Mission Discovery Specialist

Make-A-Wish Ohio, Kentucky & Indiana; Columbus (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

Make-A-Wish Ohio, Kentucky & Indiana seeks a Mission Discovery Specialist to onboard wish families and serve as the primary liaison throughout the wish journey. You will collaborate with medical teams, volunteers, and regional staff to set expectations and ensure a positive, individualized experience for each child.

The role requires handling confidential information, excellent communication, and the ability to travel up to 20% for events and family support.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and work experience.
• Experience in coordinating with families, volunteers and medical teams is valued.
• Ability to handle confidential information with discretion.

Responsibilities

• Serve as primary contact for wish families during onboarding.
• Coordinate with medical teams and families to set expectations for the wish experience.
• Manage caseload to meet performance standards and goals.
• Travel up to 20% as needed for events and family support.
• Engage with volunteers, donors, and regional teams to enhance the wish journey.
• Document progress and updates in the database and report progress to stakeholders.
• Support regional marketing and events as needed.

Skills

Communication

Customer service

Case management

Volunteer coordination

Data entry

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Reports to: Mission Discovery Senior Director

Supervisory Responsibilities: None

Type of position: Full Time

Position Summary

The Mission Discovery Specialist executes the mission of our organization by fulfilling children’s wish experiences, serving primarily as the point of contact for wish families in the onboarding stages of the mission delivery journey. This position is our organization’s primary contact with the wish family throughout the onboarding experience to determine and understand their wish. This position is responsible for working with the child’s medical team and family to set the expectations to provide the best experience and fit for each of our wish kids.

Essential Job Functions

• Ensure and exemplify standards of excellence in communication and customer service skills to internal and external stakeholders in upholding the MAW brand and values.
• Manage an assigned caseload of children who are qualified for a wish, according to established performance standards and guidelines created by Make-A-Wish America and Make-A-Wish Ohio, Kentucky & Indiana.
• Build relationships with our wish families, wish granting volunteers and medical teams as it relates to the wish children within a caseload.
• Responsible for setting expectations, education and onboarding each wish child assigned within the caseload.
• Work with peers and regional teams to enhance the wish journey through enhancements.
• Identify opportunities for community engagement, sponsorship, etc. to enhance the wish journey of children.
• Track progress and enter updates for the assigned caseload within the database management software systems (i.e., Salesforce, etc.).
• Utilize reporting tools to effectively communicate wish progress to volunteer wish granters, wish families, regional team members and external stakeholders.
• Achieve individual, regional, and chapter-wide goals related to targeted number of wishes. average wish cost and in-kind support.
• Coach, steward, and recognize wish granting volunteers throughout the wish granting process.
• Support and attend all major regional events and awareness opportunities, as directed. Serve as supplemental regional marketing support, as needed.
• Work closely with Mission Fulfillment Team to support planning, coordination, and execution of the wish experience.
• Escalate additional educational needs and opportunities to Leadership.
• Maintain confidentiality of records, including any information provided by volunteers and medical information provided by parents, guardians, and medical professionals.
• Travel expectations for this role are:
• Participation in annual all staff retreat
• Other duties, as assigned.

Core Competencies

Reliable - As reliable employees, we are consistently kind and respectful. We earn the confidence and trust of those we work with. We navigate our work with honesty and integrity by being accountable for the commitments we make.

Communicator -We own our roles as communicators by being authentic and consistent in our communications with each other. We foster open dialogue and encourage giving and receiving feedback. We share respectfully and listen carefully.

Inclusive- We are employees who strive to be inclusive, we invite the perspectives and insights others share. We value collective problem-solving and the shared success of every member of the chapter team toward our common goals.

Humble- Humble employees seek to continuously become more self-aware and assume best intentions in others. We are willing to consider how we show up to our work, seek clarity from others, and take responsibility for our words and actions.

Planful- We show respect for our work and others by being planful. We are organized in the management of our daily work. We are on time and prepared for meetings. And we embrace changes that create more effective and efficient ways to work together.

Energetic- We are excited about working with others who believe in the future of our chapter and take our functional and cultural roles seriously. We are resilient and supportive of each other through wins and challenges.

Qualifications

• Bachelor’s degree preferred or equivalent combination or education and work experience.
• Valid driver’s license and reliable transportation.
• Flexibility to travel overnight up to 20% of the time.
• Availability to be on a rotating schedule for 24-hour/day, 365 days/year emergency calls.

Physical Demands

While performing this job, employees may be required to talk, stand, or sit for long periods of time, walk, climb stairs, key data, stoop, twist, bend, crawl, speak and hear. Employees may drive a motor vehicle and may be required to travel during business hours. Person must also be able to move/lift to 20 pounds. While performing this job employee is exposed to weather prevalent at the time with varying noise levels. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.