Volunteer and Hotline Coordinator

JOB TITLE: Volunteer and Hotline Coordinator

Reports To: Community Engagement Manager                                 FLSA: FT Non-Exempt

Effective: March 20th, 2025                                                                                       

Summary:

This position is responsible for oversight of all aspects of volunteer recruitment, management, recognition, retention, and support and training of volunteers and staff within the organization. The position supports Signs of HOPE’s efforts to have the most well-trained and well-functioning volunteer program in the community and overall advocate education. The position also works within the Community Engagement department for the scheduling of Advocate University in collaboration with the leadership team members; scheduling and support of required ongoing and continuing education for staff and volunteers, including sharing of webinars and other learning opportunities with staff and volunteers. The position will create and manage the volunteer recruitment strategy and help facilitate a consistent onboarding process. In addition, this position will help coordinate volunteers for external engagement and outreach opportunities and collaborate with the Community Engagement Manager to promote organizational services and expand organizational reach through the Community Engagement department’s outreach events and tabling.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

·         Management and coordination of staff and current and future volunteers regarding applications, interviews, Advocate University.

·         Daily communication with volunteers at all stages of the volunteer and recruitment process.

·         Regular communication with other SOH staff to determine and assign volunteer projects and engage volunteers in meaningful activities to support the work of Signs of HOPE.

·         Provide communication to the volunteers and interns regarding SOH organizational updates.

·         Provide emotional support to the volunteers at all stages of volunteering.

·         Create and oversee overall volunteer recruitment strategy including recruitment software, volunteer job descriptions, targeted marketing efforts, and collaborations with universities and outside organizations.

·         Awareness and participation with community organizations involved in volunteer management best practices and recruitment efforts.

·         Coordinate and lead Advocate University at least 3 times per year, including grading and final examinations of all participants.

·         Delivery of Hotline AU Presentation.

·         Coordinate and lead volunteer appreciation events and socials, including AU graduation.

·         Assist with maintenance and upkeep of volunteer records in the volunteer database (Neon) to ensure proper active status and contact information accuracy.

·         Collect and track necessary data on outreach requests, volunteer hours, etc. for grant reporting purposes.

·         Responsible for monthly reporting of volunteer in-kind hours (Neon report).

·         Responsible for monthly reporting of Hotline hours (Collaborate report).

·         Coordinate requests for organization participation in outreach and tabling events, through volunteers and staff and provide confirmed outreach volunteer participation in the Community Engagement dept.

·         Coordinate volunteer assistance for in-office support and outreach events.

·         Assist in preparing outreach materials for the organization.

·         Assistance with overall crisis response to victims of sexual assault by phone and at the hospital as one of the admin backups. (primary/secondary rotation)

·         Responsible for hotline scheduling

·         Assist with Answerwest communication.

·         Assist with scheduled Volunteer Program meetings with other depts.

·         Responsible for issuing out volunteer discipline action with assistance from RISE Volunteer coordinator.

·         Responsible for ongoing volunteer education and recognition.

·         Other duties may be assigned. 

SUPERVISORY RESPONSIBILITIES:

This position oversees up to 50 volunteers at any given time.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

§  Analytical - Synthesizes complex or diverse information; Collects and researches community resources and best practices and state of the practice information on volunteer recruitment, training, and retention; Uses intuition and experience to complement resource knowledge.

§  Problem Solving - Identifies and resolves problems in a timely manner and assists volunteers in doing so; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

§  Project Management - Develops volunteer care plans; Coordinates projects and cases; Communicates changes and progress.

§  Use of Technology – Is able to utilize current volunteer management and training technologies to their best effect, including webinars, online volunteer management software and other tools and techniques to recruit, engage, and communicate with volunteers.

Interpersonal

§  Client and Customer Service - Manages difficult or emotional volunteer, client and customer situations; Responds promptly to needs; Be attuned to the specific needs of volunteers and keep other agency staff and leadership informed and responsive.

§  Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Maintains excellent collaborative relationships with other SOH staff to assure smooth transitions for volunteers; Remains open to others' ideas and tries new things.

§  Oral and Written Communication - Able to communicate and understand volunteer management system and communication mechanisms; Responds well to questions; Participates in meetings; Writes clearly and informatively; Puts out excellent and error free written work product; Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback.

Self-Management

§  Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.

§  Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

§  Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

§  Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

§  Dependability - Follows instructions, Responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.

§  Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' buy in.

QUALIFICATIONS:

To perform this job successfully, an individual must have necessary knowledge, skills, and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION:

$22.50 per hour

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from an accredited four-year college or university in business, human services, social work, or related field, or a minimum of four years of related work experience is required.

 A minimum of two years’ experience in training and/or volunteer management preferred. Ability to communicate fluently in English required. Ability to communicate in second language a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, stand, and sit; reach with hands/arms and talk/hear. The employee is occasionally required to balance; stoop, kneel, crouch. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level and lighting in the work environment is usually moderate. An alternative work schedule may be preferred for this position, which will definitely include evening and weekend work.

ACKNOWLEDGMENT:

My signature below acknowledges that I have read the above job description and agree that I can perform the responsibilities as presented.  I understand this job description provides a general outline of job responsibilities and requirements and is not intended to be all-inclusive.  I also understand that job responsibilities and requirements may change at any given time based on organizational or departmental needs.

Salary : $23