The Match Support Specialist will support volunteers and children in 1:1 friendships, and work in partnership with parents/guardians and community partners to enhance their positive relationship. This position will support children, providing match support to ensure child safety, positive impacts for youth, and crisis management for families and volunteers. This includes providing timely and comprehensive written summaries of all client contact and documenting these notes in an online database. Support is done by phone, email or in person. A successful Match Support Specialist will be able to consistently contact child, parents and volunteers on their caseload according to a predetermined schedule. An ability to work in an office setting, attention to detail, effective communication skills and an ability to build rapport with clients is a must.
Areas of Responsibility:
- Conducts match introductions in person to set the tone of a successful match with the highest level of customer service.
- Continually assess the match relationship focusing on: child safety, relationship development, positive youth development and volunteer satisfaction. Real and/or potential problems and barriers are identified, addressed and resolved as early as possible. Match support is provided on a frequency according to BBBS Standards, at a minimum.
- Effectively forms and sustains appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction.
- Assess and provide for individual coaching needs, information and support needs for each match participant to assure a positive youth development experience for the child, and successful and satisfying experience for the volunteer
- Effectively uses active and attentive listening to confirm understanding; coach others using reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely to keep records accurate and up to date.
- Ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.
- Effectively assesses and executes the following relational support skills: guiding, supporting, confronting, advising and/or negotiating
- Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow
- Conduct all scheduled match surveys in a timely manner and achieve minimum goal of 80%.
- Effectively utilizes YOS and SOR surveys, to assess match impact on youth development.
- Conduct exit interview by phone with all parties at match closure. Assess reasons for match closure and re-match potential. When match terminates pre-maturely or unexpectedly refer exit interview to supervisor for third party assessment.
- Meet or exceed minimum goal of 98% done and 75% done on-time on monthly match support contact report.
- Share with Executive Director potential partnership relationships as discovered through volunteers’ and parents’ employers and affiliations.
- Attend/complete appropriate meetings and trainings as directed by supervisor
- Performs other duties as assigned by supervisor
Educational Background:
Bachelor’s Degree in social work, social sciences, human resources, human development, psychology, interpersonal communication or related field.
Skills/Experience:
- Must have at least 2-3 years’ experience working with at-risk youth and high-level customer service. Nonprofit experience, child and/or adult relationship dynamics; professional familiarity with child development issues; family function/dysfunction; and interpersonal communication a plus.
- Highly proficient in Microsoft Office (Outlook, MS Word, Excel and PowerPoint), Adobe Acrobat, QuickBooks and Social Media web platforms.
- Assessment and relationship development experience with child and adult populations; understanding of child development and family dynamics.
- Experience with at-risk/high-risk youth is (volunteer and/or paid)
- Able to work independently exercising good judgment, decision making and problem-solving skills
- Able to succeed in a fast-paced environment
- Able to work with confidential information
- Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.
- Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction
- Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating
- Ability to relate well in multicultural environments;
- Ability to use time effectively;
- Ability to focus on details.
- Ability to collect meaningful data and draw solid conclusions.
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 17 2018
Active Until:
Jul 17 2018
Hiring Organization:
Big Brothers Big Sisters of America
industry:
Nonprofit