The Community Engagement Manager establishes and maintains relationships with local business partners to offer group volunteer and animal enrichment projects and recruits patrons from the community to volunteer outside of business partnerships. This position oversees the shelter volunteer program to support HSPPR’s operational goals and services; recommends improvements and implements volunteer protocols; coordinating all aspects of volunteer support as well as managing the group and individual volunteer experience through personal contact and follow up. This role utilizes independent and collaborative judgment in decision-making, demonstrating leadership and problem solving; coordinates with department managers to monitor and meet their volunteer needs and determines how community groups and volunteers can best support the mission, vision and goals of HSPPR.
Key Duties and Responsibilities
• Primary contact for all shelter volunteers; leveraging existing network and cultivate new relationships to improve volunteer services and outreach related to HSPPR’s mission.
• Provide guidance and development to department managers and shelter staff on issues or concerns regarding volunteer performance or programs.
• Work with managers in addressing concerns regarding volunteer performance issues, customer service, or interaction with shelter staff.
• Recognize and resolve conflict and promote open communication between volunteers, staff, and management. Solicit volunteer and employee input regarding their work and workplace.
• Meet regular with department managers to determine volunteer staffing needs, duties, and training. Provide recommendations of procedural changes for departments and manage the implementation of necessary changes.
• Actively supports staff and volunteers to promote the development of skills related to the advancement of HSPPR goals and mission.
• Provide quality service to customers, volunteers, and staff recognizing their individual contributions to the success of our organization. Implement and maintain a robust recognition program for volunteers.
• Research and engage with community resources for recruitment efforts (events and activities) to meet staffing and volunteer needs. Represent HSPPR in a professional manner and promotes our mission and goals.
• Partner with community schools and agencies (CSU Pueblo) to establish relationships that expand exposure for volunteer opportunities and create a candidate pool for staffing needs.
• Conducts Pueblo Volunteer Info Nights as well as Volunteer Orientations.
• Plan and manage Volunteer Appreciation Week and other volunteer appreciation events.
• Participate in various community and fundraising events along with other volunteers and staff, ensuring necessary coverage of volunteers at events.
Shelter Volunteer Program Development
• Manage the coordination, implementation, and 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.
• Plan strategically to create and implement new volunteer positions that support and enhance the HSPPR mission and vision.
• Regularly schedule and monitor 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.
• Review and modify training manuals and materials to ensure up-to-date information and processes annually.
Administration of Shelter Volunteer Program
• Monitor and ensure Volunteers adhere to high quality standards of animal care, handling, and sanitation in the shelter and performance is consistent with protocols.
• Coordinate and oversee Volunteer engagement at Pueblo community events, assessing value of participation and recommending changes to improve experience in future years
• Evaluate the progress of individuals enrolled in the volunteer program; provide appropriate and regular feedback to volunteers on their performance, investigate grievances, encourage growth within the organization, and deliver disciplinary action related to volunteers as necessary.
• Make periodic assessments of the effectiveness of strategies and program growth
o Assess organizational needs for meeting those needs with volunteers
o seek approval to implement necessary changes for improvement
• Schedule and communicate with volunteers to increase efficiency and program effectiveness.
• 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.
• Maintain and update appropriate volunteer records in database on volunteers, performs data entry as required, such as manually entering in volunteer hours.
• Primary liaison to volunteers, coordinating day-to-day needs, provide answers to FAQ’s and resolve conflicts.
• Document staff and volunteer complaints. Address and resolve complaints and/or concerns from, or about, volunteers with professionalism and good judgment. Evaluate volunteer performance and addresses issues promptly.
• Ensure regular communication with active volunteers through newsletter, emails, meetings, bulletin board(s), and other forms of communication.
• Create surveys to volunteers about their experience and monitor post-training feedback and suggestions to implement program improvements.
• Communicate with and provide regular feedback and coaching to potential and current volunteers in a professional and timely manner.
• Inform Director of Operations of developments that may affect HSPPR or the department including department progress, media exposure, public image, client concerns, and volunteer issues.
• Supports staff and volunteers; provide quality services to guests, volunteers, and employees recognizing their individual contributions to the success of our organization.
• Promote a safe work environment, actively monitor the safety compliance of staff and volunteers; take immediate action to correct hazards.
• Implement safety protocols for volunteers to ensure consistent humane treatment and handling of animals.
• Properly report, documents and addresses animal behavior issues.
• Responsible for ordering, maintenance, and inventory of supplies and equipment for the volunteer program.
• Plan and organize resources for future needs.
• Commitment to the mission, values, goals and success of HSPPR.
• Appropriately document observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
• Perform all other duties as assigned.
Manage and guide the shelter volunteers in Pueblo
Provide guidance and coaching to community groups who offer time and talents to support HSPPR
• 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.
• Associate degree or higher and 2+ years experience, preferred. Experience may range from: volunteer services, sales, community / public relations or human resource management -or equivalent combination of education and related work experience.
• Experience recruiting and working with volunteer or staff or previous experience as a volunteer.
• Excellent communication (written and verbal) and organizational skills.
• Able to build rapport with staff at all levels of the organization
• Capacity to form community relationships and readily establish partnerships to meet HSPPR goals
• Proven program management, public speaking, training and event planning experience.
• Experience using volunteer management software, or comparable data base management software, preferred.
• Experience working in an animal welfare organization preferred; animal handling experience a plus.
• Excellent interpersonal and team building skills.
• Supervisory and emotional intelligence skills.
• Positive attitude and professional demeanor.
Proficient in Microsoft Office software, data entry and reporting.