Enrollment and Matching Specialist Supervisor

Job Description

Job Description

Big Brothers Big Sisters of Greater Los Angeles (BBBSLA) seeks a talented, high-energy professional to serve as the Agency's Enrollment and Matching Specialist Supervisor (EMSS)

Big Brothers Big Sisters of Greater Los Angeles (BBBSLA) empowers children and youth (ages 6-24) by establishing enduring, professionally supported mentorship relationships with screened and trained, caring adult volunteers. We collaborate with parents/guardians and volunteers to ensure every child in our programs reaches higher aspirations, gains confidence, builds better relationships, and achieves educational success. Our track record proves that mentoring works, transforming lives one young person at a time.

BBBSLA manages a professional staff of 37 and an annual budget of approximately $4.5-$5M. 40 influential community leaders serve on the governing Board of Directors or as Trustees.

POSITION OVERVIEW:

The Enrollment and Matching Specialist Supervisor (EMSS) plays a critical role in advancing the mission, impact, and visibility of BBBSLA. Reporting to the Community-Based Program Senior Manager, the EMSS oversees the Enrollment and Matching function, ensuring the effective assessment of prospective volunteers and youth for participation in BBBS programs. In addition to performing the duties of an Enrollment and Matching Specialist, the EMSS provides leadership, coaching, and supervision to the EMS team to ensure program goals, performance standards, and timelines are met. The EMSS uses sound judgment, program expertise, and data-informed decision-making to facilitate high-quality, developmentally appropriate matches between Bigs and Littles.

The EMSS is responsible for delivering exceptional customer service throughout the enrollment and matching processes, monitoring team performance, analyzing data, and proactively identifying and resolving challenges. This role also plays an active part in community outreach and partnership development, collaborating with local organizations and stakeholders to expand the pool of prospective volunteers.The ideal candidate brings innovation, energy, and a solutions-oriented mindset, with the ability to balance multiple priorities while supporting long-term strategic objectives. Through leadership, collaboration, and community engagement, the EMSS helps position BBBSLA as a trusted, visible champion for youth across Los Angeles.

This is a full-time, hybrid work position with a mix of virtual and in-office work. The position also requires travel for special events and face-to-face meetings with prospective volunteers and families.

ESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES

The activities and responsibilities outlined below represent the core functions required for successful performance in this role. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these essential functions.

Visitor, Volunteer, & Staff Experience

• Create a welcoming, engaging, and positive environment for visitors, callers, volunteers, youth, families, and staff. Model a culture of professionalism, enthusiasm, and mission-centered service.

Staff Training, Supervision & Meetings

• Train, coach, and develop EMS staff across all core enrollment, assessment, and matching functions.
• Provides day-to-day supervision, workload prioritization, and accountability for Enrollment & Matching Specialists, including performance feedback.
• Lead regular EMS staff meetings to share updates, review performance, address challenges, and reinforce best practices.
• Facilitate individual check-ins, performance discussions and quality assurance with EMS staff.
• Conduct regular quality assurance (QA) reviews of enrollment, assessment, and matching documentation to ensure consistency, compliance, and best practice.

Enrollment & Assessment

• Conduct volunteer enrollments, including orientations, reference checks and interviews.
• Conduct youth and family enrollments, including child and parent interviews, child safety education, and family assessments.
• Conduct orientations and training sessions for volunteers and families to ensure readiness, safety, and program understanding.
• Assess family needs and make referrals for additional or alternative services as needed.

Matching & Relationship Management

• Facilitate match introduction meetings between volunteers and youth/families.
• Maintain relationships with volunteers and children awaiting matches to sustain engagement and readiness.
• Actively monitor and reduce time from enrollment to match by identifying bottlenecks and supporting staff in timely case progression.
• Conduct volunteer and youth reassessments as needed to support match success.

Case Management & Program Analysis

• Maintain timely, accurate, and complete documentation for all individuals and matches, including interview summaries, contact notes, assessments, and concerns in accordance with agency policies.
• Prepare, review, and distribute regular EMS data reports, including enrollment, matching, retention, and caseload trends, using findings to coach staff, adjust workflows, and improve enrollment and matching outcomes.
• Analyze staffing and process data to identify gaps, risks, and opportunities for program improvement.
• Collaborate with service delivery and program staff to ensure seamless transitions and coordinated care.

Communication & Reporting

• Inform the Manager and Director of Programs of critical youth or family incidents, risk concerns, or pre-matching issues in a timely manner.
• Collaborate with service delivery and program staff to ensure smooth transitions and coordinated support.

Engagement, Outreach & Events

• Lead, facilitate, and coordinate Enrollment Day activities to ensure efficient, high-quality volunteer and youth enrollment experiences.
• Deliver presentations to community groups, schools, and organizations to promote volunteerism and family engagement.
• Support and participate in match activities and group events that strengthen volunteer engagement and agency connection.

The statements above reflect the general nature and level of work assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. This job description may be updated or revised as organizational needs evolve.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's Degree required.
• Minimum of 2-3 years applicable work experience in an office environment. Nonprofit experience is a plus.
• Ability to work independently, with an entrepreneurial spirit, demonstrating outstanding communication, presentation, networking, and organizational skills.
• Strong project management and organizational skills, including the ability to plan, prioritize, and complete projects within established timelines and budgets.
• Proficiency with Microsoft Office Suite, cloud-based filing systems, and comfort with basic IT troubleshooting.
• Strong presentation skills.
• Ability to communicate clearly with peers and volunteers, understand diverse viewpoints, build consensus, and provide clear direction to team members and stakeholders.
• Ability to manage multiple priorities in a fast-paced environment, while working independently and collaboratively across teams.
• Excellent interpersonal, verbal, and written communication skills, with strong attention to detail.
• Ability and willingness to work with diverse populations. Bilingual with English/Spanish fluency is preferred.
• Positive, "can do" attitude, even in high pressure situations.
• Exceptional customer service skills.
• Strong analysis, decision-making and problem-solving capability.
• Willingness to work flexible hours including weekend and evenings. Primary schedule will include periodic weekend work.

COMPETENCIES:

Customer/Client Focus: Demonstrates a strong commitment to meeting the needs of internal and external stakeholders. Uses feedback to improve programs and services, communicates with empathy and respect, and builds trust across diverse communities.

Interpersonal Savvy: Builds authentic and effective relationships with people at all levels. Uses tact, diplomacy, and active listening to navigate complex interactions and defuse conflict, while showing genuine respect and appreciation for others.

Approachability: Is approachable, empathetic, and a good listener. Creates a welcoming environment, puts others at ease, and responds thoughtfully even with incomplete or informal information.

Problem Solving & Analysis: Analyzes issues thoroughly to identify root causes, not just symptoms. Anticipates challenges, develops creative solutions, applies lessons learned, and prepares contingency plans to achieve successful outcomes.

Flexibility & Achieving Change: Adapts quickly to changing priorities and ambiguous situations with professionalism. Supports organizational change, remains calm in challenging moments, and helps others adjust constructively.

Commitment to Task: Demonstrates persistence and pride in work, pursuing goals with energy and focus. Takes initiative to exceed expectations and deliver high-quality results.

Results/Outcome Oriented: Consistently meets or exceeds objectives by setting clear goals, monitoring progress, and driving for measurable impact. Holds self accountable for results.

Strategic Alignment: Aligns work with organizational strategy and community priorities. Balances big-picture vision with tactical execution, making thoughtful decisions that strengthen agency-wide outcomes.

WORK ENVIRONMENT:

The conditions outlined below are representative of those encountered while performing the essential functions of this role.

• Work setting: Hybrid office environment. Minimum of two days in office + three days remote / week, with autonomy in setting schedule and determining hours. Some evening and weekend work should be expected.
• Travel: Independent travel to partner sites, events, and meetings required.
• Physical demands: While performing the duties of this job, the employee will regularly be required to sit, stand, walk, reach with hands and arms, and communicate verbally. The role requires frequent use of a computer, telephone, and other standard office equipment. The employee must occasionally lift and/or move up to 25 lbs.

Equal Employment Opportunity

BBBSLA is committed to providing equal employment opportunities to all qualified individuals. Employment decisions are based on organizational needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, physical or mental disability, medical condition, genetic information, sexual orientation, gender identity, gender expression, marital or domestic partnership status, military or veteran status, family or parental status, or any other status protected by federal, state, or local law.

Americans with Disabilities Act

BBBSLA is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA) and state disability laws. Applicants and employees who require a reasonable accommodation to perform the essential functions of their job are encouraged to notify the organization. Reasonable accommodations will be determined on a case-by-case basis, consistent with applicable law.