Bilingual Match Maker/Case Manager (Spanish & English)

Looking for a job that makes a life-changing impact? Join Big Brothers Big Sisters’ growing and dynamic team! This position (internally referred to as Enrollment & Match Support Specialist, or EMSS) functions as an interviewer and match maker for volunteers and families, as well as a case manager to support new and existing matches based on needs. Guide volunteers and families through the enrollment process including interviews, training, and making matches, while also providing case management and support to a caseload of matches, developing meaningful relationships that last throughout their time in the program…and even beyond!

Position Summary

This position is responsible for providing high-level customer service in the volunteer and parent/child enrollment and matching process while executing a high degree of independent judgment in accordance with the Big Brothers Big Sisters of America (BBBSA) national standards of service to meet annual new match goals. The EMSS produces successful outcomes in new matches, match quality, documentation quality, processing time, and customer satisfaction.

In addition, this position provides case management to matches, achieving Big Brothers Big Sisters’ outcomes by providing high quality support and individualized training and coaching to volunteers, children, and parents/guardians. The EMSS ensures youth safety and well-being, positive outcomes for youth, strong and long-lasting relationships between youth and volunteers, and a strong sense of agency affiliation. Key to success in this role are superior support contact compliance, accurate and thorough documentation, timely survey completion and data collection, quality facilitation of group activities for matches, and excellence in customer service.

At this time we have a strong need for a bilingual Spanish-speaking team member.

Qualifications

Education: Minimum Bachelor’s degree from an accredited college or university in human services, education, social work or related field. Other degrees are considered dependent on experience.

Experience: • Experience working with youth and family populations in a social service setting preferred.

• Knowledge of and experience with issues of child safety and ongoing assessment.

• Experience communicating face-to-face with clients, both individually and in group settings.

• In person and/or telephone interview and assessment experience preferred.

Competencies and Skills

• Fluency in English and Spanish with excellent verbal and written communication skills in both languages, reflecting solid customer service.

• Ability to ensure high-level proficiency in applying youth safety and risk management knowledge, policies, and procedures throughout all aspects of job function.

• Self-motivated; energetic; organized; results driven.

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

• Proactive and consistent communication with program participants.

Responsibilities

• Screen, assess, and enroll volunteers, including interviews, orientations, reference checks, and home visits when needed.

• Screen, assess, and enroll youth and families through in-home interviews, safety education, and referrals to additional services as appropriate.

• Meet enrollment, match quality, processing, documentation, and customer satisfaction goals.

• Maintain accurate records, data entry, and required surveys in accordance with agency standards.

• Identify and resolve barriers that delay or prevent completion of the enrollment process.

• Prepare timely assessments and recommendations for program participation.

• Evaluate match success indicators and align volunteers with appropriate mentoring options.

• Determine and facilitate matches and introductory meetings based on availability and fit.

• Conduct re-enrollments to assess readiness and appropriateness for rematching.

• Collaborate with service delivery staff and cross-train to support agency operations.

• Maintain flexibility to work evenings and weekends as needed.

• Apply child safety and risk management policies consistently across all job functions.

• Maintain regular, multi-channel contact with volunteers, youth, and families to monitor safety and relationship progress, including phone calls, face-to-face, and online contacts.

• Assess youth well-being, relationship health, outcomes, and participant satisfaction.

• Proactively identify and resolve issues that may hinder match success.

• Communicate concerns promptly and effectively with supervisors.

• Meet defined performance and compliance goals, including documentation, retention, and satisfaction metrics.

• Document match support activities accurately and in accordance with agency standards.

• Use surveys and assessments to evaluate relationship strength and impact.

• Identify and address individual training, coaching, and support needs for match participants.

• Detain oriented and the ability to maintain confidentiality throughout daily operations and communications.

• Flexibility 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.

• Proficiency in Microsoft Office including Word, Outlook, and Excel and ability to work in an online data management system.

Please see our website at www.bbbsmilwaukee.org/careers for a complete list of All Agency Requirements, including core values.