Job Title: Match Support Specialist
Department: Program Support Services
Reports To: Associate Manager, Match Support
FLSA Status: Full-Time, Hourly, Non-Exempt
Schedule: Evening and weekend availability required
Pay Rate: $22-$26 per hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Position Summary
The Match Support Specialist provides proactive, relationship-centered, and data-informed support to mentoring matches to promote child safety, strengthen developmental outcomes, and sustain long-term match relationships.

This role is designed to move beyond compliance monitoring toward an intentional model of wraparound engagement that supports youth, caregivers, and mentors as a connected support network. Match Support Specialists play a critical role in preventing premature match closures, reducing overall closure rates, and protecting the agency’s nationally recognized average match length of over four years.

Through coaching, early risk identification, resource navigation, and community connection, the Match Support Specialist strengthens match stability, enhances mentor and family experience, and contributes directly to youth success.
The Specialist manages an assigned caseload and is accountable for measurable outcomes including contact completion, retention indicators, referral engagement, survey compliance, satisfaction metrics, and match longevity.

KEY RESPONSIBILITIES

Retention, Stability, and Closure Prevention

• Proactively monitor match relationship health to identify early signs of disengagement, stress, or risk.
• Implement early intervention and coaching strategies to strengthen match resilience.
• Develop stabilization approaches for matches experiencing challenges.
• Conduct structured exit interviews to understand closure drivers and identify opportunities for re-engagement or program improvement.
• Analyze closure patterns and contribute to organizational strategies that reduce preventable match terminations.
• Support the maintenance of an average match length exceeding four years.

Wraparound Support and Resource Navigation

• Identify youth and families who may benefit from additional support due to academic, social-emotional, environmental, or access-related barriers.
• Conduct exploratory and coaching conversations during match contacts to better understand underlying needs impacting match stability or youth outcomes.
• Provide intentional connections to internal programs including:

• Mentor engagement and support resources
• College and career readiness pathways
• Family support and enrichment services

• Share curated opportunities related to education, career exploration, youth enrichment, and family well-being.
• Utilize survey data and relationship assessments to guide coaching and resource recommendations.

Mentor Engagement, Value, and Community Building

• Ensure mentors feel supported, appreciated, and connected to the agency mission.
• Provide mentors with practical tools and resources to strengthen relationship-building activities, including activity ideas, digital communication resources, and event opportunities.
• Promote participation in community experiences such as Big Collective gatherings and match enrichment events.
• Identify opportunities to recognize and celebrate mentors and families.
• Coach mentors through relationship challenges using reflective listening, strengths-based guidance, and problem-solving support.
• Encourage long-term volunteer engagement, satisfaction, and rematch potential.

Match Support Management
• Manage an assigned caseload in alignment with agency service standards.
• Conduct monthly, quarterly, and post-18-month support contacts
• Complete 90-130 documented contacts and case notes monthly while maintaining at least a 90% contact completion rate.
• Maintain accurate and timely case documentation.
• Actively reduce backlog by staying on track with call completions

Survey, Data, and Outcome Monitoring
• Administer and track required outcome surveys including RPI, SOR, YOS/COS, and other agency tools.
• Achieve a minimum target of 65% for data collection and survey completion.
• Use outcome data to inform intervention, coaching, and retention strategies.
• Monitor trends related to match length, closure reasons, satisfaction, and engagement.

Engagement, Events, and Cross-Regional Collaboration•
• Support planning and attendance at in-person events (minimum one per month)
• Engage directly with participants at events to strengthen program connection and gather feedback.
• Collaborate across Orange County and Inland Empire teams to share best practices and improve service consistency.
• Participate in continuous improvement initiatives focused on retention and youth outcomes.

Performance Metrics
• Consistently achieves full monthly contact completion rate
• Backlog reduction and caseload management compliance
• Reduction in premature and overall match closures
• Average match length maintenance and improvement
• Referral connection and engagement outcomes
• Survey completion and data quality targets
• Participant, mentor, and family satisfaction measures
• Community engagement and event participation

Qualifications
• Bachelor’s degree in social work, human services, psychology, or related field, or equivalent work experience required.
• 1–2 years of experience in youth services, case management, or related environment.
• Strong understanding of child development, family systems, and youth mentoring dynamics.
• Experience working with diverse or high-need populations preferred.
• Bilingual English/Spanish required.
• Excellent communication, coaching, and conflict resolution skills.
• Proficiency in Microsoft Office and database systems.
• Valid driver’s license and reliable transportation required.
• Ability to work evenings and weekends as needed.

Physical Requirements
•  Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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.
• Frequent independent travel.

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 BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.

Job Title: Enrollment Specialist
Department: Community Engagement
Reports To: Manager of Community Engagement
FLSA Status: Full-Time, Hourly, Non-exempt
Schedule: Evening and weekend availability required.

Pay Range: $22-28 an hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

The Enrollment Specialist serves as the primary point of contact for volunteers, youth, and families as they move through the enrollment and assessment process at Big Brothers Big Sisters of Orange County and Inland Empire.
This role is responsible for conducting high-quality interviews and assessments to determine program readiness, ensure child safety standards are met, and inform strong, sustainable mentoring matches.
The Enrollment Specialist balances customer experience with thoughtful screening and documentation. By building trust, gathering meaningful information, and upholding program standards, this role plays a critical part in setting mentoring relationships up for long-term success.

JOB RESPONSIBILITIES

Enrollment & Assessment

• Conduct comprehensive interviews with prospective volunteers, youth, and families.
• Assess program readiness, alignment, and potential fit.
Gather and document relevant background, preferences, strengths, and areas of need.
• Ensure accurate and thorough case documentation within the agency database.
• Prepare completed enrollment files for match consideration.

Screening & Child Safety

• Facilitate and track background checks, reference checks, fingerprinting, and required documentation.
• Adhere strictly to child safety standards, risk management protocols, and agency policies.
• Identify and escalate potential concerns appropriately.
• Ensure all screening components are completed prior to match recommendation.

Participant Experience

• Provide timely, professional, and welcoming communication throughout the enrollment process.
• Guide participants through required steps with clarity and transparency.
• Address questions and concerns with empathy and professionalism.
• Support participants in understanding program expectations and commitments.

Match Preparation & Collaboration

• Collaborate with Match Support staff to provide thorough case information.
• Participate in case consultations to support strong match recommendations.
• Communicate readiness updates and case status to internal stakeholders.
• Conduct match presentations and pre-match meetings with potential matches
• Activate matches using Matchforce

Pipeline & Workflow Management

• Manage assigned caseload of enrollment files.
• Monitor progression from inquiry through enrollment completion.
• Maintain timeliness benchmarks and workflow expectations.
• Support continuous process improvement initiatives.

Data & Quality Assurance

• Maintain complete, accurate, and timely documentation.
• Track personal performance indicators related to enrollment quality and timeliness.
• Participate in file reviews and quality improvement efforts.
• Use software tools and databases to track match goals and enrollment pipeline.

Performance Metrics

Success in this role will be measured by:

• Number of match activations
• Enrollment completion timeliness
• Accuracy and completeness of documentation
• Screening compliance adherence
• Assessment quality and match readiness
• Conversion quality (not just volume)
• Participant experience feedback
• Internal collaboration effectiveness

Qualifications
• Bachelor’s degree in social work, psychology, human services, or related field preferred, or equivalent experience.
• 1–3 years of experience in case management, interviewing, customer service, or youth/family services.
• Strong interpersonal and interviewing skills.
• Ability to assess sensitive information objectively and professionally.
• Detail-oriented with strong documentation skills.
• Comfortable managing multiple cases and deadlines simultaneously.
• Proficiency in database systems and Microsoft Office tools.
• Valid driver’s license and reliable transportation required.
• Bilingual English/Spanish required

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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.
• Frequent independent travel.

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 BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.

Job Title: High School Bigs Program Specialist
Department: Site Based Programs, High School Bigs
Reports To: Associate Manager, High School Bigs Program
FLSA Status: Full Time, Hourly, Non-Exempt
Pay Range: $22-23/hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

The High School Bigs Program Specialist is responsible for facilitating sessions, conducting match support and providing overall support of site-based matches to ensure child safety and long-term caring relationships between matches while focusing on positive outcomes for youth.

JOB RESPONSIBILITIES

• Facilitate and supervise site sessions, ensuring positive match development and safety of both mentors and mentees.
• Work with the Site Based Program Manager to build positive relationships with school partners to attract and retain qualified mentors and mentees.
• Work effectively with partner schools to schedule and plan weekly sessions and meetings when appropriate.
• Responsible for the cultivation, stewardship and ultimate retention of assigned school partners, mentors, and mentees.
• Provide a high level of professionalism in presentation and communication when conducting all program related operations with school partners and program liaisons.
• Support with any enrollment functions through recruitments, interviews, and assessments of any potential mentors and mentees.
• Provide timely and comprehensive written assessments and recommendations for participation in the program.
• Conduct volunteer orientations and training.
• Identify suitable potential matches and provide ongoing support to achieve length of match, closure and outcome evaluation goals.
• Conduct bi-monthly and quarterly match support contacts that are accomplished through in-person, email or telephone contact.
• Maintain accurate file documentation for each match according to BBBSA standards and agency policies.
• Ensure high-level expertise in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.
• Effectively use active and attentive listening to confirm understanding; coach matches 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.
• Contribute to the development of site curriculum.
• Provide accurate and timely program statistics.
• Effectively communicate with marketing and/or grants teams on press worthy activities, volunteer highlights and program successes to enhance visibility of the program and within the community.
• Complete appropriate trainings as directed by supervisor and attend agency staff and departmental meetings.
• Performs other duties as assigned by supervisor.

Qualifications

• Bachelor’s Degree required
• Must be fluent in Spanish
• Experience with at-risk/high-risk youth (volunteer and/or paid) preferred
• Familiar with Windows XP software applications
• High level of customer service with significant experience working with external stakeholders/clients (specifically schools with the ability to build strong relationships for greater agency initiatives of stewardship)
• Excellent oral and written communication skills reflecting solid customer service both in-person and via the telephone
• Excellent public speaking skills with ability to engage a variety of audiences (including both high school volunteers and elementary aged youth).
• Excellent organizational and time-management skills with strong attention to detail.
• Ability to multi-task and work independently in fast paced environment with heavy workload while exercising good judgment, decision making and problem solving skills.
• Maintains confidentiality throughout daily operations.
• Must have access to a reliable automobile, valid driver’s license and automobile insurance.

COMPETENCIES

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.

Active Listening
Is actively able to process information, listen to understand, and listen to learn; to listen and meet the needs of internal and external customers; handles and utilizes feedback effectively; listens with depth and thoughtfulness.

Foster Teamwork and Collaboration
Is successful in working with a team; fosters teamwork and participating in group activities; collaborating with others effectively and efficiently; establishes and maintains teamwork building activities; builds trust, respect, and rapport with the team; is an active player in Agency culture.

Conflict Resolution Skills (Internal & External)
Manage and resolves conflict in a healthy positive way; mediates conflicts with nonverbal communication skills, professionalism, focusing on the bigger picture and prioritizing and strengthening relationships; being respectful of others and their viewpoints; encouraging others to share their issues, clarify, restate, and validate any concerns and strategically resolve them.

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
Can be counted on to meet goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results; sets clear objectives and measures process and progress

Promotes Vision and Mission
Creates and communicates a compelling and inspired vision or sense of core purpose; sees beyond today; sees possibilities; is optimistic; creates mileposts and symbols to rally behind the vision; makes the vision shareable by everyone; can inspire and motivate entire units or organizations

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.
• Frequent independent travel.

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 BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.

Job Title: High School Bigs Recruitment & Enrollment Specialist
Department: High School Bigs Program
Reports To: Associate Manager, High School Bigs Recruitment & Enrollment
FLSA Status: Non-Exempt, Full-Time, Hourly
Pay Range: $22-23/hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

Essential to the BBBS brand, the purpose of this position is to ensure department-wide match growth and quality through the leadership of services and delivery. A high-level customer service, focusing on volunteer options and child safety, is to be demonstrated throughout the match process.

This position requires a dynamic, adaptable, and organized sales recruiter focusing on engaging and recruiting Elementary School Students and High School Students for an after school mentoring program with Big Brothers Big Sisters Organization. This position requires an energetic candidate to strategically develop and maintain relationships with academic faculty, staff, and student organizations. You will also provide subject matter expertise to manage brand (BBBS) and image on high school campuses, inform management on recruitment strategy, processes, and data while being the main point of contact (POC) for students. This position is goal driven and has a sales and service mentality with required availability to travel in assigned local territory and be the face of the organization during recruitment efforts. Engaging presentation skills are a must.

This position cultivates prospective new volunteers for the High School Mentoring Program and works to bring back prior year volunteers. Additionally, this position is responsible for ensuring all program launch timelines are met, all volunteers are efficiently screened and matched to ensure the best possible outcome. This position is indirectly responsible for the overall satisfaction of our school partners and manages the recruitment of youth volunteers and youth mentees. This position is also responsible for communicating the vision of BBBSOC in addition to the department goals, outcomes, and processes to outside constituencies.

A successful incumbent will produce positive outcomes in volunteer yield, processing time, and match satisfaction.

JOB RESPONSIBILITIES

• Research territory to create and execute individual campus strategies for assigned schools to include but not limited to: Events, information sessions, student clubs, organizations.
• Conduct recruitment of elementary and high school students applying sales techniques in order to recruit and enroll students.
• Conduct enrollments (including orientations & interviews), and completion of any other activity required for the enrollment process.
• Professionally communicate organizational and programmatic goals to potential volunteers as well as child safety measures.
• Assess high school students “fit” for all standards, expectations, and safety measures required by BBBSOC.
• Assist matching of volunteers (high school students) to youth mentees (elementary school students) for assigned caseload.
• Identify and eliminate barriers to the enrollment process by being solution focused on all aspects of stakeholder support and school partnership satisfaction.
• Review and follow up with references as necessary for all volunteers.
• Review enrollment queue and conduct informational sessions as necessary to yield increased volunteer interest for all individual school partners.
• Identify new potential partners for volunteers on an as needed basis and facilitate opportunities through high-level stakeholders.
• High degree of collaboration with Program Specialists responsible for facilitating the program of designated caseload and sharing an equal partnership in setting and accomplishing desired goals.
• Facilitate match acceptance and initial meetings as necessary for volunteers and mentees.
• Work closely with on-going volunteers to further recruitment needs and provide development and fundraising opportunities.
• Cultivate long-term and sustaining relationships with volunteer-rich organizations (i.e., schools, youth volunteer organizations, etc.)
• Track and evaluate recruitment and outreach efforts. Provide weekly progress reports of enrollment activity.
• Work well in a fast paced environment with continuous team collaboration in order to meet programmatic goals and metrics.
• Be part of the site coverage schedule for any needed assistance upon the absence of a team member.

Qualifications

• Bachelor’s Degree required
• Ability to apply sales techniques to recruitment process
• High level of customer service
• Familiar with Windows XP software & G-Suite applications.
• Must have access to a reliable automobile; valid driver’s license and automobile insurance.
• Excellent oral and written communication skills reflecting solid customer service both in-person, via the telephone; and high-level interviewing skills.
• Excellent public speaking skills with the ability to connect with youth and high-level stakeholders.
• High level, engaging presentation skills
• Excellent organizational and time-management skills.
• Maintain confidentiality throughout daily operations.
• Excellent attention to detail.

COMPETENCIES

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 relationships 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
Can be counted on to meet goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results; sets clear objectives and measures process and progress.

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

Innovative Management:
Has the ability to bring forward creative ideas and suggestions; always looking for better/more efficient ways to improve process and systems; has a sense about managing the creative process of others; can facilitate and participate effective brainstorming; can project how potential ideas may play out in the marketplace; is good at bringing the creative ideas of others to market.

Perseverance:
Pursues everything with energy, drive and a need to finish; seldom gives up before a project is complete; especially in the face of resistance or setbacks.

Managing Vision and Purpose:
Creates and communicates a compelling and inspired vision or sense of core purpose; sees beyond today; sees possibilities; is optimistic; creates mileposts and symbols to rally behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.

Ability to Prioritize:
Spends his/her time and the time of others on what’s important; identifies and acts on critical issues; can quickly sense what will help or hinder accomplishing a goal; eliminates or navigates around roadblocks, creates focus.

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.
• Frequent independent travel.

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 BBBSOC will be “at will,” meaning that either you or BBBSOC may end your employment at any time and for any reason, with or without cause.