Together, we create life-changing wishes for children with critical illnesses.
We are currently seeking a bilingual Wish Coordinator reporting to the Director of Program Services. Duties for this position include managing the wish process, administering program-related activities, supervising volunteers and interns, conducting volunteer training and community outreach and handling special situations. This person should demonstrate our organization's core values of working smart, having a can-do attitude, employing a sense of urgency and acting with the highest integrity.
- Manage and coordinate 80 - 100 wishes at any given time with tasks including, but not limited to, volunteer management, medical authorization, transportation, accommodations, services, activities, assisting other Make-A-Wish chapters, medical equipment needs, liability forms and required documents, and itineraries. Handles the majority of wishes for non-English speaking families. Wishes are to be completed, on average, within 6-9 months of referral.
- Support, monitor and direct the actions of assigned wish team members by keeping in continuous contact and recording notes for all communication in the wishes and/or volunteer database. Ensure the volunteer teams receive excellent customer service and support.
- Manage wish budgets to ensure fiscal responsibility by ensuring all wishes come in below or at budget.
- Function as a rotating contact for chapter's 24-hour emergency/on call system.
- Ensure all required wish paperwork is complete and on file before wishes are fulfilled. This includes, but is not limited to, medical wish authorization forms, appropriate signatures on forms, copies of required documents, etc.
- Protect wish file/family confidentiality through chapter approved systems and personnel training.
- Secure in-kind donations for every wish. Track all wish in-kind donations and cash expenditures properly by completing the appropriate forms. Complete thank you letters for all in-kind donations.
- Keep all wish files updated by ensuring all appropriate data is entered in the wish database, keeping status and notes current on a daily basis and maintaining current paper files by completing forms and checklists for each wish.
- Produce or supervise all wish-related correspondence including, but not limited to, wish family parent packet, wish granter packet, thank you letters, in-kind donation request letters, medical form cover letters, etc.
- Secure Wish Family Satisfaction Survey for each wish and maintain satisfaction ratings at a level of excellence for all wishes.
- Secure Wish Granter Satisfaction Surveys from volunteers upon completion of each wish and resolve reoccurring issues directly and in a timely fashion.
- Work closely with chapter leadership to identify and resolve program issues affecting wish children, their families, and the Foundation.
- Be familiar with and/or research federal, state, local laws and restrictions impacting program delivery such as travel requirements/laws, motorized vehicle requirements, building/construction permits/ordinances, etc. and document in the files for all applicable wishes.
- Ensure consistent program quality by adhering to and implementing national and chapter wish granting policies, guidelines, standards, and procedures.
- Recommend publicity appropriate wishes to the Communications staff and provide necessary wish/child information as requested.
- Facilitate Wishmaker/Sponsorship Involvement when applicable for wishes.
Wish Granting Interactions:
- Assist in developing wish granter training programs for volunteers, including basic wish granter training, online training and continuing education.
- Conduct quarterly wish granter trainings each year, at least two of which will be in outstate areas.
- Identify and support volunteer wish teams, help resolve problems, provide guidance on wish granting issues. Provide resources and ideas to ensure wish family and volunteer satisfaction on surveys and secure in-kind gifts for all wishes.
- Interface with the Program Services Board Committee through assisting in preparing for meetings, attending meetings as requested and keeping informed of program developments via meeting minutes and/or staff.
- As needed, seek the advice of physicians, social workers, and other medical professionals to address medical needs of wish children or wish participants to ensure health and safety during all wishes.
- Be knowledgeable and/or resourceful in finding information about the medical conditions common to wish children.
- Develop and maintain positive relationships with all program vendors by thanking vendors and in-kind donors upon completion of each wish.
- Plan, manage and implement the solicitation of in-kind goods and services to ensure in-kind for all wishes.
- Contribute to the chapter newsletter and weekly Wish Wednesday e-newsletter as requested.
- Support fundraising initiatives by helping to secure wish families for fundraising events, speaking/media opportunities and other opportunities as requested. Attend and participate in events as requested, including those outside of regular work hours.
- Maintain positive collaborative relationships with other Make-A-Wish chapter personnel.
- Participate in on-site and off-site trainings and conferences as required.
- Other duties as assigned.
- At least two years of experience in nonprofit program coordination and/or management.
- Bilingual in English and Spanish, Somali, Hmong and/or Arabic. Bilingual is described as a person who has mastered the art of speaking two or more languages in native accent and can speak, write and communicate with people who speak the language as a primary/first language without difficulty. They mush have great communication power and good speaking capability.
- Ability to manage multiple responsibilities and deadlines.
- Demonstrated understanding of principles or organizational management and volunteer supervision.
- Ability to respond to rapidly changing situations, such as wish emergencies, last minute details/changes to wishes, medical rush wishes, and other situations with a calm and can-do attitude.
- Demonstrated ease when interacting with people of various backgrounds/personalities/situations.
- Proven resourcefulness, especially in securing in-kind donations and cultivating new relationships.
- Passionate about children and families.
- Proficient in office computer applications.
- Effective oral and written communication skills.
- Impeccable attention to detail.
- Exceptional organizational skills.
- A demonstrated understanding of process and procedure.
- Completed Bachelor's degree
- Raiser's Edge or Salesforce database experience