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A career with Big Brothers Big Sisters is an opportunity to merge your talents and personal values with your desire to make a difference.
One of the most rewarding ways to get involved with Big Brothers Big Sisters is to work with us. A career with Big Brothers Big Sisters is an opportunity to merge your talents and personal values with your desire to make a difference.
Every day, we are changing the perspectives of children and enabling them to see the world around them in a more positive light. With that new-found point of view, they can see their potential more clearly and dream bigger about their future. Our success is a result of committed and inspired employees, working together to make a lasting impact on America's youth, schools, and communities.
An Opportunity for Growth
That's obviously true for the children we serve. But it's also true within our organization. We need talented and passionate people in a variety of areas including Executive Leadership, Fund Development, Program Management, Marketing and Communications, Human Resources, Finance, and Information Technology.
We are committed to a diverse workforce with representation from every walk of life. We recognize how our organization is greatly enhanced when we unite people of diverse backgrounds, experiences, and perspectives.
Current opening at Big Brothers Big Sisters Mountain Region
Position Title: Program Manager
Reports To: Vice President of Program (VPP)
Job Status: Full Time/Exempt Direct Reports: 3 - 8
Provide leadership to program staff through support, training and guidance. The Program Manager is responsible for the planning, implementation, and direction of the day to day operations of the mentoring programs, including the coordinating and supervising of program staff activities. This includes evaluating and maintaining the quality and quantity of the program services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Supervision, Mentoring and Coaching:
- Assists with Hires, engages, develops, and holds staff accountable to work efficiently and effectively and to achieve individual and team goals while complying with local polices and national standards of practice. Establishes and ensures a system and culture of continuous staff learning, development and succession planning
- Using the agency’s strategic plan and input from the VPP and HR, recruit, select and train new employees
- Partner with program team to focus on performance management utilizing outcomes generated from database reports
- Create, implement and monitor a professional development plan for each employee ensuring the resources needed to complete the plan are available. Ensure that the developmental plans include long and short term goals for the agency as well as incorporating the professional goals of the employee. Provide on-going feedback, coaching and mentoring to program staff
- In partnership with program management team, manage new initiatives, e.g. research projects, grant performance, and new program initiatives.
- In coordination with program management team, develop and maintain the staff onboarding and training program to include training records, assessment tools, ongoing training requirements and feedback procedures. Work in partnership with HR to ensure staff completes all necessary training
- Act as the back up to the VPP as requested or in their absence, ensuring the day to day operations of the program activities run effectively and efficiently; i.e. approving timesheets; attending or conducting meetings; responding to emergencies and crisis situations and other high level duties which may be assigned. Escalate staff performance issues as appropriate
Management of Program Service Delivery:
- Develop and implement program evaluation tools
- In partnership with the VPP and Program Management Team, continuously review and audit program files such as case notes, closure procedures, database entries, assessments and other program related records for quality, accuracy and timeliness of entries, recommend processes that improve data and recorded information thus increasing efficiency and effectiveness of the record management process
- Ensure that continuous improvement practices, procedures and policies are implemented to deliver the highest quality of service to staff and program participant
- Ensure Standards of Practice and National Service Delivery Model is implemented and carried out by Program Staff
- Coordinate all surveys involved in the BBBS Outcomes System as scheduled, compile data, and report results
- Intervene in crisis situations to facilitate a positive resolution of problems
- Monitor workloads to ensure maximum coverage, high quality matches and efficiency and timely high quality enrollment of volunteers and children
- Manage a small caseload of primarily volunteer and board matches
- Accountable for program performance. Monitors program staff related to effectiveness using work flow and tracking systems (i.e., AIM); gathers accurate information for reports, tracks performance & develops measures to ensure quality efficient enrollment and matching of volunteers and children as well as growth and high quality matches between volunteer and child
- Plans, leads and drives implementation of programs designed to increase and strengthen Big and Little match relationships, family engagement and youth development. Manages critical service and workflow issues that are impacting the ability to provide quality services. Develops and implements new program initiatives to expand mentoring services or target community issues as directed or needed
- Ensures Program Department maintains an organized, customer-centric service delivery model as related to enrollment and match support activities; reviews and updates as needed
- Participate in program leadership meetings and carry out tasks and sharing of information to staff; assist in the development of an annual strategic plan, including program goals and objectives, a calendar of activities, and a program budget
- Participate in recruitment, fundraising, match activities and agency events
- In partnership with AD and program leadership team, maintain / update casework manual to include processes and practices
- Provides direct service as required by the program
- Monitors risk management related to staff and client safety
- Assists with grants and fundraising as assigned.
- Other duties as assigned and within the experience and skills commensurate to those defined below
- Assess volunteer “fit” to BBBS. Conduct volunteer enrollments, including: individual orientations, interviews, and completion of any other enrollment processes. Assess the necessity of home visits and complete as indicated. Conduct all background checks/references necessary
- Conduct client enrollments including parent/child interviews, child safety education and enrollment processes. Assess and refer families for alternative or additional services as needed
- Ensure a high-level of proficiency and skill 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
- Review and follow-up on references as necessary to gain additional data to complete the assessment process
- Conduct volunteer and client reassessments/updates as indicated
- Identify and eliminate any barriers interfering with the completion of the enrollment process
- Review all enrollment information and assessments and make recommendations for participation in the program based on this information. Assess and apply factors contributing to successful match. Effectively align volunteer interests and qualifications with service options of agency. Consult with other service delivery staff and/or supervisor as appropriate
- Provide comprehensive assessments and match support recommendations for volunteer and child participation in the program based upon assessments of each individual volunteer. Maintain accurate and timely records for each match according to standards and utilize technology to report, synthesize and analyze data
- Collaborate with other service delivery staff to ensure smooth transition among functions; share with development and/or marketing staff potential partnership relationships as discovered through volunteers’ and parents’ employers and affiliations
- Use all contact techniques available including: in-person, telephone and electronic contact, to ascertain that the elements of child safety, match relationship development, positive youth development and volunteer satisfaction are fulfilled and that potential problems and barriers are identified and addressed as early as possible. Promptly notify supervisor regarding concerns which may negatively impact the match and possible match closures
- Document and monitor all elements of match support and supervision
- Review all interviews, assessments, training needs, and child goals for each match on caseload
- Assess individual and group training needs, information and support needs for each match participant to assure a positive youth development experience for the child, positive engagement with the family and successful and satisfying experience for the volunteer
- Develop strategic interventions to identify and strengthen match relationships that require extra support to continue to grow
- Promote, attend, and assist with match activities that offer volunteers and children a variety of opportunities for group interaction, agency affiliation, and volunteer recognition
- Establish, monitor and meet goals for match length, fulfilling contact schedules, and customer satisfaction. Utilizing outcomes data (S.O.R. and Y.O.S.) assess match impact on youth development
- Conduct exit interview with all parties at match closures. Assess reasons for match closure and re-match potential. When match terminates pre-maturely or unexpectedly, notify supervisor immediately. Submit all match closure paperwork to supervisor for approval
- Share with development and/or marketing staff potential partnership relationships as discovered through volunteers’ and parents’ employers and affiliations
- Identify and promote re-engagement of volunteers as Bigs, board members, donors and in other volunteer capacities. Refer volunteer re-engagement information appropriately
- Facilitate match meetings in accordance with volunteer and family schedules. Complete all paperwork and obtain signatures on all required match forms
- Maintain caseload database information including updated address, phone number, email address, etc.
- Provides direct service as required by the program
- Monitors risk management related to staff and client safety
- Bachelor’s degree in social services, human services, or related field plus supervisory experience
- Ability to communicate in English, both verbally and in writing
- Ability to maintain highly confidential information in a professional manner
- Proficient in Microsoft Office including Word, Outlook, and Excel
- Working knowledge of standard office equipment (personal computer/laptop, phone with voicemail, scanner, copier, etc.)
- Willing and able to use personal vehicle for local travel on Agency business; with valid NM driver’s license and proof of insurance
- Able to work harmoniously with BBBS personnel, clients, volunteers and others
- Master’s degree in social services, human services, or related field plus 4-6 years of supervisory experience with past experience interviewing and assessing adults, families and children
- Familiarity with the social, cultural and economic make-up of New Mexico
- Bilingual, English and Spanish
- COACHING/COACH ABILITY: Assesses needs of team; successful in coaching employees to maximize their strengths and support their needs. Responds well to coaching by supervisor. Strong leadership, mentoring and coaching skills.
- VISIONARY & STRATEGIC THINKING: Contributes to strategic planning with fresh ideas and forward thinking. Participates with leadership team in developing innovative strategies for overcoming challenges and attaining goals. Takes initiative to identify road blocks and create new paths to success
- LEADERSHIP: Leads team with enthusiasm, motivating them to achieve positive outcomes. Recognizes and rewards team successes. Remains positive in the face of adversity and encourages team to accept challenges and be team oriented.
- 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. Uses metrics diligently to ensure accurate and well documented reporting and program evaluation.
- PRIORITIZING: The ability to evaluate the urgency of each task before assigning timelines and resources. Ability to adapt to shifting priorities and use time effectively.
- PARTNERSHIP DEVELOPMENT: Identifies resources in community; assists team in taping into these resources. Leads team in methods of approaching prospective partnerships and cultivating existing or retiring partners. Maximizes resources of Outreach Committee.
- CUSTOMER FOCUS: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationship with customers and gains their trust and respect; deals effectively with diversity. Excellent oral communication skills reflecting solid customer service both in-person and via the telephone
- SOCIAL SERVICE: Good understanding of mission and needs of population. Ensures quality support for clients and families; maintains confidentiality in daily operations; effectively collaborates with program staff. Knowledge of community resources and experienced in providing referral services to volunteers and clients.
- INTERPERSONAL SKILLS: Relates well to all kinds of people outside the organization; builds appropriate rapport; listens; builds constructive and effective relationships; uses diplomacy and tact; capable of diffusing difficult situations comfortably; does not show frustration.
- GETS RESULTS: Is motivated by results; can be counted on to meet and exceed goals successfully; bottom-line oriented; pushes self for results; sets clear objectives and measures, monitors process and progress. Ability to identify volunteer and child fit/appropriateness with BBBS program.
- APPROACHABILITY AND AVAILABILITY: Is easy to approach and talk to; spends the extra efforts to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with others; builds rapport well; is a good listener. Is available to staff when situations arise needing immediate action.
- VALUING DIVERSITY: Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, 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.
EQUAL EMPLOYMENT OPPORTUNITY
BBBSMR provides equal employment opportunities to all qualified individual without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non- disqualifying physical or mental handicap or disability.
AMERICANS WITH DISABILITY SPECIFICATIONS
Physical Demands: The position is primarily in an office setting, requiring long periods of sitting at a desk in front of a computer. Presentation and community outreach tasks may require the employee to sit or stand for long periods of time. Extensive travel throughout NM and typically by automobile; must be comfortable driving on unpaved/uneven roads and in inclement weather and during sunset/sunrise. Possess ability to climb stairs and carry materials if historical buildings in the area are not equipped with elevator. Employee must have the ability to clearly communicate in person and on the telephone in the decibel range of normal conversation levels. Employee must be able to hold a pen, type and grasp documents. The position requires the ability to safely lift 20 pounds unassisted, 40 pounds with assistance.
Work Environment: Normal office environment
Equipment Used: Standard office equipment (personal computer/laptop, phone with voicemail, scanner, copier, calculator), cell phone
Job Responsibility Notes:
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. Big Brothers Big Sisters Mountain Region may change the specific job duties with or without prior notice based on the needs of the organization.
Learn more about volunteer opportunities.
We are always looking for volunteers or interns in all of our regions to help us with social media, correspondence, events, recruitment, and other needs. Please contact us at [email protected] if you think you can help.
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