Program Support Specialist-Full-time

Big Brothers Big Sisters Of Metropolitan Chicago•Chicago, IL

5d•Hybrid

About The Position

Big Brothers Big Sisters of Metropolitan Chicago (BBBSChi) is seeking a full-time Program Support Specialist to enhance the quality, longevity, and impact of mentoring services. This role supports program operations by assisting in various functions across the organization, including Customer Relations, Enrollment, Match Support, and Partnership & Program Facilitation. The specialist will also assist with programmatic projects, ensuring a seamless experience for volunteers and families. A key aspect of this role involves incorporating Agency-approved AI-supported tools to improve service delivery, workflow efficiency, and documentation quality, while upholding confidentiality and ethical standards. This is a floating position, requiring rotation between functional areas based on program needs. BBBSChi's mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth, with a vision that all youth achieve their full potential. The organization emphasizes core values of Access, Belonging, and Opportunity, expecting all staff to embrace these principles and treat everyone respectfully and fairly.

Requirements

Bachelor's degree preferred, commensurate with work experience, degree credential(s) and Bilingual language skillset.
Experience in customer relations, enrollment, match support, and program facilitation.
Proficiency in using standard office equipment, including computers, phones, and photocopiers.
Ability to incorporate and utilize AI-supported tools for service delivery and documentation.
Strong understanding of confidentiality and ethical standards.
Excellent communication and interpersonal skills.
Ability to work in a professional office environment.
Willingness to work in the office a minimum of two days per week.

Nice To Haves

Bilingual language skillset.
Experience with Salesforce or similar CRM systems.
Experience in non-profit program support.

Responsibilities

Respond to inquiries from volunteers and families within 24 to 48 hours to inform them about program options and enroll them in Community or Site Based programs.
Ensure accurate and thorough completion of volunteer and youth files, including background checks, social media assessments, and reference checks, in accordance with BBBS procedures.
Interview volunteers and youth interested in participating in community or site-based programs, capturing necessary information for informed match decisions.
Complete detailed written assessments or re-assessments for volunteers and youth within 48 hours after the interview, using interview notes, background checks, and clinician insights.
Create safe, appropriate, and sustainable one-to-one mentoring matches based on the available pool of volunteers and children.
Complete match presentations for ready-to-be-matched volunteers and youth and facilitate Match Introduction Meetings.
Collaborate with program staff to ensure a seamless process for volunteers and families from initial inquiry to match completion.
Support assigned matched volunteers and youth through live match support contact completion and accurately and timely document these in the Matchforce Salesforce system.
Recruit for and facilitate assigned site-based program sessions, utilizing established protocols and approved program activities.
Assist program staff in administering surveys (e.g., SORs, YOS, COS, RPIs, and Match Satisfaction) and compile reports to inform program development.
Maintain accurate records in the Matchforce Salesforce system, ensuring all data is up to date.
Incorporate Agency-approved AI-supported tools (e.g., Microsoft Copilot) to enhance service delivery, improve workflow efficiency, and support high-quality, timely documentation while upholding confidentiality and ethical standards.
Provide weekly schedules, progress updates, and reports to the direct supervisor.
Attend and, as needed, facilitate programmatic sessions, meetings, orientations, and special events.
Ensure the confidentiality and safety of all program records and documentation.
Perform other duties as assigned.