Mission Discovery Specialist

Requisition ID: 1022

About the role

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 role works with the child’s medical team and family to set expectations and provide the best experience for each wish child.

Responsibilities

• 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 wish families, wish-granting volunteers, and medical teams as it relates to the wish children within a caseload.
• Set expectations, educate, and onboard each wish child assigned within the caseload.
• Work with peers and regional teams to enhance the wish journey through improvements.
• Identify opportunities for community engagement, sponsorship, etc., to enhance the wish journey of children.
• Track progress and enter updates for the assigned caseload within database management software systems (e.g., Salesforce).
• 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 the 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 include:
  • Participation in annual all-staff retreat
  • Attending high-profile wish reveals and departmental in-person meetings
  • Other duties, as assigned

Qualifications

• Bachelor’s degree preferred or equivalent combination of 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.

Core Competencies

• Reliable: Consistently kind and respectful, earning the confidence and trust of colleagues. Navigates work with honesty, integrity, and accountability.
• Communicator: Authentic and consistent in communications, fostering open dialogue and encouraging feedback. Shares respectfully and listens carefully.
• Inclusive: Values collective problem-solving and the shared success of every team member toward common goals.
• Humble: Seeks continuous self-awareness, assumes best intentions in others, and takes responsibility for words and actions.
• Planful: Organized in daily work, punctual, and prepared for meetings. Embraces changes that create more effective and efficient workflows.
• Energetic: Excited about working with others who believe in the chapter’s future and supports colleagues through wins and challenges.

Physical Demands

• 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.
• May drive a motor vehicle and travel during business hours.
• Must be able to move/lift up to 20 pounds.
• Exposed to varying weather conditions and noise levels.

Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.

Pay

$40,000.00 – $50,000.00 annually