Match Support Specialist

Position Summary

The Match Support Specialist (MSS) is a position that provides case management and support to matches between volunteers and children throughout their time in the program. The MSS is responsible for achieving Big Brothers Big Sisters’ outcomes by providing high-quality support and individualized training and coaching to volunteers, children, and parents/guardians. The MSS ensures child safety, positive outcomes for youth, strong and long-lasting relationships between children and volunteers, and a strong sense of agency affiliation on the part of match participants. The MSS drives successful outcomes through 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. Bilingual preferred, but not required.

Qualifications

Education

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

Experience

• Experience working with child and family populations in a social service setting.
• 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 phone interview and assessment experience preferred.

Competencies and Skills

• Self-motivated, energetic, and results driven.
• Creative and innovative.
• Ability to make maintain vigorous phone calls in an office setting to meet metric goals each month.
• 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 analyze for continuous improvement.
• 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.

Match Support Responsibilities

• Ensure high-level proficiency in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job function.
• Maintain a vigorous contact schedule that includes in-person, phone, and electronic contact with the volunteer, child, and parent/guardian to monitor safety, healthy relationship development, and to reach monthly goals.
• Determine the elements of child safety, relationship development, positive youth outcomes/development, and participant satisfaction are achieved.
• Proactively identify, address, and resolve potential problems that impede healthy match relationship development.
• Communicate effectively with supervisors, including prompt notification and consultation regarding concerns which may negatively impact the match.
• Achieve monthly and annual performance goals, including match contact compliance, documentation quality, survey completion, match retention rate, frequency of match closures, average match length, and customer satisfaction.
• Document and monitor all elements of match support in a timely fashion, meeting BBBSA and agency standards.
• Use evaluation surveys as a complementary tool which adds to an ongoing, professional assessment of relationship strength and match impact on youth development.
• Assess individual training, coaching, and support needs for each match participant to assure a positive experience for the youth and a satisfying experience for the volunteer. Remind participants of policies, rules, and responsibilities as needed to ensure program guidelines are understood and followed.
• Develop strategic interventions to strengthen match relationships with a goal to reduce match closures.
• Provide matches with affordable and age-appropriate activity ideas and encourage involvement in agency sponsored events.
• Celebrate match achievements and recognize volunteer accomplishments through individualized recognition and group events.
• At match closure, assess safety, reasons for closure, and make recommendations for potential rematch of program participants.
• Assist with the identification and preparation of matches for public speaking engagements.
• Develop match success stories for agency use in fundraising and program promotion.
• Facilitate agency sponsored events that support youth outcomes and program goals.
• Assist with other program activities as needed.
• This position requires a flexible work schedule and the ability to work some weeknight evenings and weekends
• 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!

Other tasks may be assigned, based on business needs and the department supervisor’s request.