Description
This position is responsible for providing high-level customer service in the volunteer and parent/child enrollment and matching process while executing a high degree of independent judgment, in accordance with the Big Brothers Big Sisters of America national standards, to meet annual new match goals. The successful candidate will produce outcomes in new matches, match quality, documentation quality, processing time, and customer satisfaction.
In addition, this position provides case management to matches, achieving Big Brothers Big Sisters’ outcomes by providing high quality support and individualized training and coaching to volunteers, children, and parents/guardians. The role ensures youth safety and well-being, positive outcomes for youth, strong and long-lasting relationships between youth and volunteers, and a strong sense of agency affiliation. Key to success in this role are superior support contact compliance, accurate and thorough documentation, timely survey completion and data collection, quality facilitation of group activities for matches, and excellence in customer service.
Position is full time based on 40 hours a week; after successful completion of probationary period, employee may work 4 days in office, 1 day remote. Schedule is flexible; some nights and weekends may be required. Some local travel is required within our service delivery area (Milwaukee & Waukesha counties) and mileage is reimbursed.
Requirements
Education: Minimum Bachelor’s degree from an accredited college or university in human services, education, social work or related field. Other degrees are considered dependent on experience.
Skills/Experience:
- Fluency in English and Spanish with excellent verbal and written communication skills in both languages, reflecting solid customer service.
- Experience working with youth and family populations in a social service setting preferred.
- Knowledge of and experience with issues of child safety and ongoing assessment.
- Experience communicating face-to-face with clients, both individually and in group settings. In person and/or telephone interview and assessment experience preferred.
- Proficiency in Microsoft Office including Word, Outlook, and Excel preferred, and ability to work in an online data management system required.
