Volunteer Services Manager

About St. Anthony’s

Founded in 1950, St. Anthony's is the most comprehensive safety net service center in San Francisco, directly providing food, clothing, medical care, addiction recovery services, access to technology, job training, and other critical resources to the community. Every day we support and are supported by thousands of San Franciscans. Everyone who comes through our doors joins the St. Anthony's family and helps us create a future where all people flourish.

Principal Responsibility

Volunteer Services (VS) manages the volunteers that make our work at St. Anthony’s possible. We welcome thousands of people each year from every sector of the community to engage in direct service with those experiencing poverty and homelessness. Together our volunteer corps provide over 50,000 hours of service per year to St. Anthony’s programs. Volunteer Service with us is more than volunteerism, it’s an opportunity to connect with the community through shared moments of compassion and understanding. The Volunteer Service Manager is responsible for the overall management and planning for the volunteer program at St. Anthony’s—a program that engages over 5000 volunteers annually. This position will oversee all aspects of volunteer recruitment, orientation, training, scheduling, and reporting activities. This position works collaboratively with the program staff to provide essential services for our guests and to ensure, when possible, that volunteers transition into donors. In the spirit of our Franciscan values and heritage, our team provides compassion and care daily. As a steward of healing and social justice, you are expected to meet the following duties:

Essential Duties and Responsibilities

Staff Performance and Development

• Directly supervise Volunteer Services staff.
• Provide timely and regular feedback on staff performance.
• Responsible for training staff on standard operating procedures for the department.
• Ensure staff are professional, demonstrate good customer service skills towards guests and other community members. Role model and set the expectation that staff treats all individuals with dignity and respect.
• Oversee and assist staff with accurate and timely reporting and documentation, including 86 reports, incident reports, volunteer complaints, and follow-ups.
• Facilitate regular meetings and team huddles for staff.

Program Leadership, Administration, and Operations

• Responsible for interviewing, hiring, onboarding tasks in Ulti-Pro, training, and familiarizing new staff with St. Anthony Foundation (SAF) programs.
• Responsible for communicating the policies and procedures of St. Anthony’s to staff.
• Responsible for the implementation of policies and procedures for the department.
• Develop and recommends an annual budget and monitors work unit expenses. Oversees work unit inventory.
• Responsible for administering data entry into data management systems. Ensure that all data information is accurate and entered timely.
• Ensure program policy and procedure documents are consistently maintained and up to date.
• Provide for ongoing evaluation of work unit services and service delivery to ensure quality services and responsiveness to changing client needs and populations.
• Provide information, recommendations, and assists in long range strategic planning for future services development and delivery.
• Develop short and long term plans to provide volunteer workforce that addresses the needs of the programs and engages our volunteers as partners in our work in the community.
• Develops and implements policies and guidelines for volunteer program. Ensures compliance with all state and federal laws applying to volunteer programming.
• Oversees the recruitment, interviewing, selection and placement of volunteers, interns, and service-learners.
• Oversees supervision of all volunteers, interns and service-learners working directly for Volunteer Service.
• Provides ongoing volunteer utilization training for staff supervising volunteers. Serves as a consultant to internal programs regarding volunteerism.
• Working closely with programs, assesses the need for volunteer (short-term, long-term, alternative workfare, holiday and group), intern and service-learning opportunities.
• Develops and recommends annual budgets and monitors expenses.
• Prepares reports, analyses and relevant documentation as requested.
• Oversees the development of written job descriptions for specialized volunteers and interns as well as their orientation and training.
• Oversees recognition, enrichment and retention programs for volunteers and interns, including planning and execution of annual Volunteer Appreciation Event.
• In collaboration with the Development and Marketing & Communications teams, oversees community outreach, collaborates with neighborhood organizations to develop volunteer relationships.
• In partnership with other departments, is St. Anthony’s liaison to the Young Professionals Council and supports their activities and programs.

Interdepartmental and Community Relationships, Collaboration, and Communication

• Consistently demonstrate integrity while working and representing St. Anthony’s.
• Manage stress and pressure situations calmly and responsively. Maintain the capacity to control reactions and awareness of how their behavior or response can impact others.
• Practice direct, respectful, open, and honest communication with their colleagues. Proactively seeks support from team members or management.
• Treat all guests, staff, and community members with empathy, dignity, and respect. Seek to understand the other person's perspective and experience.
• Demonstrate cooperation with coworkers, management, and the community at large.
• Assist in educating other foundation staff about volunteer processes and policies.
• Oversee work unit communication and information flows, responsible for updating LUCI and other St. Anthony communication platforms.
• Working with Volunteers Service Team and program staff, develop stewardship activities and events for volunteer appreciation and acknowledgement.
• Working with Marketing and Communication, ensure outreach to current and prospective volunteers are on brand, on message, on time, on strategy and coordinated with all other external outreach.
• Working with the Database Manager, ensure volunteer data is well maintained, current, adheres to privacy guidelines and provides essential metrics to assess program and organizational needs.
• Working with Development staff to identify volunteers who have the ability to donate. Conversely, identify donors who have the ability to volunteer.
• Provides for ongoing evaluation of all aspects of Volunteer Services program to ensure a high level of quality and responsiveness to changing needs.

Minimum Qualifications

• Three years progressive supervisory and/or management experience working with volunteers.
• Bachelor’s degree desired.
• Must have experience and comfort with frequent public speaking.
• Ability to address groups of volunteers and prospective volunteers with a keen ability to coach others.
• An understanding of and the ability to articulate the social, political and economic causes of poverty and the Franciscan approach to social justice.
• An ability to work well in meetings and with groups.
• Excellent interpersonal, listening, oral and written communication, and conflict resolution skills.
• Ability to be polite, diplomatic, and firm. Can set limits and practice professional boundaries with guests, direct reports, and coworkers.
• Ability to respond to emergencies and high pressure situations in a self-composed and self-assured manner.
• Excellent planning, organizational and facilitation skills.
• Excellent relationship building skills, comfortable interacting with people of all backgrounds.
• Highly skilled with Microsoft Office Suite of products including Outlook, Word, Excel, PowerPoint, database management (Salesforce skills preferred and a plus).
• Ability to effectively develop and manage budgets and resources.
• Ability to move bulk items for event set-up and breakdown. Ability to lift a minimum of 10-15 pounds.
• Ability to work extra hours including weekend, evenings as necessary. Thanksgiving and Christmas holidays are high volume volunteer activity periods.
• Experience working in a non-profit or community-based social service agency with people experiencing homelessness or poverty.
• Proficiency in a second language is strongly desired (Spanish, Mandarin, Tagalog, Cantonese).
• Commitment to St. Anthony Foundation Statement of Values and a desire to work for a social services agency serving the poor.

St. Anthony’s has a diverse workforce, welcoming all ethnicities, faith backgrounds and worldviews. We are also proudly Catholic. Our Franciscan identity is at the core of our mission, namely to uphold the dignity and value of the human person and lift the spirits of those in need to help create a society in which all person's flourish.

People of color, differently-abled people, LGBT, and folks with lived experience are strongly encouraged to apply.

St. Anthony's is proud to be an Equal Employment Opportunity Employer. We value diversity of culture, thought, and lived experiences. We seek talented, qualified individuals regardless of race, color, religion, sex, pregnancy, marital status, age, national origin or ancestry, citizenship, conviction history, uniform service membership/veteran status, physical or mental disability, protected medical conditions, genetic characteristics, sexual orientation, gender identity, gender expression regardless of physical gender, or any other consideration made unlawful by federal, state, or local laws.

St. Anthony's uses E-Verify to validate our new employees' eligibility to work legally in the United States

Salary : $85,000 - $90,000