Match Support Specialist

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Full Time BIG BROTHERS BIG SISTERS OF METRO ATLANTA, Atlanta, GA, US

7 days ago Requisition

TITLE:Match Support Specialist

DEPARTMENT:Programs;
Traditional Community;
Match Support

REPORTS TO:Senior Match Support Program Manager

CLASSIFICATION:Full-time;
Exempt

Position Purpose
The Match Support Specialist is responsible for actively managing an assigned portfolio of mentoring matches and fostering strong, positive relationships among Bigs, Littles, and parents/guardians. This role provides ongoing assessment, coaching, guidance, and intervention to promote safe, impactful, and enduring mentoring relationships. The specialist regularly connects with participants by phone, email, and virtual meeting; evaluates match quality, safety, satisfaction, and progress toward goals;

connects participants with resources; addresses concerns; and maintains accurate documentation. The position plays a vital role in advancing BBBSMA’s mission by strengthening match quality, retention, youth outcomes, and participant satisfaction.

Performance Measures
Success is measured by completion of required match support contacts and follow-up within established timelines; timely, complete, and accurate case documentation in Salesforce/CRM; effective management of the assigned caseload; match retention and closure outcomes; child safety compliance; participant satisfaction; identification and follow-up of at-risk matches; facilitation of assigned trainings and match meetings; adherence to agency and national standards; and contribution to departmental and agency goals.

Essential Duties and Responsibilities

• Manage an assigned portfolio of mentoring matches, ensuring required contacts, assessments, documentation, interventions, and follow-up are completed in accordance with BBBSMA policies and national standards.
• Facilitate and document match introduction meetings and provide ongoing support that accommodates Big and family schedules and aligns with BBBSMA standards.
• Facilitate assigned pre-match trainings and other participant learning opportunities in accordance with agency curriculum and standards.
• Build strong professional relationships with Bigs, Littles, and parents/guardians; provide coaching, guidance, and resources that strengthen mentoring relationships and support positive youth development.
• Assess match quality, relationship development, participant satisfaction, youth safety, and progress toward identified relationship and youth-development goals during ongoing match support contacts.
• Identify matches at risk; develop and document appropriate intervention strategies; provide coaching and resources; and elevate complex or safety-related concerns to leadership.
• Recognize, document, immediately report, and appropriately respond to child safety and risk-management concerns in accordance with BBBSMA policies and applicable standards.
• Facilitate thoughtful and appropriate match closures, including participant communication, assessment of closure circumstances, required documentation, and coordination of re-engagement or re-enrollment when appropriate.
• Support participant engagement opportunities, trainings, workshops, and events as assigned.
• Work collaboratively with staff to ensure seamless transitions among program functions and processes and maintain timely, accurate documentation for each match in Salesforce/CRM.

Skills and Knowledge Required

• Strong interpersonal skills and commitment to inclusive, culturally responsive, high-quality customer service.
• Excellent oral and written communication abilities, including active listening, empathy, and…