Family & Match Engagement Coordinator

Big Brothers Big Sisters of Greater Los Angeles (BBBSLA) empowers children and youth (ages 6-24) by establishing enduring, professionally supported mentorship relationships with screened and trained, caring adult volunteers. We collaborate with parents/guardians and volunteers to ensure every child in our programs reaches higher aspirations, gains confidence, builds better relationships, and achieves educational success. Our track record proves that mentoring works, transforming lives one young person at a time.

POSITION OVERVIEW:

Reporting to the Senior Manager of Community Outreach, the Family & Match Engagement Coordinator supports the development, implementation, and delivery of BBBSLA's Community Engagement & Support Program. This role helps strengthen and sustain high-quality mentoring relationships by assessing the strengths and needs of mentees, families, and mentors, and connecting them with individualized support, group engagement opportunities, resources, and community-based activities. The Coordinator plays a key role in fostering a strong sense of connection, belonging, and support among Bigs, Littles, and families, while helping to enhance participant engagement, match longevity, and overall program experience.

This is a full-time, benefits eligible, hybrid work position with a mix of virtual and in-office work. The position also requires travel for special events and face-to-face meetings with mentees, mentors, family members, community organizations, corporate leaders, school officials, government officials, donors, and Board members.

ESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES

The activities and responsibilities outlined below represent the core functions required for successful performance in this role. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these essential functions.

Program Development & Community Engagement

• Support the development, implementation, and continuous improvement of BBBSLA's Family & Mentor Engagement strategies and initiatives.
• Research and identify emerging trends, resources, and best practices that support youth, families, mentors, and community engagement efforts.
• Assess participant and community needs to help strengthen mentor retention, family engagement, and long-term match success.
• Review and analyze program data, participant feedback, and engagement metrics to inform program strategies, priorities, and improvements.
• Develop new engagement opportunities, initiatives, and events that foster connection, support, and community among Bigs, Littles, and families.
• Develop annual and monthly engagement calendars that promote participation, consistency, and awareness of available opportunities and resources.
• Lead and facilitate Constituent Advisory Councils (Youth, Family, and/or Mentor) to gather feedback, identify needs, and support participant-informed initiatives.

Partnerships & Resource Development

• Build and maintain relationships with community organizations, schools, corporations, service providers, and other strategic partners to expand resources and support available to BBBSLA participants.
• Identify, cultivate, and coordinate partnerships that provide direct services, educational opportunities, workshops, in-kind donations, emergency assistance, and community resources.
• Develop and maintain a comprehensive resource directory of local service providers and community-based organizations.
• Collaborate internally and externally to connect families, mentors, and youth with appropriate resources and support services.

Events, Workshops & Engagement Activities

• Plan, coordinate, and execute events, workshops, and engagement activities that support youth development, family engagement, mentor support, and community building.
• Coordinate parent and mentor workshops focused on community resources, education, wellness, financial literacy, and other relevant topics.
• Represent BBBSLA at community meetings, outreach events, networking opportunities, and partner engagements.
• Deliver presentations and informational sessions to community members, families, mentors, staff, and partner organizations regarding BBBSLA programs, services, and resources.
• Ensure the equitable and timely distribution of event opportunities, tickets, donated items, and community resources in accordance with agency policies and procedures.
• Demonstrate flexibility, professionalism, and strong problem-solving skills in managing event logistics, scheduling changes, and evolving program needs.

Communications & Outreach

• Develop and distribute participant-facing communications and engagement materials, including newsletters, flyers, event invitations, reminders, emails, social media content, and informational resources.
• Create tools, guides, and resource materials that support mentors, families, staff, and program participants.
• Promote community engagement opportunities and available resources through coordinated outreach efforts and communication strategies.

Case Support & Participant Services

• Provide limited case management and engagement support for an assigned caseload of approximately 10–20 mentoring matches through scheduled in-person, phone, and electronic communication.
• Support mentors, mentees, and families by identifying needs, sharing resources, and helping address barriers to engagement and match sustainability.
• Collaborate with program staff to support emergency assistance requests and connect participants with appropriate services and community-based support.
• Assist in the development and implementation of crisis response and participant support protocols.

Administration, Documentation & Reporting

• Maintain accurate documentation, records, and reports in compliance with agency policies, funder requirements, and partnership expectations.
• Track participation, engagement outcomes, event metrics, and program impact data to support evaluation and reporting efforts.
• Support administrative and operational tasks related to community engagement initiatives, partnerships, events, and participant services.

The statements above reflect the general nature and level of work assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. This job description may be updated or revised as organizational needs evolve.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's Degree required; Master's Degree in Social Work or a related field preferred.
• Minimum of 3–4 years of professional experience in nonprofit, education, youth development, community engagement, social services, or related fields. Comparable lived experience and transferable experience will also be considered.
• Experience working with diverse and historically underserved communities, including low-income, first-generation, immigrant, and/or marginalized youth and families.
• Experience in case management, family engagement, customer service, community outreach, program coordination, or other relationship-centered work requiring ongoing participant interaction and support.
• Demonstrated knowledge of community resources, youth development principles, and support services available to children, youth, and families.
• Strong interpersonal, communication, and relationship-building skills, with the ability to engage effectively with youth, families, mentors, volunteers, community partners, and staff.
• Experience planning, coordinating, and supporting events, workshops, or community engagement activities preferred.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, schedules, and projects in a fast-paced environment.
• Proficiency with Microsoft Office, Google Workspace, CRM/databases, and virtual communication platforms preferred.
• Bilingual Spanish-speaking skills strongly preferred.
• Valid California driver's license, reliable transportation, and ability to travel throughout Los Angeles County as needed preferred.
• Ability to work occasional evenings and weekends for events, workshops, and community activities.

COMPETENCIES

Customer & Participant Focus - Demonstrates a strong commitment to supporting youth, families, mentors, volunteers, staff, and community partners by delivering responsive, high-quality service and support. Builds and maintains positive, trusting relationships while promoting an inclusive, culturally responsive, and participant-centered experience. Demonstrates flexibility, empathy, professionalism, and sound judgment when responding to diverse needs and situations.

Initiative & Problem Solving - Proactively identifies opportunities to improve programs, processes, and participant experiences. Takes ownership of responsibilities, anticipates challenges, and develops practical solutions to support team and organizational goals. Demonstrates resourcefulness, adaptability, and a positive, collaborative approach to advancing projects and initiatives.

Communication Skills - Communicates clearly, professionally, and effectively in both written and verbal formats. Ability to tailor communication style to diverse audiences, including youth, families, volunteers, staff, community partners, and leadership. Demonstrates strong presentation, facilitation, and public speaking skills.

Relationship Building & Interpersonal Effectiveness - Builds positive and productive relationships with individuals from diverse backgrounds and experiences. Demonstrates emotional intelligence, active listening, diplomacy, and professionalism in all interactions. Effectively navigates challenging conversations and supports collaborative problem-solving and conflict resolution.

Organization & Priority Management - Effectively manages multiple priorities, projects, timelines, and responsibilities in a fast-paced environment. Demonstrates strong organizational skills, attention to detail, follow-through, and the ability to prioritize work based on organizational needs and goals. Identifies and addresses barriers that may impact successful outcomes.

Adaptability & Flexibility - Demonstrates the ability to adapt to changing priorities, schedules, participant needs, and organizational demands. Maintains professionalism and effectiveness in dynamic environments and responds constructively to feedback, evolving circumstances, and unexpected challenges.

Commitment to Learning & Professional Growth - Demonstrates a commitment to continuous learning, professional development, and knowledge sharing. Seeks opportunities to strengthen skills, stay informed on best practices, and contribute to organizational growth and improvement.

Data & Outcomes Orientation - Understands the importance of measurable outcomes and participant impact in youth-serving organizations. Uses data, feedback, and documentation to inform decision-making, evaluate effectiveness, and support continuous improvement efforts. Demonstrates the ability to track, analyze, and communicate program outcomes and engagement metrics.

WORK ENVIRONMENT

The conditions outlined below are representative of those encountered while performing the essential functions of this role.

• Work setting: Hybrid office environment with flexibility in scheduling. Evening and weekend work may be required to support organizational needs.
• Travel: Independent travel to partner sites, events, and meetings required.
• Physical demands: While performing the duties of this job, the employee will regularly be required to sit, stand, walk, reach with hands and arms, and communicate verbally. The role requires frequent use of a computer, telephone, and other standard office equipment. The employee must occasionally lift and/or move up to 25 lbs.

Equal Employment Opportunity

BBBSLA is committed to providing equal employment opportunities to all qualified individuals. Employment decisions are based on organizational needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, physical or mental disability, medical condition, genetic information, sexual orientation, gender identity, gender expression, marital or domestic partnership status, military or veteran status, family or parental status, or any other status protected by federal, state, or local law.

Americans with Disabilities Act

BBBSLA is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA) and state disability laws. Applicants and employees who require a reasonable accommodation to perform the essential functions of their job are encouraged to notify the organization. Reasonable accommodations will be determined on a case-by-case basis, consistent with applicable law.

Big Brothers Big Sisters is an Equal Opportunity Employer.