Match Support Specialist, Big Brothers Big Sisters of Greater Pittsburgh - Pittsburgh, PA
Big Brothers Big Sisters of Greater Pittsburgh
Job Description – Community-based Match Support Specialist
Position Title: Match Support Specialist
Reports to: Community-based Program Director
Exempt Status: Part-time
Location: East Liberty Office (limited travel required)
Schedule: Up to 30 hours per week (schedule is flexible, but requires some evening and weekend availability)
Position Summary: The Match Support Specialist develops and maintains professional relationships with children, parents, and volunteers who are affiliated with the Community-based Program. The candidate will make regular, prescribed contacts by phone or in-person with each program participant to 1) ensure child safety; 2) monitor the health of mentoring relationships between children facing adversity and adult volunteers; 3) provide consultative guidance and support to parents and volunteers; 4) make referrals, as need; and 5) promote positive youth development outcomes.
Qualifications: EDUCATION – Minimum Bachelor’s degree in social work, social services, education, counseling, or related field. EXPERIENCE – Practical experience assessing and developing relationships with children and adults. KNOWLEDGE & SKILLS – Understand child development and family dynamics in a multicultural context; ability to sustain positive relationships with children and adults and assess the following support skills: guide, support, confront, advise, and negotiate. TECHNICAL COMPETENCIES – Proficiency in Microsoft Office, including Word, Excel, and Outlook; Excellent written and oral communication skills reflecting strong customer service. OTHER – Reliable transportation. Criminal History and Child Abuse Clearances will be processed.
Key Responsibilities: An effective candidate in this position will…
- ENSURE CHILD SAFETY by maintaining regular contact with each child, parent, and volunteer; creating thorough, specific, and objective written reports of each contact; probing for and identifying “red flags” of unsafe or unhealthy situations or behaviors; practicing high-level proficiency in interpreting and applying policies and procedures from Program Manual; and immediately reporting any concerns to supervisor.
- ASSESS AND MONITOR RELATIONSHIPS by making a target percentage of contacts monthly by phone or in-person; administering the Strength of Relationship survey to a target percentage of volunteers and children; asking informed questions based on a thorough review of case notes; and reviewing monthly program quality metrics, including: Average Match Length, 12-Month Retention Rate, and Closure Rate.
- PROMOTE STRONG AND HEALTHY RELATIONSHIPS by developing strategic interventions to help struggling relationships thrive; developing, marketing, and presenting match activities that offer positive relationship development opportunities; providing guidance and support to volunteers targeting challenges they face; and assessing needs, resources, and training required to help volunteers become more effective mentors.
- PROMOTE POSITIVE YOUTH OUTCOMES by assessing and identifying child and family needs; making referrals of children and families to outside organizations, as needed; administering the Youth Outcomes Survey to the target percentage of children; and collaborating with external counselors, psychologists, teachers, organizations, or other individuals or entities serving the child or family as warranted.
- INFORM EFFECTIVE SERVICE DELIVERY by conducting “exit” interviews with volunteers to assess closure reasons (supervisors will conduct interviews with premature or unexpected closures); administering satisfaction surveys to a target percentage of participants; and participating actively in meetings and supervisory sessions.
- CONTRIBUTE TO ORGANIZATIONAL SUSTAINABILITY by referring potential partners and other resources to the organization (e.g., volunteer employers); assisting with recruitment of children and volunteers; filling staffing vacancies and demonstrating task flexibility during high-volume times; and contributing through time and effort to fundraising efforts and other organizational events.
- ACKNOWLEDGE AND CULTIVATE VOLUNTEERS by helping to plan, promote, and implement the Volunteer Recognition Dinner; proposing candidates for awards and honors; offering volunteers opportunities to give back as donors, speakers, collaborative board members, or participants in fundraising events; and engaging current volunteers as important partners in recruiting new volunteers and marketing the organization.
- PERFORM OTHER DUTIES AS ASSIGNED
Core Competencies: As an employee of the organization, an excellent candidate will exemplify…
- COMMITMENT TO MISSION / VISION by consistently sharing the organization’s message in a positive, accurate, and compelling manner; representing the organization positively in the community; prioritizing child safety and youth outcomes; advocating for youth mentoring programs; and demonstrating loyalty to the brand.
- CUSTOMER SERVICE by being friendly and respectful; communicating accurately about who we are, what we do, who we serve, and what we need; promptly meeting consumer’s needs and responding to their requests within reason; and referring consumers to quality alternative resources when the organization is unable to help.
- PROFESSIONALISM by complying with all organizational rules, regulations, and protocols; maintaining appropriate appearance and demeanor; and treating co-workers and consumers with integrity and respect.
- COMMUNICATION by interacting clearly and respectfully through all mediums of communication with all appropriate parties; engaging consistently in active listening; and contributing positively to a well-informed staff and transparent work environment.
- TEAMWORK / COLLABORATION by sharing ideas and accepting feedback from others across job positions and departments; working positively and effectively to develop and maintain external relationships; and working together with co-workers and consumers to ensure child safety and promote positive youth outcomes.
- QUALITY OF WORK by delivering high-quality results in a timely manner and asking for help and/or feedback when an assignment falls outside an area of strength or comfort.
- CROSS-CULTURAL COMPETENCY by seeking to understand contributors to unfamiliar attitudes and behaviors; working effectively across cultural, social, economic, and other potentially uncomfortable boundaries; and avoiding judgments against co-workers, consumers, or community partners.
- INITIATIVE by voluntarily acting outside the job description to meet consumer’s needs, assist co-workers, or otherwise advance the organization’s mission.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents in this position.
Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.
Please submit cover letter and resume to Tom Baker, BBBS Chief Community Affairs Officer, at email@example.com
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