Big Brothers Big Sisters of Central Texas is seeking a talented manager to oversee our Enrollment function, which is responsible for creating long-lasting, high-impact mentoring relationships between volunteer mentors and children in need of support. This key management position directly manages all processes associated with intake, screening, assessing and matching volunteers and children. The Enrollment Director ensures a balanced focus on high quality service delivery, results-oriented performance management, and top level customer service to program participants and community partners. Strong business process orientation, supervisory skills, and professional assessment skills are all highly desired attributes.
Qualified applicants should submit a letter of interest and resume via our jobs email address to the attention of Gil Levy, Vice President of Programs. All resumes should have “Director of Enrollment” in the subject line.
The broad function of this position is to oversee the agency’s enrollment process, which includes the Customer Relations and Enrollment functions, for the entire BBBS of Central Texas service delivery area. The enrollment process includes fielding applicant inquiries, disseminating applications and other appropriate paperwork for completion and submission, processing of paperwork, scheduling interviews to assess volunteers and children, orienting them to BBBS programming, creating their match relationships and making recommendations for their match support needs. These functions will be conducted in accordance with the Big Brother Big Sisters of America standards of practice and service delivery model. The successful employee will lead the Enrollment staff team to produce positive outcomes in the following areas: new matches, volunteer yield and processing time; youth yield and processing time; and customer satisfaction.
1. Ensure implementation of all enrollment essential practice as follows:
- Respond to each inquiry within 24 hours
- Ensure applications and other appropriate paperwork are disseminated in a timely manner, applications are processed upon receipt and interviews are scheduled as soon as there is available staff,
- Ensure individual orientations are conducted at time of the in-person interview; interviews are conducted at a location and time convenient to the customer; a structured and standardized interview that assesses child safety issues and match considerations while balancing customer service is conducted; a thorough assessment is made, utilizing a national criminal background check on-line system; providing child sexual abuse prevention and education training; that parental preferences are requested and honored; that volunteer support and training needs are identified with recommendations for individualized match support; that matches are made based on preferences, expectations, needs, and the experiences of volunteers, parents and youth; the continual management and updating of status for volunteers and youth in the queue for service delivery; and cross-functional training of staff to respond to periods of high demand.
2. Supervise, hire, train, coach & monitor Customer Relations and Enrollment Specialists.
3. Review and approve employee timesheets, expense and mileage reimbursement documentation and time-off requests.
4. Document group and individual work performance, develop and implement action plans and disciplinary procedures with employees as needed.
5. Ensure that all agency personnel policies and procedures and BBBSA Standards of Practice are followed by employees.
6. Develop a thorough understanding of all agency quality and growth measures.
7. Monitor individual staff and team performance to ensure that agency established goals in the area of Enrollment are achieved and maintained monthly and annually.
8. Monitor enrollment scheduling including the interview appointment process and work distribution among staff to ensure the most efficient and effective practices.
9. Identify and eliminate any barriers interfering with the completion of the enrollment process.
10. Ensure high-level proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function. Identify child safety issues for volunteers, children and their families.
11. Ensure the provision of superior customer service to all program participants.
12. Develop knowledge of all program options in order to be able to assign participants accordingly.
13. Ensure that volunteer choice is one of the main factors that drive matching decisions.
14. Make matching decisions based on assessment information obtained in the enrollment process that have the potential to result in strong mentor/mentee relationships.
15. Ensure that staff provides timely and comprehensive written assessments and recommendations for participation in the program based upon assessments of each individual. Coach staff to produce quality written assessments and provide editing as needed.
16. Maintain up-to-date and accurate paperwork, files and database records for all participants according to BBBSA and agency standards.
17. Actively participate in the implementation of training and development of new staff and program participants using BBBSA performance management training materials and practices. Participate in new and updated training as it becomes available.
18. Promote a positive work environment through a proactive, solution-oriented perspective, and encourage others to follow suit.
19. Plan and organize work activities that demonstrate a commitment to goals established by the Board of Directors regarding agency quality and growth.
20. Attend conferences and trainings to achieve maximum development of professional skills when required.
21. Participate in program activities, special events, recruitment and fundraising as needed.
1. Supervisory Skills – Demonstrated ability to manage and motivate employees on both the group and individual levels.
2. Customer/Client Focus—Is dedicated to meeting the expectations and requirements of fellow staff, volunteers, children, parents and agency partners; talks and acts with them in mind; establishes and maintains effective relationship with customers/clients and gains their trust and respect; views her/his role as adding value to the experience of volunteers and children in their match relationship; creates and seizes opportunities to match customer interest with program options; answers detailed questions about program options, builds parental support for the match; deals effectively with diversity, demonstrates high degree of flexibility and adaptability, displays enthusiasm and commitment; maintains a positive “can-do” attitude.
3. Results/Outcome Oriented--Is motivated by results; can be counted on to meet and exceed goals successfully; sets clear objectives and measures, monitors process and progress.
4. Work Ethic – demonstrates a sense of responsibility for job performance and maintains the discipline necessary to complete projects effectively and efficiently.
5. Rapport Building— Relates well to all kinds of people; builds appropriate rapport; is approachable; puts others at ease; is sensitive to and patient with the needs and interests of others; maintains constructive and effective relationships; uses diplomacy and tact; capable of diffusing difficult situations comfortably; is able to effectively manage frustration.
6. Listening—Practices attentive and active listening; has the patience to hear people out, can accurately restate the explanations and opinions of others, both verbally and in writing.
7. Professional Assessment Skills—Can clearly articulate the strengths and limitations of people with regard to how they might influence BBBS match relationships; can accurately project what various people are likely to do across a variety of situations; asks relevant questions and probes all possible sources for answers; identifies incomplete information and makes efforts to obtain greater understanding when necessary. Makes evidence-based and informed decisions.
8. Organizing—Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner; follows established process.
9. Priority Setting—Spends his/her time and the time of others on work that is most critical and relevant to the BBBS mission; able to quickly identify most important and pressing tasks, can quickly sense factors that will either help or hinder goal accomplishment; eliminates roadblocks; creates and sustains focus.
Minimum Bachelors degree in social services or related field. A Master’s degree is a plus. Minimum three years experience directly supervising employees in a management role. Demonstrated professional human service experience working with both child and adult populations; specific assessment, intake or interview experience preferred. Bilingual ability in Spanish is desired. Proficiency in Microsoft Office; including Word and Excel is desired. Must have car, valid driver’s license, and meet state required automobile insurance minimums. Must be able to pass a criminal background check as conducted by the agency.
Required Skills and Abilities
Excellent oral and written communication skills reflecting solid customer service and high-level interviewing skills; ability to build rapport with customers/clients; relate well in multicultural environments; maintain confidentiality throughout daily operations; effectively supervise staff in the enrollment department and to collaborate with other staff; manage time effectively; and focus on details. Ability to collect meaningful data and draw solid conclusions. Able to work in an office or home environment as well as to travel to local communities and neighborhoods to perform home visitation as necessary. Able to work flexible hours to meet customer/client needs.