Customer Service & Support Jobs in Minnesota (Now Hiring) — 13,199 open — Page 2

Description

 As a Family Match Support Coordinator, your primary focus will be to positively and effectively engage caregivers and youth (Littles) in all aspects of their match experience. You play a key role in supporting match relationship success in the community-based program, with the goal of ensuring safe, affirming, and healthy one-to-one mentoring relationships between volunteers (Bigs) and youth (Littles). You will report to the Senior Manager of Match Support.

The Family Match Support Coordinator is a newly updated position at BBBSTC. This role wears many hats and will participate in redefining how we support volunteers in match relationships. This will include engaging in the creation and implementation of structural change on the team. We are seeking adaptable and enthusiastic individuals who are committed to high-quality customer service.

Job Details

Location: Hybrid with in office requirements in Minneapolis, MN

Hiring Salary Range: $47,000-$51,000 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. Most work falls roughly between the hours of 10am-7pm

Job Type: Full Time, Non-Exempt

Essential Job Functions

1. Provide customized support and case management to youth and their caregivers that are matched in the community-based, one-to-one mentoring program. Youth ages range from 8 to 18 years old or high school graduation.
   • Coordinate & facilitate engaging, face-to-face match introduction meetings. During these meetings, the volunteer, youth, and family meet for the first time. Match introductions take place at the BBBS office, in the community, at the family’s home, and when needed, virtually.  The Match Support Team also facilitates Group Match Introductions on a regular basis where 5-7 matches meet together for their first meeting together
   • Complete required caseload outreach with assigned participants, every month. Contact requires two-way dialogue and is done in-person, over the phone, or via email
   • Continually assess the health of match relationships, focusing on: child safety, relationship development, positive youth development, and participant satisfaction
   • Properly document participant progress notes in the agency database
     • Maintain accurate and timely records for each participant according to BBBSTC and national documentation standards
     • Utilize technology to report, synthesize, and analyze data
   • Coach caregivers and Littles to address and resolve conflicts and barriers within the match relationship, once identified
   • Connect participants with other staff, community resources, training opportunities, and referrals, as appropriate
   • Collaborate with the Volunteer Match Support team to identify different strategies to support the match relationship and enhance participant engagement with BBBS
   • In collaboration with the Manager of Program Events, plan and facilitate a variety of in-person activities and trainings for program participants.  These include working at 4 all-agency annual events and staffing in-office match hangouts monthly 
   • Support additional projects, as determined, in collaboration with supervisor

1. 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

Requirements

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

• Bachelor’s degree in social services or related field, or the following combination of experience in social work, counseling, social services, child development, or other related fields
  • Within 6 months of completing bachelor’s degree
  • AA degree and 4 years relevant work experience
  • No degree, 8 years of relevant work experience
• At least 1 year of experience in assessment writing, case management and/or relationship development with volunteers
• Previous experience with facilitation of groups, youth programming experience highly preferred

Knowledge, Skills and Abilities

• Knowledge of healthy youth development, social emotional learning, trauma informed care, and working with adult learners.
• Experience working with Salesforce CRM, highly preferred.
• Demonstrates a deep understanding of justice, equity, diversity, and inclusion principles and the ability to coach and mentor volunteers in these areas.
• Positively contributes to change efforts by inspiring and motivating colleagues, fostering a culture of collaboration and a shared vision for the future.
• Demonstrates resilience in the face of change or adversity, maintaining a positive and constructive attitude that helps the team navigate transitions effectively.
• Possesses strong conflict resolution skills, effectively managing and resolving conflicts with colleagues, program participants, and stakeholders.
• Knowledge of confidentiality and mandated reporting to ensure agency policies are adhered to.
• Demonstrates the ability to efficiently organize tasks, manage multiple priorities, and maintain a structured approach to work, ensuring that projects are completed on time and with attention to quality and detail.
• Excels in identifying challenges, analyzing information, and developing innovative solutions, contributing to a proactive approach to addressing complex issues.
• Possesses excellent customer service and interpersonal skills, effectively building relationships and collaborating with colleagues, program participants, and stakeholders, contributing to a positive and collaborative work environment.
• Demonstrates a high degree of adaptability in a dynamic work environment, readily embracing change and proactively seeking new ways to improve processes and outcomes.
• Maintains an open-minded approach to new ideas, perspectives, and feedback, welcoming diversity of thought and valuing the input of others.
• Must be available to work nights and weekends; willingness to schedule around participant availability.
• Must have reliable transportation; and/or valid drivers’ license and current auto insurance that meets minimum requirements.

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

 Our values are integral to our mission at BBBS. We actively incorporate practices that align to our values 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 a 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 staff culture 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 (Values in Action, 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 [email protected]. 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. To ensure you receive all emails related to your application process, please add the domains '@bigstwincities.org' and '@paylocity.com' to your email whitelist or approved sender list and regularly check your email spam folder, as emails from BBBSTC and/or Paylocity can occasionally be marked as spam. This will help ensure that you don't miss any important communication regarding your application.