Manager of Enrollment and Matching

The Enrollment and Matching team (EMT) interviews and assesses diverse families, youth, and volunteers for eligibility in Big Brothers Big Sisters’ mentoring program. EMT provides high-quality customer service, ensures that accepted participants can commit to safe, positive, and healthy mentoring relationships, and identifies quality matches between adult volunteers (Bigs) and youth (Littles). 

Under the direction of the Senior Director of Program Operations, the Manager of Enrollment & Matching is responsible for leading team members with an emphasis on quality, efficiency, continuous improvement, customer service, employee retention and development, and high performance. 

The ideal candidate will demonstrate exceptional customer service skills, a strong work ethic, integrity, initiative, accountability, and attention to detail. They will also possess critical thinking abilities and a commitment to fostering a high-performing team environment.

Job Details

Start Date: As soon as possible

Location: Hybrid with in office requirement on Tuesdays, Wednesdays and Thursdays

Hiring Salary Range: $58,000-$64,000 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

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 checks, field observations, and performance evaluations for staff. Implement action plans and disciplinary procedures with employees as needed. 
• Evaluate new staff proficiency and determine release for independent work.
• Lead onboarding and training in best practices around customer service, interviewing, matching, database documentation, and confidentiality.
• 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.
• 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.
• In partnership with the Senior Director of Program Operations, create and document agency policies, procedures, and practices in areas of responsibility.
• Contribute to JEDI learning initiatives 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

• Lead initiatives and promote cross-team collaboration to enhance the participant experience by strengthening engagement and support during the enrollment process, driving better outcomes. 
• Ensure smooth transitions of participants between teams.
• Monitor and evaluate processes and best practices and make recommendations for system improvements.
• Responsible for effectively resolving concerns and/or complaints from participants.
• Utilize the agency CRM system to analyze and identify trends, anticipate potential challenges, and foreshadow outcomes. Present insights at meetings to ensure the team remains aligned and on track toward achieving goals.
• Complete other duties at the discretion of the supervisor.

Create a positive public awareness of BBBS and contribute to the overall success of the agency in order to achieve the BBBS mission.

• Maintain knowledge of community needs, resources, and networks
• Communicate in a professional manner with external constituents
• Work collaboratively to achieve results as specified in the annual business plan
• Promote teamwork by overseeing and participating in various teams including work groups and interdepartmental meetings
• Positively represent BBBS in the larger community
• Support the Advancement Department in recruitment, fundraising, and communication efforts as needed
• Support the Programs Department with agency-wide initiatives and events as needed.
• Contribute to the overall success of the agency in order to achieve the BBBS mission

Requirements

While we have identified specific requirements for this role, we acknowledge that not all candidates may possess every requirement listed. We encourage all applicants who believe they possess the necessary skills and experience to apply, regardless of whether they meet each requirement to the fullest extent.

Education and Experience

• Baccalaureate degree in social services, psychology, education, nonprofit management, or related field
• Minimum 2 years of supervisory experience in building and managing effective teams
• Minimum 2 years of experience in customer service, intake, and process improvement; participant interviewing experience a plus
• Previous experience working with youth ages 8-18, young adults, parents/guardians, families, and volunteers

Knowledge, Skills and Abilities

• Knowledge of healthy youth development, best practices in mentoring, service delivery and youth equity
• 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
• Ability to communicate effectively and persuasively in oral and written communication on an interpersonal or group level
• Demonstrated ability to work well with a diverse team of individuals
• Knowledge of confidentiality and mandated reporting issues to ensure agency policies are enforced
• 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 has been creating and supporting youth mentoring relationships for over 100 years. Since our inception, we have partnered with more than half a million Twin Cities youth by:

Meeting with a committed caring adult mentor 2-4 x a month 

Accessing resources for Bigs, Littles, and families to keep matches going strong

Connecting with qualified professionals dedicated to youth development

Receiving guided support throughout their developmental years to achieve their full potential

Justice, equity, diversity, and inclusion (JEDI) is an integral part of our mission and values. We recognize, affirm, and celebrate the diverse backgrounds, lives, and experiences of all stakeholders.We strive to ensure that all voices and perspectives are heard and honored.

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 BBBS-sponsored health & dental 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 agency committees (JEDI, Engagement & Connection, Total Wellness, 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 at bigstwincities.org/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.

P.S. Please take the necessary steps to allow the BBBSTC (@bigstwincities.org) and Paylocity (@paylocity.com) domains so that you receive all emails related to your application process. Also, please make sure to check your spam folder as emails from BBBSTC and/or Paylocity can be marked as spam.