Enrollment & Match 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

The Enrollment & Match Specialist is essential to the Big Brothers Big Sisters (BBBS) brand, as the primary function is to ensure volunteers and children are appropriately enrolled into our program following the BBBS standards and are matched using a high degree of independent judgment and care. We refer to the relationship between a volunteer (Big) and a child (Little), a "match," and the Enrollment and Match Specialist focuses on building strong, lasting relationships between Bigs and Littles based on preferences and qualifications, ensuring child safety, and establishing a foundation for a caring, positive match. The ideal candidate for this role will enjoy a combination of work in office, schools, and support at in-person recruitment, match, and community events throughout ten Bay Area counties.

Typical Schedule

Full-time (40 hours/week)

Shift includes 2 evenings/week (until 7 PM) and 2 Saturdays/month

Must be flexible to adapt to changing client need

Location

Hybrid 2+ days – Office in Oakland, CA

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

Key Responsibilities

• Identify, address, and resolve any barriers for families/volunteers interfering with the completion of the enrollment process.
• Assess volunteer fit to become a Big in the BBBS program by reviewing applications, conducting individual interviews, orientations, and handling any other enrollment related processes.
• Assess youth fit to be a Little in the BBBS program by working with parents/guardians and youth in interviews, child safety education, and any other enrollment related processes such as creating recommendations for alternative or additional services if needed.
• Ensure a high-level of proficiency and skill in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function. Identify child safety issues for volunteers, children and their families.

Volunteer & Family Interviews & Phone Calls (40%)

• Schedule, and conduct robust screening interviews with families, youth, and volunteers over video while taking notes and asking follow up questions.
• Provide a model of professionalism, warmth, and empathy throughout, being attentive to the sensitive and personal nature of many of the questions.
• Conduct follow up phone calls as needed to gather additional information
• Schedule Match Presentation calls to share potential matches with volunteers and families.

Assessment Writing, Data Entry & Matchmaking (40%)

• Maintain accurate and timely records for each interview, assessment or other interaction with volunteers and/or families according to BBBS standards.
• 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.
• Coordinate completion of volunteer background checks, and review and follow up on references as necessary to gain additional data to complete the assessment process.
• Write comprehensive assessments for volunteer and child participation based on interview and background check data.
• Set individual youth outcomes goals and provide recommendations for training and match support for each participant to ensure positive youth development and a successful experience for both the child and volunteer.
• Review database to carefully consider all factors to create successful and long lasting match relationships (ex. geography, shared interests, preferences, etc.).
• Conduct volunteer and client reassessments/updates as needed.
• Ensure quality services and measurable outcomes.

Team Collaboration & Events (20%)

• Consult and collaborate with other Enrollment team members and managers and recruitment team on a regular basis to proactively seek out new Bigs/Littles to match.
• Once a match is successfully established, transition the match to Match Support Specialists through a warm hand off.
• 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

• Communication & Empathy: Quickly develop positive relationships with internal and external stakeholders. Demonstrate an ability to effectively communicate with a variety of folks and tailor communications to diverse audiences.
• Task & Data Management & Prioritization: Demonstrate a strong ability to balance multiple competing daily priorities, leveraging technology and data systems effectively and efficiently. Demonstrate an ability to prioritize, and take action accordingly, while documenting all work.
• Assessment & Decision-Making: Demonstrate a strong ability to synthesize data and make decisions with an objective lens that considers all stakeholders, and is compliant with BBBS Standards and Agency protocols.
• Growth Mindset: Demonstrate curiosity and be open to different and new ways of doing things. Use a growth mindset and belief in the potential to build on one’s own and others’ talents, finding lessons in failures and successes.

Required Qualifications

• Exceptional verbal and written communication skills and customer service skills
• Excellent time management and attention to detail.
• Ability to collect meaningful data and draw solid conclusions
• Collaborative team player - Ability to effectively manage relationships with parents/guardians, children, volunteers, and team members
• Value Diversity - Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported. Ability to relate well in multicultural environments
• Must have reliable transportation to facilitate independent travel to meetings and activities in the agency’s service area
• Passion for the mission of BBBS Bay Area
• Proficiency in Microsoft Office and Google eWorkspace

Preferred Qualifications

• Relationship development experience with child and adult populations
• Specific intake, interview, assessment, or case management experience
• Experience working in youth serving organizations and/or nonprofits
• Background in child development, family dynamics, or related field
• Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating.
• Extensive knowledge of Bay Area geography
• Experience with Salesforce or similar CRM
• Bi-lingual Spanish

Competitive Benefits

English, Bilingual