About Big Brothers Big Sisters of the Black Hills
Big Brothers Big Sisters of the Black Hills (BBBSBH) creates and supports one-to-one mentoring relationships that ignite the power and promise of youth. Children and youth enrolled in the program achieve measurable outcomes, including educational success, avoidance of risky behaviors, higher aspirations, greater confidence, and better relationships.
Commitment to Agency Core Values
We believe when every young person has access to a positive mentor, it transforms their lives for the better — empowering them with a stronger sense of belonging and the opportunity to achieve their full potential. Through the following core values, we achieve these goals:
- Access: We provide access to positive mentorship for every young person who needs us.
- Belonging: We create a community that fosters connection.
- Opportunity: We empower young people to learn, lead and grow.
Job Summary
The Program Manager leads recruitment, enrollment, and matching for BBBSBH, supervising a program team that delivers safe, high quality mentoring matches across our rural service area. This person will lead and develop program staff and step in wherever the team needs support. Expect a role that blends people leadership with hands on program work. You will guide staff through complex enrollment and match decisions, help build stronger recruitment pipelines for volunteers and families, and keep a steady hand on match quality and program. Above all, this role calls for someone who can lead with both consistency and kindness; holding a high bar for quality and safety while genuinely supporting the people, staff and families alike, who make each match possible.
Essential Functions
Team Leadership & Staff Management
- Supervise and support program staff, managing day-to-day ops, program performance, and fostering a team culture of accountability, quality, and kindness.
- Set clear expectations and goals for staff, performance reviews, alongside Executive Director, and conduct regular one-on-ones
- Onboard and train new program staff on BBBS Service Delivery Model, agency systems, and child safety standards.
- Model a calm, supportive, solutions-oriented leadership style, especially in sensitive or high-stakes match situations.
- Identify staff development needs and coordinate training opportunities, including Big Brothers Big Sisters of America (BBBSA) provided resources.
Recruitment & Enrollment
- Actively support recruitment efforts to build a strong, diverse pipeline of volunteers, youth, and families, partnering with program staff and the development team on outreach.
- Oversee and conduct the enrollment process for volunteers, youth, and families, including orientations, interviews, child safety education, and home assessments as applicable.
- Carry day-to-day enrollment casework alongside leadership duties, keeping the pipeline moving and staying hands-on with program work.
- Review and follow up on references and background information; use sound independent judgment on any concerns that may affect enrollment decisions.
- Assess and refer families for alternative or additional services when the program is not the right fit.
- Ensure staff and the agency apply consistent, sound judgment in aligning volunteer interests and qualifications with youth needs and agency service options.
- Ensure youth/family and Big training are complete at enrollment, as well as support continous opportunities for Bigs both individually and through peer-to-peer opportunities through collaboration with the team
Matching & Match Quality
- Lead the matchmaking process, reviewing enrollment information and utilize staff input and perspective to make final, well-rounded and supported match decisions with the team.
- Carry match support cases directly as needed — including during staffing gaps or high caseload periods — to ensure every match gets timely, quality support.
- Monitor match support activity to identify matches at risk and ensure timely, appropriate intervention.
- Track and reduce premature match closures; ensure closures that do occur are handled with care for all parties, coaching staff through the process rather than taking it over so they retain ownership of the matches and relationships they've built.
Quality Assurance & Documentation
- Conduct agency quality assurance as per BBBSA standards for program staff.
- Ensure all program steps align with the BBBS Service Delivery Model and national standards.
- Maintain and audit documentation practices across the team to ensure accuracy, completeness, and timeliness in the agency database.
- Track and analyze enrollment, matching, and match support data to identify trends, gaps, and opportunities for improvement.
- Regularly review and refine enrollment, matching, and engagement processes to improve efficiency, participant experience, and outcomes.
- Prepare regular reports on program metrics and match outcomes for the Executive Director and Board as requested.
Program Alignment & Collaboration
- Serve as the agency's primary point of ownership for program operations.
- Collaborate across departments (development, marketing, operations) to align program work with agency priorities and rural service-area realities.
- Represent the program in community and partner settings to support recruitment, agency visibility, as well as building and improving new or existing programs.
- Serve as the first point of contact for staff on complex child safety and match-related concerns.
Minimum Qualifications
- Bachelor's degree in social work, counseling, psychology, education, nonprofit management, or a related field, or equivalent combination of education and experience.
- At least three (3) years of experience in human services, youth-serving, or related work.
- At least two (2) years of supervisory experience
- Demonstrated ability to lead with both accountability and kindness — able to hold high standards while supporting and developing staff.
- High-level interviewing, assessment, and case-judgment skills, with the ability to form appropriate, assessment-based relationships.
- Excellent oral, written, and listening communication skills reflecting strong customer service.
- Ability to collect and interpret meaningful data to guide decisions and improve program quality.
- Ability to maintain confidentiality and exercise sound judgment throughout daily operations.
- Ability to relate well across diverse cultural, socioeconomic, and family backgrounds common to a rural service area.
- Proficiency in Microsoft Office and comfort learning agency case-management/database systems.
- Ability to work flexible hours, including evenings and weekends, and to travel within the service area.
- Valid driver's license, reliable transportation, and current auto insurance.
Physical Requirements & Work Environment
- Ability to sit or stand for extended periods while performing computer-based and in-person duties.
- Ability to travel locally throughout the Black Hills service area, including to homes, schools, and community sites.
- On-site position with remote work flexibility as workload allows. Must reside in the Black Hills region.
Benefits:
- Flexible schedule
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
Experience:
- Supervising staff : 2 years (Required)
- in the human services, youth serving, or related work?: 3 years (Required)
Work Location: In person
