Hybrid Bilingual Wish Coordinator - Austin or San Antonio bei Make-A-Wish Foundation

Description

Job Type

Permanent, Full-Time, Exempt

Workplace Location

• Make-A-Wish Central & South Texas has offices in Austin and San Antonio that are open for use by all staff. This position will have the flexibility to work remotely/from home but will be expected to work in-office at least two days a week and some weeknights/weekends for in-person activities, such as event support, wish events, and team bonding activities.
• This role is based out of either of our offices - Austin Main Office (3600 Bee Caves Rd, Suite 100, Austin, TX 78746) or San Antonio Regional Office (1931 Northwest Military Hwy, Suite 210, San Antonio, TX 78213).

Position Summary

Manage all facets of the wish granting process across chapter territory for all assigned wishes, including both English and Spanish-only speaking families. This includes overseeing each wish and providing clear and concise communication to wish families, volunteers, medical professionals, donors, and staff as needed. 

Position Responsibilities

• Implement local and National wish-granting policies, guidelines, standards and procedures to ensure consistent application in wish granting. 

• Plan, coordinate, and execute a variety of basic wish types to create magical wish experiences for assigned children/families. Includes all details of wish planning, wish enhancements, wish parties, and follow-up after wish.

• Research, learn new skills, and think “outside of the box” to complete wish objectives, especially for wishes with no chapter history of being granted before.

• Availability to work weeknights and weekends as needed for wish reveals, wish send-offs, volunteer management on project-based wishes, etc. (with flexible time/work week scheduling)

• Monitors progress of all wishes for adherence to policy and timely completion.  

• Create wish budgets based on individual expenses relative to type of wish and consider possible in-kind donation opportunities. 

• Provide support and guidance to volunteers. Maintain close communication with details of wish, ideas for wish enhancement, and coordinate wish plans as needed.

• Follow compliance procedures and ensure proper follow-up documentation is recorded and received, including evaluations, financial summaries, in-kind backup, and thank you notes at the completion of each wish (completing wish files).

• Identify and resolve program issues affecting wish children, their families, and the Foundation, notifying supervisor and other appropriate parties if necessary. Participate in discussions to address issues and change, add or improve policies where needed. 

• Any and all activities necessary to make wish families experiences as seamless and enjoyable as possible.

• For Wish Coordinators in San Antonio office: Plan all logistics required for incoming Morgan’s Wonderland/San Antonio area wish assists, as assigned by Wish Assist Manager.

• Maintain vendor relationships to secure in-kind for wishes.

• Support Sr. Manager, Wish Intake & Volunteer Services, with focus on Spanish-only speaking families, by:

o Efficiently move wish families through the onboarding portion of the wish journey by conducting a welcome call and obtaining all required paperwork, when needed.

o Assist with Wish Family Interview Process for qualified Wish Families

o Engage volunteers and board members or donors in wish discovery interviews 

o Assist in coordinating Wish Discovery Interview Parties (in-person or virtual)

o Assist with volunteer activities in assigned territory, including recruitment, orientation, and training. 

• Translate wish resources, documents, and other forms of communication for Spanish-speaking constituents.

• Support Program leadership with calling Spanish-speaking families for verbal updates or to address any questions throughout the entire wish process.

• Work in conjunction with Development department in the following areas:

o Donor Engagement: Plans donor participation opportunities, including wish reveals/send-offs, enhancements, and other wish experiences as needed. 

o Public Relations: Identifies enthusiastic wish families for media publicity opportunities and can serve as Spanish-speaking Make-A-Wish representative when needed.

o Events: Participates in chapter special events and fundraisers.

o General Marketing/Communications: Follow up with family to secure wish pictures, wish art, and wish letters to share with donors, volunteers, medical professionals, and any other marketing needs (newsletters, social media, etc.)

• Serves as the 24-hour emergency back-up for assigned wish families.

• Continually strive to improve overall wish experience for wish child and family.

Benefits

• Full individual insurance premium coverage for Medical, Dental and Vision care. Optional employee-paid family coverage.
• Health Savings Account options with monthly employer contributions.
• Employer-paid life insurance policy and STD/LTD policies.
• Simple IRA Retirement Savings Plan with 3% employer matching.
• 2 personal days off (PD), birthday day off, 15 accrued paid time off days (PTO), Quarterly Wellness days off, 13 additional paid holidays annually; PTO increases with tenure.
• Monthly business mileage reimbursement
• Paid Parental Leave
• Annual Spanish bilingual stipend available upon successful completion of language proficiency skills test.
• Discounts and special offers with entertainment and travel vendors.

About Make-A-Wish

Make-A-Wish creates life-changing wishes for children with critical illnesses. We seek to bring the power of wishing to every eligible child because each step of the wish journey can help children build the physical and emotional strength they need to fight their illness. Headquartered in Phoenix, Arizona, Make-A-Wish is the world’s leading children’s wish-granting organization, serving children in every community in the United States and in nearly 50 countries worldwide. Together, generous donors, supporters, staff and more than 30,000 volunteers across the U.S. unite to deliver hope to wish kids and their families when they need it most. Since 1980, Make-A-Wish has granted more than 500,000 wishes worldwide; more than 340,000 wishes in the U.S. and its territories alone. The Central & South Texas chapter was founded in 1985 and has since granted more than 5,000 wishes in its 40-county territory. To learn more, please visit www.wish.org/cstx.

Make-A-Wish Central & South Texas Belonging Statement

As a nonprofit whose mission is to create life-changing wishes for children with critical illnesses, we are committed to ensuring every child, family member, volunteer, staff member, intern, and supporter that interacts with us can be their true and authentic self, regardless of race, ethnicity, gender identity and expression, sexual orientation, physical and mental ability, faith, religion, age, or any other aspect which makes them unique. We serve a diverse group of children and families, and we strive to make sure each feels seen, heard, and understood - not only through our own actions but by filling our organization with people from all walks of life. We not only welcome differences, we celebrate them. Every person involved in wish granting has a part to play to promote inclusion. We understand that there will always be work to be done, and we will continue to create an environment of diversity, equity, justice, and inclusion so that we can equitably grant the wish of every eligible child.

Requirements

• Spanish First Language/Bilingual Required. Successful passing of oral and written Spanish language comprehension test required.
• Education and/or suitable experience in nonprofit program administration.
• Must be detail oriented.
• Must have reliable mode of transportation to travel across chapter territory for wish needs. 
• Ability to work independently and problem solve unexpected challenges.
• Ability to manage multiple responsibilities and meet time sensitive deadlines.
• Ability to be flexible and respond to rapidly changing situations.
• Demonstrated ability in clear and effective written and oral communication.   
• Displays professionalism and quality customer service and delivery skills.
• Ability to deal with sensitive information with a high level of trust and confidentiality.
• Proficiency in all Microsoft computer programs, including Outlook, Microsoft Teams, SharePoint, Word, Excel, and PowerPoint.