SUMMARY

In this business environment rooted in mission, the Mentor Support Specialist provides exemplary customer service by effectively communicating with Big mentors via telephone, electronic and face-to-face channels while following KSBBBS guidelines and expectations. Mentor Support Specialists must consistently provide excellent customer service, possess effective problem solving skills, and be willing and able to contribute to the development of their own skills as well as a growing team learning environment.

ESSENTIAL RESPONSIBILITIES

It is the role of the Mentor Support Specialist to build effective relationships with Big mentors, supporting them as they work to ensure positive impacts for youth facing adversity and creating a strong sense of affiliation with KSBBBS.

• • Conduct the match meeting, contacts, supervisions and closures within the guidelines outlined in KSBBBS policies and procedures to ensure a successful and viable relationship.

    • Conduct home visits and face-to-face interviews with the Little Brother/Sister applicants and their parents and/or legal guardians.

    • Complete needs assessment and intake on Little Brother/Sister applicants.

    • Process child screening including parent/guardian permission forms and interviews.

    • Interview potential Big mentors.

    • Process screenings including background checks, reference calls and interviews on prospective Big mentors.

    • Conduct home visits and face-to-face interviews with Big mentor applicants.

    • Compile interview information on Big mentor applicants in preparation for evaluation and recommendations.

    • Conduct file showings (presenting the Big mentors with best fit youth choices).

  • Continually assess the match relationship focusing on: match relationship development, child safety, privacy, positive youth development and volunteer satisfaction. Identify, address and resolve real and/or potential problems and barriers as early as possible.

  • Provide weekly and monthly reports to the Supervisor/ Regional Director. Maintain organized and well-documented supervision files in the agency database.

    • Obtain and maintain up-to-date information of volunteers and clients including phone numbers, addresses, school and work information, etc. and update this information in the agency database accordingly.

  • Develop and maintain partnerships with assigned schools and/or school districts in order to implement the school-based program.

    • Oversee the setup of the Bigs in Schools program at the assigned schools.

  • Conduct exit interview with all parties at match closure. Assess reasons for match closure and re-match potential. When match terminates pre-maturely or unexpectedly, refer exit interview to supervisor for third-party assessment.  

  • Participate in For Kids’ Sake, group activities, Big for a Day events, recruitment and other activities important to the advancement of the agency‘s mission.

    • Capable of transporting youth to various events either with your own vehicle or a vehicle provided by the agency.

  • Represent KSBBBS at various meetings, conferences, events and other functions as necessary to fulfill the goals of the program.

  • Make timely referrals to appropriate agencies when problems are encountered.

QUALIFICATIONS

• • Bachelor’s degree required

  • Previous customer service experience a plus

  • Fluency in Spanish a plus

  • Working with populations facing adversity a plus

  • Knowledgeable in Microsoft Office and database programs

  • Strong verbal and written skills

  • Excellent time management and organizational and multi-tasking skills

  • Must have a valid driver’s license and provide valid auto insurance with employee name listed as vehicle operator

• SUPERIOR CUSTOMER SERVICE ABILITIES

  • Patience with a confident and calming presence

  • Attentiveness

  • Clear communication skills

  • Ability to “read” volunteers

  • Ability to handle stressful situations

  • Ability to use positive language and reaction skills

  • Follow through and follow up in a timely manner

  • Goal oriented with a desire to achieve and grow professionally

  • Ability to engage and build relationships with adults of all backgrounds and ages 

BEHAVIOR NORMS AND COMPETENCIES

• • Is receptive to direction, feedback and guidance

  • Shares own needs, wants, and perspectives in a positive way

  • Appreciates and values individual differences

  • Shows engaged and active listening so that others feel heard and understood

  • Seeks collaboration by encouraging others’ ideas and input

  • Takes initiative to find out what is expected and receive feedback

  • Delegates appropriately and lets people do their work

  • Uses personal mistakes as opportunities to learn and grow

  • Flexible problem-solver and adapts approach to be most effective

  • Follows and encourages others to follow policies, procedures, and behavior norms

  • Follows through with goals and commitments

  • Focuses on own job responsibilities instead of what others are or are not doing

  • Maintains healthy boundaries and does not participate in negative talk

  • Is willing to cross-train and cover for others as needed

WORK ENVIRONMENT

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• • Routine & flexible office environment with the ability to work away from the office and beyond regular work schedule when needed to complete the work

  • Moderate independent travel 

Primary focus of the job to be determined between supervisor and employee based on the needs and size of the supporting organization.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. KSBBBS is an Equal Opportunity Employer.

TO APPLY

Email Cover Letter and Resume to:

jbates@kansasbigs.org

Jenny Bates

Area Director

Kansas Big Brothers Big Sisters serving Ellis County