Job description

POSITION TITLE: Match Support Specialist
DEPARTMENT: Program Support
REPORTS TO: Program Officer
FLSA STATUS: Full-Time, Hourly, Non-Exempt, may include weekends

Our Mission: Create and support one-to-one mentoring relationships that ignite the power and promise of youth.

Job Summary: The Match Support Specialist is responsible for providing match support to ensure participant safety, positive impacts for youth and young adults, constructive and satisfying relationships between children and volunteers, and a strong sense of affiliation with BBBS on the part of volunteers.
This position will produce positive outcomes in the following areas: match closure rate, match retention rate, average match length, volunteer rematch rate, and customer satisfaction.

JOB RESPONSIBILITIES

➢ Manage a caseload of matches involving volunteer mentors and youth ages 7 to 18.
➢ Assess and provide for individual coaching needs, information and support needs for each match participant to assure a positive development experience for the mentor and mentee.
➢ Develop strategic interventions to identify and strengthen match relationships that require extra support to reengage or continue to grow.
➢ Attend/complete appropriate meetings and trainings to develop a skill set and expand knowledge on youth development.
➢ Continually assess the match relationship focusing on: participant safety, match relationship development, positive mentee development and mentor satisfaction.
➢ Provide case management on a frequency according to BBBS Standards, at a minimum.
➢ Complete calls and case notes on time, on a monthly or quarterly basis and implement surveys and/or compliance forms in a timely manner
➢ Effectively utilizes data from agency surveys, to assess match impact on youth development.
➢ Effectively utilizes Matchforce database (Salesforce platform) to track all communication and manage metrics.
➢ Conducts match introductions to set the tone of a successful match with the highest level of customer service.
➢ Ensure high-level expertise in applying participant safety and risk management knowledge, policies and procedures throughout all aspects of job function.
➢ Conduct exit interviews by phone with all parties at match closure. Assess reasons for match closure and re-match potential.
➢ Identify matches or individuals that are best suited and/ or required for fund development, grant, marketing and other opportunities.
➢ Use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.

➢ Solid conflict resolution skills (internal and external conflicts)

➢ Prepared for different seasonal goals and projects.
➢ Plan, implement and attend at least three signature match events on a weekend day, a year, in order to interact with matches in person.
➢ Performs other duties as assigned by supervisor.

JOB QUALIFICATIONS
Bachelor’s Degree required

➢ Fluency in Spanish, written and oral is a plus
➢ Experience with at-risk/high-risk youth is (volunteer and/or paid) preferred
➢ Proficiency in Microsoft Office; including Word, Outlook, and Excel.
➢ Access to a reliable automobile; valid driver’s license; and automobile insurance
➢ Able to work independently exercising good judgment, decision making and problem solving skills
➢ Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.
➢ Able to succeed in a fast-paced environment
➢ Able to work with confidential information
➢ Able to relate well in multicultural environments
➢ Able to effectively collaborate with peers
➢ Able to use time effectively and able to focus on details
➢ Able to maintain boundaries with clients.

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.

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.

Results/Outcome Oriented
Is motivated by results; can be counted on to meet and exceed goals successfully; bottom-lined oriented; pushes self for results; sets clear objectives and measures, monitors process and progress; brings forward innovative practices and suggestions for improvements.

Promotes Vision and Mission
Effectively promotes the agency mission and vision, internally, as well as with the broader community.

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 some days
➢ Community settings some days
➢ Frequent independent travel
➢ Remote work flexibility once work performance indicates independent capacity

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 BBBS Southern Nevada will be “at will,” meaning that either you or BBBSSN may end your employment at any time and for any reason, with or without cause.
Please send resume, cover letters and other required application materials as stated in the job description to [email protected]. No phone calls, please. Qualified applicants will be contacted shortly.

COMPENSATION/BENEFITS

Starting pay is $17 per hour. Employer pays 90% health benefits. Ten paid holiday per year and generous PTO policy.

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Weekend availability

Education:

• Bachelor's (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

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