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TITLE: Match Support Specialist 

DEPARTMENT: Programs; Traditional Community; Match Support 

REPORTS TO: Senior Match Support Program Manager 

CLASSIFICATION: Full-time; Exempt 

Position Purpose
The Match Support Specialist is responsible for actively managing an assigned portfolio of mentoring matches and fostering strong, positive relationships among Bigs, Littles, and parents/guardians. This role provides ongoing assessment, coaching, guidance, and intervention to promote safe, impactful, and enduring mentoring relationships. The specialist regularly connects with participants by phone, email, and virtual meeting; evaluates match quality, safety, satisfaction, and progress toward goals; connects participants with resources; addresses concerns; and maintains accurate documentation. The position plays a vital role in advancing BBBSMA’s mission by strengthening match quality, retention, youth outcomes, and participant satisfaction.

Performance Measures
Success is measured by completion of required match support contacts and follow-up within established timelines; timely, complete, and accurate case documentation in Salesforce/CRM; effective management of the assigned caseload; match retention and closure outcomes; child safety compliance; participant satisfaction; identification and follow-up of at-risk matches; facilitation of assigned trainings and match meetings; adherence to agency and national standards; and contribution to departmental and agency goals.

Essential Duties and Responsibilities

• Manage an assigned portfolio of mentoring matches, ensuring required contacts, assessments, documentation, interventions, and follow-up are completed in accordance with BBBSMA policies and national standards.
• Facilitate and document match introduction meetings and provide ongoing support that accommodates Big and family schedules and aligns with BBBSMA standards.
• Facilitate assigned pre-match trainings and other participant learning opportunities in accordance with agency curriculum and standards.
• Build strong professional relationships with Bigs, Littles, and parents/guardians; provide coaching, guidance, and resources that strengthen mentoring relationships and support positive youth development.
• Assess match quality, relationship development, participant satisfaction, youth safety, and progress toward identified relationship and youth-development goals during ongoing match support contacts.
• Identify matches at risk; develop and document appropriate intervention strategies; provide coaching and resources; and escalate complex or safety-related concerns to leadership.
• Recognize, document, immediately report, and appropriately respond to child safety and risk-management concerns in accordance with BBBSMA policies and applicable standards.
• Facilitate thoughtful and appropriate match closures, including participant communication, assessment of closure circumstances, required documentation, and coordination of re-engagement or re-enrollment when appropriate.
• Support participant engagement opportunities, trainings, workshops, and events as assigned.
• Work collaboratively with staff to ensure seamless transitions among program functions and processes and maintain timely, accurate documentation for each match in Salesforce/CRM.

Skills and Knowledge Required 

• Strong interpersonal skills and commitment to inclusive, culturally responsive, high-quality customer service.
• Excellent oral and written communication abilities, including active listening, empathy, and the ability to navigate difficult or sensitive conversations.
• Sound professional judgment and the ability to assess risk, analyze case information, determine appropriate interventions, and recognize when escalation is necessary.
• Strong time, organization, and caseload-management skills, with the ability to prioritize competing responsibilities and meet required timelines.
• Ability to establish and maintain professional boundaries while working effectively with diverse youth, families, mentors, and colleagues.
• Problem-solving, conflict-resolution, and coaching skills with a solution-oriented mindset.
• Ability to work independently, collaborate across teams, and respond effectively in changing or complex situations.
• Proficiency with Microsoft Office Suite and familiarity with Salesforce or other CRM platforms.
• Experience in youth development, mentoring, social services, case management, or a related field preferred.

Work Environment 

• This position requires flexible hours, including some evenings and occasional Saturdays, to support match and program needs. Work is performed through a combination of office-based, virtual, telephone, and community-based interactions.

COMPENSATION & BENEFITS:

• Starting salary is $41,000 with a potential range up to $46,000 based on relevant experience and qualifications.
• BBBSMA offers generous benefits including subsidized medical insurance, voluntary dental and vision, and employer-paid life insurance, Short-Term Disability, Long-Term Disability. We also offer immediate vesting and enrollment in a 403(b) plan with up to a 4.5% employer match. 

About Big Brothers Big Sisters of Metro Atlanta

For 61 years, Big Brothers Big Sisters of Metro Atlanta (BBBSMA) has transformed the lives of children in our community through a proven youth development strategy: one-to-one mentoring. The mission of Big Brothers Big Sisters is to create and support one-to-one mentoring relationships that ignite the power and promise of youth. The agency serves approximately 1,300 children from 12 metro Atlanta counties on an annual basis.

Location:

BBBSMA HQ 

The Met, 680 Murphy Ave. SW, Atlanta, GA 30310, Suite 1090

For more information about BBBSMA, please visit http://bbbsatl.org

Nondiscrimination and Equal Employment Opportunity:

BBBSMA does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.