Community Based Mentoring Program - Enrollment & Match Specialist (CBEMS) - Big Brother Big Sister of Greater Los Angeles

Position: Community-Based Enrollment & Match Specialist

Location: Los Angeles

Job Status: Full-time, non-exempt status

Reports To: Community Based Program Manager

JOB SUMMARY:

BBBSLA seeks an Enrollment and Match Specialist (CBEMS), tasked with facilitating the enrollment processes of "Big" (Volunteers) and "Little" (Youth) mentoring relationships, known as "Matches", through conducting information sessions, interviewing, writing assessments, processing applications, matching, conducting LiveScan fingerprinting, and performing administrative tasks, including inputting notes into the database website.

ESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES:

• Client facing position which requires regular 1:1 interaction with volunteers and families
• Provide high-level youth and volunteer customer service and screening through the effective implementation of the BBBSA enrollment and matching process
• Produce positive outcomes in volunteer yield and processing time, youth yield, youth/guardian processing time as well as participant satisfaction with match outcomes - individual monthly goals are to be met or exceeded
• Conduct enrollments including guardian, youth, and volunteer interviews, youth safety education, and other intake procedures
• Participate in community outreach events to promote program to local families and potential volunteers
• Ensure high-level proficiency in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job function
• Identify child safety issues for volunteers, youth and their families
• Collaborate with other service delivery staff to ensure smooth transition among functions
• Assess and refer families for alternative or additional services as needed
• Identify and eliminate any barriers interfering with the completion of the enrollment process
• Bring to the attention of Program Manager any concerns regarding family or volunteer circumstances
• Review all enrollment information and assessments and make recommendations for participation into the program based on this information
• Provide timely and comprehensive reports and recommendations for participation in the program based upon assessments of each individual volunteer
• Propose new matches, and, upon approval, facilitate Match Introductions in accordance with volunteer and family schedules
• Make recommendations to Match Support Specialist for participant training and support needs
• Maintain accurate records according to BBBSA, database and agency standards, BBBSA Service Delivery Model, and BBBSLA Program Manual
• Enter complete and timely information into Salesforce CRM system
• Involve Program Manager in any child safety concerns or reporting to LA County Department of Children and Family Services
• Share with development, marketing, recruitment staff potential partnership relationships as discovered through volunteers' and parents' employers, affiliations, and community stakeholders
• Assist at agency events as needed
• Other duties as assigned or requested by Program Manager

POSITION PERFORMANCE MEASURES:

• Conduct a minimum of 4 interviews per week and write up assessments within 48 business hours
• Make 8 matches per month (approx. 2 per week)
• Attend at least 4 match activities per year and at least 1 Junior Board match meet up event per year
• Achieve quality standards with an average match length for proposed matches of 1 year or greater

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 her/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:

• Bachelor's Degree in Social Sciences or similar; OR equivalent work experience (4+ years in a professional environment supporting children and families)
• The candidate selected for this position must pass a fingerprint background check
• Viable transportation, valid driver license and auto insurance to meet job responsibilities such as family home visits, match activities, fundraising events, etc.
• Assessment and relationship development experience with children and adults
• Professional demeanor
• Ability to effectively promote the agency's mission and vision, both internally and externally
• Excellent attention to detail and time management skills
• Proficiency in technical areas such as Microsoft Office
• Excellent writing skills
• Accurate and timely response in all communications
• Excellent oral communication skills reflecting solid customer service both in-person and via the telephone
• Comfortable with sensitive conversations with program participants
• Ability to use time effectively, focus on details, adapt to shifting priorities, and position and promote opportunities
• Ability to effectively collaborate with other staff and community partners
• Comfortable with people and social settings
• Comfortable with high performance standards
• Must possess the ability to effectively learn and utilize BBBSLA's online database systems for tracking and recording information
• Must be comfortable with public speaking
• Willing to work flexible hours, including weekends and evenings periodically
• Willing and able to work with diverse populations
• Fluency level in Spanish is required
• Must be flexible to accommodate job responsibilities

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

Working Location: Location is based on a percentage of where work time is spent. Indoors-70% and Travel (local)-30% - job requires moderate travel to outside meetings. Big Brothers Big Sisters of Greater Los Angeles operates on a hybrid model with 2+ days per week in one of our office locations (Northridge, Lakewood, Koreatown) and up to 3 days working remotely. Schedule - in and out of the office - can be flexible day to day: 10am - 6:30pm, 11-7:30pm or 11:30--8 pm (with a 30min lunch). Approximately 2-3 evening shifts per week + 2-4 weekend shifts per month. Total hours per week = 40, as schedules will be flexed to prevent overtime

Salary, Hours and Benefits: Full-time Non-Exempt position (40 hrs/week) at a starting rate of $20.00 / hour. Candidates with a Master's Degree in Social Work may be considered at a higher starting salary. Benefits include 21 days paid PTO, 13 paid holidays, comprehensive health plans covering 100% of the employee cost of medical, dental and vision insurance, as well as STD, LTD, life insurance and an employee assistance program. Optional pet insurance, critical care and flexible spending accounts. Eligible for 403(b) retirement plan(s) immediately, with salary matching benefits (up to 4% of salary) after one year of service.

Big Brothers Big Sisters is an Equal Opportunity Employer.