Reports to: Match Support Specialist Supervisor

Position Description:Match Support Specialists provide on-going support and supervision to children, families and volunteers through regularly scheduled contact as outlined by Agency and National standards. Match Support Specialists problem solve, encourage, and provide matches with information regarding resources and activities, to encourage a high quality matchESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES: The essential job activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Create an atmosphere of fun and magic for visitors, callers, and staff. • Through scheduled in-person and telephone contact, ascertain that the elements of child safety, match relationship development, positive youth development and volunteer satisfaction are fulfilled and that potential problems and barriers are identified and addressed as early as possible. Promptly notify supervisor regarding concerns, which may negatively impact the match. • Document and monitor all elements of match support and supervision. • Assess individual training 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. • Ensure high-level proficiency and good judgment in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function. • Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow. • Implement and promote match activities to support ongoing volunteer involvement through individualized recognition, annual events, and reengagement strategies. • Establish, monitor and meet goals for match length and customer satisfaction. Utilizing SOR, YOS, YODP, assess match impact on youth development. • Conduct exit interview with all parties at match closure. Assess reasons for match closure and re-match potential. • Share with development and/or marketing staff any potential partnership relationships as discovered through volunteers’ and parents’ employers and affiliations. • Identify and promote re-engagement of volunteers as Bigs, board members, donors and in other volunteer capacities. • Develop, market and present match activities/events that offer volunteers and children a variety of opportunities for group interaction and agency affiliation. • Collaborate with other service delivery staff to ensure smooth transition among functions. • Perform other duties as assigned by superiors., potentially including advising/mentoring other, less experienced staff members

Competencies:

• Customer/Client Focus—Is dedicated to meeting the expectations and requirements of fellow staff, volunteers, children, parents and agency partners; talks and acts with them in mind; establishes and maintains effective relationship with customers/clients and gains their trust and respect; views her/his role as adding value to the experience of volunteers and children in their match relationship; builds parental support for the match; deals effectively with diversity; demonstrates high degree of flexibility and adaptability. • Listening—Practices attentive and active listening; has the patience to hear people out, can accurately restate the opinions of others even when he/she disagrees; understands child safety issues and is vigilant in recognizing signs of problems. • Interpersonal Savvy—Relates well to all kinds of people; builds appropriate rapport; listens carefully to all points of view builds constructive and effective relationships; uses diplomacy and tact; capable of diffusing difficult situations comfortably; doesn’t show frustration. Ability to mediate and create middle ground understanding. • Approachability—Is easy to approach and talk to; spends the extra efforts to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with the needs and interests of others; builds rapport well; is a good listener. • Priority Setting—Spends his/her time and the time of others on what’ s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. • Commitment to Task – Willing and able to pursue goals with commitment and to take pride in accomplishment. Willing and able to take action to achieve goals and strives to exceed goals. • Results/Outcome Oriented – Is motivated by results; can be counted on to meet and exceed goals successfully; bottom-line oriented; pushes self for results; sets clear objectives and measures; monitors process and progress. • Organizing—Marshals resources to get things done; orchestrates multiple activities at once to accomplish a goal; uses resources effectively and efficiently, identifies informal and incomplete information in time to do something about it.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Must be bilingual (English-Spanish) • Must possess a minimum of a Bachelor’s Degree. • Must have excellent communication skills • Must have assessment and relationship development experience with children and adults • Must have high level of organization and ability to schedule time well. • Must have excellent writing skills and a professional demeanor. • Must be willing to work flexible hours including weekends and evenings. • Must be willing and able to work with diverse populations. • Must have car, valid driver’s license and automobile insurance.

Position Performance Measures: • Support and supervise a minimum of 125 matches per month. • All match activities and match events are mandatory • Complete and turn in all monthly statistical and reporting sheets on time. • Contact new Bigs, Littles, and parents within 2 weeks of receiving the match. • Produce a minimum of 93% customer service satisfaction. • Maintain up to date and accurate records. • Increase average match length to 30 months. • Maintain a maximum of 20% match closure rate for new matches under 1 year. • Consistently possess a positive, team-player and problem solver attitude. • Participate in all Agency staff and team meetings. • Perform additional tasks as assigned by supervisor or CEO.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend and drive. Job requires frequent verbal and computer communication. Computer, telephone and fax use are frequently required.

Working Location: Location is based on a percentage of where work time is spent. Indoors–100%. Travel (local) – 0% – job requires no travel

Big Brothers Big Sisters of Greater Los Angeles is an Equal Opportunity Employer

How to apply

Please email your cover letter, resume, and applicant questionnaire careers@bbbsla.org

I. APPLICANT QUESTIONNAIRE:

1. Why do you want to leave your current position at ? or Why did you leave your last position at ?

2. Why did you apply for this position? What is attractive to you about the work and our agency?

3. What are your long-term career plans?

4. What skills do you think you possess that most address the needs listed in our job description for ?

Are you bi-lingual fluent with the English and Spanish languages?

Describe in detail your case management skills:

Describe in detail your job tasks and experience working with inner-city youth:

5. What are your minimum salary requirements?

SECTION II: (Check yes or no)

Are you over 18 and legally eligible to work in the United States of America? ( )Yes ( )No

Have you been convicted of a felony in the last five years (except for marijuana)? ( )Yes ( )No

Have you ever worked here or applied for a job here before (Title____)? ( )Yes ( )No

Date(s):__

Please Sign:_____ Date:_____