Program Associate - bi-lingual preferred

Make-A-Wish Greater Bay Area is seeking a compassionate, detail-oriented, critical-thinking team player to plan and execute wishes.  Ability to communicate fluently in Spanish desired but not required. This non-exempt position reports to the Senior Program Manager.  This position is required to work in the MAW office at least 2 days a week (Tuesday and Wednesday) as part of the hybrid work model.

AREAS OF RESPONSIBILITY:

• Manage an average caseload of 50-100 wishes simultaneously, with a goal of granting 60-90 wishes per year
  • Clarify and finalize wish ideas with wish children and families
  • Maintain active communication over phone and email with wish families, documenting all touchpoints
  • Coordinate all aspects of wish experiences, from inception to completion and closeout.
  • Manage wish costs through detailed budgeting, tracking, solicitation and stewardship of in-kind donations and maintain detailed administrative and financial records of wishes
  • Adhere to all policies and compliance protocols in planning and maintaining wish records
  • Request medical clearance forms from Senior Medical Outreach Associate when needed; follow up directly with medical teams to ensure wish is still deemed appropriate
• Act as a liaison between families, volunteers, assisting chapters, medical team, vendors and donors
• Collaborate with other departments to maximize wish experiences and ensure visibility of the mission
• Advocate for the mission to ensure each wish child is the center of their wish journey.
• Coordinate office volunteer projects and supervising as appropriate
• Share On-Call duty with the other members of the Program staff (includes some weekends, evenings and holidays) 
• Other duties as assigned.

EXPERIENCE AND SKILLS

• 3+ years related work experience
• Spanish fluency preferred but not required
• Associates or bachelor’s degree preferred but not required
• Extremely well-organized, able to multi-task efficiently, meet deadlines under pressure and maintain composure in handling difficult situations
• Extreme attention to detail with a high degree of accuracy 
• Excellent communication skills and prompt follow through, both written and verbal, and a positive attitude for working in a cooperative environment
• Ability to navigate complex family dynamics, circumstances, and emotions with empathy and professionalism
• Warm, yet professional, demeanor while working with children, families, social workers, medical professionals, staff and volunteers 
• Understanding of and ability to demonstrate cultural and socio-economic humility
• Willingness to be flexible in terms of assigned responsibilities
• Ability to maintain complete confidentiality PC literate –Microsoft Office Suite (Word, Excel, Publisher), database, etc. 
• Experience with Salesforce a plus Some evening and weekend commitments required

Physical Demands and Required Abilities
The physical demands and required abilities described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Consistent attendance on a day-to-day basis required
• Employee must be able to sit, read, write, type and speak for extended periods of time. The employee is occasionally required to move around the office
• Ability to multi-task regularly and to work efficiently in a fast-paced environment, work under deadlines and manage a high caseload of work
• Ability to concentrate and focus for extended periods of time.
• Must be able to read and interpret data, information, and documents.
• Ability to look at a computer screen for extended periods working to monitor and respond to streams of communication in multiple platforms simultaneously (i.e. MS Outlook, MS Teams, Salesforce IME, Salesforce WVC, etc).
• Must be able to work well with others and interact frequently and positively in person, by phone/video, by email or electronic chat.
• Must be able to handle stressful conversations with individuals in crisis
• Able to learn and apply new information or skills, such as learning a new database systems and processes.
• May require travel dependent on organization needs within the 17-county territory surrounding the office in Oakland, CA. 

COMPENSATION

• Hourly hiring rate: $27.40 -$28.84 based on skills and experience
• Full-time, 40 hours a week/8 hour a day position, overtime eligible
• Fully benefited position with 100% premium paid for employee for sponsored plans
• PTO (paid time off) starts at 17 days a year (accrued each pay period)
• Paid holidays and other paid time off (i.e. employee appreciation days) – 22 days a year