What are the responsibilities and job description for the Volunteer Services Coordinator position at Hawaiian Humane Society?
JOB/POSITION TITLE: Volunteer Services Coordinator
STATUS: Exempt
PRIMARY PURPOSE: Assist in coordinating and evaluating Hawaiian Humane Society's volunteer programs at both Mo'ili'ili Campus and Kosasa Family Campus. This role ensures the organization's needs are met through volunteer support while fostering a positive and enriching experience for volunteers.
Reports To: Manager of Volunteer Services
Supervises: Volunteers
Essential Duties/Functions
STATUS: Exempt
PRIMARY PURPOSE: Assist in coordinating and evaluating Hawaiian Humane Society's volunteer programs at both Mo'ili'ili Campus and Kosasa Family Campus. This role ensures the organization's needs are met through volunteer support while fostering a positive and enriching experience for volunteers.
Reports To: Manager of Volunteer Services
Supervises: Volunteers
Essential Duties/Functions
- People Care. Ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their experience are a primary focus. Maintain clear, cooperative, professional, and respectful communication in person, via phone, and through email. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts and collaborates with employees and volunteers at all levels of the organization.
- Customer Care. Deliver high-level customer service to Hawaiian Humane community members including in volunteer recruitment, training, follow up support, and needs related to department assigned volunteers. Communicate compassionately, respectfully, and professionally with a diverse audience. Ability to assist emotionally difficult situations with strong communication skills and empathy.
- Volunteer Recruitment & Retention. Respond to volunteer inquiries and assist in advancing recruitment strategies. Responsible for aiding in the retention of volunteers by ensuring a quality experience through relationship building, implementation of volunteer retention programs, and organizing volunteer recognition events. Collaborate on engagement opportunities for volunteers throughout the year. Attend community events as a representative of Hawaiian Humane to promote volunteer opportunities as needed.
- Volunteer Orientation, Training & Development. Support the onboarding process, including applications, schedule orientations and trainings. Assist program leaders with department-specific volunteer training and development. Coordinate specialized training, safety protocols, and ongoing education.
- Program Assessment, Development & Growth. Work with the Volunteer Services Manager to assess and monitor programmatic efficacy and impact by benchmarking and examining retention and engagement. Maintain educational and training materials for internal and external use. Support the creation of the monthly volunteer newsletter. Create and maintain digital orientation and digital training classes, while also working with team members and partners on in-person training class opportunities.
- Volunteer Scheduling. As part of the onboarding process, determine each volunteer's regular schedule and coordinate with the relevant department(s). Identify and schedule volunteers to assist staff with special tasks and projects upon request. Assist with organizing group volunteer experiences, scheduling, and coordination. Manage the overall volunteer schedule and make schedule updates as needed.
- Volunteer Supervision. Responsible for aiding each department in supervising and engaging with volunteers regularly to ensure volunteers have a positive, quality experience, and are following proper protocol, procedures, and best practices.
- Relationship Management. Responsible for resolving issues that volunteers may encounter. Work directly with the appropriate staff member(s) to determine the cause of the issue and resolve the situation. Set expectations of policies and best practices for staff and volunteers and follow up with volunteers and staff regarding any previous issues.
- Interdepartmental Communications. Participates in meetings with other members of the department and shares ideas and suggestions designed to improve volunteer programs and the organization as a whole.
- Operations Support. Work with other departments within the organization to resolve issues of mutual concern and improve operations.
- Other Duties as Assigned. May include organization-wide support as needed, including but not limited to participation in events, public speaking, fundraising, covering other operational departments, and assisting with Hawaiian Humane's role as a first responder to disasters.
- Work Environment: Indoors and outdoors as needed.
- Equipment Use: Computer, database, and telephone systems. Use of all sheltering related animal equipment including tools for containing animals humanely, safely, and securely. Use of Hawaiian Humane Vehicles.
- Hours: Based on operational requirements. Shift times are scheduled to support organizational needs and may include evenings, weekends and holidays.
- Location: Ability to work at either the Mo'ili'ili Campus or the Kosasa Family Campus based on organizational needs.
- Must have strong mediation skills and exercise compassion, patience and tact when working with difficult, emotional or angry people. Requires working with people and animals in a pleasant, courteous and professional manner.
- Must have excellent people management skills, able to build a good rapport with people of all ages and be sensitive to the needs of teenagers, the elderly, and people with disabilities.
- Must maintain and present proper conduct, personal appearance, and office space as a professional. Includes well-groomed and professional appearance and tidy office areas.
- Requires ability to work independently and prioritize multiple tasks.
- Requires ability to analyze data.
- Requires occasional lifting and carrying up to 30 pounds with or without reasonable accommodations.
- Must be able to communicate effectively, both orally and written, when giving presentations, interviews, training and supervision.
- Skills/Knowledge: Must have basic computer knowledge and ease in navigating and utilizing several Microsoft applications such as Outlook, Excel, Word, and PowerPoint. Proficiency in the use of these applications and other graphic design software such as Adobe Photoshop, Adobe Illustrator, Canva, etc. preferred.
- Education/Training: College degree or equivalent experience preferred. High School diploma or equivalent required.
- Experience: A minimum of one years' experience in a supervisory capacity or similar role working with and overseeing volunteers preferred.