The Match Support Specialist (MSS) is responsible for achieving Big Brothers Big Sisters’ outcomes by providing high quality support to volunteer mentor/child matches in the school-based program at Sheboygan County schools. The MSS drives successful outcomes through regular conversations with the match participants (in person, by phone or email), accurate and thorough documentation within AIM (Agency Information Management, the agency’s electronic data capture system), timely survey completion and data collection, and excellence in customer service. The MSS professionally represents the agency at assigned schools, maintaining positive dialog with school personnel. This position assists with the enrollment process for program participants, including processing applications, conducting interviews and entering data as volumes require. An ability to work in an office setting or remote location, effective communication skills and ability to build rapport with clients is a must.
- Assist with the enrollment and match process resulting in the placement and launching of youth/mentor relationships.
- Assist with interviews during youth enrollment in September and January and at other assessment points within the school year.
- Conducts match meetings to set the tone of a successful match with the highest level of customer service.
- Maintain program standards and enforce BBBS program rules and adherence to school/site rules and regulations.
- Continually assess the match relationship focusing on: child safety, relationship development, positive youth development and volunteer satisfaction.
- Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow.
- Effectively forms and sustains appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction.
- 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.
- Conduct all scheduled match surveys in a timely manner and achieve minimum goal of 85%.
- 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.
- Attend/complete appropriate meetings and trainings as directed by supervisor
- Performs other duties as assigned by supervisor.
- At least 2-3 years’ experience working with child and family populations in a social service setting preferred. Nonprofit experience and interpersonal communication skills a plus.
- The candidate selected for this position must successfully pass a background check.
- Highly proficient in Microsoft Office (Outlook, MS Word, Excel and PowerPoint) and Adobe Acrobat.
- 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.
- High attention to detail.
- Ability to collect meaningful data and draw solid conclusions.