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Match Support Specialist

2 months ago

Lorain, United States Big Brothers Big Sisters of Lorain County Full time $43,680 - $50,000
Job DescriptionJob Description

Our Mission is to provide children facing adversity with strong and enduring, professionally supporting 1-to-1 relationships that change their lives for the better, forever.

Each employee in Big Brothers Big Sisters of Lorain County helps to extend the mission of the agency in particular ways as outlined in the position description.

 FUNCTION

The BIG Futures Match Support Specialist provides case management support to BIG Futures program participants to ensure meaningful and longer and stronger relationships between volunteer mentors and mentees. These responsibilities also include achieving Big Brothers Big Sisters’ outcomes by providing all orientation, enrollment and interviewing of prospective volunteers and children and families; introductory match meetings to launch new match relationships; volunteer training; and high-quality support to volunteer mentor/child matches including parent/guardian contact. This position is expected to produce positive outcomes in the following areas: match closure rate, match retention rate, average match length, volunteer rematch rate, and customer satisfaction. An important component of this job will be coordinating mentoring and BIG Future support services with the Academic Services Coordinator, the Family/Community Outreach Coordinator, Academic Tutors, the Career and College Readiness Coordinator, school staff and partnering organizations.  This position will assist in the delivery of the Career and College Readiness Curriculum and monitor and track the achievement of mentee benchmarks including but not limited to program attendance and engagement, and completion of Career Assessment and Career Plan.

JOB RESPONSIBILITIES:

  • Ensure high-level proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.
  • Maintain a required minimum contact schedule that includes in-person, telephone, and electronic contact with the volunteer, child, and parent/guardian. Ascertain that the elements of child safety, match relationship development, positive youth development, and volunteer satisfaction are fulfilled. Proactively identify, address, and resolve potential problems that impede healthy match relationship development with supervisor assistance.
  • Complete and continually update Youth Outcome Development plans for each matched youth.  Develop strategic interventions to identify and strengthen match relationships that require extra support to reengage or continue to grow.
  • Continually assess the match relationship focusing on participant safety, match relationship development, positive mentee development and mentor satisfaction. Makes referral to other resources, as appropriate.
  • Document and monitor all elements of match support in a timely fashion, meeting BBBSA and agency standards.
  • Complete per BBBSA standards all evaluation surveys to assess relationship strength and match impact on youth development.
  • Plan and deliver Parent and Volunteer Orientation and Training, and other related activities.  Organizes volunteer training resources, including handouts, web resources, tips for relationship development and occasional in-service presentations by outside presenters on relevant topics.
  • Assess individual training, information, and support needs for each match participant to assure a positive youth development experience for the child and a satisfying experience for the volunteer.
  • Complete all steps in the enrollment process, including in-home interviews, assessments, and in-person match introduction meetings. Assist with reference check, background checks and social media checks as needed.
  • Provide matches with information and resources for affordable and age-appropriate activity ideas and encourage involvement in agency organized events.
  • Celebrate match achievements and recognize volunteer accomplishments through individualized recognition and group events.
  • At match closure, discuss and assess reasons for closure and re-match potential. Participate in regular evaluation of matches that end prematurely or unexpectedly to reduce likelihood of future premature match closures and increase program quality. 
  • Communicate effectively with supervisors, including prompt notification and consultation regarding concerns which may negatively impact the match. 
  • Work with BIG Futures program staff to ensure program participants complete program milestones including Career and Interest Assessment, Individualized Career Plan, Receives a Mentor Match, 14-week Social and Emotional Learning Curriculum, Job Readiness Skills Assessment with Tutoring Interventions as Necessary, Local Employment Trends and Opportunity Education, Career and College Exposure Activities
  • Track attendance and program progress using BBBSLC Match Support surveys, questionnaires and other tools.
  • Provide mentoring matches with information and resources for affordable and career-appropriate activity ideas and encourage involvement in BBBSLC and partner organized events. 
  • Communicate effectively with BIG Futures program staff and partners including prompt notification and consultation regarding concerns which may negatively impact the match and instructor relationships.
  • Serve as an agency and brand ambassador of the mission of BBBSLC to the community at-large.
  • Assist with other program and/or organization activities as needed.

JOB COMPETENCIES

Self-motivated, energetic, and results driven. Creative and innovative.

Strong interpersonal and people skills.  Excellent oral and written communication skills reflecting solid customer service.

High-level interviewing skills and strong interpersonal skills, including the ability to form appropriate assessment-based relationships and relate well in multicultural environments.

Ability to maintain confidentiality throughout daily operations and communications.

Flexibility in working in team and individual environments, including the ability to effectively collaborate with other program staff, use time effectively, and focus on details.

Ability to collect meaningful data and draw solid conclusions.

Organized, with the ability to work in a fast paced and sometimes changing environment.  Experience managing multiple deadlines and dynamic priorities.

Must be willing to submit to criminal and motor vehicle background check.

JOB QUALIFICATIONS:

Bachelor's degree required, preferably in a social or human science, such as social work, sociology, or psychology.  Ohio Certified Prevention Specialist or Consultant preferred. One year experience in a non-clinical case management environment preferred.  Experience working with both child and adult populations; understanding of child development and family dynamics. Experience or knowledge of trauma-informed care, preferred. Certified as Ohio Certified Prevention Consultant (OCPC), Ohio Certified Prevention Specialist Certificate (OCPS) or Ohio Certified Prevention Specialist Assistant (OCPSA) strongly desired.

Must have dependable transportation, an Ohio driver’s license, and meet the minimum required limit of liability insurance as established by the state of Ohio.  Proficiency with Microsoft Office software; experience with Matchforce software a plus.  Flexible schedule, with availability to work weekday evenings and weekends - Flexibility to work with diverse populations.

REQUIRED SKILLS AND ABILITIES:

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and service; talks and acts with customers in mind; establishes and maintains effective relationship with customers and gains their trust and respect; ensures customers feel they have been listened to; establishes credibility quickly.

Interpersonal Savvy - Relates well to all kinds of people; builds appropriate rapport; practices active listening; builds constructive and effective relationships; deals effectively with diversity; uses diplomacy and tact; capable of diffusing difficult situations comfortably; manages frustration appropriately; is easy to approach and talk to; spends the extra effort to put others at ease.  Effectively promotes the agency mission and vision, internally, as well as with the broader community.

Organizational Ability - Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and follows established process.

Perseverance - Pursues everything with energy, drive and a need to finish; seldom gives up before a project is complete; especially in the face of resistance or setbacks.

Managing Vision and Purpose - Creates and communicates a compelling and inspired vision or sense of core purpose; sees beyond today; sees possibilities; is optimistic; creates mileposts and symbols to rally behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.

Critical Thinking - Spends his/her time and the time of others on what’s important; identifies and acts on critical issues; can quickly sense what will help or hinder accomplishing a goal; eliminates or navigates around roadblocks, creates focus.

 WORK ENVIRONMENT

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Routine office environment.  Moderate independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization. Your employment with BBBSLC is “at will,” meaning that either you or BBBSLC may end your employment at any time and with or without cause.