Mentor2.0 Support Specialist

Position Title: 


Job Status:  Full-Time, EXEMPT


Department: Mentor2.0 Program Location:  East Liberty/Pittsburgh office
Reports To: Mentor2.0 Program Director Number of People Supervised: 0



Essential to the BBBS brand, the primary function of this position is to provide match support to ensure child safety, positive impacts for youth, constructive and satisfying relationships between children and volunteers, and a strong sense of affiliation with BBBS on the part of volunteers.

Provide direct delivery of the Mentor 2.0 program leveraging technology-based approaches to youth mentoring and education.

This position will work directly with Pittsburgh Brashear High School students.

Performance Measures:  The successful incumbent will produce positive outcomes in the following areas: match support contacts, administering surveys to a target percentage, reviewing program metrics, mentee & mentor enrollment rate, long-term match retention rate, school and partner relationships, and customer satisfaction.


Enroll youth (mentees & mentors) including oversight of the application, screening and matching process
Facilitate high impact relationships between Mentor 2.0 pairs, including:  enrollment; monitoring participation; provide individual attention; proactively assist relationships through regular communication, support & advice; and identify pairs who need additional support and implement strategies to improve relationships
Lead weekly Mentor 2.0 class for mentees at participating schools, including a discussion of weekly curriculum
Lead orientations and training for teachers and mentees
Organize and staff multiple large scale and multi-faceted mentor-mentee events, overseeing all logistics, content and budgets
Track program participation
Conduct pre-, mid-, and post-program evaluations
Attend and participate in all team, staff and program meetings
Schedule monthly group sessions/events and adequate make-up opportunities to ensure desired match participation and opportunities for positive relationship development
Communicate with all parties (mentors, students, school personnel, staff etc.) regarding scheduled group sessions or activities and make-up opportunities
Coordinate the content/activities for the group sessions in accordance to the iMentor curriculum and standards, while customizing them based on specific school/grade level and/or student needs and focus
Ensure that the groups sessions effectively compliment weekly e-mail communications between the mentors and mentees
Coordinate the logistics involved in hosting successful group events/activities, including:  venue, transportation, registration, staffing, materials, refreshments and meals (as appropriate), etc.
Collect and compile records, ranging from attendance to impact, regarding all groups sessions or activities, and provide to the Manager when requested

Conduct evaluations of the group sessions or activities, seeking ways to improve the programming for the individuals, schools and partners involved
Adhere to program standards and monitor program delivery to ensure quality services and safety of the mentees
Consult with other service delivery staff and/or supervisor as appropriate, including mandatory monthly/weekly supervision with Director.
Other duties as assigned



Education Level:

(minimum & preferred educational requirements necessary to perform this job successfully)

Bachelor’s degree is required.  BA in education, social services, sociology, psychology, or related field is preferred.


Years of Related Work Experience:
One-year experience in social service, teaching field, or with other BBBS Programs is preferred.

Assessment and relationship development experience with child and adult populations; understanding of child development and family dynamics.


Skills and Knowledge
Proficiency in Microsoft Office; including Word, Outlook, and Excel.
Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.
Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction
Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating
Ability to relate well in multicultural environments;
Ability to effectively collaborate with other volunteer match staff;
Ability to use time effectively;
Ability to focus on details.
Ability to collect meaningful data and draw solid conclusions.
Comprehensive criminal, child abuse, FBI background checks
Ability and willingness to travel locally to meet with volunteers and clients



Routine office & school environment.  Flexible work hours, including early evening/weekend, to meet customer needs. Required 2 evenings per month (Tuesday and Wednesday)

Must travel to local communities and neighborhoods, as needed.


(Describe any specific conditions for employment relative to this position)

Must be able to pass comprehensive criminal, child abuse, FBI background checks.

Must have car, valid driver’s license, and meet state required automobile insurance minimums.




Core Competencies


High Performance Indicators


Customer Focus


Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet customer match support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results.


Problem Solving & Analysis


Able to gather appropriate data and diagnose the cause of a problem before taking action; separate causes from symptoms; apply lessons learned from others who encountered similar problems or challenges; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action.


Flexibility & Achieving Change


Able to positively deal with changes that affect job requirements or work assignments; adapt to shifting priorities in response to the needs of matches; quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change.


Continuous Improvement & Gets Results


Able to identify and apply “best practices” in own work; improve efficiency by planning and organizing work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track own performance; adapt work practices in order to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes of own work.


Decisiveness & Judgment


Able to demonstrate sound judgment in routine, day-to-day decisions; think critically to make decisions and take action, even in non-routine situations; rapidly make reasonable assessments with limited information; consider impact of various options when making decisions; use sound judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation.


Open Communication


Able to use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.


Strategic Alignment


Able to align own work objectives with the organization’s strategic plan or objectives; take organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the

community affects the business and how own actions and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details. Participate as an active team member assisting other members of the support team and other teams within BBBS as needed to reach the overall goals of the Agency.



Equal Employment Opportunity

Big Brothers Big Sisters of Greater Pittsburgh provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.


Americans with Disabilities Act

Equipment Used:

PC and standard office equipment

Physical Requirements:

Position is primarily an office setting, requiring long periods of sitting at a desk and computer.  The position requires the ability to lift 20 pounds unassisted, 40 pounds with assistance.  Frequent visits to donor sites or securing agency supplies may require driving in inclement weather or in the evening after sunset.  The ability to navigate within the city limits is required.


Job Responsibilities

The previous statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Big Brothers Big Sisters of Greater Pittsburgh may change the specific job duties with or without prior notice based on the needs of the organization.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents in this position.

Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

Please send a cover letter and resume to