Big Brothers Big Sisters of South Central Indiana

Customer Support

• Contributes to the Program team by providing exceptional customer service to volunteers, youth and families, to efficiently and effectively enroll, match and support them in the Big Brothers Big Sisters program.
• Delivers quality service; works to facilitate a positive match experience.
• Documents high quality, professional assessments and notes in the database; and meets or exceeds program goals.
• Regularly exercise discretion and judgment to continually assess match relationships focusing on child safety, match relationship development, positive youth development, family engagement, and volunteer satisfaction.
• Address and resolve real and/or potential problems and barriers once identified.
• Assess needs and provide individual training, information, and support for each match participant to assure a positive youth development experience for the child, a high level of support and engagement for the family, and a successful and satisfying experience for the volunteer.
• Apply strategic interventions to identify and strengthen match relationships that require extra support to continue to grow the match relationship.
• Provide information and provide resources to youth and/or families in need of additional support or services. Maintain contact to ensure the parties in need have obtained the appropriate resources and are on a path to resolution and/or success.
• Provide high-level expertise in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job function.
• Ensure all school-based programs and community-based contacts and initiatives are operating within program guidelines.
• Conduct introduction meetings for new match relationships and, as required, facilitate enrollment procedures to successfully enroll and acclimate participants into the Program.
• Effectively administer all outcomes surveys with match participants and accurately track data; Responsible for maintaining accurate documentation and database entry per national and agency standards.
• Collaborate with other service delivery staff to ensure smooth transition among functions.
• Help in other program areas as part of the team when needed, attend events as requested by the agency.
• Assist in program development and strategies for growth through participation with workgroups.
• Assist in defining and meeting deliverables and/or outcomes for the Program team.
• Regularly and consistently demonstrates the Big Brothers Big Sisters of Central Ohio values and guiding principles.
• Performs other duties as assigned.

Match Support Specialist