united way of greater chattanooga

Onsite Program Manager - Chattanooga Mentoring Collective



The Onsite Program Manager (OPM) works in collaboration with Fidelis Education’s client, United Way of Greater Chattanooga (United Way), to facilitate the recruitment, onboarding, screening, training and coaching of mentors in the MentorChatt mentoring collective. Additionally, you will act as a community facilitator in greater Chattanooga, coordinating amongst various government agencies, schools, NGOs and United Way.

We seek a candidate  with deep roots in Chattanooga, who can relate to the experiences of children growing up in the community. Our ideal candidate is a natural relationship builder and driven by an intense commitment to our mission -- ensuring that every child in the community receives the mentorship that will help them on their path to live a productive and happy life.  

Fidelis Education offers an outstanding package of benefits, including medical, dental, vision, paid vacation and sick time.  You will frequently work out of United Way’s downtown Chattanooga office with central parking, friendly colleagues and clients and an important mission.  

Candidates are encouraged to apply as soon as possible. Applications will be reviewed as they are received.  Please send your resume, LinkedIn profile and an email cover letter describing your interest to luke@fidelis-inc.com


Responsibilities: Candidate must have outstanding client service skills and be comfortable working in a matrix environment.  A successful OPM will be a high performer, take initiative and set and achieve daily, weekly and monthly goals. Selected candidate will work under the direct supervision of Fidelis Education’s Director of Customer Success. Candidate must possess the skills necessary to serve the needs of United Way, as directed by their Director of Education, to perform the following responsibilities.  

Recruiting Mentors
  • Support schools and NGOs in the recruitment of youth in targeted-area schools
  • Recruit and screen mentors within the greater Chattanooga community 
  • Assist process of matching mentors with the right mentoring organization and mentee
  • Develop, coordinate and assist youth and mentors in engagement of enrichment activities focused on helping youth make progress toward individual goals 

Case Management of Mentors
  • Develop others ability to form strong, supportive relationships with mentors and youth
  • Onboard mentors to MentorChatt community
  • Support mentors throughout their lifecycle 
  • Work in concert with UW Director of Education to develop curriculum for mentor training and to coordinate educational/career activities, guest speakers, as well as mentoring events and trainings.
  • Become expert in using the Learning Relationship Management (LRM) system to manage the mentor experience
  • Maintain caseload of up to 500 mentors, meeting SLAs
  • Use active and reflective listening skills and affirmations to demonstrate respect and empathy, avoiding negative and derogatory labels that foster disrespect
  • Enhance LRM usage through use of incentives, defining expectations, providing feedback and use of awards programs
  • Maintain confidentiality of employees, volunteers, and program participants to provide a safe environment 
  • Develop and/ or modify mentor plans, determine mentor priorities and support mentors in identifying overall mentoring objective

Oversee Partner Organization Relationships
  • Participate in quarterly onsites to support training, planning and implementation of partner organization efforts
  • Document all interactions into the appropriate electronic documentation system
  • Collaborate with schools and family/support systems to follow-up on mentoring service quality
  • Participate in the development and implementation of continuous quality improvement activities as assigned
  • Effectively communicate with referring agencies, partner organizations and/or case managers regarding youth needs, placement and program services 
  • Engage in continuing education and professional development in an effort to provide best practice

Desired Abilities:

  • Self-motivated and self-directed
  • Flexible, amiable and willing to work as part of a team 
  • Highly organized, detail-focused, have excellent time management skills
  • Establish and maintain cooperative, professional, positive, and effective working relationships
  • Practice confidentiality and professionalism in all modes of communication
  • Evaluate, solve problems, and adopt an effective course of action
  • Execute program services according to organization standards
  • Prepare and interpret comprehensive statistical reports
  • Develop activities, presentations, handouts, forms, and other relevant communication
  • Work with a diverse population of mentors, partners, students and program affiliates
  • Perform multiple projects simultaneously involving people and paperwork
  • Operate a computer and basic office equipment
  • Learn and utilize work-related software programs
  • Communicate clearly and effectively 
  • Proven ability and motivation to meet monthly work goals
  • Show persistence, perseverance, patience and empathy 

Knowledge of:
  • United Way rules, regulations, policies and procedures
  • Federal Educational Right and Privacy Act (FERPA)
  • Every Student Succeeds Act (ESSA)
  • Youth Work Methods 
  • Counseling and advising strategies
  • Effective academic resources and strategies for student success
  • Collecting information, compiling data, and record-keeping techniques
  • Good customer service and interpersonal skills using tact, patience and courtesy
  • Organizational and oral/written communication skills
  • Correct English usage, grammar, spelling, punctuation and vocabulary
  • Modern office practices, procedures and equipment
  • Relevant computer software and technology, including Microsoft Office (Excel, Powerpoint, Word)
  • Telecommunication skills including hosting video-conferences, completing phone calls leading in-person team meetings.

Minimum Qualifications 
  • Supervisory experience preferred, 2+ years of experience leading a team 
  • Any combination equivalent to: bachelor’s degree in a related field and two years of internship or professional experience in coaching, recruitment, sales, customer service, account management or relationship experience in an educational setting

Preferred Qualifications
  • MA degree in counseling, psychology, public administration or education-related field is a plus

Licenses and other requirements
  • Personal vehicle or access to vehicle and proof of insurance 
  • Valid Tennessee driver’s license 
  • Ability to travel and work flexible hours as needed