Case Manager, Community-Based Match Support Specialist (Philadelphia/ Cherry Hill, NJ/Norristown, PA)) @ Big Brothers Big Sisters IR


Big Brothers Big Sisters Independence Region

Position: Community Based Match Support Specialist

Location: Philadelphia, PA/Norristown, PA/Cherry Hill, NJ

Job Status: Full-time, non-exempt

Reports To: Team Leader, Community-Based Enrollment & Match

Effective Date: 3.29.2021

Salary: 36-40K/yr



JOIN A FORWARD-THINKING AGENCY THAT SEEKS TO ENSURE THAT ALL YOUTH ACHIEVE THEIR FULL POTENTIAL. Big Brothers Big Sisters Independence (BBBSI) is the largest BBBS agency in the state and fourth largest in the nation. Our mission is to ignite the power and promise of youth and close the mentoring gap, by creating and supporting one-to-one mentoring relationships and strengthening the quality of the mentoring field.


Big Brothers Big Sisters Independence (BBBSI), seeks a Match Support Specialist, tasked with supporting a caseload of adult volunteer mentors (“Bigs”), youth mentees (“Littles”) and their parents/guardians. The goal of a Match Support Specialist is to build, develop, and coach mentoring relationships that are strong and healthy, and therefore more likely to produce positive program outcomes. Typically, the position is based in an office environment and requires occasional travel.  Note: Typical schedule involves 2 evening shifts per week and 1 weekend day per month. This will be discussed further in the interview process.




Match Making (Match Introduction Facilitation) – Done in conjunction with the Enrollment & Match Team

  1. Receives new matches from the Enrollment Team and introduces them by scheduling and facilitating initial virtual or in-person Match Meetings, which take place virtually, in clients’ homes or in BBBSI offices. (currently virtual)
  2. Reviews ground rules and expectations during the Match Meeting to lay the foundation for a successful match relationship.

Child Safety and Match Support

  1. Manages a personal caseload of matches consisting of Bigs, Littles, and parents/guardians of Littles.
  2. Determines if and ensures that indictors of positive relationship building, elements of child safety, and youth development, as well as a sense of affiliation with the Agency are present within each match relationship. Provides support and educates Bigs, Littles, and parents/guardians within these areas as needed. Regular contact with each match is achieved primarily through telephone contact, but also through occasional e-mail and virtual or in-person conversations during Agency events.
  3. Identifies, addresses, and helps resolve potential problems and barriers to successful match relationships. Promptly informs supervisor regarding concerns about any factors that may negatively impact the match.
  4. Records match relationship takeaways and notes from calls/conversations with all match parties in the Agency’s online database system Matchforce (a Salesforce program).
  5. Effectively promotes the Agency mission and vision internally and with the broader community; ensures a strong affiliation with the Agency is present within each match relationship.
  6. Possesses the ability to achieve specific program compliance metrics through results-driven processes; monitors progress with clear measures.

Closure and Re-engagement

  1. Determines when a match is no longer beneficial for all parties involved and ensures a proper healthy closure to the relationship.
  2. Properly reassesses match parties to determine if they should be eligible for re-engagement and completes necessary process for rematch.

Training and Resource Sharing

  1. Works in an industry that focuses on helping others through cultivating relationships, coaching others, and fostering positive connections; uses proactive and creative problem-solving techniques to navigate and resolve difficult situations; deals effectively and compassionately with diversity and youth in underserved communities.
  2. Continually develops skills and knowledge through Agency provided trainings and shares information with matches to ensure they have all the information they need to be successful.

Match Activity Support

  1. Facilitates and participates in annual picnics, cultural events, sporting activities, and other Agency events (virtual or in-person offerings).
  2. Facilitates and coordinates parent/guardian engagement opportunities to allow interactions with subject matter experts, agency leadership and access to needed resources.





Academic/Professional Requirements: Bachelor’s degree (OR an Associate’s Degree and a minimum 4 years relevant experience, OR no degree, but a minimum of 8 years relevant experience). Experience in human services, with youth service organizations and socioeconomically diverse populations is preferred. Must possess the ability to effectively utilize BBBSI’s internal database systems for tracking and recording information. Spanish-speaking skills are a plus.  


Additional Requirements: Must have consistent and dependable access to a car, valid driver's license, and meet State-required automobile insurance minimums for the purpose of facilitating off-site Match Meetings and in-person event participation.



Must demonstrate leadership, dedication, and an interpersonal savvy that helps establish effective relationships and an appropriate rapport with people; have attentive and active listening skills; take a sales/marketing approach to interaction with youth clients and volunteers; are results/outcome oriented; are approachable, organized; and demonstrate sound judgment.  Our best employees 1) set the bar high 2) are intentional and thoughtful about their choices 3) collaborate as a means to community solutions 4) are positive, can-do, and solution-oriented 5) embrace diversity, equity, and inclusion, and 6) are accountable and get it done.



The work environment characteristics described here are representative of those an employee encounters while performing work in an office environment and include the essential functions of this job. The noise level in the work environment is usually moderate.



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The ability to work independently; remain sedentary for extended periods of time (6+ hours per day); lift 10-15lbs; push, pull, bend kneel, as needed for normal operations. 



Cover letters and resumes can be submitted online at:

Note: only those applicants believed to be viable candidates for this opportunity will be contacted. No phone calls please.



People with an interest in engaging individuals to support youth in the community, educators, social workers, youth workers, and recent graduates with a passion for working with youth/volunteers and a desire to work for a strong mission driven organization should apply. At BBBSI, we serve more than 2,100 children annually in Chester, Delaware, Montgomery and Philadelphia Counties in Pennsylvania, and Burlington, Camden and Gloucester Counties in New Jersey.


Our aspiration is to develop an organization that reflects our constituent base. BBBSI promotes a culture of inclusion and seeks talented staff from diverse backgrounds. BBBSI is an equal opportunity employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, national or ethnic origin, age, disability, veteran status, first and second-generation immigrants, and people from low-income families, or any legally protected factor. 


** This position is currently remote.  Staff will be given a minimum of two (2) weeks advance notice before transition back to the office.



This job is open at the following location:

CHERRY HILL, NJ- - Cherry Hill, New Jersey, 08034