This position is key in managing the wish journey, administering program-related activities and building relationships with key stakeholders of the organization all with the goal of granting life-changing wishes.
- Manage and coordinate 60 – 90 wishes at any given time including, but not limited to, volunteer management, medical authorization, transportation, accommodations, medical equipment needs, liability forms and required documents, itinerary creation.
- Support, monitor and direct the actions of assigned wish team members by keeping in continuous contact and recording notes for all communication in database. Ensure 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 and family confidentiality through chapter approved systems and learning acquired in personnel training.
- Secure in-kind donations of goods and/or services for every wish. Track all wish in-kind donations and cash expenditures properly by completing and submitting the appropriate documentation.
- Keep all wish files updated by ensuring all appropriate data is entered in database, keeping status and notes current daily and maintaining current electronic files.
- Secure Wish Family Satisfaction Survey for each wish and maintain satisfaction ratings at a level of excellence for all wishes (90% satisfaction rating).
- 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, or the Foundation.
- Be familiar with and/or research federal, state, local laws and restrictions impacting wish delivery such as travel requirements or laws, motorized vehicle requirements, building, construction permits, ordinances, etc. and document in the file for all applicable wishes.
- Ensure consistent program quality by adhering to and implementing national and chapter wish granting policies, guidelines, and procedures.
- Recommend publicity appropriate wishes to Marketing staff.
- Assist in developing volunteer training program for volunteers, including basic Wish Granter training, online training and continuing education.
- 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.
- 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 of or resourceful in finding information about the medical illnesses common to wish children.
- Seek, develop and maintain positive relationships with mission critical vendors.
- 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 staff.
- Participate in on and off-site trainings and conferences as required.
- Other duties as assigned.
Required
- Bachelor’s degree and at least two years’ nonprofit experience.
- Strong interpersonal skills with a demonstrated ability to work collaboratively, effective oral and written communication skills.
- Impeccable attention to detail and exceptional organizational skills.
- Ability to manage concurrent projects, set priorities, and follow through on both long-term and short-term projects, and meet deadlines.
- Access to own transportation and the ability to travel and provide staff support for occasional evening and weekend events.
- Strong computer skills, including MS Office tools.
- Ability to maintain confidentiality and exhibit good judgment.
- Ability to take initiative with an interest in opportunities for professional development. Display a willingness to acquire new skills and take on new projects.
- Ability to respond to last-minute requests. Ability to respond to rapidly changing situations, such as wish emergencies, last minute details or changes to wishes, and other situations with a calm and can-do attitude.
- Demonstrated experience with volunteer supervision.
- Demonstrated ease and respect when interacting with people of various backgrounds.
- Proven resourcefulness especially in securing in-kind donations and cultivating new relationships.
- Passionate about children and families.
Preferred
- Salesforce database experience.
- Fluent in Spanish, Hmong, Somali or Arabic.
At Make-A-Wish, we are more than a great place to work — we are an organization that changes lives. Since 1982, Make-A-Wish® Minnesota has granted over 7,100 wishes and developed one of the nation’s most-loved brands. Our work creates hope, strength, and joy for wish kids, their families, and entire communities. With a staff of 20 and more than 450 volunteers throughout the state, Make-A-Wish Minnesota grants a wish every 33 hours.
Make-A-Wish Minnesota relies on the generous support of individuals, corporations, grants, and special events to grant wishes for Minnesota children with critical illnesses statewide. Make-A-Wish is committed to championing diversity, equity, and inclusion, fostering an organization that is accessible and welcoming. This position is eligible for a generous benefits package including paid time off and a 401k plan. Our office is in St. Paul, though employees are currently working in a hybrid office use model. Learn more about us at mn.wish.org.
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Make-A-Wish Minnesota provides equal employment opportunity to all individuals. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.