Volunteer Coordinator

Job Type: Full-time, 100% FTE

Position Title: Regional Crisis Line Volunteer Coordinator

Reports to: Volunteer Services Manager

Direct Reports: N/A

Location: Belltown/Hybrid

Union Representation: Represented by OPEIU

Date Last Updated: December 2024

Pay: 27.60/hr

Job Summary

The coordinator supports Regional Crisis Services volunteer programs, managing 150-200 volunteering, including recruitment, screening, orientation and onboarding, scheduling, tracking and report generation, coordination, recognition, and maintaining confidential volunteer files. The Volunteer Coordinator collaborates with Crisis Line staff and leadership to maintain communication with volunteers, enhance their positive program experience, and assist with outreach and training activities when needed.

Who We Are

Crisis Connections, formerly known as Crisis Clinic, was founded in 1964. The organization is one of the oldest Crisis Lines in the nation and home to five programs focused on serving individuals' emotional and physical needs across 9 counties in Washington State. These programs include the 24-Hour Crisis Line, King County 211, Teen Link, WA Recovery Help Line, and WA Warm Line. With over 350 trained volunteers and 150 staff, CC supplies support, resources, and certified training for King County and other communities statewide.

Crisis Lines, the lifeline for many in our community, are confidential 24/7 telephone helplines answered by professionally trained volunteers. The goal is to provide a safe and confidential way for adults in crisis to get help and link them to appropriate community resources. As a Volunteer Coordinator, you will play a pivotal role in maintaining this confidentiality, ensuring that those in crisis can trust in our services and feel safe to reach out for help.

Job Competencies

Volunteer Recruitment, Onboarding, and Training 40%

· Engages in all communications in a timely, thorough, thoughtful, and clear manner.

· Provides customer service and timely response to requests for information about the volunteer program. Responds to volunteer inquiries, conducts monthly information sessions, and follows-up with candidates. Engages in all communications in a timely, thorough, thoughtful, and clear manner.

· Reviews completed applications and conducts phone screenings. Conducts background and reference checks and refers areas of concern to the Volunteer Manager.

· Stays current on program volunteer recruitment goals and needs. Tracks and reports on volunteer recruitment activities and outcomes and gathers information as requested by the Volunteer Manager.

· In collaboration with the Chief Diversity, Equity, and Inclusion Officer and the Crisis Line program staff, and under the leadership of the Volunteer Manager, implements volunteer program strategies that engage a wide range of volunteers who represent the communities we serve.

· Tracks and reports on volunteer recruitment activities and outcomes. Provides specialized reports and gathers information as requested by the Volunteer Manager. · Prepares and delivers engaging presentations in the community through volunteer information sessions and other community outreach events.

· Updates Crisis Line volunteer outreach calendar. Helps identify outreach opportunities to expand awareness of the program and community collaborations.

· Coordinates, schedules, and helps conduct all volunteer training and listening sessions in collaboration with the Training Department and Crisis Line staff.

· Updates and maintains volunteer screening, training, and orientation materials.

Volunteer Scheduling, Coordinating, and Retention 40%

· In partnership with Crisis Line program staff, schedules volunteers and monitors attendance. Implements shift changes, requests for leaves, and terminations. Communicates changes, trends, and potential problems to the Volunteer Manager and appropriate Crisis Line staff.

· Provides program updates and changes to volunteers and maintains ongoing communication regarding their experience, progress, satisfaction, concerns, and more.

· Assesses the needs, problems, and concerns of all Crisis Line volunteers and communicates those to the Volunteer Services Manager.

· Facilitates volunteer recognition and appreciation activities. Coordinates and communicates appreciation events to volunteers.

· Facilitates 3-month check-ins following each program graduation to assess outcomes and provide ongoing support.

· Coordinates activities related to volunteer retention and program growth.

Quantity and Quality of Work/Work Habits 20%

· Conducts day-to-day operations of the Crisis Lines volunteer program, including data tracking & reporting, volunteer software maintenance, and other administrative functions (i.e., timely, accurate, and organized volunteer records; database management; volunteer inbox management, etc.).

· Maintains accurate and complete volunteer data confidentially.

· Assists with and provides input into changes in Volunteer Services forms, policies, procedures, and protocols.

· Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to perform outstandingly.

· Generate reports and maintain accurate records to monitor and analyze various metrics, supporting data-driven decision-making and improving operational efficiency.

Requirements Qualifications and Experience Needed:

· Experience working with volunteers and volunteer-serving agencies.

· AA in social services or related field, or 2 years of relevant work experience

· At least one year of experience coordinating volunteers. Non-profit experience and experience in mental health/crisis intervention/telephone helpline are a plus.

· Experience with data entry. Proficiency in using volunteer management software or databases.

· Experience and skills using Microsoft Office 365 software and cloud-based collaboration tools, including Word, Excel, Teams, SharePoint, OneDrive, Forms, and more. Familiarity with modern communication tools, social media and email strategies, and other collaborative technologies.

· Competence in scheduling

· Excellent customer service and people skills. Excellent written and oral communication skills.

· Washington State driver's license, insurance, and access to a vehicle preferred. Reliable transportation is required.

· Strong organizational skills and attention to detail; excellent time management skills.

Schedule requirements: Availability for Training Sessions and Meetings during weekends and weekend hours monthly as needed. The role requires two to three days onsite in our Seattle office.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities:

• Excellent medical, dental, and vision coverage
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

OFFERS OF EMPLOYMENT:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

Smart phone with ability to download Multi-factor Authentication (MFA) application. High speed internet, minimum 20mbps download and 10mpbs upload speeds. No Hot spots allowed.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.