Director of Community Based Programs
Charlotte, NC
Full Time
Match Support
Executive
Big Brothers Big Sisters of Central Carolinas (BBBSCC) is looking for a Director of Community Based Prtograms to join our team in our Charlotte, NC office.
Requirements
SKILLS AND KNOWLEDGE
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS
Office environment. This position is located in our Charlotte office.
TRAVEL REQUIREMENTS (LIST AS A % OF TOTAL WORK TIME <5%)
Stationary Position
Must be able to remain in a stationary position at least 50% of the time
Traverse
Must be able to move about the inside of the office
Communicate
Must be able to exchange accurate communication
Operate
Must be able to operate office productivity machinery (i.e. computer, copier etc.)
Lift
Must be able to lift office equipment up to 25 pounds
Core Competencies
Customer Focus
Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet customer support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results.
Problem Solving & Analysis
Able to gather appropriate data and diagnose the cause of a problem before acting; separate causes from symptoms; apply lessons learned from others who encountered similar problems or challengers; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action.
Flexibility & Achieving Change
Able to positively deal with changes that affect job requirements or work assignments; adapt to shifting priorities in response to the needs of matches, quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objections are ambiguous; support organizational change.
Continuous Improvement & Gets Results
Able to identify and apply “best practices” in own work; improve efficiency by planning and organizing work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track own performance; adapt work practices in order to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes if own work.
Decisiveness & Judgment
Able to demonstrate sound judgment in routine, day–day decisions; think critically to make decisions and take action, even in non-routine situations; rapidly make reasonable assessments with limited information; consider sound judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation.
Open Communication
Able to use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communications content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.
Strategic Alignment
Able to align own work objectives with the organization’s strategic plan or objectives; take organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the community affects the business and how own action and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.
Valuing Diversity
Able to seek out and work effectively with others who have diverse perspectives; talents; background and/ or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about his/her own behavior that might be perceived as biased.
Benefits
Do you want to go home—every day—knowing you made a difference in the life of a child? If so, join the Big Brothers Big Sisters team, and make a difference in the future of your community.
FLEXIBLE SCHEDULES AND GENEROUS PAID TIME OFF
We know that healthy, happy employees are more effective and enjoy their roles. We have policies in place that back it up.
HYBRID OFFICE MODEL
Our hybrid model combines the best of both worlds — being together at the office and finding time for remote work each week.
WORK THAT MATTERS
The work we do every day changes the trajectory of kids’ lives throughout the Central Carolinas.
COMPREHENSIVE BENEFITS
Our job benefits help take care of your present and future. Access to group health insurance and retirement, and long and short-term disability.
WE BUILD AND SUPPORT MENTORS. WORK IN A VALUES-ORIENTED COMMUNITY. CHANGE LIVES.
Equal Employment Opportunity
BBBSCC provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability, or any other federal, state of local protected class.
Americans with Disabilities Act
Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation.The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
Job Responsibilities
The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSCC may change the specific job duties with or without prior notice based on the needs of the organization.
The ideal candidate will assure and facilitate quality, efficient match support and retention services for agency matches in community-based programs by building, leading, and managing a star team of program specialists.This position reports to the VP of Programs.
The Big Brothers Big Sisters team is driven by the opportunity to provide Central Carolinas youth a chance to achieve their full potential. We need people like you who are ready to merge your talents with your passion to make a difference. Apply today and discover the power of mentorship and the impact of your work behind the scenes.
POSITION SUMMARY
Reporting to the VP of Programs
- Responsible for assuring and facilitating quality, efficient match support and retention services for agency matches in community-based programs by building, leading, and managing a star team of program specialists.
Key Duties And Responsibilities
- Directly supervise and direct training of staff including Match Support Specialists, Program Support Specialists, Manager of Program Events and Education and College and Career Program Coordinator. Meet regularly with team members individually and in Team Meetings.
- Track individual and team performance through review and analysis of individual and team metrics. Provide individual and team feedback to direct reports on a regular basis and as needed to improve performance and teamwork.
- Work closely with VP of Programs to understand and maintain knowledge of funder requirements and grant goals for various funders/programs.
- Facilitate teamwork, group cohesion, and future planning.
- Provide professional guidance and appropriate feedback for handling sensitive match issues and family situations. Assist with search and updates for appropriate community resources.
- Conduct ongoing Quality Assurance review of Match Support as per BBBSCC policies and procedures and in-keeping with BBBSA Standards of Practice.
- Coordinate training of new team staff members, assuring quality orientation and training according to agency procedures. Coordinate annual Child Safety training for Program Staff.
- Work with Vice President of Programs to develop goals and objectives for metrics such as length of match, retention, rematch rate, and support contact rates.
- Maintain working knowledge of the BBBS America Service Delivery Model and local agency policies and procedures and ensure Quality Assurance compliance.
- Maintain strong knowledge of The Learning Exchange/BBBS training resources and utilize them for training team and /or volunteers and Parents.
- Maintain working knowledge of Matchforce database system, work with VP of Programs to train/update staff regarding its most effective use, and work with other program leaders to maintain integrity of database system.
- Meet regularly with VP of Programs to review individual and team performance.
- Oversee Team in supporting the Program Event and Education Manager and College and Career Program Coordinator in the needs for signature Program Events and projects, such as Big of the Month/Year, Bosse Scholarship, Graduation and Big Day at the Lake.
- Develop and submit reports regarding Match Support Team, College and Career, and Program Education and Events as requested.
- Identify, document, track, and schedule “impact matches” for agency events as requested.
- Participate as a productive and engaged member of the Program Management Team to assist with overall program review and planning.
- Monitor and or assign team caseloads in absence of staff.
Requirements
- Bachelor’s degree required. Experience in and thorough understanding of mentoring, positive youth development, risk and protective factors. Must possess a proven track record of success as a manager/supervisor.
- A minimum of five years of experience in the social services industry, along with at least one year’s experience supervising/training staff in the social services field.
SKILLS AND KNOWLEDGE
- Results-driven, and goal-oriented, and possess strong interpersonal skills with the ability to work within diverse populations and geographic areas as well as possess a demonstrated ability to think strategically and work collaboratively to inspire, motivate and focus internal team members to the agreed upon goals.
- Outstanding verbal and written communication skills
- Outstanding leadership and teamwork /team facilitation skills.
- Excellent project planning and organizational skills, with attention to detail.
- Professional demeanor and ability to represent agency to community.
- Thorough knowledge of community social service resources.
- Ability to communicate effectively with management, line staff, and agency
- clients.
- Superior teaching and training skills that foster a culture of commitment, dedication and purpose for those under supervision.
- Excellent computer literacy skills to include knowledge of Microsoft Excel, Microsoft Word, and Outlook.
- Tech savvy and ability to adapt to new technology.
- Ability to monitor for performance and empower for growth, yet not micromanage.
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS
Office environment. This position is located in our Charlotte office.
TRAVEL REQUIREMENTS (LIST AS A % OF TOTAL WORK TIME <5%)
Stationary Position
Must be able to remain in a stationary position at least 50% of the time
Traverse
Must be able to move about the inside of the office
Communicate
Must be able to exchange accurate communication
Operate
Must be able to operate office productivity machinery (i.e. computer, copier etc.)
Lift
Must be able to lift office equipment up to 25 pounds
Core Competencies
Customer Focus
Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet customer support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results.
Problem Solving & Analysis
Able to gather appropriate data and diagnose the cause of a problem before acting; separate causes from symptoms; apply lessons learned from others who encountered similar problems or challengers; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action.
Flexibility & Achieving Change
Able to positively deal with changes that affect job requirements or work assignments; adapt to shifting priorities in response to the needs of matches, quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objections are ambiguous; support organizational change.
Continuous Improvement & Gets Results
Able to identify and apply “best practices” in own work; improve efficiency by planning and organizing work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track own performance; adapt work practices in order to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes if own work.
Decisiveness & Judgment
Able to demonstrate sound judgment in routine, day–day decisions; think critically to make decisions and take action, even in non-routine situations; rapidly make reasonable assessments with limited information; consider sound judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation.
Open Communication
Able to use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communications content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.
Strategic Alignment
Able to align own work objectives with the organization’s strategic plan or objectives; take organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the community affects the business and how own action and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.
Valuing Diversity
Able to seek out and work effectively with others who have diverse perspectives; talents; background and/ or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about his/her own behavior that might be perceived as biased.
Benefits
Disability insurance
Health insurance
Paid time off
Flexible schedule
Do you want to go home—every day—knowing you made a difference in the life of a child? If so, join the Big Brothers Big Sisters team, and make a difference in the future of your community.
FLEXIBLE SCHEDULES AND GENEROUS PAID TIME OFF
We know that healthy, happy employees are more effective and enjoy their roles. We have policies in place that back it up.
HYBRID OFFICE MODEL
Our hybrid model combines the best of both worlds — being together at the office and finding time for remote work each week.
WORK THAT MATTERS
The work we do every day changes the trajectory of kids’ lives throughout the Central Carolinas.
COMPREHENSIVE BENEFITS
Our job benefits help take care of your present and future. Access to group health insurance and retirement, and long and short-term disability.
WE BUILD AND SUPPORT MENTORS. WORK IN A VALUES-ORIENTED COMMUNITY. CHANGE LIVES.
Equal Employment Opportunity
BBBSCC provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability, or any other federal, state of local protected class.
Americans with Disabilities Act
Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation.The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
Job Responsibilities
The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSCC may change the specific job duties with or without prior notice based on the needs of the organization.
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