Job details

Associate, Wish Relationship

The Wish Relationship Associate (WRA) is responsible for teaming with the Logistics
Coordinator to fulfill the wish experience for our wish families. The WRA implements the
mission of Make-A-Wish Metro NY by introducing each family to the wish journey. The
Wish Relationship Associate is the primary point of contact for the wish child/family. They
are responsible for implementing a child focused approach toward working with wish
children, families, and volunteers.

This position helps the organization get to know each wish child and family and sets
expectations on the wish process including establishing and clarifying chapter and national
wish granting guidelines. This role also assesses underlying family and health
circumstances and cultural norms that may impact the team’s ability to fulfill the child’s
wish experience. This position is key to managing the flow of new wishes by identifying
possible barriers and supports in wish delivery in addition to enhancing volunteer training
through intentional feedback and coaching of volunteers. This position works closely with
the Logistics Team, the Medical Outreach team and the Volunteer Support Associate as a
wholistic approach in granting a wish.

This role must adhere to the policies, guidelines and procedures established by the National
Office and local Make-A-Wish Foundation Chapter. He/she is to act as a member of the team
in supporting coworkers and supervisors in accomplishing the Chapter objectives set forth by
chapter executive leadership. The Wish Relationship Associate may be required to perform
other job-related tasks than those specifically presented in this description.

Wish Relationship Associate

Make-A-Wish® Metro and Western NY
Wish Relationship Associate

Principle Accountabilities:

Builds rapport with the wish family and skillfully completes a bio-psycho-social intake

assessment as part of the intake process with the family to understand family
dynamics, family norms, family influencers, and family supports toward granting the
child’s wish once eligibility is determined

Ensures the child’s wish aligns with National and Chapter standards and guidelines
Manages expectations of wish family around wish type, wish participants and wish

timeline

Provides coaching and feedback to Wish Granting volunteers as they support the wish

granting process through communication with the family and collection of
signatures/documents

Assigns a Complexity Score based on a rating of the information learned during the

intake assessment and the complexity of the wish within a specified timeframe

Coordinate all specific aspects involved with wish planning, including but not limited to

defining wish details, solidifying wish participants and participant needs, clarify wish
priorities, identifying forms/documents that need to be completed, prepare and send all
needed forms, gather and process all required signed documents, etc.

In conjunction with Volunteer Services;

. Build and maintain relationships with wish-granting volunteers. Perform follow-up communication calls with volunteers/families assigned to

active wishes. Communicate responsibilities to volunteer wish-granters on active wishes,

ensure open dialogue and compliance with National Performance Standards and
Chapter Guidelines

. Provide feedback to the Volunteer Services team

Effectively perform crisis communication and listening techniques with wish families
Update and keep current the wish database and equivalent digital files for each child to

ensure compliance with National Standards and Chapter/local guidelines

Monitor progress of each wish and ensure wish proceeds in a timely manner, so that

wishes are granted within two years

Assist as necessary to define the wish of the child and clarify process with volunteers and

wish families

Schedule wishes in accordance with the targeted number of wishes for the respective role;

– goals set by the Wish Relationship Manager and Vice President, Metro Mission Delivery

Complete wish record data entry with maximum ofdiscrepancies, and ensure each

record is complete, up to date and follows Standard Of Use (SOU) objectives

Keep abreast of National policies, guidelines, and resources as they relate to the wish

granting program.

Wish Relationship Associate

Make-A-Wish® Metro and Western NY
Wish Relationship Associate

Essential Skills and Abilities:

Strong interpersonal, verbal, and written communication skills
Ability to build and sustain productive, long-term relationships
Ability to manage multiple projects simultaneously and achieve objectives
Strong database expertise
Ability to work within family systems to facilitate wish granting
Detail-oriented and well organized
Ability to motivate and support a diverse constituency in a team-oriented atmosphere
Ability to maintain confidentiality

Qualifications:

-4 years of experience with case management, project management or a transferable

skill set.

Bilingual Spanish preferred
Experience with psychosocial assessments, working with families in crisis or working

with medically fragile children including difficult conversations and conflict resolution

Availability to be on call on a rotating basis
Periodically available for evening and weekend events/trainings
Commitment to and a passion for the mission of the Make-A-Wish Foundation

Physical Demands:
The physical demands and work environment listed here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable a person with disabilities to perform
the essential functions.

While performing this job employees may occasionally be required to talk, stand or sit for

long periods of time, walk, climb stairs, key data, stoop, twist, bend, crawl, speak and
hear

Person must also be able to move/lift to0 pounds

Diversity, Equity & Inclusion Commitment Statement:
Committed to attracting and retaining a diverse staff, MAW Metro New York and Western
NY will honor your experiences, perspectives and unique identity. Together, our community
strives to create and maintain working and learning environments that are inclusive,
equitable and welcoming.

Wish Relationship Associate

Make-A-Wish® Metro and Western NY
Wish Relationship Associate

Disclaimer:
The above statements are intended to describe the general nature and level of work being
performed by people assigned to this position. They are not to be construed as an exhaustive
list of all responsibilities, duties, and skills required. All personnel may be required to
perform duties outside of their normal responsibilities from time to time, as needed.

*How to Apply:
Please use the following link to complete and submit our formal application
for the Wish Relationship Associate at Make-A-Wish:

https://makeawishmetronewyorkandwesternnewyork-
vxrot.formstack.com/forms/associate_wish_relationship

Please note: only applications submitted through this link via Formstack will
be considered for this position.