Program Support Specialist
$44,000–$47,000 year
HybridChicago, Illinois, United States
Job Summary
Respond to volunteer and family inquiries within 24 to 48 hours to inform them of program options and enroll them in Community or Site Based programs. Conduct enrollment interviews, complete detailed written assessments within 48 hours, and create safe, appropriate one-to-one mentoring matches. Manage volunteer and youth files including background checks, social media assessments, and reference checks. Facilitate match presentations and introduction meetings, then support assigned matches through live contact completion while documenting in Matchforce Salesforce. Recruit for and facilitate site-based program sessions using established protocols. Administer surveys, compile reports, and maintain accurate data records. Incorporate approved AI-supported tools like Microsoft Copilot to enhance service delivery and documentation efficiency. Provide weekly progress updates to the supervisor and attend programmatic sessions or special events as needed. This floating position rotates between Customer Relations, Enrollment, Match Support, and Partnership areas to ensure seamless volunteer and family experiences.
Required Qualifications
- Bilingual language skillset
- Ability to respond to inquiries from volunteers and families within 24 to 48 hours
- Ability to conduct enrollment interviews
- Ability to complete detailed written assessments or re-assessments for volunteers and youth within 48 hours after the interview
- Ability to create safe, appropriate, and sustainable one-to-one mentoring matches
- Ability to complete match presentations and facilitate Match Introduction Meetings
- Ability to support assigned matched volunteer and youth through live match support contact completion
- Ability to accurately and timely document match support in the Matchforce Salesforce system
- Ability to recruit for and facilitate assigned site based program sessions
- Ability to administer surveys (e.g., SORs, YOS, COS, RPIs, and Match Satisfaction) and compile reports
- Ability to maintain accurate records in the Matchforce Salesforce system
- Ability to provide weekly schedules, progress updates, and reports to the direct supervisor
- Ability to attend and facilitate programmatic sessions, meetings, orientations, and special events
- Ability to ensure the confidentiality and safety of all program records and documentation
- Ability to 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
- Ability to work in office a minimum of two days per week
- Experience with standard office equipment i.e., computers, phones, photocopiers, etc.
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