Match Support Specialist

About Us

Big Brothers Big Sisters of the Bay Area (BBBSBA) envisions a world where all youth achieve their full potential. Our mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth across the ten Bay Area counties. Our evidence-based approach has proven to be successful for over 100 years nationally and over 65 years locally. Join our team at BBBSBA to make a lasting impact on the lives of young people, families, and mentors in our community!

Role Overview

As a Match Support Specialist, you are the backbone of our mentoring program. You ensure child safety, build strong relationships between youth and volunteers (Bigs and Littles), and drive positive outcomes, fulfilling our mission to ignite the power and promise of Bay Area youth.

Typical Schedule

40 hours/week

2 Evenings/Week (until 7pm). 2 Saturdays/Month

Flexibility required to meet client needs.

Location

Hybrid 2+ days – Office in Oakland, CA

(Preference for someone living in Southbay, Northbay, or Eastbay)

Key Responsibilities

Match Support & Caseload Management (40%)

• Manage a robust caseload of matches, completing introductory meetings and ongoing regular support calls with youth, volunteers, and parent/guardians.
• Assess match relationships to ensure child safety, positive youth development, and volunteer satisfaction.
• Proactively identify and resolve barriers to match success.
• Coach match participants using Youth Outcome Development Plans (YODPs) and survey insights.
• Liaise with internal teams to connect participants to essential community, education, and workforce resources.
• Conduct exit interviews at match closure to assess re-match potential and provide manager insights.

Documentation, Data Entry & Relationship Tracking (40%)

• Maintain accurate, real-time records in MatchForce (Salesforce) for all caseload activities.
• Apply expert child safety and risk management protocols to all job functions.
• Utilize technology, such as Acuity scheduling, Dialpad phone, and Google calendar to keep a detailed scheduling calendar and call log.
• Utilize Gemini Ai and MatchForce (BBBS’s version of Salesforce) to log, report, synthesize and analyze data.
• Effectively leverage internal surveys to evaluate match development.

Team Collaboration & Events (20%)

• Coordinate match engagement through activities, events, and recognition strategies.
• Consult regularly with the Programs team to share insights and best practices.
• Participate actively in one or more workgroups to improve our ability to support the unique needs of Littles (ex. Youth Mental Health, System-Impacted Youth, LGBTQ+, College & Career Readiness)
• Attend team meetings and agency events as needed throughout the ten Bay Area counties to support recruitment and promote match activities, such as winter match party, summer match celebration, annual gala, and other recruitment and match events.
• Other responsibilities as assigned.

Core Competencies

• Relational Intelligence & Communication: Build trust with diverse stakeholders through active listening, empathy, and clear communication to navigate sensitive conversations effectively.
• Child Safety & Risk Management: Maintain unwavering dedication to safety by applying risk management policies, proactively identifying barriers, and exercising sound judgment in escalating concerns.
• Case Management & Resource Navigation: Manage complex files proactively, identifying barriers to success and connecting participants to relevant community and educational resources.
• Task, Data Management & Prioritization: Balance competing priorities with strong organizational skills and timely, accurate documentation in MatchForce.
• Growth Mindset: Demonstrate curiosity and flexibility; view challenges as opportunities for professional development and program improvement.

Required Qualifications

• Must have reliable transportation to facilitate independent travel to meetings and activities in the agency’s service area.
• Proficiency in Microsoft Office and Google eWorkspace.
• Excellent oral and written communication and customer service skills.
• Ability to relate well in multicultural environments and collaborate effectively with diverse stakeholders.
• Strong time management and attention to detail.
• Values Diversity: Contributes to a team climate where differences are valued and supported.

Preferred Qualifications

• Experience in relationship development with children and adults.
• Experience in youth-serving organizations.
• Background in child development, family dynamics, or related fields.
• Relational support skills: guiding, supporting, confronting, advising, and negotiating.
• Experience facilitating trainings or hosting virtual/in-person events.
• Bi-lingual Spanish.

Our Values

Our values guide us every step of the way: Connection, Adaptive Growth, Resourcefulness, Empathy, and Safety. We bring together people who might never have met otherwise, forging bonds that change lives. We embrace challenges with flexibility and creativity. We lead with compassion. We prioritize safety. We work tirelessly to break down barriers so that every young person has access to the brighter future they deserve.

Equal Employment Opportunity

BBBSBA provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Competitive Benefits