NICHOLAS MAIURRO
Colorado Springs
Summary
Dedicated professional with more than ten years of experience in non-profit leadership, programmatic development, community outreach & engagement, and program management. I am committed to advancing the mission of organizations through strategic planning, innovative solutions, and understanding community needs. My goal is to continue leveraging my skills to create meaningful impact and support the well-being of individuals and communities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Customer Experience
Big Brothers Big Sisters of Colorado
10.2024 - Current
- Monitor the enrollment pipelines for participants in Denver and Colorado Springs, identifying and addressing bottlenecks or trends with recommendations or immediate solutions
- Review, approve, or reject volunteer and child applications/files
- Perform applications/files review in alignment with National Standards, child safety/red flag screening, and KPIs
- Review all enrollment materials annually, updating them at least every two years or as needed
- Act as the primary contact for all escalated customer relations and enrollment matters involving volunteers, families, and children
- Provide timely metrics and data related to KPI achievement on a monthly basis
- Responsibly oversee, adjust and approve all budget items for the department
- Supervise and manage the enrollment and customer relations team, including hiring, training, coaching, and overall staff development
- Conduct one-on-one meetings with each staff member3-4 times per month and team meetings1-2 times per month
- Develop staff as subject matter experts
- Ensure the enrollment team meets or exceeds quality assurance (QA) expectations throughout the year
- Ensure documentation is completed in accordance with BBBSA national standards and BBBSBC policies
- Meet or exceed established KPIs using current or new tools
- Complete quarterly and annual staff assessments
Director of Programs
Big Brothers Big Sisters of Colorado, Pikes Peak
10.2021 - 09.2024
- Collaborated with Program Directors and Vice President of Programs to ensure the alignment of processes at Big Brothers Big Sisters of Colorado
- Served as a liaison between community stakeholders and Big Brothers Big Sisters
- Implemented initiatives that increase representation and support for marginalized communities
- Partnered with the Executive Director to develop, meet, and track programmatic goals
- Managed and led up to seven program staff, supporting mentor-mentee pairs
- Developed and managed programmatic budgets
- Trained and onboarded new employees to ensure understanding of organizational processes and expectations
- Evaluated effectiveness of programs and events through data collection
- Developed and tracked Key Performance Indicators
- Developed marketing materials for funders, community stakeholders, and potential volunteers
- Communicated program data to internal and external stakeholders
- Collaborated with internal grant writing staff on program design, fidelity, outcomes, and reporting
- Collaborate with internal grant writing staff on program design, fidelity, outcomes, and reporting
Program Manager
Big Brothers Big Sisters of Colorado, Pikes Peak
08.2017 - 09.2021
- Managed up to seven program staff, supporting mentor-mentee pairs
- Coached program staff in supporting their caseload of mentors and mentees through consistent communication
- Served as a liaison with school administration and staff at Atlas Prep to guarantee effective programming
- Planned and facilitated programmatic events for mentor & mentee pairs
- Tracked and analyzed progress towards agency goals using multiple tracking systems
- Developed and deliver presentations to community partners to inform them of agency programs and recruit volunteers
- Conducted child and volunteer screening interviews and follow through with processing and acceptance in a timely manner
Program Team Lead
Big Brothers Big Sisters of Colorado, Pikes Peak
06.2014 - 07.2017
- Managed a caseload of150-200 program participants, including adult volunteer mentors, child mentees, and their caregivers
- Supported program participants throughout the length of the mentor relationship
- Partnered with program staff to develop effective facilitation of agency planned events
- Ensured child safety and program effectiveness through ongoing communication and relationship building with program participants
- Oversaw five case managers and four grant-funded programs
- Collaborated with the Program Manager and Executive Director to develop and meet monthly goals
- Engaged adult volunteers in trainings to ensure positive and healthy mentoring relationships
Education
Bachelor of Arts - Secondary Education
University of Wyoming
Laramie, WY05.2012
Skills
- Fostering positive relationships with internal and external partners
- Developing and managing programs that emphasize exploration of college/career pathways
- Monitoring and measuring effectiveness of programs to inform future decisions
- Developing, implementing, and improving programs, processes, and systems
- Strong commitment to Diversity, Equity, and Inclusion
- Supporting internal and external teams that promote agency cohesion
- Designing and tracking annual goals, providing ongoing feedback towards goal completion
- Leading and serving on cross-functional teams
Certification
- Best and Brightest Scholarship Selection Committee Member:2016-2019
- Mentor2.0 Volunteer Mentor: January 2018-June 2021
- Certified in courses related to: Youth Protection; Justice, Equity, Diversity, & Inclusion (JEDI), Workplace Diversity, Unconscious Bias, and Quality Assurance
- StandUP Leaders on the Rise Program Graduate: November 2021
- Staff Appreciation Committee Member: Big Brothers Big Sisters of Colorado:2015-Present
- SafeTALK Suicide Alertness Certification
- Laramie County School District Student Teacher: January 2012-May 2012
- State of Wyoming Substitute Teaching License
- The University of Wyoming Peak Achievement Award:2008-2012
- Sigma Phi Epsilon Vice President of Communications: December 2010-December 2011
Timeline
Director of Customer Experience
Big Brothers Big Sisters of Colorado
10.2024 - Current
Director of Programs
Big Brothers Big Sisters of Colorado, Pikes Peak
10.2021 - 09.2024
Program Manager
Big Brothers Big Sisters of Colorado, Pikes Peak
08.2017 - 09.2021
Program Team Lead
Big Brothers Big Sisters of Colorado, Pikes Peak
06.2014 - 07.2017
- Best and Brightest Scholarship Selection Committee Member:2016-2019
- Mentor2.0 Volunteer Mentor: January 2018-June 2021
- Certified in courses related to: Youth Protection; Justice, Equity, Diversity, & Inclusion (JEDI), Workplace Diversity, Unconscious Bias, and Quality Assurance
- StandUP Leaders on the Rise Program Graduate: November 2021
- Staff Appreciation Committee Member: Big Brothers Big Sisters of Colorado:2015-Present
- SafeTALK Suicide Alertness Certification
- Laramie County School District Student Teacher: January 2012-May 2012
- State of Wyoming Substitute Teaching License
- The University of Wyoming Peak Achievement Award:2008-2012
- Sigma Phi Epsilon Vice President of Communications: December 2010-December 2011
Bachelor of Arts - Secondary Education
University of Wyoming
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