Job Description – Match Support Specialist (MSS)

Position Title: Match Support Specialist

Salary Range: $18-20 per hour

Department: Program

Location: Eau Claire, WI

Reports to: Program Director

Deadline to Apply: Until Position is filled

Hours: 40 hours per week, flexible schedule

Job Purpose:

 Within our agency rooted in mission & service, the main role of a Match Support Specialist (MSS) is to provide exemplary case management by building relationships with Bigs, Littles and parent/guardians to ensure the best quality support for all matches; this is done by providing, coaching, encouragement, and advice to match participants via phone, email, text, and/ or in person. MSS staff must routinely exercise discretion and independent judgement regarding complex case management assessments where outcomes can directly impact the health, safety, and well-being of a child. 

Each MSS must work closely with their team and supervisor to forge relationships collectively and individually with program participants in ways that provide the best services to youth in our programs and meet both individual and team goals. MSS will also be instrumental in growing our program through effective volunteer recruitment. 

Job Qualifications: 

Education: 

• Bachelor’s Degree preferred 

• Associate’s Degree plus 4 years of relevant work experience in related fields such as social work, psychology, human services, child development. 

Job Responsibilities: 

• Conduct match introductions, contacts, supervision, & closures within the organizational guidelines. 

• Utilize phone calls, electronic communication and in person to provide effective case management; continually assessing the match relationship, focusing on match relationship development, child safety, privacy, positive youth development, and volunteer satisfaction. Identifying, addressing, and resolving real and/or potential problems and barriers as early as possible. 

• Provide weekly and monthly reports to the Program Director. 

• Maintain organized and well-documented match files in the agency database. 

• Participate in agency recreational and recruitment events on a monthly basis as necessary to fulfilling the goals of the program. 

• Participate in fundraising events as needed 

• Make timely referrals to appropriate agencies when problems are encountered. 

• Participate in recruitment of volunteers and bring recruitment ideas to the team to implement for further program growth. 

• Conduct occasional in-person visits and face-to-face assessments with volunteers, youth & parents/guardians. 

• Maintain a caseload of up to 65 matches, making contact with participants on a monthly or quarterly schedule depending on the longevity of the match and the needs of the match. 

• Complete relevant surveys with volunteers, youth and families. 

• Document case management in a timely manner in accordance with agency standards. 

Qualifications: 

• Bachelors degree preferred, experience with children facing adversity required 

• Valid Drivers License required. 

• Exceptional interpersonal relations 

• Previous customer service experience preferred 

• Knowledgeable in Microsoft Office and database programs/Salesforce preferred 

• Ability to learn agency database with strong computer skills 

• Strong verbal and written skills 

• Excellent time management, organizational, and multi-tasking skills 

• Fluency in Spanish a plus & incentivized 

• Must have a valid drivers license and auto insurance with employees name listed as a vehicle operator 

Knowledge, Skills and Abilities: 

• Patience with a confident and calming presence 

• Attentiveness to detail and excellent relationship assessment skills 

• The ability to forge trusted and genuine relationships with adults and children of all backgrounds and ages

 • Clear communication skills 

• Ability to travel to sites within the Eau Claire, Chippewa, Menomonie, River Falls, Hudson areas as needed (10-15% of time) 

• Ability to read participants beyond the spoken word 

• Ability to manage complex situations

 • Ability to follow-through and follow-up in a timely manner

• Ability to work independently and in a team environment simultaneously 

• Goal oriented with a desire to achieve and grow professionally 

• Ability to maintain confidentiality throughout daily operations Competencies: 

• Is receptive to direction, feedback, and guidance 

• Shares own needs, wants, and perspectives in a positive way 

• Appreciates and values individual differences 

• Shows engaged and active listening so that others feel heard and understood. 

• Seeks collaboration by encouraging others ideas and input 

• Takes initiative to find out what is expected and is receptive to feedback 

• Uses mistakes as opportunities to learn and grow 

• Flexible problem-solver and adapts approach to be most effective 

• Follows and encourages others to follow policies & procedures 

• Follows through with goals and commitments 

• Maintains healthy boundaries and work-life balance 

• Is willing to cross-train and cover for others as needed

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

• Employee will work in an office setting Monday-Friday with the ability to work remote and off-site as needed and applicable. Employee will be expected to travel to different sites in Eau Claire, Chippewa, Dunn, St Croix and Pierce counties to conduct case management at times (10-15% of employment). Employee will be reimbursed for travel.

• Flexible work hours to meet customer and employee needs. Must be able to work occasional evenings to support agency recreational, fundraising and recruitment events.

• Must have access to reliable internet service to accomdadate hybrid office/at-home work when applicable

• Must have car, valid driver’s license, and meet state required automobile insurance minimums.

Application Instructions:

Interested candidates should send a cover letter and resume to Gretta Staff (Program Director) at gretta.staff@bbbsnw.org. 

Job Responsibilities

The previous statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Big Brothers Big Sisters of Northwestern Wisconsin may change the specific job duties with or without prior notice based on the needs of the organization.

Equal Employment Opportunity

Big Brothers Big Sisters of Northwestern Wisconsin is an Equal Opportunity Employer. Big Brothers Big Sisters of Northwestern Wisconsin 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.