Program Support Specialist-Full-time

Position : Full-time Program Support Specialist

Reporting Relationship : Chief Program & Operating Officer

FLSA Classification : Exempt

Salary Range : $44K - $47K - Commensurate with work experience, degree credential(s) and Bilingual language skillset.

Benefits: BBBS offers a competitive benefits package which includes Health and Dental coverage, Vision, Critical Illness, Accidental coverage, Voluntary and Basic Life Insurance, Short and Long-term disability, Flexible Spending Account, and a matching 401K retirement plan.

ABOUT BIG BROTHERS BIG SISTERS OF METRO CHICAGO (BBBSChi):

BBBSChi’S Mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth.

BBBSChi’S Vision is that all youth achieve their full potential.

Big Brothers Big Sisters of Metropolitan Chicago is an affiliate of the nation’s largest donor-and volunteer-supported mentoring network. We provide high quality mentoring services to thousands of children and their families across Cook, DuPage and Lake Counties in both Illinois and Indiana. Big Brothers Big Sisters carefully matches children (“Littles”) with caring, screened and trained adult mentors (“Bigs”). Throughout the course of their mentoring relationship (“match”), we monitor and support the match, providing safety and quality measures, as well as outcome-based activity ideas and goals. Learn more at .

BBBSChi’s Core Value is that we deeply believe Access, Belonging, and Opportunity is paramount and fundamental to BBBSChi’s success. We all work to build and   maintain   a positive work environment for our staff, volunteers, and program participants. It is our belief that every staff member should embrace   these principles in the decision-making process.   Therefore, we fully expect the ideal candidate   will carry   out their function with these core values in mind and treat everyone respectfully and fairly.

Position Summary:

The Program Support Specialist will report to the Chief Program & Operating Officer and collaborate closely with program staff to enhance the quality, longevity, and impact of mentoring services. This individual will support program operations by assisting in various functions across the organization. The role involves working in four key areas: Customer Relations , Enrollment , Match Support and Partnership & Program Facilitation . The specialist will also assist with programmatic projects as assigned, helping to ensure a seamless experience for both volunteers and families. In addition, the Specialist will incorporate Agency approved AI-supported tools (e.g., Microsoft Copilot) to enhance service delivery, improve workflow efficiency, and support high-quality, timely documentation while upholding confidentiality and ethical standards.

Note: This is a floating position, meaning the specialist will rotate between these functional areas depending on current program needs.

Supervisory Responsibilities :

This position has no supervisory responsibilities .

Responsibilities:

• Inquiry and Application Process: Respond to inquiries from volunteers and families within 24 to 48 hours to ensure prompt customer service and support, with the intent to inform them about program options and enroll them in the Community or Site Based programs.
• Volunteer and Youth File Management: Ensure accurate and thorough completion of volunteer and youth files, in accordance with BBBS procedures. This includes background checks, social media assessments, and reference checks.
• Conduct Enrollment Interviews: Interview volunteers and youth interested in participating in community or site-based programs. Ensure all necessary information is captured to make informed match decisions.
• Assessments and Documentation: Using interview notes, background checks, and clinician insights as appropriate, complete detailed written assessments or re-assessments for both volunteers and youth within 48 hours after the interview.
• Match Relationship Creation: Based on the current pool of volunteers and children, create safe, appropriate, and sustainable one-to-one mentoring matches.
• Match Presentations and Introduction Meetings: Complete match presentations for ready-to-be-matched volunteers and youth and facilitate Match Introduction Meetings.
• Process Coordination: Collaborate with all program staff to ensure that volunteers and families experience a seamless process from initial inquiry to match completion.
• Match Support: Support assigned matched volunteer and youth through live match support contact completion and accurately and timely document these in the Matchforce Salesforce system.
• Partnership & Program Facilitation: Recruit for and facilitate assigned site based program sessions, utilizing established protocols and approved program activities.
• Survey Administration and Reporting: Assist program staff in administering surveys (e.g., SORs, YOS, COS, RPIs, and Match Satisfaction) and compile reports to inform program development.
• Data Management: Maintain accurate records in the Matchforce Salesforce system, ensuring that all data is up to date.
• AI Technology : incorporate Agency approved AI-supported tools (e.g., Microsoft Copilot) to enhance service delivery, improve workflow efficiency, and support high-quality, timely documentation while upholding confidentiality and ethical standards.  
• Progress Updates: Provide weekly schedules, progress updates, and reports to the direct supervisor.
• Training and Event Support: Attend and, as needed, facilitate programmatic sessions, meetings, orientations, and special events.
• Confidentiality and Safety: Ensure the confidentiality and safety of all program records and documentation.
• Other Duties as Assigned

Work Environment:

This position operates in a professional office environment.

This role routinely uses standard office equipment i.e., computers, phones, photocopiers, etc.

There is an expectation to work in office a minimum of two days per week.

  To apply Please forward your resume, cover letter and salary requirements to:

Big Brothers Big Sisters of Metropolitan Chicago

Attn: Human Resources

130 S. Jefferson St., Suite 200

Chicago, IL 60661