Part Time Community Based Mentoring Program - Enrollment & Match Specialist (CBEMS)
Big Brother Big Sister of Greater Los Angeles
- Los Angeles, CA
- $20.00-21.00 per hour
- Permanent
- Part-time
- 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
- Conduct a minimum of 2 interviews per week and write up assessments within 48 business hours
- Make 4 matches per month (approx. 1 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
- 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.
- 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 preferred, but not required
- Must be flexible to accommodate job responsibilities