Match Support Specialist [Omaha, NE]

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.

Core Competencies

High Performance Indicators

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.