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Agency: |
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BBBS of Greater Cleveland |
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Position: |
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New Position: Manager of Enrollment and Match Support |
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Address: |
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1422 Euclid Avenue - #552 |
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City: |
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Cleveland |
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State: |
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Ohio |
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Zip Code: |
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44115 |
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Phone Number: |
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216-621-8223 |
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Fax Number: |
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216-621-1322 |
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E-mail Address: |
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paula.beatrez@bbbs.org |
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Job Responsibilities: |
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Coordinate the Enrollment and Match Support system according to BBBSA Service Delivery Model.
Lead the Enrollment and Match Support team in meeting established performance goals.
Hire, train, manage, supervise, and provide annual performance evaluations of Enrollment and Match Support staff.
Select and supervise graduate and undergraduate interns.
Directly support departments’ functions as needed i.e. conducting volunteer and parent/child interviews, match meetings and providing match support services for a caseload of matches as well as coordinating and/or attending match activities, when staff levels are inadequate.
Serve as the Case Manager Liaison for the Greater Cleveland Integrated Re-Entry Project to the Center for Families and Children.
Serve as the agency contact for the Amachi Ohio program (one-to-mentoring program for children of incarcerated parents that is administered through Big Brothers Big Sisters of Central Ohio) carrying out all necessary requirements and producing necessary reports.
Serve as a Liaison for collaborative partners.
Ensure customer friendly atmosphere in all Program related interactions.
Work with the Vice President of Program to streamline the enrollment and matching process, seeking to achieve strong customer services, child safety, quality matches, program effectiveness, and efficiency.
Facilitate the flow of information and communication between functions/ departments, including the Customer Relations, School Based as well as with the Development and Leadership teams.
Ensure that all required procedures are being met, including interviews, training, assessments and matching, and that the results are effectively evaluated to determine volunteer eligibility and appropriateness.
Ensure that child and volunteer match files are organized, secure, and accurate and continue to be maintained during the life of the match.
Ensure that database documentation is completed timely and accurately.
Responsible for working with the Vice President of Program to establish and maintain process, procedures, and all systems to ensure Service Delivery System (SDS) compliance.
Oversee an accurate and efficient system of SDS reporting.
Ensure timely preparation of required reports. Collect, analyze and report data, including BBBSA metrics (i.e., Volunteer Processing Time, Youth Processing Time, Number of volunteers/clients interviewed, Number of children on waiting list, Number of children matched, Volunteer Satisfaction Post Enrollment, Quality Assurance etc.) that are required by various funding sources and agency consumers.
Ensure the delivery of initial training/child safety for volunteers, children and parents at the point of interview.
Assist with recruitment of volunteer mentors and children as needed.
Be familiar with community resources and work with Enrollment and Match Support Team to refer clients as needed.
Ensure that BBBS of Greater Cleveland’s Enrollment and Matching Support Department is meeting standards and expectations for Essential Practices as outlined by the BBBSA Service Delivery Model.
Conduct File Audits (monthly and annually) per agency and BBBSA requirements.
Coordinate with the Vice President of Program prior to any substantive changes being made to the Service Delivery Model or standardized forms to ensure program standardization.
Attend and participate in all meetings, including department meetings, Program Staff meetings, Staff meetings and Board Program Committee meetings.
Facilitate weekly meeting with Enrollment and Match Support Team in order to process challenging cases and meet agency goals.
Complete 4 random customer service calls per month to volunteers and parents to ensure program satisfaction.
Work with the VP to maximize caseload and support services within the department, seeking to achieve strong customer services, child safety, quality matches, program effectiveness, and work efficiency.
Coordinate with team to schedule timely parent/child and volunteer interviews, match Introductions, and match support contacts seeking solutions to slow-downs or problems.
Ensure the delivery of ongoing training and activities for volunteers, parents and children.
Review match closure reasons and numbers on a monthly basis.
Review and follow up with team regarding match evaluations/satisfaction surveys.
Support agency fundraising events and assist with other agency events as requested.
Maintain social work licensure.
Other duties as required. |
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Job Qualifications: |
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Position requires travel less than 25% of the time.
Candidate must be a licensed social worker.
Master’s degree in Social Work is required.
Candidate must demonstrate knowledge of child and adolescent development and healthy relationship development between adults and children.
Prior case management is a requirement. Prior BBBS experience is preferred.
Prefer a minimum of three years supervisory experience.
Prefer prior experience working with children that have a parent that is incarcerated and/or with the prison and or re-entry population.
Proficiency with computer in technical areas such as Microsoft Office, including Word, Outlook, Access, Excel and Power Point.
Excellent oral communication skills reflecting solid customer service both in-person and via the telephone.
Must be comfortable with statistics and have the ability to appropriately analysis statistical reports and provide clarity to staff, board and community.
Must understand and be able to administer the Big Brothers Big Sisters of America program according to national, state and agency standards.
Must understand and be able to communicate BBBSA’s Service Delivery Model.
Must have a high level of organizational, communication and interpersonal skills.
Must have relationship development skills.
Must have knowledge of program evaluation practices.
Must have the ability to motivate others.
Must work well under pressure and be able to work longer hours as needed to accomplish tasks.
Must be willing to work on evening and weekends (i.e. conduct interviews and match meetings, attend match activities, and fundraising events during these hours)
Must have reliable transportation.
Must be willing and able to work with diverse populations. |
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Salary: |
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Disclosed at time of telephone screen |
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Application Instructions: |
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Please send cover letter and resume to Paula Beatrez, Vice President of Programs, paula.beatrez@bbbs.org |
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Posting Deadline: |
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Date Posted: |
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10/9/2009 |
| BBBS is an Equal Opportunity Employer. |
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