Manager of Family Match Support

BBBS's Community Based Team is dedicated to providing quality one-to-one youth mentoring services to our program participants, including youth, volunteer mentors, and parents/guardians. Our primary goal is to foster healthy youth development through safe, positive, and nurturing mentoring relationships and programs. The impact of our Community Based team is evident in the positive and secure outcomes it brings to our youth, families, and the wider community.

Reporting to the Senior Director of Program Operations and working closely with the team’s co-Manager, Manager of Volunteer Match Support, this role plays a pivotal part in leading the Community Based Mentoring team. We focus on driving quality, efficiency, continuous improvement, employee growth, and exceptional performance. Key responsibilities encompass direct supervision, overseeing day-to-day operations, managing the onboarding, training, and quality assurance processes, and project management. The Manager's role includes motivating and coaching team members to achieve their goals and working alongside program leadership to provide services and resources to meet the needs of youth and families in our program. 

Job Details

Start Date: As soon as possible

Location: Hybrid with in office requirement in Minneapolis, MN

Hiring Salary Range: $54,000-$62,000 Starting salary will depend on your skills and demonstrated readiness for the role.

Hours/Day: Monday-Friday, 40+ hours a week – including evenings, and weekends when necessary. 

Job Type:  Full-time, Exempt

Supervisor: Senior Director of Program Operations

Candidate Profile

The manager of Family Match Support will play a key role in reshaping how we support matches, with a focus on family engagement and youth development. This position co-leads the Community Based team and works hand in hand with the Manager of Volunteer Match Support. We are seeking a leader who can inspire change and enhance support for program participants.

Ideal candidates excel in project management, initiative, interpersonal skills, attention to detail, critical thinking, time management, relationship building, and conflict management.

We are seeking a leader who:

• Is representative of the lived experience of youth and families in our programs
• Is an authentic and engaged community advocate and relationship-builder
• Is a hands-on people leader
• Uses creativity and innovation to explore new opportunities to implement and execute the work
• Is a strong communicator and collaborator across all levels of the organization
• Has a demonstrated commitment to JEDI (Justice, Equity, Diversity, Inclusion) 

Essential Job Functions

Supervision and Team Leadership

• Effectively perform all supervisory functions of hiring, coaching, training, disciplining, and terminating, according to BBBSTC policies.  
  • Hold staff accountable to achieve individual and team goals while complying with agency policies and national standards of practice.  
  • Ensure effective performance management through monthly one-on-ones, quality assurance audits, field observations, and annual performance reviews  for staff. Implement action plans and disciplinary procedures with employees as needed. 
• Lead onboarding and training in best practices around customer service, match support, database documentation, confidentiality, and youth protection.
• Identify staff development and training needs and ensure that training is obtained.
• Ensure a high-level of proficiency in applying child safety and risk management throughout all aspects of job function. 
• Provide effective feedback, problem solving, conflict resolution, and training opportunities through case consultations.
• Foster a team culture that promotes collaboration, professionalism, critical thinking, and growth.
• Serve as a member of the Program Management Team
  • Coordinate with other program teams to ensure smooth transitions and consistent service delivery.
  • Contribute to data-informed conversations across programs teams and support in the development of interventions as needed.
• Integrate JEDI practices into team functions and ensure that staff are supported and resourced to have coaching conversations with volunteers and youth/families around issues related to the agency’s JEDI values.

Oversee Team Program Operations 

• Oversee the assignment of new matches to community based team members based on key factors, including caseload size and capacity, specialized programming, language requirements, staff expertise, and needs of the matches.
• Monitor and evaluate processes and best practices and make recommendations for system improvements that support enhanced relationships and youth development.
• Resolve concerns and/or complaints from participants.
• Utilize the agency CRM system to analyze and communicate metrics to measure performance, drive efficiencies, meet grant requirements, and make recommendations and adjustments. 
• Under the direction of the Senior Director of Program Operations, lead initiatives and drive innovation that will result in stronger match relationship outcomes.
• Support coordinators in connecting participants with other staff, community resources, training opportunities and/or referrals, as appropriate.
• At times of turnover, work with outgoing staff on the caseload transition process, communications, and interim support.  
• In collaboration with Program Leadership, identify and assess parent/guardian training needs and support the implementation of training plans to enhance parent/guardian experience. 
• Complete other duties at the discretion of the supervisor.

Contribute to the mission and success of the agency

• Adopt strengths-based perspectives when discussing specific groups or contexts, particularly those historically marginalized. 
• Handle data from youth, families, mentors, or other constituents with care, ensuring secure and private maintenance. 
• Stay informed about community needs, resources, and networks. 
• Collaborate with others to achieve goals outlined in the annual business plan. 
• Honor and respect the diversity of lived experiences, fostering an inclusive and equitable environment within the organization.
• Represent BBBS well in the broader community. 
• Assist in agency-wide events and initiatives including recruitment, fundraising, event management, and community outreach.

Qualifications:

Education and Experience

• Baccalaureate degree in social services, social work, psychology, education or related field
• Minimum 2 years of supervisory experience in building and managing effective teams
• Minimum 2 years of experience in case management 
• Previous experience working with youth ages 8-18, young adults, parents/guardians, and family systems
• Experience implementing and facilitating quality youth programs (strongly preferred)

Knowledge, Skills, and Abilities

• Knowledge of healthy youth development, social emotional learning, trauma informed care, and family services
• Demonstrated commitment to justice, equity, diversity and inclusion, including to youth equity and voice
• Ability to work proactively solve problems and resolve conflicts with staff, volunteers, youth, and parents/guardians
• Solid organizational, problem solving, and interpersonal skills
• Experience working with Salesforce CRM, highly preferred
• Knowledge of confidentiality and mandated reporting to ensure agency policies are adhered to
• Excellent people skills, with experience collaborating in a multi-disciplinary, diverse, and dynamic team  
• Flexible and a self-starter; able to manage multiple concurrent projects while also being highly detail-oriented with an attention to quality  
• Personal qualities of integrity, credibility, and a commitment to the BBBS mission 
• Must possess a valid driver’s license and current auto insurance coverage or have reliable transportation for meeting work responsibilities and priorities
• Ability to work a flexible schedule including some evenings and weekends

Physical Requirements

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copy machines and filing cabinets. This role must be able to remain in a stationary position 50% of the time.

About BBBSTC

Big Brothers Big Sisters Twin Cities is the largest and oldest youth mentoring organization in the greater Twin Cities serving Hennepin, Ramsey, Anoka and parts of Dakota and Washington counties. Each year, we match up to 2,600 youth (Littles) and their families with caring adults (Bigs) who volunteer as youth mentors.

We know all youth benefit from having another caring adult in their life as they experience life's opportunities and challenges. Together with our community, we want every young person to have a mentor, be affirmed in who they are, and explore who they want to be.

• Mission: Create and support mentoring relationships that ignite the power and promise of youth.
• Values: Relationships, Belonging, Youth-Centered, Continuous Learning & Improvement

Justice, equity, diversity, and inclusion (JEDI) are integral to our mission and values at BBBS. We actively incorporate JEDI practices into our daily work to build an organization that recognizes, celebrates, and honors the diverse backgrounds, lives, and experiences of all constituents.

Benefits

We care deeply about our employees and know holistic support is essential for our staff to carry out the BBBS mission. Our generous employment package includes medical, dental, vision and pet insurance, employer-paid short & long-term disability insurance, and life insurance, Health Savings Account (HSA) or Flexible Spending Account (FSA), paid time off accrual & 13 Paid Holidays, and 403(b) retirement plans with employer match.

We recognize the need for flexible scheduling and remote work. Employees are able to work with their supervisors to identify a schedule that works best for both them and the agency. 

Workplace Culture

BBBSTC is an mission-centered, inclusive workplace that strives to create a space where our 60+ employee's unique talents, learning styles and lived experiences are valued. We pride ourselves on our flexible scheduling and hybrid workspace. Creating an engaging work environment is an essential part of our culture. We uphold this commitment through staff surveys, stay interviews, professional development, and quarterly JEDI trainings. In addition, we hold monthly all staff meetings and gatherings, and provide the opportunity to join affinity groups (BIPOC, LGBTQIA+, Mental Health, and White Bodied Accountability), and agency committees (JEDI, Engagement & Connection, and Building & Safety).

Our Hiring Process

Our People & Culture team is committed to a person-first centered approach to our hiring process. We believe in a respectful experience for all parties involved and are committed to taking a JEDI approach. Candidates can apply online via this link: BBBS Careers. Include a cover letter and resume. For all positions, our hiring process includes a Zoom screen and in-person panel interviews, reference and background checks for final candidates. All staff are required to be fingerprinted through the Bureau of Criminal Apprehension (BCA) within the first week of employment. 

Persons of color, women, members of the LGBTQ community, veterans, and individuals with disabilities are strongly encouraged to apply. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources team at careers@bigstwincities.org. At this time, we are unable to provide company sponsored visas and are only considering candidates who are eligible to work in the United States. 

The above statements are not intended to encompass all functions and qualifications of the position. Rather, they are intended to provide a general framework of the requirements of the position. Employees may be required to perform other functions not specifically addressed in this job description.

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