Volunteer Program Specialist

FLSA: Non-Exempt (Hourly) REVISED: September 23, 2024

REPORTS TO: Volunteer Program Manager

SUPERVISES: None

Position Summary: Responsible for supporting all aspects of The Animal Foundation’s (TAF) Volunteer Program, including assisting with the development, planning, organization, implementation, and administration of the program in accordance with TAF’s mission, guiding principles, and values. This position is public-facing and requires regular and ongoing interaction and collaboration with volunteers, guests, and TAF team members. Supports Community Engagement teams and programs.

Essential Duties and Responsibilities:

• Works closely with the Volunteer Program Manager to implement/maintain/accomplish program goals, objectives, policies, and procedures.

• Coordinates with the Volunteer Program Coordinator and other stakeholders to assess organizational volunteer needs and works collaboratively to fulfill them.

• Sets a positive tone that welcomes and engages volunteers and instills/reinforces this tone with all team members across the organization to best serve team members and volunteer satisfaction and collaboration in accomplishing the foundation’s goals.

• Actively provides support to all Volunteer Program activities relating to recruiting, onboarding, training, scheduling, retaining, and appreciating volunteers to maximize the organization’s lifesaving efforts and provide an engaging, enriching, and meaningful experience to every volunteer, as directed by the Volunteer Program Manager.

• Ensures that the volunteer database and program records are always kept up-to-date, including assignments, schedules, and personal information, as well as confirms that all volunteer hours are properly recorded in a timely fashion.

• Monitors the daily volunteer schedule to ensure proper staffing levels in all areas of the organization and tracks volunteer attendance.

• Ensures proper processes and protocols are followed, up to and including addressing concerns/issues with volunteers, with guidance from the Volunteer Manager.

• Contributes to the efficiency and effectiveness of the organization’s service to its guests by offering suggestions and participating as an active member of a work team.

• Provides responsive, meaningful, and compassionate service to all guests as outlined in the organization’s Guest Service Charter. Provides information and assistance to internal and external guests as required.

• Applies the principles of The Animal Foundation’s Core Values toward the goal of bettering self, the organization, and others.

• Other duties as assigned.

Education and Experience Requirements:

• Equivalent to a high school diploma.

• One (1) year of experience in a volunteer program or three (3) years in a customer service setting.

• Equivalent combination of formal education and appropriate related experience may be considered.

License & Certification Requirements: Some positions may require an incumbent to be at least 21 years of age, and possess and maintain a valid Class C Nevada Driver License. For these positions, incumbents under age 25 must possess and maintain a clean driving record, and be licensed for at least three years prior. Those over age 25 must possess and maintain a safe driving record that will allow for acceptable insurance risk to the Foundation.

Required Knowledge and Skills:

Knowledge of:

• Principles and practices of supporting a volunteer program.

• Principles and practices of volunteer training, recognition, and development.

• Principles and practices of program management.

• Principles and practices of providing excellent customer service.

• Standard office practices and procedures, including record-keeping systems and the operation of office equipment, computers, and associated software.

• Techniques for dealing tactfully and effectively with co-workers and the public, in person, by email, and over the telephone.

• Correct business English, including spelling, grammar, and punctuation.

Skill in:

• Communicating effectively in oral and written forms.

• Communicating, relating, and interacting with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person, by email, and over the telephone, often where relations may be confrontational or strained.

• Dealing with conflict resolution.

• Working collaboratively with internal teams and operations.

• Working with youth, schools, businesses, and community groups.

• Dealing tactfully and effectively with staff, volunteers, and the general public.

• Identification of strengths and weaknesses of volunteers through effective interviewing and observation.

• Setting priorities, coordinating multiple activities, and meeting critical deadlines.

• Assuring integrity and accuracy of work product.

• Use of business software and associated computer hardware.

• Working without close supervision in standard work situations.

• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.

• Preparing clear and concise reports, correspondence, instructions, and other written materials.

Working Conditions and Physical Effort:

Physical ability and mobility to work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Job incumbent is continuously exposed to animals, animal waste, potentially harmful cleaning chemicals, high noise, and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.

All team members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding customer service, and accept responsibility for maintaining our culture of philanthropy.

This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties, and skills required of incumbents in the job.