Manager of Community Based Mentoring Program

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

5d•Hybrid

About The Position

POSITION OVERVIEW: Reporting to the Senior Director of Program, the Manager of Community-Based Mentoring Program (M-CBM) provides overall leadership and management for the Community-Based Match Support Team (CBMST) and Enrollment & Matching Team (CBEMT). Primary responsibilities are to lead the Community-based mentoring program and to facilitate Community-based staff growth and development to ensure that children, youth, families and mentors receive high quality and efficient case management service delivery. The M-CBM also ensures that the CBMST and CBEMT know how to assess strengths and needs, and professionally develops team members with skills necessary so that mentees, families and mentors receive psycho-education, resources and activities to facilitate a high quality and long-lasting match relationship. The M-CBM is responsible for the team's achievement of new match, youth served and contact goals on a monthly and annual basis, with an eye towards expanding BBBBSLA's mission impact and reach. This is a full-time, benefits eligible, hybrid work position with a mix of virtual and in-office work. The position also requires travel for special events and face-to-face meetings with event honorees, volunteers, donors, corporate leaders, Board members, and vendors. ESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES The activities and responsibilities outlined below represent the core functions required for successful performance in this role. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these essential functions. Program Delivery Provide guidance and support for the EMS Team Supervisor responsible for intake, and enrollment and matching of new participants within our Community Based Mentoring Program. Provide guidance and support for participants ensuring elements of child safety, match relationship development, positive youth development and mentor knowledge and satisfaction in program. Ensure training, orientation and safety training is provided to volunteer mentors, children, youth and families. Develop culture, processes, training and best practices to ensure a depth of relationship between staff and all volunteer participants (volunteer mentors, children, youth and families). Demonstrate ability to apply social work competencies of strength-based and culturally competent assessment, planning, referral and linkage and crisis intervention to ensure that potential problems and barriers are identified and addressed as early as possible. Demonstrate that documentation of the EMS team & MSS team such as interviews, communication or interventions completed are detailed, thorough, and written with excellence into the BBBSA national database or other relevant systems. Audit department's compliance to national standards and metrics. Demonstrate high-level proficiency in applying child safety and risk management knowledge in working with children and families exposed to trauma and socio-emotional development issues related to living in poverty and any other adverse experiences. Monitor and manage key metrics pertaining to the performance of the department (e.g., geographic demands, cycle time, productivity, and quality). Create and review audit processes and procedures to streamline activities to enhance program quality, turnaround time, productivity and training. Conduct exit interview with all parties at match closure. Assess reasons for match closure and re-match potential. Share with Development and/or Marketing staff any potential partnership relationships as discovered through mentors' and parents' employers and affiliations. Collaborate with other program staff to ensure smooth transition among functions. Provide leadership and strategic collaboration on outreach and recruitment activities and events, partnering with the Senior Manager to expand community presence, enhance recruitment outcomes, and align efforts with organizational goals. Actively participate in match activities/events and general agency events. Management & Supervision Ensuring proper management & training so program deliverables are met effectively and efficiently. Assess the CBEMT's & CBMST's workflow and caseload to streamline work processes and increase work productivity and quality. Provide individual supervision for team members on a consistent basis. Provide coaching and training to ensure that that the CBEMT & CBMST demonstrate the ability to apply social work competencies of strength-based and culturally competent assessment, planning, referral and linkage and crisis intervention to ensure that potential problems and barriers are identified and addressed as early as possible. Manage and continuously train the team so that they know to assess individual needs for each mentee, mentor and family, to assure a positive youth development experience for the child and successful and satisfying experience for the volunteer. Oversee and improve strategic interventions to identify and strengthen match relationships that require crisis intervention as well as challenging areas of the program. Support Match Introduction coordinated system for new matches in collaboration with the Enrollment and Matching team. Oversee the completion of the SOR (Strength of Relationship) and YOS (Youth Outcome Survey) surveys to assess match impact on youth development, in addition to monitoring YODP (Youth Outcome Development Plan) goals and facilitating creation of new goals when needed. Analyze program data to determine priority and effectiveness of practices within roles of the Community Based Team. Assess areas in need and strategize for efficiencies and constant growth. Manage system ensuring performance measures and metrics, match length and mentor, mentee and family satisfaction are met. Ensure that PTO, expense reimbursements, timesheets and mileage are completed in a timely manner. Provide on-going feedback and conduct Probationary, Mid-Year and Annual Performance Reviews of CBMS. Participate in regularly scheduled meetings with Director of Programs, program managers, and all staff. Consistently demonstrate the ability to be a leader, flexible, positive, a team player, and be responsive to feedback. In collaboration with Sr. Program Director, assist team in the assessment of the psychosocial needs of mentees, families and mentors, and provide ongoing crisis intervention; facilitate case conferences, staff meetings, and trainings as directed. In collaboration with the Sr. Director of Programs, enhance impact driven data tracking and evaluation. This includes tools needed to measure outcomes (monthly reports, data tracking, surveys etc. Quality Assurance & Training In collaboration with Program Director and other team members, assist team in the development and facilitation of professional development trainings for staff and topic specific training for mentors, mentees and families. Assist Program Director in the development of program educational material and training manuals as appropriate to the training program. Apply the BBBSA Quality Assurance process to appropriate percentage of matches per month. Identify and work with leadership team to coordinate professional development. Ensure that "Orientation Training" for new CBMST and CBEMT members with supervisors is well planned and executed. The statements above reflect the general nature and level of work assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. This job description may be updated or revised as organizational needs evolve.

Requirements

Bachelor's Degree required.
Master's Degree preferred. (MSW, MFT, or social service field)
Minimum of three - five years supervisory experience in social services settings required.
Possess working knowledge of local children's social support services and national/local reporting protocol or child abuse/child safety issues.
Must be able to develop/maintain effective partnerships/relationships with community constituents, corporate executives, non-profit groups, private individuals, and BBBSLA employees.
Strong project management skills including planning, executing, and successfully completing projects within allotted timeline and budget.
Required Knowledge, Skills and Competencies Strategic Planning.
Program Implementation.
Clinical assessment and case management experience.
Analysis & Decision Making.
Planning and Organizing.
Team Management/
Customer Service/
Action Oriented/
Excellent communication, Research, presentation and computer literacy skills.
Possess assessment and relationship development experience with children and adults.
Ability to coordinate a high level of activity.
A sense of humor and the ability to bring levity and warmth to a fast-paced environment.
Customer/Client Focus: Demonstrates a strong commitment to meeting the expectations and requirements of schools, mentees, staff, volunteers, children, parents, and agency corporate and community partners. Prioritizes building and maintaining effective relationships with these stakeholders, gaining their trust and respect. Views the role as adding value to the experiences of constituents, fostering parental support, and promoting diversity and inclusivity. Exhibits a high degree of flexibility and adaptability in all interactions.
Listening: Practices attentive and active listening, ensuring a deep understanding of others' perspectives and needs. Has the patience to hear people out and can accurately restate opinions, even in disagreement. Vigilant in recognizing and addressing child safety issues, demonstrating a proactive approach to problem identification and resolution.
Interpersonal Savvy: Relates well to a diverse range of individuals, building appropriate rapport and fostering constructive and effective relationships. Uses diplomacy and tact to navigate and diffuse difficult situations comfortably. Demonstrates an ability to mediate conflicts and create mutual understanding, ensuring a harmonious and supportive environment.
Approachability: Is approachable and easy to talk to, making extra efforts to put others at ease. Exhibits warmth, patience, and sensitivity to the needs and interests of others, building strong rapport and trust.
Priority Setting: Efficiently manages time and resources, focusing on what is most important. Quickly identifies critical priorities and sets aside less important tasks, eliminating roadblocks and maintaining focus on achieving key objectives. Demonstrates the ability to sense what will help or hinder goal accomplishment and takes appropriate action.
Commitment to Task: Exhibits a strong willingness and ability to pursue goals with dedication and pride in accomplishments. Takes proactive actions to achieve and exceed goals, demonstrating a high level of motivation and perseverance.
Results/Outcome Oriented: Is driven by achieving results and can be relied upon to meet and exceed goals successfully. Focuses on the bottom line, setting clear objectives and measures, monitoring progress, and pushing for continuous improvement and success.
Organizing: Effectively marshals resources to accomplish goals, orchestrating multiple activities simultaneously. Uses resources efficiently and identifies incomplete or informal information promptly to address any issues. Demonstrates strong organizational skills to manage complex tasks and projects.
Commitment to JEDI (Justice, Equity, Diversity, Inclusion): Deeply committed to fostering a safe, equitable, and inclusive environment where diversity is celebrated, and justice is ensured for all. This commitment extends beyond internal operations to include alumni, matches, parents/guardians, community partners, and the broader community. Actively promotes and supports JEDI principles in all aspects of the role.

Nice To Haves

Master's Degree preferred. (MSW, MFT, or social service field)

Responsibilities

Provide guidance and support for the EMS Team Supervisor responsible for intake, and enrollment and matching of new participants within our Community Based Mentoring Program.
Provide guidance and support for participants ensuring elements of child safety, match relationship development, positive youth development and mentor knowledge and satisfaction in program.
Ensure training, orientation and safety training is provided to volunteer mentors, children, youth and families.
Develop culture, processes, training and best practices to ensure a depth of relationship between staff and all volunteer participants (volunteer mentors, children, youth and families).
Demonstrate ability to apply social work competencies of strength-based and culturally competent assessment, planning, referral and linkage and crisis intervention to ensure that potential problems and barriers are identified and addressed as early as possible.
Demonstrate that documentation of the EMS team & MSS team such as interviews, communication or interventions completed are detailed, thorough, and written with excellence into the BBBSA national database or other relevant systems.
Audit department's compliance to national standards and metrics.
Demonstrate high-level proficiency in applying child safety and risk management knowledge in working with children and families exposed to trauma and socio-emotional development issues related to living in poverty and any other adverse experiences.
Monitor and manage key metrics pertaining to the performance of the department (e.g., geographic demands, cycle time, productivity, and quality).
Create and review audit processes and procedures to streamline activities to enhance program quality, turnaround time, productivity and training.
Conduct exit interview with all parties at match closure.
Assess reasons for match closure and re-match potential.
Share with Development and/or Marketing staff any potential partnership relationships as discovered through mentors' and parents' employers and affiliations.
Collaborate with other program staff to ensure smooth transition among functions.
Provide leadership and strategic collaboration on outreach and recruitment activities and events, partnering with the Senior Manager to expand community presence, enhance recruitment outcomes, and align efforts with organizational goals.
Actively participate in match activities/events and general agency events.
Ensuring proper management & training so program deliverables are met effectively and efficiently.
Assess the CBEMT's & CBMST's workflow and caseload to streamline work processes and increase work productivity and quality.
Provide individual supervision for team members on a consistent basis.
Provide coaching and training to ensure that that the CBEMT & CBMST demonstrate the ability to apply social work competencies of strength-based and culturally competent assessment, planning, referral and linkage and crisis intervention to ensure that potential problems and barriers are identified and addressed as early as possible.
Manage and continuously train the team so that they know to assess individual needs for each mentee, mentor and family, to assure a positive youth development experience for the child and successful and satisfying experience for the volunteer.
Oversee and improve strategic interventions to identify and strengthen match relationships that require crisis intervention as well as challenging areas of the program.
Support Match Introduction coordinated system for new matches in collaboration with the Enrollment and Matching team.
Oversee the completion of the SOR (Strength of Relationship) and YOS (Youth Outcome Survey) surveys to assess match impact on youth development, in addition to monitoring YODP (Youth Outcome Development Plan) goals and facilitating creation of new goals when needed.
Analyze program data to determine priority and effectiveness of practices within roles of the Community Based Team.
Assess areas in need and strategize for efficiencies and constant growth.
Manage system ensuring performance measures and metrics, match length and mentor, mentee and family satisfaction are met.
Ensure that PTO, expense reimbursements, timesheets and mileage are completed in a timely manner.
Provide on-going feedback and conduct Probationary, Mid-Year and Annual Performance Reviews of CBMS.
Participate in regularly scheduled meetings with Director of Programs, program managers, and all staff.
Consistently demonstrate the ability to be a leader, flexible, positive, a team player, and be responsive to feedback.
In collaboration with Sr. Program Director, assist team in the assessment of the psychosocial needs of mentees, families and mentors, and provide ongoing crisis intervention; facilitate case conferences, staff meetings, and trainings as directed.
In collaboration with the Sr. Director of Programs, enhance impact driven data tracking and evaluation. This includes tools needed to measure outcomes (monthly reports, data tracking, surveys etc.
In collaboration with Program Director and other team members, assist team in the development and facilitation of professional development trainings for staff and topic specific training for mentors, mentees and families.
Assist Program Director in the development of program educational material and training manuals as appropriate to the training program.
Apply the BBBSA Quality Assurance process to appropriate percentage of matches per month.
Identify and work with leadership team to coordinate professional development.
Ensure that "Orientation Training" for new CBMST and CBEMT members with supervisors is well planned and executed.