Bilingual Wish Specialist

Organizational Overview:

Since being founded locally in 1985, Make-A-Wish Illinois has granted more than 17,000 wishes and continues its mission to share the power of a wish with children in all 102 counties across the state.

A wish can be a game-changer for a child with a critical illness. This belief guides us in everything we do at Make-A-Wish. It inspires us to grant life-changing wishes for children going through so much.

Life-changing wish journeys are made possible by dedicated staff and volunteers who fulfill the work of our mission, helping children discover, create, fulfill and experience the lasting impact of their most heartfelt wish.

Job Summary: The Bilingual Wish Specialist is responsible for the management of wishes for non-English speaking (primarily Spanish) families from the time the child is qualified for Make-A-Wish until the child’s wish is granted. Collaborates with other staff, volunteers, vendors and community supporters to create an overall wish experience through which children and families build resilience and experience healing.

Major Responsibilities:

• Manages a portfolio of wishes for non-English speaking families and their movement through the wish pipeline for children and families 

• Onboards newly qualified wish families through welcome calls 
• Prepares and mails print materials to wish families; occasionally translates information from English to Spanish; leverages the Certified Languages International (CLI) platform to translate information for non-English speaking families 
• Builds trusting relationships with volunteers, and partners with them to help children discover their wishes in accordance with local and national policies 
• Collaborates with volunteers to build hope and anticipation for children and families through regular wish boosts and celebrations 
• Facilitates the completion of wish paperwork, primarily through DocuSign 
• Enters wish information into databases and ensures accuracy 
• Collaborates with Wish Coordinators on the logistical planning and fulfillment of wishes 
• Responsible for maintaining and closing out wish files in accordance with local and national policies 
• Maintains an emergency cell phone number and troubleshoots occasional emergencies that arise during a wish 
• Other duties as assigned  

Requirements

• Excellent verbal and written communication skills, with strong attention to detail 
• Strong relationship-building and customer service skills 
• Ability to manage a large portfolio in a fast-paced environment 
• Strong organizational skills, ability to prioritize, and meet deadlines  
• Demonstrated critical thinking and creative problem-solving skills 
• Ability to work independently and as part of a team to achieve individual and team goals 
• Ability to calmly handle pressure situations 
• Proficiency with Microsoft Office Suite and constituent relationship management databases (preferably Salesforce) 
• Verbal and written fluency in Spanish is a requirement for this role
  
  

Preferred Education & Experience:

• 1-3 years related work experience in a client or customer facing role, responsible for project coordination, account management, or case management 
• Associate degree or equivalent combination of education and experience 
• Experience using the Certified Languages International (CLI) platform beneficial 
• Experience working with volunteers is helpful for this role 

Benefits

Make-A-Wish Illinois offers full-time employees a generous benefits package which includes:

• Blue Cross and Blue Shield Medical Coverage: HMO, Traditional PPO, or PPO w/ HSA contributions
• Dental and Vision Insurance Options
• Paid Time Off (PTO)
• Flexible Schedules
• Hybrid Workplace
• 403(b) Retirement Plan
• Commuter Benefits
• Training and Professional Development Opportunities
• Employee Assistance Network