency in using, creating, and managing databases. X
Skill in collecting meaningful data and drawing solid conclusions. X
Skill in providing advice on social relationships. X
Skill in time management. X
Routine office environment.  Flexible work hours to meet customer needs, including some evenings and weekends. When home visitation is indicated, must travel to communities and neighborhoods in service area.

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 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, 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 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 situations; 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 communication 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 actions and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.

Job Code: Full Time

Overtime Status: Exempt

Department: Program

Location: Omaha, NE

Reports To: Match Support Manager

Number of People Supervised: 0

Salary Range: $38, 319 – $41,748 Annually

To apply, email your resume to Please include Match Support Specialist Inquiry in the subject line.


Equal Employment Opportunity

BBBSM provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, gender identity, 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 statements above 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. BBBSM may change the specific job duties with or without prior notice based on the needs of the organization.

Please note:  Big Brothers Big Sisters of the Midlands requires Covid vaccination for all employees. If hired, you will be asked to show proof of vaccination on your first day of employment.