The Family Enrollment Specialist (FES) is the first point of contact for all families coming to Big Brothers Big Sisters of Greater Cleveland seeking to enroll a child.

A successful FES provides exceptional customer service and manages the enrollment pipeline efficiently and effectively for Big Brothers Big Sisters of Greater Cleveland. The FES is comfortable communicating primarily by phone with families; ensures that all required paperwork is completed and filed; works to facilitate a positive experience; demonstrates high quality, professional administrative and clerical skills; and is highly organized and comfortable working on time-based deadlines.

Candidate must have internet, a quiet and private space to conduct interviews, familiarity with neighborhoods within Cuyahoga County for matching purposes, willingness to collect paperwork from family’s homes as needed, and must be willing to work in the evenings (2pm -7pm), and flex schedule to attend agency meetings/events. Families are mostly available after 4pm to complete parent/child interviews and assessments.

A successful candidate will be comfortable working with families from a variety of backgrounds.

FES plays a key role in the pace in which children are being enrolled in the program and preparing families for their match journey. In addition to enrollment, FES will work with families to connect them to additional community services as needed, assist with volunteer recruitment strategies, facilitate in-person and virtual activities for children waiting to be matched, keep families informed with matching progress and/or agency news, and work closely with the Matching Specialist to select the best Big for each child, introduce the family to the Big selected then gather dates and times the family is available to meet the selected Big.

The Family Enrollment Specialist will manage a large pipeline of prospective families, ensure that all individuals receive an informative, engaging, positive and personalized experience promoting BBBS one to one mentoring program. The following are expected duties for this position:

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  Effectively move the children from point of first contact to being matched with a Big.
• Respond to all volunteer and parental calls regarding their enrolled status (or that of their children), ensuring that all such inquiries receive prompt and informative response.
• Respond to all calls requesting general information, communicating basic program information.
• Promptly schedules and completes enrollment interviews/assessments and collect all necessary forms/paperwork from new applicants to meet monthly match goals (may require home visits).
• Assign families to appropriate grant per grant guideline.
• Determine the best way to keep families engaged throughout the enrollment process.
• Plan, organize and facilitate engagement activities for children on the waitlist.
• Work closely with Match Specialist to properly transition families into the ready to be match stage (may assist with pre-match phone calls as needed).
• Identify and eliminate any barriers interfering with the initial enrollment process. Immediately bring enrollment challenges to the attention on your supervisor to create a plan of action.
• Manage. connect and follow up with all community partners that refer families (i.e. Say Yes Cleveland, Unite Ohio, etc)
• Ensure all families complete required orientations/trainings before being placed in a match.
• Maintain a friendly, non-judgement and positive attitude while working with all families.
• Attend quarterly JEDI Council meetings to ensure that all enrollment functions are incorporating justice, equity, diversity, and inclusion.
• Attend weekly all staff meetings as well as meetings scheduled by staff or individuals outside of the agency.
• Make final decision of family/child program suitability. Refer families to best suited community program per need.
• Assist with promoting child enrollment on social media pages and agency newsletters. This effort will assist with volunteer recruitment.
• Attend all agency events as a BBBS family enrollment representative.
• Conduct volunteer interviews, background checks, reference checks, assessments, matching, and match meetings as needed.

Position Requirements:

• Bachelor’s degree
• Must work evenings and attend evening/weekend agency events as required
• Comfortable communicating both by phone and email with prospective families, volunteers and community members
• Must have high level of organization and customer service skills, and be able comfortable working in a remote office environment
• Must have a valid driver’s license and willingness to collect needed paperwork from family homes throughout Cuyahoga County.
• Must have working knowledge of Microsoft Office, internet connection, and working cell phone