Community Based Mentoring Program - Enrollment & Match Specialist

Big Brother Big Sister of Greater Los Angeles•Los Angeles, CA

6d•$20 - $22•Hybrid

About The Position

The Community-Based Enrollment & Matching Specialist (EMS) provides case management services to children and youth (Littles), families, and mentors (Bigs) through regularly scheduled telephone, electronic and in-person contact as outlined by Agency and national standards. The EMS supports the Community-Based team by facilitating the enrollment process of Bigs and Littles, conducting information sessions, interviewing applicants, writing assessments, processing applications, matching mentoring pairs, conducting Live Scan fingerprinting, and performing administrative tasks, including inputting notes into the database website. This is a full-time, hybrid position with a mix of virtual and in-office responsibilities, and it requires occasional travel for program events, trainings, and meetings with mentees, mentors, and families.

Requirements

Bachelor's degree in Social Work, Human Services, Psychology, Child Development, Education, or a related field required.
Minimum of one (1) year of experience working with children, families, volunteers, or community members in assessment, case management, counseling, education, mentoring, or a related human services environment preferred.
Successful completion of a fingerprint-based background check and all other pre-employment screening requirements.
Valid California driver's license, reliable transportation, and proof of current automobile insurance required for travel to participant homes, schools, community locations, and agency events.
Strong interviewing, assessment, and relationship-building skills with youth and adults.
Excellent written, verbal, and interpersonal communication skills, including the ability to navigate sensitive or difficult conversations with professionalism, empathy, and discretion.
Strong customer service orientation with the ability to establish trust and maintain positive participant experiences.
Excellent organizational, time management, and attention-to-detail skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Ability to work independently while collaborating effectively with cross-functional teams and community partners.
Proficiency with Microsoft Office (Word, Excel, Outlook, and PowerPoint) and the ability to quickly learn Salesforce CRM and other agency database systems.
Comfortable presenting information to individuals and small groups, including conducting orientations, trainings, and community presentations.
Demonstrated adaptability, sound judgment, and the ability to maintain confidentiality while managing changing priorities.
Willingness to work a flexible schedule, including occasional evenings and weekends, to meet program and participant needs.

Nice To Haves

Bilingual proficiency (English/Spanish) strongly preferred.

Responsibilities

Build and maintain positive, professional relationships through regular one-on-one interactions with volunteers, youth, and families.
Provide exceptional customer service throughout the volunteer, youth, and family experience.
Assess and refer youth and families to additional community resources or services when appropriate.
Identify and remove barriers that may interfere with successful completion of the enrollment process.
Participate in community outreach events to engage prospective volunteers and families.
Assist at agency events as needed.
Conduct comprehensive volunteer, guardian, and youth enrollment interviews, including youth safety education and required intake procedures.
Enter and maintain accurate participant information in Salesforce CRM and other required systems.
Review enrollment information and assessments to determine participant eligibility and recommend acceptance into the program.
Prepare timely, accurate enrollment reports and recommendations based on participant assessments.
Meet or exceed established monthly performance goals related to volunteer and youth enrollment, processing timelines, participant yield, and customer satisfaction.
Recommend appropriate mentor-mentee matches based on participant assessments and program guidelines.
Facilitate match introductions following approval and coordinate schedules with volunteers and families.
Recommend participant training and support needs to the Match Support team.
Collaborate with Service Delivery staff to ensure seamless transitions throughout the participant lifecycle.
Maintain complete, accurate, and timely participant records in accordance with BBBSA Standards, the Service Delivery Model, agency policies, and the BBBSLA Program Manual.
Apply BBBSA child safety standards, risk management practices, and agency policies throughout all aspects of service delivery.
Identify child safety concerns affecting volunteers, youth, or families and take appropriate action.
Immediately elevate concerns to the Senior Program Manager and participate in required reporting to the Los Angeles County Department of Children and Family Services (DCFS) when necessary.
Communicate potential partnership, volunteer recruitment, and donor opportunities identified through volunteers, families, employers, and community stakeholders to the Development, Marketing, and Recruitment teams.
Collaborate across departments to support organizational goals and enhance participant experiences.
Meet or exceed monthly goals for volunteer and youth enrollment, including interviews, matches, and match activities.
Complete interview assessments within 48 hours.