The Volunteer Services Manager oversees the shelter volunteer program in Colorado Springs to support HSPPR’s operational goals and services; defines and implements appropriate volunteer protocols; manages the coordination of all aspects of volunteer support as well as monitoring volunteer experience through personal contact and follow up; utilizes independent and collaborative judgment in decision-making, demonstrates leadership and problem solving; coordinates with department managers to monitor and meet their volunteer needs and determine how volunteers can best support the mission, vision and goals of HSPPR. The Volunteer Services Manager ensures an environment of compassionate and respectful animal and people care in accordance with HSPPR’s mission, values, goals, and management philosophy.
Key Duties and Responsibilities
Shelter Volunteer Program Development
• Manages the coordination and implementation of meetings with the public (Volunteer Info Night, New Volunteer Orientation, etc)
• Coordinates the logistics of HSPPR’s volunteer-related functions, including but not limited to volunteer services, scheduling, recruitment, and placement for long or short-term organizational needs.
• Facilitates the creation and implementation of new volunteer positions that support and enhance the HSPPR mission and vision.
• Develops staff or volunteer support roles to ensure maintenance and growth of Volunteer Services program
• Implements safety protocols for volunteers to ensure consistent humane treatment and handling of animals.
• Regularly schedules and monitors general volunteer training sessions to ensure that volunteers receive consistent information and training on organizational policies and animal handling and safety procedures. Train trainers, schedule classes, and assist in training as needed.
• Responsible for creating, reviewing and keeping training manuals and materials up-to-date annually.
• Actively supports volunteer program development efforts in Pueblo
Administration of Shelter Volunteer Program
• Organizes, coordinates, and manages the recruitment of volunteers. Responsible for recruiting, screening, background check process, training, coordinating, supervising, and managing volunteers and volunteer activities, including fundraising events. Responsible for developing and implementing volunteer training program curriculum and training calendar.
• Monitors and ensures that volunteers are adhering to high quality standards of animal care, handling, and sanitation in the shelter and performance is consistent with protocols.
• Defines and delegates assignments and event projects to VS staff to ensure coverage of daily responsibilities and off-stie activities
• Evaluates the progress of individuals enrolled in the volunteer program, provides feedback to volunteers on their performance, investigates grievances
• Encourages growth within the organization, and delivers disciplinary action related to volunteers as necessary.
• Makes periodic assessments of the effectiveness of strategies and program growth and provides recommendations to Director of PES
• Assess organizational needs and strategies for meeting those needs with volunteers.
• Works with staff to schedule and communicate with volunteers to increase efficiency and project completion.
• Market and increase access to volunteer programs to build the volunteer pool.
• Provide engaging, useful training, tasks, and projects for volunteers, and strive to retain and reward them.
• Oversees maintenance of volunteer records in database on volunteers, performs data entry as required, such as manually entering in volunteer hours.
• Periodically reviews data entry of staff to ensure record integrity
• Primary contact for all escalated volunteer issues; leverages existing network and cultivate new relationships to improve volunteer services and outreach related to HSPPR’s mission.
• Provides guidance and development to department managers and shelter staff on issues or concerns regarding volunteer performance or programs. Supports managers in addressing concerns regarding volunteer performance issues, customer service, or interaction with shelter staff.
• Works to anticipate and resolve conflict and promote open communication between volunteers, associate staff, and management. Solicits volunteer and employee input regarding their work and workplace.
• Meets regularly with department managers to determine volunteer staffing needs, duties, and training. Provides recommendations of procedural changes for departments and assists in the implementation of necessary changes. Problem-solves with staff from other departments regarding kennel and shelter procedures and animal needs.
• Actively supports staff and volunteers and promotes the development of skills related to the advancement of HSPPR goals and mission. Provides quality service to customers, volunteers, and staff recognizing their individual contributions to the success of our organization. Implements recognition system for volunteers.
• Primary liaison to volunteers, coordinating day-to-day needs, provides feedback and answers to FAQ’s and provides problem solving.
• Documents staff and volunteer complaints. Handles complaints and/or concerns from, or about, volunteers with professionalism and good judgment. Evaluates volunteer performance and addresses issues promptly. Involves Director of People Engagement Services as necessary.
• Ensures regular communication with active volunteers through newsletter, emails, meetings, bulletin board(s), and other forms of communication.
• Coordinates surveys to volunteers regarding their experience and monitors post-training feedback as well as suggestions to implement program improvements.
• Communicates with and provides regular feedback and/or coaching to potential volunteers and current volunteers in a professional and timely manner.
• Coordinates volunteer efforts with the Pueblo Community Engagement Manager
• Informs Director of People Engagement Services of developments that may affect HSPPR or the department including department progress, media exposure, public image, client concerns, and personnel issues.
• Supports staff and volunteers; provide quality services to clients, volunteers, and employees recognizing their individual contributions to the success of our organization.
• Responsible for ordering, maintenance, and inventory of supplies and equipment for the volunteer program.
• Plans and organizes in anticipation of future needs.
• Reviews the annual budget to ensure resources are being properly allocated to support the department
Performance Management and Supervision
• Hires, supervises, and evaluates direct reports in the performance of their job responsibilities.
• Coaches staff by providing ongoing feedback and timely performance evaluations. Sets performance standards; directs and motivates employees.
• Recognizes good performance and counsel staff to correct problems. Adheres to principles of progressive discipline. Consults with Director of People Engagement Services regarding discipline and terminations.
• Supervises, motivates, and trains assigned staff in volunteer interactions and supervision, ensuring effective teamwork, organizational performance, and innovation.
• Manages Volunteer Services staff and is responsible for staff development through coaching, evaluating their progress, providing feedback on their performance, delegating duties, providing training, and encouraging growth within the organization.
• Responsible for conducting staff meetings and preparing staff training sessions.
• Utilizes performance-based management when counseling and evaluating staff and sets measurable goals for employee growth. Submits evaluations on time and encourages continuing education for staff as it relates to the organization’s needs.
• Commitment to the mission, values, goals and success of HSPPR.
• Appropriately documents observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
• Participates in HSPPR activities and events at all locations, as needed
• Perform all other duties as assigned.
• Supervises shelter volunteers and direct-report staff in Colorado Springs
• Manages, develops, coaches, and provides disciplinary direction to direct reports and volunteers as appropriate
• Provides guidance to expand direct-report roles to encourage growth of over-all Volunteer Services program
• Regularly sits at computer station, often in a shared office environment.
• The employee must regularly lift and/or move 25 or more pounds of moving weight and occasionally lift and/or move up to 40 or more pounds of moving weight.
• Occasionally required to climb or balance, stoop, kneel, crouch, crawl, and smell.
• Regularly required to sit, reach with hands and arms, talk, hear, and is frequently required to stand and walk. May be expected to be on feet for extended periods of time.
• Must be able to use both hands and arms to grip, pull and push utilizing safety equipment such as, but not limited to catch poles, snappy snares, leashes, ropes, muzzles.
• Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision and depth perception.
• Must handle various animals of various sizes, may include aggressive animals and potential exposure to zoonotic diseases.
• Regularly exposed to noise and potential exposure to hazardous weather conditions.
• Potential exposure to cleaning supplies and/or other substances containing toxic or caustic chemicals.
• Schedule may include weekend, evening and holiday work.
• GED or High School diploma – must be able to read, write and effectively communicate Standard Operating Procedures
• Two-plus years experience in volunteer or human resource management, or a combination of related education and work experience preferred.
• Two plus years progressive people-management experience preferred
• Experience recruiting and working with volunteers or previous experience as a volunteer preferred.
• Possess excellent communication, organizational and delegation skills.
• Able to convey trust and build relationships with the public and at all levels of the organization
• Proven program management, public speaking, training, and event planning experience highly preferred.
• Experience working in an animal welfare organization preferred; animal handling experience a plus.
• Excellent interpersonal and team building skills.
• Possess supervisory and emotional intelligence skills.
• Positive attitude and professional demeanor.